The Quest for Quality Improvement: Using Six Sigma at Starwood Hotels and Resorts

Abstract

In 2001, Starwood Hotels and Resorts announced that it would be the first hospitality company to embrace Six Sigma, a quality improvement program where the development and adoption of innovative customer-focused solutions were to result in improving the quality and consistency of guests' experiences and lead to enhanced financial performance. The purpose of this article is to illustrate this process improvement program and to document the application of Six Sigma within the hospitality industry. Findings indicated an increased use of cross-functional team approaches, effective use of expanded stakeholder partnerships, and the adoption of objective techniques and statistical testing to solve problems and improve the bottom line.

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