iSixSigma

Hospitality

Starwood Six Sigma and Innovation

Finally Six Sigma gets a little good press! Business Week showcases Starwood’’s Six Sigma program in an upcoming innovation feature. Not only is this positive press for Six Sigma but the article highlights how at Starwood, Six Sigma and innovation work together successfully! Instead of hiring the usual ethnographers or consultants, Westin owner Starwood Hotels…

Hotel Satisfies Customers with Defects

I read this story a long time ago about a hotel chain that learned that customers were happier if they experienced a problem and it was fixed than if they had a defect free stay. I must have told this story a few dozen times without remembering where I read it. I finally found the…

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How Six Sigma Works in the Hotel Industry

John Corr’s comment (9 March 2007) in Andrew Downard’’s Six Sigma Sucks blog (1 August 2006) showed the lack of understanding of how Six Sigma is applied in the service industry. While preaching a certain methodology it’s good to do some research first. A great example of how Starwood does continuous improvement in its hotels:…

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Six Sigma at Starwood Hotels and Resorts

From Indonesia to Malta, Six Sigma is a welcome guest at Starwood hotels. Launched early in 2001, Six Sigma is entering it’s sixth year at the hotel, which still holds the acclaim of being the only hotel with a corporate-wide Six Sigma initiative. Starwood properties each have a Six Sigma Council that organize and prioritize…