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1. Submitted To:
Mr. Bhupendra Gehlot
Using Six Sigma at Starwood Hotels
and Resorts
Submitted By:
Rohan Patel
(k11023)

2. Table Of Contents
 Introduction
 What is Six Sigma?
 Five Phases Of Six Sigma method
 Six Sigma at Starwood
 Conclusion

3. Introduction
 During the 1980s and 1990s, corporations rushed to
implement TQM pro-grams. It has been almost three
decades since this initiative got started, yet despite its
popularity the TQM movement has had many critics
questioning whether it is a legitimate management
practice that offers tangible benefits for organizations.
Several studies have documented the economic and
financial contributions that the implementation of
quality improvement programs has had on companies
(Hendricks & Singhal, 1997, 2001; Easton & Jarrell,
1998; Corbett, Montes Sancho, & Kirsch, 2005)

4. What is Six Sigma?
 Six Sigma is a rigorous and disciplined methodology
that uses data and statistical analysis to measure and
improve a company’s operational performance by
identifying and eliminate “defects” in manufacturing
and service-related processes.

5. Five Phases Of Six Sigma method
 Define
 Measure
 Analyze
 Improve
 Control

6. Six Sigma at Starwood
 Since the program was launched in 2001, 150 employees have been trained as
“black belts” and more than 2,700 as “green belts”
 Net income margin in 2006 of around 17%, higher then key competitors Hilton
and Marriott.
 Figure shows a sample fishbone diagram that investigates the possible reasons
for a hotel room service order to be delivered late to a customer.

7. Conclusion
 As a result of these benefits, Six Sigma may be
adopted by other hospitality service providers.
 Throughout the hotel industry, quality improvement is
considered the key ingredient to success.
 This case study documents the application of Six
Sigma within Starwood, including 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.

8. Thank You