Starwood Six Sigma and Innovation

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Instead of hiring the usual ethnographers or consultants, Westin owner Starwood Hotels & Resorts Worldwide Inc. turned to Six Sigma, a management process known for reducing defects and increasing efficiency.

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Hotel Satisfies Customers with Defects

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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

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John Corrโ€™s comment (9 March 2007) in Andrew Downardโ€™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 itโ€™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 NBC Universal

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The 30 Rock Six Sigma reference got me thinking about Six Sigma at NBC Universal… not much searching later I found a Six Sigma educational video produced by the quality team at NBCU and narrated by Linda Hildebrandt, a Master Black Belt on the quality team. The self-made video is professional quality (would you expect […]

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Six Sigma at Starwood Hotels and Resorts

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From Indonesia to Malta, Six Sigma is a welcome guest at Starwood hotels. Launched early in 2001, Six Sigma is entering itโ€™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 […]

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