A Case Study on the Implementation of Six Sigma within Starwood Hotels & Resorts

Change Management

Research Paper (postgraduate) , 2010 , 22 Pages , Grade: A

Business economics - Business Management, Corporate Governance

During the last years, quality and consistent service experience has become crucial factor in the hospitality industry; shareholders invest only in reliable products, customers become more demanding and evaluate the received services more critically and the employees drive for training and development. Continuously change and rethinking is required to keep track.

The author will analyze the change strategies used by Starwood Hotels & Resorts to launch the quality management tool Six Sigma in order to reduce the amount of bad service encounters and align the organization into one direction. The 5-P model was chosen, as it gives a simple and logical approach to the purpose for change, priorities during the implementations, involved people, change process as well as the proof of the change outcome.

The analysis shows, that the successful top – down transformational change approach by Starwood Hotels & Resorts Executives led to short – term financial benefits and increased guest satisfaction and employee motivation in the long run.

TABLE OF CONTENTS

Executive Summary

List of Figures and Tables

List of Abbreviations

CHAPTER 1: INTRODUCTION

CHAPTER 2: CHANGE ANALYSIS
2.1 PRESSURE FOR CHANGE
2.2 KEY ROLES FOR CHANGE
2.3 5- P MODEL OF LEADING CHANGE
2.3.1 PURPOSE
2.3.2 PRIORITIES
2.3.3 PEOPLE
2.3.4 PROCESS
2.3.5 PROOF
2.4 SUMMARY

CHAPTER 3: CONCLUSION AND RECOMMENDATIONS

CHAPTER 4: BIBLIOGRAPHY

CHAPTER 5: APPENDICES
A. Brand portfolio SHR (in 2005)
B. Innovation chart

• College: University of Brighton (School of Service Management)
• Course: International Hospitality Management
• Grade: A
• Author: William Gemkow (Author)
• Publication Year: 2010
• Pages: 22
• Catalog Number: V167854
• ISBN (eBook): 9783640848096
• ISBN (Book): 9783640844357
• Language: English
• Tags: case, study, implementation, sigma, starwood, hotels, resorts, change, management