“Process Performance and Quality at Starwood Hotels & Resorts”
1. Watch the “Process Performance and Quality at Starwood Hotels & Resorts” video.
2. Review the “Process Performance and Quality at Starwood Hotels & Resorts” video case .
3. Respond with answers to the questions using your critical thinking and moral reasoning skills. If
you are asked to draw an illustrative figure such as a chart, graph, or diagram, please do so and
upload your document/s with your responses. Refer to your uploaded document/s in your
responses, e.g., Question 2: See attached MS PowerPoint presentation for my detailed flowchart
of the Ice Cream making process.
Questions
1. Implementing six sigma programs takes considerable time and commitment from an organization. In
terms of top-down commitment, measurement system to track progress, tough goal setting, education,
communication and customer, priorities, evaluate the degree to which Starwood successfully address
each with the redesign of the sheraton service promise program
2. How might the new Sheraton service promise process help StarWood avoid the four cost of poor
process performance and quality (Prevention, appraisal, internal failure, and external failure)?
3. Starwood is the first major hotel brand to commit to a dedicated six sigma program for improving
quality . Why might an organization be reluctant to follow this type of formalized methodology? What
other approaches could starwood or its competitors use?
