MyLab Operations Management with Pearson eText -- Access Card -- for Operations Management: Processes and Supply Chains
11th Edition
ISBN: 9780133885583
Author: Lee J. Krajewski, Manoj K. Malhotra, Larry P. Ritzman
Publisher: PEARSON
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Chapter 3, Problem 2VC
Summary Introduction
Case Summary: Starwood Hotels & Resorts is one of the world’s best places to stay in. However, the company wanted to improve the existing performance and six sigma practices have been applied for the same. After conducting the surveys and collecting the data, the company found that there were few problems such as speed, empathy, and efficiency which need to be rectified in order to achieve their 15-minute problem-solving standard. The company found the cause and effects of the problem and improved the overall process and performance of the company.
Interpretation: Six Sigma program named Sheraton Service Program when implemented in the organization has increased the customer satisfaction rate which in turn reduced various costs associated with poor process performance.
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CASE STUDY 9-1
Was Robert Eaton a Good Performance
Management Leader?
R
obert Eaton was CEO and chairman of Chrys-
ler from 1993 to 1998, replacing Lee Iacocca,
who retired after serving in this capacity since
1978. Eaton then served as cochairman of the newly
merged DaimlerChrysler organization from 1998
to 2000. In fact, Eaton was responsible for the sale
of Chrysler Corporation to Daimler-Benz, thereby
creating DaimlerChrysler. With 362,100 employees,
DaimlerChrysler had achieved revenues of €136.4
billion in 2003. DaimlerChrysler's passenger car
brands included Maybach, Mercedes-Benz, Chrysler,
Jeep, Dodge, and Smart. Commercial vehicle brands
included Mercedes-Benz, Freightliner, Sterling,
Western Star, and Setra.
From the beginning of his tenure as CEO, Eaton
communicated with the people under him. He
immediately shared his plans for the future with
his top four executives, and upon the advice of his
colleague, Bob Lutz, decided to look around the
company before making any hasty…
Critically assess Martin’s coaching style.
Compare Robert Eaton’s performance management leadership presented in the case against the performance management leadership principles, functions, and behaviors. What recommendations can be made about what he might do more effectively? Explain and defend your answer.
Chapter 3 Solutions
MyLab Operations Management with Pearson eText -- Access Card -- for Operations Management: Processes and Supply Chains
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