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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