Brandon Argüelles
7/30/2017
Case Study Starwood Hotels and Resort
1. Starwood’s implementation of Six Sigma was good overall. The first thing that they got right was
hiring the right people. Starwood’s hired Six Sigma black belts to facilitate, track and report on
the changes they decided to make. The second thing that attributed to their success was having
a clear vision and focus for the projects. Their focus was Customer Satisfaction and they
implemented a survey to capture and track the results of their projects.
2. After the Six Sigma professionals performed the study, they identified only 3 areas that they
could target in order to increase Customer Satisfaction. Focusing on these areas alone allows
them to dedicate resources without waste.
3. Following Six Sigma is a long process. Projects take at least a year to finish and they cost a lot of
resources and manpower to bring the project to fruition. Additionally, Six Sigma, at the time,
was a newer and less proven methodology in the Hospitality industry.