Starwood Hotels and Resorts Case
Starwood introduced a team of Six Sigma experts, also known as black belts, to make the processes in the hotel more efficient and even more satisfying for the customers. The Six Sigma team used the DMAIC process, which consists of defining, measuring, analyzing, improving, and controlling.
First the DMAIC process will be explained. After this the top down commitment, measurement systems, goal setting, education, communication and customer priorities will be described.
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