Case study: Westin Bund Centre, Shanghai
10 September 2010
Implementing Six Sigma – Westin Shanghai
The hotel industry delivers products and services basically through its people.
Given this characteristic, Starwood felt a systematic approach was needed which would allow the hotel to identify process deficiencies in an efficient and effective way. The goal of Six Sigma in Starwood was to increase financial performance by listening to the voice of customer and to improve service quality and consistency to guests and internal customers.
The Westin Bund Center Shanghai made Six Sigma an integral part of its organizational development process and created a systematic approach to improve business performance.
This case study is extracted from Exploring Best Practices in the Hospitality Industry in Asia by Wee Beng Geok & Judy Siguaw, published in 2008 by The Asian Business Case Centre, Singapore (www.asiacase.com).
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