Assignment Two

John Peele
Module 2 Assignment
OSM 5122
March, 2022
Dr. Dani Babb
27Th November, 2022

Analysis of the extent upon which Starwood has effectively fully answered every one with
new design of the Sheraton service promise program
Allow me to first explain what Six Sigma is before I discuss how well Starwood has
handled the implementation points.
The main goal of Six Sigma is to increase an organization's capacity for its processes. It
is a collection of tools and strategies for improving processes (Theodore and David (2012).
With the overhaul of the Sheraton Service Promise program, Starwood has effectively
addressed each of these, including top-down commitment, measurement methods goal-setting,
education, communication, and customer priorities.
Commitment from above
The Manager must be present to ensure that the needs of the customers come first. The
managers need to ensure that they routinely convey to their personnel the importance of this
approach in order to guarantee that they are aware of the need to prioritize it as well. It is a good
example of how responsibility starts at the top and cascades down towards the lower levels of the
organization, affecting all of the employees.
Systems for measuring
They have been set up to gauge both financial success and service level utilizing the
intranet. Access to this is available to workers throughout the company. The newly introduced
surveys are another type of measurement system. Employees are able to gauge client customers
satisfaction and identify areas for development thanks to this.
Setting goals
This is seen in the 15-minute benchmark as an objective. A member of staff is trained to

take a customer's demands properly inside a 15-minute time window, and it is undesirable if they
are not attended to in that time. Although it is a difficult goal to achieve, it should be done so in
order to guarantee consumer happiness.
Education
The intranet is undergoing a great deal of expansion, which necessitates the need for
training in those other areas of the firm. As a consequence, procedures are indeed being
enhanced.
Communication
Every monthly, managers collect notifications, and this interaction has a significant
positive impact on the plan. Following the manager's receipt of the input, the staff must be
informed so that everyone is aware of what has to be fixed and enhanced.
Customers' top concerns
Order to improve customer satisfaction, Starwood is primarily focused on adopting the

Six Sigma program; as a result, Starwood has made the needs of its customers its top priority.
How well the revised Sheraton performance guarantee procedure might assist Starwood in
avoiding the four costs associated with subpar performance and quality
By assisting Starwood in recognizing its vulnerabilities and learning about methods to

help better those areas, the new Sheraton Service Promise methodology may be able to help the
company avoid the four expenses associated with subpar performance and quality.
There still are four expenses related with subpar performance and quality, including
expenses associated with evaluation, preventive, external failure, and system downtime (Goh,
Yam and Yoap (2006). Expense avoidance is a Six Sigma principle that Starwood employs.
Therefore, it is unable to disregard these expenditures. Customer pleasure in hotels was

the main goal of the Sheraton Service Promise initiative. There wasn't any difference in expenses
because it had no impact on the annual appraisal. Hotels experienced experiencing reduced client
satisfaction prior to employing this strategy because of poor client service. Such strategy helped
to reduce the expense of interruption (Goh, Yam and Yoap (2006). Sheraton typically doesn't
become aware of external breakdown expenses unless a guest alerts them to an issue. Therefore,
avoiding these charges becomes difficult. Any issues that a specific visitor reports may indeed
affect other guests as well, giving them the chance to avoid paying for them.
APPROACHES STARWOOD OR ITS COMPETITORS COULD USE

The Six Sigma program is quite expensive and takes a lot of time, which discourages a
lot of firms from using it. It would also necessitate putting in place a training program for staff
members so they may learn about this approach as well as give them the necessary instruction in
measurement and analysis (Mahadevan, 2010). Six Sigma methodologies use a scientific
approach to measure the quality of familiarity that could not be convenient for managers and
staff working in the hospitality industry (Theodore and David 2012). Other methods may be
employed by Starwood and rivals, including comprehensive quality management, process
capability, statistical process control, and continuous improvement. While Six Sigma is a well-
respected system for increasing corporate productivity, many firms are still unaware of it
(Thomas, 2003)
Many companies, especially those outside the manufacturing and technological spheres,
would assume that because it was created by Motorola, its concepts wouldn't apply to their
organizations (Goh, Yam and Yoap 2006).
Given how heavily Six Sigma relies on the use and understanding of statistics, it may be
difficult for organizations to locate people who have the necessary knowledge and experience to
analyze and interpret statistical data (Mahadevan, 2010)
References
Theodore and David (2012). The Second Edition of the Certified Six Sigma Black Belt
Handbook. American Society for Quality Press; Wisconsin
Mahadevan (2010). operational management: theory and practice. Bangalore: Pearson Education.
Thomas, (2003). A Comprehensive Manual for Green Belts, Black Belts, and Managers at All
Levels: THE SIX SIGMA HANDBOOK. The McGraw-Hill Companies, Inc.
Goh, Yam and Yoap (2006). For black belts and master black belts, Six Sigma offers
sophisticated tools. West Sussex, UK: John Wiley & Sons, Ltd.

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John Peele

Dr. Dani Babb

27Th November, 2022

Commitment from above

Systems for measuring

This is seen in the 15-minute benchmark as an objective. A member of staff is trained to

Customers' top concerns

Order to improve customer satisfaction, Starwood is primarily focused on adopting the

By assisting Starwood in recognizing its vulnerabilities and learning about methods to

Therefore, it is unable to disregard these expenditures. Customer pleasure in hotels was

APPROACHES STARWOOD OR ITS COMPETITORS COULD USE

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