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Can Six Sigma improve customer satisfaction? At Starwoods Hotel Greater China, part of one of the world's largest hotel chains, Six Sigma forms an integral part of measuring, improving and reducing the variability of service quality at the individual hotels. Lisa Liu, regional operational excellence manager Starwoods Hotel Greater China, explains in more detail.
In this Process Perspectives podcast, Lisa Liu discusses:
- The operational set up of Starwoods' hotel Six Sigma program
- How Six Sigma has contributed to service quality consistency and the ability to proactively anticipate the guests' need
- Using Six Sigma to find the root cause of service efficiency declines