Tqm in Starwood

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Starwood Hotels & Resorts Worldwide

In partial fulfilment
Of the requirements in
Total Quality Management

12 October, 2010


Being one of the of the leading hotel and leisure companies in the world, Starwood Hotels and Resorts Worldwide, Inc. already has nearly 1000 properties in some 100 countries and approximately 145,000 employees at its owned and managed properties. Starwood Hotels and Resorts is a fully integrated owner, operator and franchisor of hotels and resorts with different internationally renowned brands of St. Regis, The Luxury Collection, Sheraton, Westin, Four Points by Sheraton, W, Le Méridien, Aloft and Element. It also owns one of the premier developers and operators of high-quality vacation interval ownership resorts, Starwood Vacation Ownership Resorts, Inc.

The company began as a small investment firm and then became a real estate investment trust (REIT). In 1998, Starwood acquired ITT Corporation, a company seven times its size, in which during that time, the world's largest lodging and gaming company. Founded by Barry Sternlicht, Starwood Hotels and Resorts has been acquiring many other hotels and companies, at the same time, unloading some of its own properties to make room and money for new ones.

Starwood Hotels and Resorts still face challenges in their worldwide operations. This led to a decision of adapting Six Sigma in the year 2000. The roll out of Six Sigma in the company started in the first quarter of 2001and was targeted to end in the year 2002 – also the time they say they will reap the fruits of their efforts. According to the founder, and previous chairman and chief executive officer of Starwood, Barry Sternlicht the launch of Six Sigma is one of the most important strategic initiatives since the formation of the company. It will be a multiyear effort encompassing thousands of associates. It will also sustain and build new momentum, strengthen their global brands, enhance their ability to share best practices globally, speed the adoption of new technologies, prepare them for the challenges of constant change, provide critical focus on the customer and overtime help them derive a dramatic improvement in the bottom line. All these will happen only with the successful implementation of the strategy.

Starwood Hotels and Resorts Worlwide, Inc. was the first hospitality chain to adapt Six Sigma in its global operations. The company continuously improves with the Mission: “To our shareholders, our goal is to grow EBITDA at least 8-10% per year and EPS at least 15% per year. To our customers, we want Starwood to be the easiest company with which to do business. And to our employees, our commitment is to make Starwood a great place to work.”

“At Starwood, we don’t just ‘do’ Six Sigma, we ‘use’ Six Sigma,” wrote one Starwood employee in iSixSigma’s Best Places survey. “That means that we use it every day in our daily work to solve problems, regardless of their size. We follow the DMAIC and Lean Six Sigma principles and use tools daily (VOC translation tables, Pugh matrices, SIPOC…DOE, etc.), but don’t necessarily have to make every problem into a project. We just get it done here.”

This made Starwood the top best place to work in according to isixsigma.com’s Top 10 companies Best Places to Work list. To sum it up, Starwood Hotels and Resorts was able to pull off great opportunities of development and growth in the company through Six Sigma.


A. Brief Description about the company:
As a top company in the Hotels, Casinos, Resorts industry, Starwood Hotels & Resorts specialize in the operation and management of hotels, resorts, casinos and spas.

Starwood is now one of the leading hotel and leisure companies in the world with approximately 925 properties in more than 95 countries. Starwood Hotels & Resorts Worldwide, Inc., incorporated in 1980, is a hotel and leisure company. The Company conducts its hotel...
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