文档介绍：Why Six Sigma @ Starwood
We Think We’re Different !
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Today, if (84% yield) then
10 dissatisfied customers
every day, every property!
Why Six Sigma
Complex, multi-step process
Starwood = 25 Million Guests Annually
If 99%, then 90% yield
9 dissatisfied per property every day
If % then, % yield
10 dissatisfied per property every year
99% x
99% x
99% x
99% x
99% x
99% x
99% x
99% x
99% x
99% =
90%
Wide variability of performance to customer expectations in core processes across business:
Major opportunity
Major risk
mon method for sustaining, leveraging and transferring innovation across Starwood

Lack of robust processes to sustain above average EBITDA growth rates:

Internal view that Starwood doesn’t systematically support collaboration, process improvement, people development, and best practice sharing.
“Case for Change”
The Case for Change:Guest Satisfaction - 25 Million Guests
Global GSI
Composite
“Highly Satisfied”= 3 - 6 x
more stays
vs. “satisfied”
Opportunity
Satisfied customers
= $2bn+ Revenue
Billions of revenue from increased satisfaction
“Dissatisfied customers” tell 8 - 10 people...
…“” allows dissatisfied customers to broadcast to thousands of people
20,250,000
people aware of dissatisfaction
Billions of potentially negative impressions
Zagats
Expedia
Travelocity

Threat
Satisfied
41%
Highly
Satisfied
50%
Dissatis.
9%
If not “highly satisfied”, then customers defect for price or location.
12,500,000
“at risk” customers
Provide Customers
Compelling Reason To Return
What Is Six Sigma?
You listen to the customer. .
You get the facts . . .
You eliminate non-value added work . . .
You give the customer what she wants – consistently !
Six Sigma: What’s not to like?
The Foundation
Six Sigma is …
Voice of the Customer
- Measure:

- Goal:
System of management:
To Benefit the Business & its
Customers, Associates and Owners
How well we are meet