Analysing the effective implementation of selected six sigma principles in a hospitality concern

Abstract

With the rapid growth in the hospitality industry, its owners and managers are also facing serious challenges. The industry is becoming more and more competitive. Managers are pressed to find the balance between cutting cost to increase profit and improving the quality of the service/product to increase the value their customers' experience. Customers are nowadays more aware of the quality of the service or the product provided to them and more than ever before, hospitality owners and managers need to focus on improving their quality. The main objective of the research was to establish whether the implementation of selected Six Sigma principles would result in a measurable improvement in the quality of a hospitality establishment. An analysis was done based on three different feedback systems, some Sig Sigma-inspired changes were made and a post-measurement was done to establish the effect of the changes. The study concluded that the implementation of selective Six Sigma principles, can improve the quality of services and products in hospitality establishments, as well as reducing their process waste in such establishments.