六西格玛在高星级酒店的适用性研究
——以喜达屋集团为例
旅游管理专业学生 陆雯
指导教师 黄颖
来自资料搜索网(3722) 海量资料下载
摘要：六西格玛管理是一套系统的业务改进方法体系，它通过系统地、集成地采用质量改进流程，实现无缺陷的过程设计，并对现有过程进行定义、测量、分析、改进、控制。六西格玛在喜达屋集团实施所取得的成绩在饭店业掀起了一股热潮，实现了降低成本、提高工作效率、提高顾客满意度及饭店经济效益的目标。本文以六西格玛在高星级饭店的适用性为出发点，从六西格玛的内涵、在喜达屋实施的具体举措、存在的问题以及应用对策等四个方面，对我国高星级饭店应用六西格玛的状况进行了研究。着重研究喜达屋实行六西格玛的措施，汲取其实际应用中获得的知识和经验，分析其在高星级酒店的适用性。
关键词：六西格玛；高星级酒店；适用性；人才培养
The research on the application of Six Sigma in high-star hotel
——Take the example of Starwood housing group
Student majoring in Tourism Management Lu Wen
Tutor Huang Ying
Abstract: Six sigma is a structured system for optimizing enterprise’s performance. By systematically and comprehensively applying quality improving process，a faultless process design was completed，and also it defined，measured，analyzed，improved and controlled the current one. The successful implementation of Six Sigma of the Starwood housing group achievements in the hotel industry started a craze to achieve lower costs， increase efficiency， and enhance customer satisfaction and the objective in economic benefit. This article proceeds from analysis with research literature of application in the hotel and carries out summery on the development of application of Six Sigma in the Chinese hotel from the following four aspects: the meaning of the Six Sigma, the current situation of application in Starwood, the existing problems and how to apply Six Sigma in hotels. This paper focuses on implementation of Six Sigma of housing initiatives and draws upon its access to the practical application of knowledge and experience in the analysis of the applicability of high-star hotel.
Key words: Six Sigma； hotel with high