Overview: As an operations management professional, you will be asked to examine companies’ operational processes, identify performance gaps, and recommend quality-driven strategies that will cut costs, increase profits, and enhance differentiation. In this assignment, you will practice these skills in the evaluation of Starwood Hotels’ quality improvement efforts. This exercise will help you prepare for Milestone One, due in the next module.
Prompt: View the video “Starwood Hotels—Process Performance and Quality” (available through the MyOMLab link on the left-side navigation in Blackboard).
Imagine you are the operations manager for Starwood Hotels. You have been tasked with conducting an analysis of the company’s quality improvement initiatives. Compose a short paper that addresses the following:
1. Evaluation: What processes and activities would you investigate? What questions should be asked? 2. Recommendations: What recommendations would you make to Starwood to cut costs and increase profits? 3. Analysis: What does Starwood do to promote quality and differentiate themselves from the competition? How is their service unique?
In your response, be sure to discuss each of the following eight topics and how they relate to this company:
Total quality management (TQM) ISO 9000 Six Sigma Define, measure, analyze, improve, and control (DMAIC) Considerations of other stakeholders Cost Response Quality as it relates to differentiation
Guidelines for Submission: Your paper must be submitted as a 3-page Microsoft Word document