Management Theory and Studies for Rural Business and Infrastructure Development, Volume 34

Analysis of services process in the hotel using six sigma model

Audrius Šimkus, Aleksandras Alekrinskis, Daiva Bulotienė


Six Sigma is an integrated organization process improvement model, which involves the measurement-based strategy, focused on continuous process improvement and variation (defect) reduction through effective statistical methods. The model concept can be implemented in industrial organizations, as well, can be applied to all in the service sector organization to improve existing processes. For research, choose next methods: analysis of scientific literature, structured interviews, document content analysis and SIPOC tool. The aim of the research – to explore the hotel service process sigma level. After the hotel service processes study was to determine the individual service process sigma levels (S) and the overall service process sigma level (4.09), which corresponds to a higher than average Six sigma model sigma level (S). Among all seven hotel service processes: room reservation (booking), shuttle reservations, feedback, booking conference and banquet reservations, booking breakfast, room preparation, it was found that they were not the highest sigma level (6), and improvement. Attempts to reduce service processes, the number of defects and to higher hotel service process sigma level, submit proposals for how they can be improved.

JEL codes: M300, O140, L890.

Keyword(s): Six Sigma, quality management, process improvement

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Management Theory and Studies for Rural Business and Infrastructure Development eISSN 2345-0355

This journal is published under the terms of the Creative Commons Attribution-Noncommercial 3.0 Unported License. Responsible editor: Dr Audrius Gargasas.