Title

Six Sigma as a source of service delivery improvement methodology for the Malaysian hotel sector

RIS ID

110563

Publication Details

Lahap, J., O'Mahony, B. & Dalrymple, J. 2014, 'Six Sigma as a source of service delivery improvement methodology for the Malaysian hotel sector', in S. Radzi, N. Sumarjan, C. Chik, M. Mohd Zahari, Z. Mohi, M. Bakhtiar & F. Anuar (eds), Theory and Practice in Hospitality and Tourism Research - Proceedings of the 2nd International Hospitality and Tourism Conference 2014, CRC Press, Boca Raton, pp. 15-19.

Abstract

This paper is presented as to examine the significance of Six Sigma methodology approach in the Malaysian hotel industry. It was known that there are many strategies that had been developed over the years to improve service delivery in the hospitality industry. The industry by norm is known to use human to deliver services. Therefore, seeking the best method to increase employee job performance is vital. From the review of the literature it was found that there are several hospitality establishments used Six Sigma to enhance their service delivery efficiency. In Six Sigma, 6¿ symbolizes a specific number, which is 3.4 Defects Per Million Opportunities (DPMO), where opportunity is understood as any possible source of error in product, process, or service. There are three principles that builds Six Sigma methodology and they are: a) teamwork, b) Statistical Control Process (SPC) and c) shared vision. Despite of that, however, this paper will only focus on a single element of the approach that is shared vision. 2015 Taylor & Francis Group.

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