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. / MBA, North-West University, Potchefstroom Campus, 2015
| Identifer | oai:union.ndltd.org:NWUBOLOKA1/oai:dspace.nwu.ac.za:10394/15342 |
| Date | January 2014 |
| Creators | Kotzee, Hermanus Egbert Pieter |
| Source Sets | North-West University |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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