Free Essay

Identifying Quality Issues

In:

Submitted By jym2013
Words 675
Pages 3
Running Head: Identifying Quality Issues within a Struggling Retailer: Starwoods Hotel and Resorts

Outline
Submitted by:
BSOP 588: Managing Quality
Instructor: Richard Sheng
September, 2013

BSOP588 Final Project Proposal Outline-Jemetie McKeithen

1. Identifying Quality Issues within a Struggling Retailer: Starwood Hotels and Resorts

2. Starwood Hotel and Resort

3. Background/overview of organization
• 145,000 employees (2013); 1,162 stores
• Hospitality
• Hospitality/Vacation Rental and Sales/Customer Service
• Brief synopsis of Quality management processes: Juran’s Quality Management seems to be the attempt of the organization.
 Planning- the organization appears to be planning ahead but more so for the new facilities for which it intends to aware…currently on the list for company’s least like to acquire or keep stockholders indicates a lack of commitment even by those who appear to have the most to gain or lose.
 Control-The company is losing control of their management, their employees and their investors
 Improvement- the company is attempting to make changes internally as well as externally; however, seem to be stumbling over their feet.

4. Introduction to the Problem
• Identify the Quality Issues that need to be addressed o Performance issues that have continued to be present and duplications since 2009 o Customer service issues due to employees who are not satisfied therefore there is reduce morale and production o Lack of respect and motivation for the employees, no opportunities for advancement o Improved focus on the corporations existing properties prior to attempting to globalize o Quality establishments dwindling therefore customer satisfaction falls and lawsuits with payouts increase o Focus on remaking the hotels and resorts fell like home with the flare desired

5. Opportunities
• Potential gains from successful quality management processes
• Reduce overall spending (liabilities by doing it right the first time)
• Increase employee loyalty by provided proper training incentives and respect
• Revert back to previous business practice that rendered the financial expectation while keeping happy customers who refer other customers
• Improve customer satisfaction
• A few examples of the organization’s goals might be to increase quality levels, lower costs of quality, increase morale and increase productivity.

6. Possible Quality Management Initiative
• Six Sigma- however it appears to be lacking something
• TQM
• Engagement and Motivation
• Customer Segmentation

7. Linkage to Course TCO’s and specific topics in the syllabus
• TCO’S o A-Given a requirement to implement Total Quality, describe the historical and current practices, identify the various means for defining quality, and assess how quality is being utilized in both manufacturing and service industries. o C-Given an organizational need for ongoing improvement, demonstrate working knowledge of an established quality/process improvement program as demonstrated by Deming, Juran, Crosby, and other quality philosophers o I-Given a requirement to provide performance measurements of the firm's progress, be able to describe the measures, analyze results, and use the data for planning.

8. References
(n.d.). Retrieved 09 11, 2013, from Starwood Hotels: http://www.starwoodhotels.com/alofthotels/support/faq/index.html#faq_content.xml-N1014E
Alaska Public Media. (2012, 02 06). Retrieved 09 09, 2013, from Judge Issues Preliminary Injunction Against Sheraton Hotel Operator: http://www.alaskapublic.org/2012/02/06/judge-issues-preliminary-injunction-against-sheraton-hotel-operator/
Balestracci, D. (2009, 08 06). Quality Digest. Retrieved 09 11, 2013, from Inside Quality Insider: http://www.qualitydigest.com/inside/quality-insider-column/why-did-total-quality-management-fail.html
Better Business Bureau. (n.d.). Retrieved 09 10, 2013, from BBB Business Reveiw: http://www.bbb.org/connecticut/business-reviews/hotels/starwood-hotels-and-resorts-worldwide-in-stamford-ct-1000382/complaints
Consumer Affairs. (2013, 09 09). Retrieved 09 11, 2013, from Starwood Hotel and Resorts: http://www.consumeraffairs.com/travel/starwoode.html
Glass Door. (n.d.). Retrieved 09 11, 2013, from http://www.glassdoor.com/Reviews/Starwood-Hotels-and-Resorts-Reviews-E335.htm
Hotel News Resource. (2013, 08 27). Retrieved 09 08, 2013, from http://www.hotelnewsresource.com/article73509.html
PEX EXCELLENCE NETWORK. (2010, 07 01). Retrieved 09 11, 2013, from http://www.processexcellencenetwork.com/process-improvement-case-studies/videos/how-starwood-hotels-resorts-avoided-the-7-year-itc/

Similar Documents

Premium Essay

Soc 100 Wk 3 Assignment 1 Part 1

...Assignment 1 - Part 1 Identifying the Hypothesis Consider a social issue in which you are interested. It could be human freedom, sexuality, deviance, crime, social mobility, poverty, education, aging, or another similar issue. Select a specific hypothesis that you will evaluate against the available evidence from your library / Internet research. Activity Mode aims to provide quality study notes and tutorials to the students of SOC 100 WK 3 Assignment 1 Part 1 in order to ace their studies. SOC 100 WK 3 ASSIGNMENT 1 PART 1 To purchase this visit here: http://www.activitymode.com/product/soc-100-wk-3-assignment-1-part-1/ Contact us at: SUPPORT@ACTIVITYMODE.COM SOC 100 WK 3 ASSIGNMENT 1 PART 1 SOC 100 WK 3 Assignment 1 - Part 1 Identifying the Hypothesis Consider a social issue in which you are interested. It could be human freedom, sexuality, deviance, crime, social mobility, poverty, education, aging, or another similar issue. Select a specific hypothesis that you will evaluate against the available evidence from your library / Internet research. Activity Mode aims to provide quality study notes and tutorials to the students of SOC 100 WK 3 Assignment 1 Part 1 in order to ace their studies. SOC 100 WK 3 ASSIGNMENT 1 PART 1 To purchase this visit here: http://www.activitymode.com/product/soc-100-wk-3-assignment-1-part-1/ Contact us at: SUPPORT@ACTIVITYMODE.COM SOC 100 WK 3 ASSIGNMENT 1 PART 1 SOC 100 WK 3 Assignment 1 - Part 1 Identifying the Hypothesis ...

Words: 977 - Pages: 4

Premium Essay

Paper

...period of time, rather than for a specific project. Performance appraisals, often delivered during an annual review, focus on comparing the expectations a business has for a particular job and the performance of the person holding it. The 3 possible useful alternative under this aforesaid appraisal are as follow: (1) Identifying performance to be measured: (2) Measuring the identified performance: (3) Managing the cause of a problem. To appraise effectively, you must also spot performance problems, provide constructive feedback, and take action to improve performance. Measuring and managing performance are two of the most difficult issues a manager faces. (A,2) Identifying performance to be measured: As we know the large shipment worth $100,000 that suppose to go out to an 7 year old elementary school children in South America did not pass testing due to small quantity of lead in the whistle. This shipment is been recalled based on the law of ethical, moral and legal principal involved. We should therefore identify the course of this problem. Within the performance appraisal process, measuring means determining the level of performance by judging the quality, quantity, timeliness, and/or cost effectiveness of the work against a set of standards. As a Manager of this enterprise, I would call a meeting with all the employees to identify performance. Though it has been proved to work in...

Words: 3385 - Pages: 14

Premium Essay

Bs504 Task 2

...sustainability and natural ingredients. 1.3 What role will you assume as you investigate risk for your chosen risk management process/project? I will assume the role of Risk Management Coordinator, responsible for identifying, analysing, and mitigating risks associated with the company's operations, specifically focusing on the production and supply chain of NatureCare Products. 2. Determine the scope of your chosen...

Words: 2021 - Pages: 9

Premium Essay

Mba Research

...incorporating quality- based cost- benefit analysis in data warehouse design” This research seeks to address the issue of identifying the set of data which has the potential for producing net value for the organization through a model that helps to perform the cost benefit analysis. Typical data warehouse store a set of data tables which are of 2 types: base table and materialized view that are generated from the existing data tables. Data warehouse is used to support a set of decision support views. There is a need to identify the set of DSV’s that provide the most net value to the organization and this will determine the set of data tables that should be stored in the data warehouse. DSV’s are used to perform particular tasks that are beneficial for the organization and also helps to achieve the organization goals. In the data warehouse formulation phase who needs what data has to be considered which is identifying the needs of the IT and business users of the DW. According to Kalfus et al, all data are essential and must be stored and interesting patterns can be extracted from it. But the disadvantage of this is if all the data is stored the space consumed by it will be very high. Data warehouse quality is also an important factor for those who design the use of systems that support decision makers. The cost for improving the quality is high. The cost benefit analysis can be used to identify the DSV’s that give the most net value to the organization, suitable quality levels and...

Words: 499 - Pages: 2

Free Essay

Devailland Case Report

...DE HAVILLAND Case Report January 20, 2015 Table of Contents Executive Summary 3 Issues Identified 3 Environmental and Root Cause 3 Alternatives and Options 4 Implementation 5 Recommendations 5 Monitor and Control 6 Conclusion 7 Executive Summary This case report addresses many factors when decisions are made in identifying and working strategically with custom designed components and assemblies. De Havilland Company especially Kim Tomar has a decision to make. A RFQ proposal by Marton Enterprises could bring cost reductions down by 60% for this particular assembly and help with streamlining BOM cost to achieve a reduction of 25%. There’s risk to using a new vendor, including delivery and trust and even if the correct SSB members are evaluating the proposals. There are discrepancies that need to be reviewed and questioned by the Operations, Logistics and Sourcing staff and hidden costs not noted on the price breakdowns ie: soft and hard tooling costs. Marton must prove to the SSB group and OLS that their proposal is solid and can manufacture and meet spec’s as identified by De Havilland Engineers. There also needs to be plan to increase capacity should there be an upswing. My recommendations include two options including a primary and secondary vendor model (mitigating risk of custom components and shortages and working with the existing vendor Dollard Plastics to looks for ways of continuous...

Words: 1316 - Pages: 6

Premium Essay

Soc 100 Wk 10 Assignment 4 Part 4

...at: SUPPORT@ACTIVITYMODE.COM SOC 100 WK 10 ASSIGNMENT 4 PART 4 SOC 100 WK 10 Assignment 4 - Part 4 Investigate a Social Issue - Final Paper Working from your previous assignments and from the feedback of your professor, you will now write the final draft of your paper. Specifically, you will submit a three to five (3-5) page paper in which you address all of the following: 1. Specific Hypothesis. Introduce your paper by identifying the specific hypothesis you are evaluating in this paper. 2. Applicable Sociological Concepts. Identify the sociological theories and terminology from the text that apply to your social issue 3. Practical Implications. Discuss the value of sociological research into your issue. Determine whether or not there are (or would be) practical implications of sociological inquiry into this issue. 4. Evidence. This is the most important part of the paper. Analyze at least two (2) lines of evidence that pertain to the hypothesis you are evaluating. Does the evidence support your hypothesis? For each type of evidence, consider possible biases and alternative interpretations. 5. Conclusions. Draw conclusions based on the evidence that you have discovered. Does the evidence confirm or refute your hypothesis? Is the evidence sufficiently convincing to draw firm conclusions about your hypothesis? Activity mode aims to provide quality study notes and tutorials to the students of SOC 100 WK 10 Assignment 4 Part 4 in order to ace their studies. SOC 100 WK...

Words: 796 - Pages: 4

Premium Essay

Introduction to Testing

...properly managing testing project is not considered seriously. Project Managers always undermine the impact the testing activity has on the Project Cost and Schedule. Hence the testing activity is usually unplanned and uncontrollable. As the project manager assumes that the main focus of the testing activity in the project is not to meet the project schedule. But Its is a reality that a thorough and close monitoring of the Testing project is required to increase productivity, reduce cycle -time and improve quality. Below pie chart depicts the Project effort distribution by phase for a development project, where independent testing team performs the testing activity. Project Effort Distribution by Phase 21 35 Requirement Design Code & Unit testing Testing 25 19 A White Paper Page 2 of 20 Vinod Kumar Suvarna IBM, Bangalore A White Paper The Problem / Issues / Improvement Opportunity in Hand: Ask a Tester ‘Why he/she needs to burn midnight oil to churn a Quality Product?’ Answer is obvious ‘Needs to put extra time and effort to overcome the Project schedule slippage ‘ Ask a Project Manager ‘Why the Project is in trouble during the last phase?’ Answer is obvious ‘Not Sure, Did not anticipate the dynamic changes effecting the Project’ The White paper “Managing the Testing Project’ focuses on the challenges faced by the testing team to effectively manage the testing project. Also the approach to overcome this challenges is addressed in subsequent sections. Objective:...

Words: 2954 - Pages: 12

Premium Essay

Risk and Quality Management Assessment Summary

...Risk and Quality Management Assessment Summary HCS/451 Barbara Smith 11/16/15 Alanna Vanderpool The organization selected to review is Milestones Management Group. Milestones is a management company that contracts with various long term care facilities and provides general oversight from a corporate level. Their primary focus and target type of facilities are Assisted Living and Memory Cares. The offer nursing and clinical oversight, operations management, growth and development support, quality and risk management support as well as other valuable services to communities in the Pacific Northwest. Milestones is a locally owned company that generally provides contracted services however they do own a few of the properties that they currently manage. Quality and risk management in health care are extremely important not only for an organizations level of success but also for the general wellbeing of its employees and the patients that it serves. To begin, the definition of quality management is “structured organizational process for involving personnel in planning and executing a continuous flow of improvements to provide quality health care that meets or exceeds expectations” (Sollectto & Johnson, 2013, Chapter 1). Most health care organizations, including Milestones, have quality management teams in place that review and evaluate the level of service that the organization provides to its patients. There are several ways for a quality management team to go about determining...

Words: 1884 - Pages: 8

Premium Essay

Organizational Systems and Quality Leadership Task 1 Wgu

...understanding of nursing-sensitive indicators could assist the nurses in this case in identifying issues that may interfere with patient care. Nursing-sensitive indicators reflect elements of patient care that are directly affected by nursing practice, specifically three aspects of nursing care which include: structure, process, and outcomes. Structural indicators include the supply of nursing staff, the skill level of nursing staff, and the education and certification levels of nursing staff. Process indicators measure methods of patient assessment and nursing interventions. Nursing job satisfaction is also considered a process indicator. Outcome indicators reflect patient outcomes that are determined to be nursing-sensitive because they depend on the quantity or quality of nursing care. These include things like pressure ulcers and falls. When understanding the above, this could greatly assist the nurses in the case of Mr. J in identifying issues that may interfere with patient care in a number of ways. In the first sentence of the scenario, it states that Mr. J is a retired rabbi, with that statement we are informed of Mr. J’s religious beliefs and background of Jewish faith. Structural indicators, specifically the education level of the nursing staff would benefit the certain beliefs and customs members of the Jewish community follow. Having a high level of education would aide in the nurses quality of care. Process indicators would also be of assistance when keeping in mind...

Words: 589 - Pages: 3

Premium Essay

Inf336 Week 3 Assignment

... Identifying and Defining Commercial Equivalents The needs identification process for an acquisition is the first step where the decision on what to purchase begins. It is a time to identify the when, what, how and how much the product needs. In order to move forward with a purchase acquisition the identification process is a must and should be on point to make the product purchase successful. After the identification has been written out and planned, the second step of defining commercial equivalent needs to take place. This step identifies who and how the needs for this product will be filled and described so that the supplier chosen will know exactly what the identification process has discovered. These two steps must happen in the specific order of the identification process first. Identifying what the needs of the product are will help lay out clear and precise instructions to provide the supplier to ensure they adhere to the needs of what the company is looking for in the end result. Early Supplier Involvement Early supplier involvement can “remove barriers between design, marketing. manufacturing engineering, quality assurance, procurement, and operations to avoid functional suboptimization” (Johnson, 2010). This will improve the overall implementation and quality of the end product to ensure the results meet the requirements of the business that were laid out in the initial identifying needs and commercial equivalent steps by identifying if the plans...

Words: 652 - Pages: 3

Free Essay

English

...Top 10 Valued Workplace Skills include communication, organizational,  computer, interpersonal, analytical, leadership, problem­solving, time management,  mathematical and professional skills.  Communication  • Negotiating; bargaining; persuading; debating issues without being unpleasant  or abrasive to others  • Greeting people; representing others to the public; selling; demonstrating  products or services  • Courteous telephone skills  • Reporting; conveying information; explaining issues or procedures  • Listening effectively  • Interviewing; drawing out others' views; probing for information  • Demonstrating skills in the use of language, grammar and punctuation  • Expressing ideas in written form; editing; revising; preparing concise and  logically written materials  • Organizing and presenting ideas effectively for both formal and spontaneous  speeches  • Participating in group discussions  Organizational  • Identifying tasks to be accomplished  • Pulling elements together in an orderly, functional, and structured whole  • Facilitating discussions on program planning processes  • Facilitating brainstorming activities  • Giving constructive feedback on others' work  • Prioritizing tasks; getting most important work done first  Computer  • Identifying and using appropriate software  • Identifying, analyzing, and solving hardware or technical difficulties  • Teaching others to use computer programs  • Understanding different application programs  • Using HTML and other web design tools  • Understanding and usin...

Words: 529 - Pages: 3

Premium Essay

Hsbc Operational Management Report

...however, the experienced problems within the bank are not what one would expect from a financial institution with such a reputation. Since its establishment in 1948, the bank has always offered top-notch services with fewer mistakes in Oman. Currently, there have been reports that the country is experiencing problems with their ATM machines. Customers are unable to use their ATM cards to access their accounts. The administrative sector is also having problems involving registration of clients to their newly introduced Advance Credit cards. The process has become strenuous for its customers. This study aims at identifying the problems and resolving it through operations management theories in gaining global competitiveness. According to the theories of operations management, organizations can solve their problems in three distinct ways. The six-sigma approach suggests identifying the defects and solving them afterwards. The lean approach, similarly advocates for the identification of defects though it focuses more on the wastes. After identification of such wastes, it is plausible to eliminate them. Contrary to that, the theory of constraints suggests that in every organizational structure, there is a limit. Identification of these constraints should be solved by redesigning the operational process. Furthermore, drawing examples from banks, which have suffered similar problems,...

Words: 3423 - Pages: 14

Premium Essay

Project Management

...pursuing our regular book review structure, we placed his text under corresponding headings. Since the quotations are so extensive, we have not followed our normal practice of indenting quoted paragraphs. However, the references are identified in the footnotes. As Jason says: "Welcome to The Project Management Life Cycle. This book describes the Methodl23® Project Management Methodology (MPMM)1 and provides a practical approach to managing projects. Every phase, activity and task in the project life cycle is described here in detail to help you manage staff, customers and suppliers efficiently. By reading this book, you will gain the knowledge and confidence required to properly initiate a project, create detailed project plans, build high quality deliverables, monitor and control delivery and close projects effectively. "Not only will you learn how to successfully complete projects from end to end, but you will also be armed with a suite of tools and templates to allow you to create project deliverables quickly and easily. More than 150 charts, tables and diagrams are included in this book to help explain the steps needed to undertake a project. Each table is full of real life examples to provide you with the knowledge needed to complete project activities faster than before."2 Book Structure The book structure is very simple, yet it covers a lot of ground in only 237 pages. Jason explains it as follows. "The project life cycle "The project life cycle consists of four phases as shown...

Words: 4494 - Pages: 18

Free Essay

Sample Paper

...Friedman Family Assessment of the Matthew Family Community nurses can effectively assist and care for specific families within a community by identifying the issues of the family. Identifying the issues of a family will assist the nurse in developing effective interventions that will maintain quality care and promote standard of care. The Friedman family assessment model helps the nurse to identify these issues. According to Callahan (2003), “…a family assess model…assess key areas of family life in a structured manner” (p. 2). The following data is the assessment data of the family I will be observing for this class. The Friedman family assessment model was used as a guide to identify key areas. To preserve the identity of the family I chose to assess the names will be changed. Identifying Data John and Renee Matthew are the parents of a 15-year old son Mike Matthew. John, Renee, and Mike all live in New Tampa. John and Renee are divorced and share custody of Mike. Although divorced Renee chose to keep her marital name for the sake of Mike. Mike stays with John during the week and with Renee on the weekends. John is a 34-year old Hispanic mechanic who owns a mechanic shop. Renee is a 39-year old Jamaican who is a data entry clerk and is attending school to obtain her BS in accounting. Mike is a high school student. John’s mechanic business is doing well and Renee has a sufficient income. John likes to take Mike on camp trips and skating parks. Mike likes to...

Words: 301 - Pages: 2

Premium Essay

Rtt Task 1

...important to consider nursing-sensitive indicators and how this is an indicator of quality patient care. It is also important to note how this creates an ethical issue and to learn from the situation companywide. Many situations like Mr. J’s happen every day and are swept under the rug. Patient care should always involve patient needs along with cultural considerations while maintaining consistency with evidence based medicine practices. Nursing sensitive indicators assist to identify potential issues related to quality that may come about during patient care. Identifying nursing sensitive indicators allows nurses to improve the quality of patient care which results in increased patient satisfaction and improved patient outcomes. The American Nurses Association (ANA) is a great resource and wealth of information to assist in identifying specific indicators to apply to patient care. Nursing sensitive indicators bring light to specific patient needs. In the case of Mr. J several nursing sensitive indicators can be identified; his recent fall resulting in a hip fracture, he has dementia, cultural and religious values, immobility, pressure ulcer risk, the use of restraints, and pain management techniques. The diagnosis of dementia identifies that Mr. J is unable or has limited ability to reason with sound judgment along with the added use of pain medications. All of these indicators can lead to quality patient care if nursing applies them correctly and it is taken seriously. In his...

Words: 932 - Pages: 4