1. Implementing Six Sigma programs takes considerable time and commitment from an organization. In terms of top-down commitment, measurement systems to track progress, tough goal setting, education, communication, and customer priorities, evaluate the degree to which Starwood successfully addressed each with the redesign of the Sheraton Service Promise program.

2. How might the new Sheraton Service Promise process help Starwood avoid the four costs of poor process performance and quality (prevention, appraisal, internal failure, and external failure)?

3. Starwood is the first major hotel brand to commit to a dedicated Six Sigma program for improving quality. Why might an organization be reluctant to follow this type of formalized methodology? What other approaches could Starwood or its competitors use?

Starwood Hotels & Resorts is no stranger to quality measurement. In the most recent year, Starwood properties around the globe held 51 of approximately 700 spots on Conde Nast's Gold List of the world's best places to stay. Its spa and golf programs have consistently been ranked among the best in the world.......