Quality and Productivity - Quality & Lean Six Sigma KPIs: Creating a Quality Strategy - Ritz-Carlton Hotel

Sep 13, 2026

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Purpose: This study investigates the implementation of Lean Six Sigma methods in Ritz-Carlton Hotel sites in the UAE to improve customer satisfaction and operational efficiency. The DMAIC approach is used to examine and enhance service quality and efficiency through data-driven insights. Methodology: Statistical analysis supports root-cause identification, using tools such as Pareto analysis, fishbone diagrams, and FMEA, with KPIs including satisfaction, occupancy, and average daily rates to evaluate performance improvements. Findings: Results indicate higher operational efficiency, lower error rates, and enhanced guest experiences, while also noting employee resistance and resource distribution challenges that require effective training and resource management. It concludes that aligning KPIs with strategic goals and incorporating proactive risk management supports sustained quality improvements.

LanguageEnglish

CategoryGeneral

FormatPDF

Pages35

Reading Time12 min

AccessFree to download

INTRODUCTION

Quality strategy and service excellence

Lean Six Sigma methodologies and KPI role

Industry challenges and operational needs

Service quality measurement difficulties

Quality and Productivity – Quality & Lean Six Sigma KPIs: Creating a Quality Strategy: Ritz-Carlton Hotel Najwa Saleh Mansoor European Journal of Business and Strategic Management ISSN 2518-265X (Online) Vol.10, Issue 1, No.1. pp 1-34, 2025 [www.iprjb.org](www.iprjb.org) Quality and Productivity – Quality & Lean Six Sigma KPIs: Creating a Quality Strategy: RitzCarlton Hotel 1*Najwa Saleh Mansoor Student, Master of Science in Organizational Excellence, School of Business & Quality Management, Hamdan bin Mohammed Smart University (HBMSU) Article History Received 7th November 2024 Received in Revised Form 9th December 2024 Accepted 6th January 2025 How to cite in APA format: Mansoor, N. (2025) . Quality and Productivity – Quality & Lean Six Sigma KPIs: Creating a Quality Strategy: Ritz-Carlton Hotel. European Journal of Business and Strategic Management, 10(1), 1–34. [https://doi.org/10.47604/ejbsm.3146](https://doi.org/10.47604/ejbsm.3146) Abstract Purpose: This study investigates the implementation of Lean Six Sigma methods in RitzCarlton Hotel sites in the UAE, with the goal of improving customer satisfaction and operational efficiencies. The DMAIC (Define, Measure, Analyze, enhance, Control) approach is used in this study to completely examine and enhance service quality and efficiency using data-driven insights. Methodology: The main method used statistical analysis, including techniques like Pareto analysis, fishbone diagrams, and Failure Mode and Effects Analysis (FMEA), to identify and solve the root causes of inefficiency. KPIs such as customer satisfaction, occupancy rates, and average daily rates were utilized to assess performance enhancements. Findings: Results show that implementing Lean Six Sigma led to improved operational efficiency, decreased error rates, and better guest experiences. Nonetheless, issues like employee resistance and distribution of resources were observed, highlighting the significance of efficient training and resource management. The research emphasizes the importance of aligning KPIs with strategic objectives and incorporating proactive risk management approaches. Unique Contribution to Theory, Practice and Policy: The implications of these findings extend to improving quality management in hospitality, recommending continuous monitoring, and emphasizing staff engagement for sustained improvements. This research offers actionable insights into the application of quality management systems in the competitive hospitality industry Keywords: Lean Six Sigma, KPIs, Quality Management, Customer Satisfaction, Operational Efficiency, DMAIC, Productivity, Risk Management JEL Classification: M11, L83, D24, L25 ©2025 by the Authors. This Article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license ([http://creativecommons.org/licenses/by/4.0](http://creativecommons.org/licenses/by/4.0) European Journal of Business and Strategic Management ISSN 2518-265X (Online) Vol.10, Issue 1, No.1. pp 1-34, 2025 [www.iprjb.org](www.iprjb.org) INTRODUCTION The hotel business is constantly changing and developing, in order to stay ahead; it relies on proper and excellent services while maximizing operational advancements and performance. The Ritz-Carlton Hotel is well-renowned as a company delivering superb customer service (Alhisan et al., 2019) . However, reaching and even maintaining these high standards requires careful quality assurance systems. In this study we will cover the design and implementation of a quality strategy at the Ritz-Carlton Hotel employing Lean Six Sigma Key Performance Indicators (KPIs) (Buckhead, 1994) . Ensuring guest satisfaction and efficient operations is crucial in the competitive hospitality industry today, which is why implementing Lean Six Sigma methodologies can be a successful approach to enhancing hotel performance (Rauch et al. 2016) . KPIs are critical me

FAQs

What is the main purpose of the study on Ritz-Carlton Hotel?

The study examines how Lean Six Sigma methods can improve customer satisfaction and operational efficiency at Ritz-Carlton Hotel sites in the UAE.

Which methodology and tools are used to implement and evaluate the quality strategy?

The study applies DMAIC (Define, Measure, Analyze, enhance, Control) and uses statistical techniques such as Pareto analysis, fishbone diagrams, and FMEA.

What KPIs are used to assess performance improvements?

The research uses KPIs including customer satisfaction, occupancy rates, and average daily rates to evaluate operational enhancements.

Sep 13, 2026

Upload by Ophelia