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Barriers and challenges in the application of Six Sigma in the hospitality industry: Some observations and findings

Jithendran Kokkranikal (Department of Marketing, Events and Tourism, University of Greenwich, London, UK)
Jiju Antony (Department of DMEM, University of Strathclyde, Glasgow, UK)
Hasib Kosgi (Business Assistants Ltd, Glasgow, UK)
Erwin Losekoot (School of Hospitality and Tourism, Auckland Technology University, Auckland, New Zealand)

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 8 March 2013

Abstract

Purpose

The purpose of this paper is to present some of the fundamental barriers and challenges in the use of Six Sigma as a business improvement methodology in the hospitality industry.

Design/methodology/approach

The approach taken was to collate data through observations made by the third author during the execution of the research project within the case study company as well as collating data from company story boards and interviewing relevant and appropriate staff members in the case study company.

Findings

The challenges of “data collection”, “defining projects” and “getting group consensus” can be considered to be somewhat very challenging in the context of hospitality industry.

Research limitations/implications

Due to limited time constraints, the number of people participated in the study was relatively small. Perhaps a simple survey questionnaire could also be distributed to a number of people at the top management level, middle management level and front‐line staff personnel in the case study company.

Originality/value

The paper provides an excellent resource for many researchers and practitioners equally who are engaged in research and applications of Six Sigma in the hospitality industry. Moreover there is a dearth of literature on the use of Six Sigma in the hospitality sector.

Keywords

Citation

Kokkranikal, J., Antony, J., Kosgi, H. and Losekoot, E. (2013), "Barriers and challenges in the application of Six Sigma in the hospitality industry: Some observations and findings", International Journal of Productivity and Performance Management, Vol. 62 No. 3, pp. 317-322. https://doi.org/10.1108/17410401311309203

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited