6σ and Service Quality Management of a Hotel

摘要

6σ management is a innovative method in process in order to improve customer's satisfaction and reduce administrative costs and period of productive cycle. It is also a management way to promote the profitable ability of enterprise through improve the operation quality of organization core process. At the same time, 6σ management is a administrative tactic to make enterprise achieve competitive ability and sustainable development in the new economic circumstances. As a kind of improvement method in quality and process, it is used extensively in productive industry now. The using field of 6σ management is expanding. Without question, service industry is of the first importance. To hospitality, service quality is the base of existence and development. Past service quality management of hotel is mostly focus on the establishment and consumption of rules and regulation. However, quantifiable or concrete norms use very a little to describe service quality. This takes a certain difficulties to itself. This article combines the 6σ method and service quality management of hotel in order to find a kind of practicable plan and improve hotel service quality. I hope it is helpful to our country.