Process Analysis and Improvement: A Case Study of Starwood Hotels

This report provides a comprehensive analysis of the stewarding processes at Starwood Hotels, addressing key areas for improvement. It begins by examining how management can enhance the stewarding process, incorporating a detailed flowchart of the proposed new process. The report then delves into a root cause analysis to identify the underlying issues contributing to inefficiencies within the stewarding operations. Furthermore, it explores the impact of the Power Innovation (POI) program on organizational change, discussing its implications in terms of organizational development, total quality management, and business process reengineering. The report concludes by evaluating the potential benefits of benchmarking in this context, proposing specific benchmarking approaches to optimize the new processes. The analysis integrates relevant theories and literature to support its findings and recommendations, providing a practical framework for improving stewarding practices within the Starwood Hotels organization.

Running head: BUSINESSES PROCESSES
BUSINESSES PROCESSES
Name of the student
Name of the university
Author note

1BUSINESSES PROCESSES
Table of contents
Introduction.................................................................................................................................................2
Question 1:..................................................................................................................................................2
Question 2:..................................................................................................................................................5
Question 3:..................................................................................................................................................9
Question 4:................................................................................................................................................11
Conclusion.................................................................................................................................................13
Reference list and bibliography.................................................................................................................14

2BUSINESSES PROCESSES
Introduction
Depending on the waste management as well as hygiene care, the productivity in an
organization can be analyzed. Stewards play an important role for managing the cleanliness and
hygiene practices in the workplace. The purpose of this study to specify different processes that
can help to improve the stewarding process in Starwood.
Question 1:
How can the management specifically improve the stewarding process? Using the information
provided, create a flowchart illustrating the new process
Stewards plays an important role for establishing a fine dining experience in hotel
industry (Punnett et al. 2017). Analyzing the situation in Starwood, it can be said that needs for
improving stewarding process has become necessary. In order to improve the stewarding
process, dynamic coverage is needed to be introduced in the workplace. It is also true that self-
improvement of the stewards, has become necessary in order to bring innovation in the industry.
In case of improving the service standard, stewards can be classified into two categories. Static
and dynamic stewards can be introduced for managing different activities in hotels. By
developing an internal team, the production, kitchen preparation, stewarding, housekeeping and
laundry services can be improved. In order to provide standard quality of services, it is very
important for the organizations to understand the needs and demands of the customers. The
dynamic stewards will be appointed for understanding the needs of the customers so that they
can easily fulfill their responsibilities in proper manner. In case of bringing the innovation
opportunities, the static stewards can be assigned for understanding the local market needs.

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Kitchen preparation is being considered as one of the important activities done by the stewards.
In the typical stewarding process, dishwashing, policing silver and others activities are included.
Therefore, it is very important for providing the required training to individuals so that the
efficiency of the employees can be increased. On the other hand, it is also true that in case of
improving the stewarding process, the role innovation program needed to be introduced. As the
stewarding process highly depends on the operational initiatives in the workplace, in that case, if
the operation management team in the workplace will be able to introduce flexible shift timing
and clarify the responsibilities of the participants in detail, it can help to improve the knowledge
of stewards regarding their responsibilities and they will also get encouraged to improve their
efficiency.

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1. Starting
of Static
steward
shifting
Report to the
assigning
manager
Make a list
for the tasks
on that
particular
day
Complete
the tasks
2. Starting
of Dynamic
steward
shifting
Report to
the
assigning
manager
Required
stewards
will be
assigned in
the kitchen
area
At the end of the day
report will be
delivered to the
assigning manager
in excel sheet
Shift will be hand over to
another steward and task will
be finished
Figure: Flowchart for improvement process in Starwood
(Created by author)
Proper organization of the job shifting and weekly monitoring process can help to
improve the stewarding process. Analyzing the current situation in Starwood, it has been
identified that lack of understanding of the responsibilities and unorganized working practices
create the mess in the workplace. In case of avoiding such activities, it is very important for the
company to manage the current situation. After managing the shift timing the stewards can be
asked for reporting in different assigned kitchens. In order to assign more than one steward in the
kitchen area, the executive chef will outline the shifting hours of individuals. The beverage

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manager of the hotel will forecast the certain amount of stewarding work. During this process,
the tasks will be clarified to the Stewards who will be appointed in the kitchens. Depending on
the afternoon teas, banquet schedules, restaurant reservation and conference buffet, the
stewarding work will be clarified. At the end of their shifting hours, individuals will hand over
the responsibilities to the other person. However, it cannot be denied that due to uncertainty in
traffic generation for local clientele and leisure travelers, the areas are predictably being designed
by the stewards, which does not have steady flow. In the weekly basis activities, depending on
the inputs of the executive chef, the different level of activities are being determined by the
stewarding staffs so that the corporate priority can be properly fulfilled. The Dynamic steward
can create the summary of meals, date, location and events. In that case the activities can be
managed in an organized manner. Developing an excel spreadsheet, template, the deployment of
stewarding staffs throughout the resort’s restaurant and kitchens. On the other hand, it cannot be
denied that in case of improving the stewarding process, the power innovation program can be
introduced. Through the power innovation initiatives, it will be easier for the steward executives
to manage the current situation in the workplace. In order to improve the service standard, the
automated sanitizing dishwasher can be introduced, which can help to increase the service speed
as well as gain large numbers of customers’ attention. In this study, the situational analysis has
been focused for analyzing the performance ability of the stewards.
Question 2:
Develop a root because analysis for the process issue faced at the Starwood

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Issue: Unorganized
stewarding process
Define the issue: Due to improper
management plan, the stewarding process
is not being properly managed.
Root cause of the issue: Lack of management
initiatives and improper shifting hours, the
unorganized internal situation has impacted on the
business performance
Monitoring Power innovation
program and proper monitoring
process
Correction of the issue: Weekly
monitoring practices as well as
data have been recorded in the
excel format
Understanding the issue: Lack
of awareness regarding the
abilities of performance
awareness regarding the time
management influenced the
overall performance
Figure: Root cause analysis
(Created by the author)
Root cause analysis is being considered as the process that helps to solve the problems
faced by the organizations in the workplace (Cherrafi et al. 2016). Both the psychological and
situational problems can be solved depending on the root cause analysis method. In the above
diagram, the identification of the emerging issue has been mentioned. Analyzing the case study,
it has been identified that depending on the current situation in the workplace, it is very
important for understand the main issue in the hotels. Analyzing the issues, it has been identified
that the unorganized stewarding process is the major concern of the company. After the
identification of the problem, it is very important to define the problem to the participants. With
this initiatives, the entire situation can be clarified to the management. Understanding the

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problem the root cause of the problem it has been analyzed that due to lack of management
initiatives and improper shifting hours, the unorganized internal situation has impacted on the
business performance. On the other hand, it is also true that stewards were not aware of their
abilities of performance as well as lack of awareness regarding the time management influenced
the overall performance in the organizations. After analyzing the problem, the collective action
has been adopted by introducing the power innovation program. After developing the program,
the time management ability as well as the performance ability of the stewards have been
properly measured. In case of bringing the organized organizational culture, weekly monitoring
practices as well as data have been recorded in the excel format.
Using the six sigma DMAIC method the root cause technique can be implemented in the
workplace. By using the root cause analysis, it becomes easier for the management to understand
the emerging issuers in the workplace and can get the chance to mitigate the issues. It is also
beneficial in terms of determining the ability of individuals for full filling the task. By
understanding the values of individuals, the root cause analysis helps to understand the reason as
well as consequences of the operational activities. In the below diagram the six sigma DMAIC
analysis has been mentioned

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Figure: Critical success factors of sigma
(Created by author)
In the above diagram, different factors of success have been mentioned which important
for bringing the improvement in business. Analyzing the situation in Starwood hotels, it has been
identified that lack of operational management and unorganized stewarding process are creating
challenges for bringing the business success. In that case, the factors such as committed
leadership, customer focus and requirements, time resourcing, business process framework,
systematic approach for bringing the changes, analyzing the performance ability is important.
Depending on such factors the problem solving abilities of the management can be increased.
each of the above elements are important for implementing the six sigma development model.
On the other hand, it cannot be denied that depending on such factors the changes can be
introduced. In the below diagram, root cause analysis process for Starwood hotels has been
mentioned.
S i x S i g m a D e v e l o p m e n t Business process
framework
Leadership
development
Performance
management
Customer focus and
requirement
Syatemetic approach
for changes
Performance ability

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Question 3:
How did the change take place in the organisation with POI programme? How do you see the
given change in terms of Organisational Development, Total Quality Management OR Business
Process Reengineering?
The power innovation program was developed in the organization so that best steward
practices can be introduced in all the brands based in North America. In order to increase the rate
of productivity, the POI were introduced in the workplace. As a result, 6% productivity has been
increased with the production and kitchen preparation jobs. On the other hand, it cannot be
denied that the power innovation program has helped to generate the additional payroll of
$14400. With the different operational initiatives, the POI program has brought the significant
improvement in the organizational business environment. After the introduction of POI program,
it has been identified that the service efficiency has been increased, which has played an
important role for providing standard customer experience. It has also helped to enhance the
knowledge of the local property management team, power innovation program has helped to
bring the changes in operational processes. After the introduction of innovation the summary of
meals, date, time day and location related information were being handled by the executive
steward. Through the introduction of POI program, the performance ability of the stewards has
been properly measured. The power innovation program has introduced effective time
management skills to the stewards for understanding their performance speed. The building
designing and landscaping limitations have got clarified. Therefore, it can be said that the POI
program has helped to explicit the intention of performance examining process. By bringing the
continuous improvement, the POI has allowed to bring systematic approach in stewarding
process. Being an important cross functional team, the competitive priorities have been

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maintained in the work place, which has helped to understand the current situation so that the
company. Different perspectives of the company have been clearly analyzed after the case of
analyzing the current situation in the workplace. Therefore, it can be said that POI brought the
corporate priorities in the workplace, which has helped to provide standard customer
experiences.
As per my understanding in order to bring the performance efficiency, the power
innovation program has played an effective role. As the POI has helped to understand the
performance ability of the stewards, therefore, it can be said that it has brought the time
management efficiency in the workplace. It cannot be denied that the planning process has got
improved after the POI program. Weekly basis planning has been introduced for holidays and
special events. As per my understanding, thee power innovation program has helped to perform
the stewarding process in more organized manner. Not only the staff ability but also restaurants,
numbers of rooms and banquet events have been properly analyzed. Through the time studies,
depending on the time of performance, the performance ability of the stewards has been
analyzed. Shifting working hours in the multiple kitchens has been properly managed after the
POI initiatives. However, the risk after the introduction of POI program cannot be ignored. Due
to the effective POI program initiatives, corporate priorities have been clarified to the employees.
In that case, it has become easier for the organizations to improve the quality management
practices. Through the time management initiatives, effective services have been provided within
expected time, as its result, it becomes easier for the company to grab thee customer attention. In
case of redesigning the priorities, the good performance management system has helped to bring
the organizational development. By continuing this it can also be said that by bringing the
systematic stewarding process, the company can help to manage the cross functional activities in

11BUSINESSES PROCESSES
the workplace. Analyzing the service standard after the POI program, it can be said that the
company can be said that it has helped to design the experts’ team, which has helped the
organization to avoid the unsafe organizational environment. As per my understanding this has
helped to improve the process of reengineering in Starwood hotels.
Question 4:
Do you think benchmarking will help in this case? If yes, how? What type of Benchmarking do
you propose for the new process?
Benchmarking is being considered as the process in which the best performance can be
properly achieved (Perko et al. 2016). It is very important for the organizations to identify the
gaps, so that the competitive advantages can be properly achieved. On the other hand, it is also
true that benchmarking is quick as well as a simple tool for measuring the organizational
performance. As per my understanding in case of bringing the improvement in Starwood, the
benchmarking is important. I believe, benchmarking is not about getting the information
regarding a particular organization, but also it is important for facilitating a process of different
companies. In case of Starwood, I believe, benchmarking will be beneficial in terms of
identifying the previous and present situation of the company. Power innovation program is new
initiative adopted by the company, which has become quite beneficial for the company. After the
adopting the power innovation initiatives, weekly activities have been handled in an organized
manner and data have been also maintained. On the other hand, it is true that the benchmarking
process has increased the 6% productivity of the company. In that case, it can be said that in case
of bringing the further development, if the benchmarking tool can be properly used, individuals’
ability can be identified. After the introduction of POI program, it has been identified that the
service efficiency has been increased, which has played an important role for providing standard