BUS363e: Total Quality Management Case Study - Marina Bay Sands Hotel

This case study explores the implementation of Total Quality Management (TQM) principles, specifically Lean Six Sigma, at the Marina Bay Sands Hotel in Singapore. The hotel, known for its extensive facilities and services, adopted Lean Six Sigma to enhance its food and beverage production, reduce waste, and improve shuttle services. The case highlights the application of tools such as 5S, value stream mapping, brainstorming, affinity diagrams, and the Analytical Hierarchy Process (AHP) to address quality issues and optimize processes. The project charter's role in initiating and guiding Six Sigma projects is also discussed. The study demonstrates how these techniques can lead to reduced food wastage, improved kitchen efficiency, shorter customer waiting times, and better overall service quality in the hospitality industry. The document includes references to support the analysis and findings, providing a comprehensive overview of TQM implementation within a large-scale hotel operation.