Sustainability in the Marriott Group

Produced By: Mohammad Alzayed- Frank Zachar- Preston Yochim

Green Lean Six Sigma Case Study

History of Marriott’s Sustainability

● Marriott International is the largest hotel company in the world with over 4,000 properties in over 80 countries and territories around the world.

● In an attempt to show their commitment, the company has pledged to lower its energy and water consumption by 20% by the year 2020.

● Our study of Marriott International Inc. will explore how Marriott can increase its sustainability levels and become more competitive with its green hotel policies.

Marriott’s Environmental Indicators

● Total Energy Consumption

● Total Water Consumption

● Total Greenhouse Gas Emissions

Define: Pareto Analysis

Using the 80/20 rule, the Marriott hotels in the Americas are responsible for 80% of the total water consumption while both the Marriott hotels in the Americas and Asia Pacific are responsible for 80% of the total energy consumption.

Define: CTQ Analysis

● CTQ tree was used to establish standards of quality for low environmental impact

● From a customer need, the quality drivers were identified

● Each of these drivers was assigned 3 ways to maintain a high level of quality

Analyze: Fishbone ● A fishbone diagram was

used to identify causes of water/energy consumption

● The common causes could be further assessed and controlled

● Some causes are somewhat unable to be controlled (i.e. customer related consumption)

Analyze: Fishbone

Primary Causes

● The most impactful causes of high water and energy consumption are:○ Pool/Jaccuzzi○ Lighting○ Laundry○ Showers/Sinks

KANO Survey: Understanding the Market

Analyze: Stakeholder AnalysisConsumers: Decrease operating costs and hence the price of a room. Therefore, guests would typically be satisfied with Marriott increasing its environmental stanceShareholders: Cut down operating costs over the short and long run for the company while some would want Marriott to focus on increasing the profit margins.Government: Satisfied and glad with an environmentalist approach since it would benefit the nation’s prosperity and green stance.Executive Board: Executives might be hesitant to not bear responsibility. However, executives usually take particular care to the company’s rankings and reputation in the corporate world.Employees: Pressured to face the results and responsibilities of what they are working through while potentially resulting in a promotion.

Control Charts● Three different control

charts were created in order to analyze the progression of Marriott International Inc. with respect to their environment indicators.

Control Charts

Conclusion● Focusing on the chains in the Americas and Pacific Asia is the first step for

Marriott. Special environmentalist offices and departments should be set up in the headquarters in each of the above regions.

● Marriott should focus on the root causes driving the electricity and water consumption and drive the KANO survey for positive change.

● Marriott should take immediate action to control its greenhouse emissions.

● Implementing green six sigma is an approach that should constitute and drive the spirit of all Marriott’s employees and it is not merely a language of numbers and metrics.