Abstract
The Six Sigma DMAIC methodology is not yet applied to the hotel industry. This study uses DMAIC tools to redesign an improved service system for a summer lodge operation in the Midwest United States in order to ensure that they can consistently deliver the high-quality product to their customer expects. The DMAIC tools used were service blueprints, Servqual survey, cause and effect diagram, poka-yokes and also adaptation of quality attributes from the Ritz Carlton hotel brand. Servqual survey of people, who do not work in the hotel industry, provided us with data that would give us a better understanding of what customers are looking for in a summer lodge operation.
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