What elements of total quality management

Assignment Help Operation Management
Reference no: EM131417533

Ritz-Carlton . The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Balrige National Quality Award, the Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expections and making sure that each hotel is free of any deficiency.

In the hotel industry, quality can be hard to quantify. Guests do not purchase a product when they stay at the Ritz: They buy an experience. Thus, creating the right combination of elements to make the experience stand out is the challenge and goal of every employee, from maintenance to management.

Before applying for the Baldrige Award, company management undertook a rigorous self-examination of its operations in an attempt to measure and quantify quality. Nineteen processes were studied, including room service delivery, guest reservation and registration, message delivery, and breakfast service. This period of self-study included statistical measurement of process work flows and cycle times for areas ranging from room service delivery times and reservations to valet parking and housekeeping efficiency. The results were used to developed performance benchmarks against which future activity could be measured.

With specific, quantifiable targets in place, Ritz-Carlton managers and employees now focus on continuous improvement. The goal is 100% customer satisification: If a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition.

One way the company has put more meaning behind its quality efforts is to organize its employees into “self-directed” work teams. Employees teams determine work scheduling, what work needs to be done, and what to do about quality problems in their own areas. In order that they can see the relationship of their specific ares to the overall goals, employees are also given the opportunity to take additional training in hotel operations. Ritz-Carlton believes that a more educated and informed employee is in a better position to make decisions in the best interest of the organization.

Question:

What elements of total quality management (TQM) are being used in the Ritz-Carlton Hotel?

Reference no: EM131417533

Which outsourcing firm has the best rating

Walker Accounting Software is marketed to small accounting firms throughout the U.S. and Canada. Which outsourcing firm has the best rating? (Higher weights imply higher impo

Management''s discussion and analysis of operations

Specifically describe the linkage between the following pairs of metrics (Note: In each pair, the first metric is the kind of measurement the supervisors and managers would

Modeled by normal distribution-standard deviation

A major television manufacturer has determined that its 19-inch color TV picture tubes have a mean service life that can be modeled by a normal distribution with a mean of six

Determine the root causes of stock out of raw materials

Draw a fishbone diagram to determine the root causes of inventory sock out in a wholesale distribution environment. OR, if you work for a manufacturing firm, you can create th

What changes would be required to job designs

What changes would be required to job designs in order to implement your suggested strategies for eliminating the inefficiencies. How the way people are measured might need t

What is the capacity of the system to process checks

Work the problem below, answering parts a, b, and c. Be sure to show all of your calculations. Answers submitted without the supporting calculations will not receive credit. I

Explain importance of correctly stating objective function

Explain the importance of correctly stating the objective function and constraints in linear optimization problems. Provide a few examples of the problems that could result if

Stomach pains and cramps and generally feeling unwell

Max went to see his doctor complaining of stomach pains and cramps and generally feeling unwell. His doctor gave him a medical examination and just prescribed him antacid and

Reviews

Write a Review

 
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd