In what ways could the ritz carlton monitor its success

Assignment Help Business Management

Reference no: EM131257159

Ritz-Carlton:-

The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Baldrige National Quality Award, the Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expectations 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 develop 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 satisfaction: 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. Employee teams determine work scheduling, what work needs to be done, and what to do about quality problems in their own areas. In order to see the relationship of their specific area 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.

Discussion Questions *

1. In what ways could the Ritz-Carlton monitor its success in achieving quality?

2. Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?

3. Why might it cost the Ritz-Carlton less to "do things right" the first time?

4. How could control charts, Pareto diagrams, and cause-andeffect diagrams be used to identify quality problems at a hotel?

5. What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton?

Reference no: EM131257159

Questions Cloud

Define the concept of national income : a) Define the concept of National Income b) Briefly explain how National Income is measured c) Give reasons as to why comparison of National income of two different states/countries is difficult

How exceptional customer service generate customer loyalty : How can you maximize a customer's expectations and perceptions about the customer service your company provides? How does exceptional customer service generate customer loyalty

List three management effectiveness metrics for scale : What are some of the advantages of using a distributed network management system in the corporate enterprise? What are some of the concerns that must be considered in order to provide an integrated network management solution to the enterprise?

How do markets allocate resources : How do markets allocate resources? How do taxes affect market outcomes? How do the effects depend on whether the tax is imposed on buyers or sellers?

In what ways could the ritz carlton monitor its success : In what ways could the Ritz-Carlton monitor its success in achieving quality? - Why might it cost the Ritz-Carlton less to "do things right" the first time?

Determine who is attending conferences and events : Once an activity has been completed, employees will use the system to submit the documentation. The system should support notifications to management personnel whenever their direct reports have submitted documentation. The system should also noti..

What is customer service in today business environment : First, you will explore the field of customer service and consider the following questions carefully. Write a minimum of one paragraph for each topic. What is customer service in today's business environment

Private savings and investments related together : How are public savings, national savings, private savings and investments related together?

What type of supervisor do most employees like to work for : What type of supervisor do most employees like to work for? Would they select a traditional, innovative, or supportive supervisor? Do you believe that employee personalities may influence what type of supervisor is favored?

User Account

All Pages