2 marks 1 mark 0.5 mark 0 mark What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton? 2 marks Provides a sound recommendation based on strong arguments and well documented evidence. Provides a recommendation based on limited arguments and some evidence. Provides an answer based on weak arguments and limited evidence. Presents poorly formed answer or no answer at all with very little or no support.

2 marks 1 mark 0.5 mark 0 mark Why might it cost the Ritz-Carlton less to ‘do things right’ the first time? 2 marks Presents a thorough analysis of the question. Fully answer keys. Presents an understanding of the question with, almost complete answer key. Presents an incomplete analysis of identified issues; missing most necessary answer keys. Presents an incomplete analysis of identified issues; missing all necessary answer keys.

What actions might you expect from a company that intends quality to be more than a slogan or buzzword? 3 marks 3 marks 2 marks 1 mark 0.5-0 mark Identifies and shows understanding of the main issues in the case. Identifies and shows understanding of most of the issues in the case. Identifies and shows some understanding of the issues in the case. Identifies and shows very little or no understanding of the issues in the case.

Criteria Grades Outstanding (Excellent Standard) Proficient (At Standard) Basic (Approaching Standard) Below expectation (Failing Grade) Grades 3 marks 2 marks 1 mark 0.5-0 mark In what ways could the Ritz-Carlton monitor its success in achieving quality 3 marks Excellent clarity, outstanding discussion of methods in achieving quality. Clear discussion shows good understanding of methods in achieving quality. Discusses some methods of achieving quality. Unclear, wrong discussion of quality mehods.

Grading and Assessment: To assist in assessing the student’s responses, students should follow the specifically designed rubrics for getting good grades in case studies. Case Study Rubric Expectations: • Submit correctly and on time. • Adhere to requirements regarding nature of content, length and format. • Specific to this activity: written assignments will normally use either Time New Roman or Ariel Size 12 font. Assignments should be double spaced, and should include a proper introduction and summary or conclusion. • Consistent with APA/ academic writing style. (Cite any sources used using the format APA style only.)