1. Describe and analyze how the Mission and Strategy of the Ritz-Carlton Hotel Company has been translated into an “operating” methodology? Specifically, how have these strategies and tactics been used to produce a quality environment? Be specific.
2. Good quality is espoused by high-level management many organizations. What actions might you expect from a company that intends to make good on this promise? What has the Ritz done? Hint: Deming may have spoken to this very issue.
3. It has been said that “Quality is Free”. Why might it cost the Ritz-Carlton less to “do things right” the first time? What is the cost of quality? Consider that there may be non-financial measure of customer satisfaction?
4. Identify and categorize the various TQM tools such as control charts, Pareto diagrams and cause and effect diagrams that could be used to identify quality problems at a hotel? How has the Ritz utilized these? Others?
Describe and analyze how the Mission and Strategy of the Ritz-Carlton Hotel Company have been translated into an “operating” methodology? Specifically, how have these strategies and tactics been used to produce a quality environment?
The mission and strategy of the Ritz-Carlton Hotel Company are defined by its set of “gold standards” by which they do their operations and this standard encompasses the company’s philosophy and values. These standards are its motto, Credo, three steps of service, employee promise and service values (Malcolm Baldrige National Quality Award, 2000; The Ritz-Carlton, 2011). Ritz-Carlton’s highest mission as stated in its credo is to provide the finest service and facilities that ensures the comfort of their guests. Its motto is to exemplify the services that its staff to their staff by having a highly sophisticated staff that takes care of highly sophisticated guests.
Ritz-Carlton fulfills these missions and motto through a number of strategies emboldened in the companies three steps of service where a guest receives warm and sincere greeting, have each of their anticipated needs fulfilled and a warm farewell to guests when they leave; the companies service values where the staff and the hotel builds long lasting strong bonds with their customers, create unique experiences for their guests, creating the Ritz-Carlton mystique, immediately resolve any customer issues, creating an environment of teamwork, protect security and privacy of guests, having a clean safe environment, professional appearance of the staff, capturing unique guest data that redefines operations and creating an opportunity for continued growth; and employee values where the company nurtures and maximizes talent in the company, values diversity and emotional engagement of employees which ensures high-quality service provision in the company (Malcolm Baldrige National Quality Award, 2000).
These mission and strategies gives Ritz-Carlton an operating methodology that enhances the unique experience of each guest that visits the hotel, ensures the highest service quality are delivered, and also ensures that the company is at the front line of understanding the anticipated needs of their guest through the customer and business analytics that ensures that they are able to provide only the best.
This operating methodology is applied across all the hotels in various locations from process optimization, guest solutions, and corporate governance and provides an environment where foundational principles provide a guiding road map to the successful delivery of solutions in the key service areas of the company. The customer-focused strategies have enabled the company to achieve high operational quality for instance in its quick operational response to customers needs and in the company’s ability to understand the luxury and the needs that customers coming to their hotels seek thereby creating unique experiences for them. This has ensured high quality …
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