Ritz-Carlton Hotel Company Case Study
MBA 630: Operations Management
August 11, 2013
The business problem facing Ritz-Carlton Hotel Company is how to continuously improve quality through quantifiable measures. Quality management in any service industry can be very complicated. Customers do not purchase a good, but are looking for an experience that exceeds all expectations. The problem is that each customer has a different view of what an extraordinary experience would be. The exclusion of just one of those elements could mean losing that person to the competition. Without methods for quantifying quality, management does not have the evidence necessary …show more content…
Discussion Questions 1. In what ways could the Ritz-Carlton monitor its success in achieving quality?
A survey could be used to collect data about customer’s experience is the best way to monitor quality as it is perceived by the customer. Also, management can watch trends to see if there is a decrease or an increase in the number of customers served. An increase would show that customers are highly satisfied and that the hotel is doing a better job of meeting expectations. The quality of internal operations can now be monitored based on the 19 processes that were measured and quantified. 2. Many companies say