Ritz Carlton Hotel

Group 9
Quality at the Ritz-Carlton Hotel Company
1. The best way to monitor quality is taking sureys! surey "oul# be use# to "olle"t
#ata about "ustomer$s e%perien"e. &lso! management "an keep an eye on the tren#s to
see i' there is a #e"rease or an in"rease in the number o' "ustomers sere# or i' the
hotel(s popularity is getting low. &n in"rease woul# show that "ustomers are highly
satis'ie# an# that the hotel is #oing a better )ob o' meeting its e%pe"tations. The quality
o' internal operations "an now be monitore# base# on the 19 pro"esses that were
stu#ies! measure# an# quanti'ie#.
*. the "ompany shoul# 'in# ways how to ealuate an# 'igure out the type o' quality the
"ompany has an# how to improe it. They hae to set stan#ar#s 'or their employees to
'ollow an# up#ate it. They also hae to monitor whether the plan they hae in min# is
being stri"tly 'ollowe# by the employees.
+. ,in"e they 'o"us on high en# "lientele it is ery important 'or them to gie them a
goo# e%perien"e. -spe"ially in to#ay$s time where te"hnology reigns it is ery easy to
sprea# wor# qui"kly so i' the "lient e%perien"es something ba# it "oul# ruin you in an
instant an# people to#ay are well "onne"te#. .ost 'or "ompany an# a gain to your
"ompetitor. /magine the "ost 'or marketing your seri"es all oer again an# gaining the
trust o' the "ustomer. -spe"ially 'or seri"e oriente# in#ustry #ire"t "ost are higher an#
mistakes "an "ause you big time! so #oing things right 'or the 'irst time is bene'i"ial.
0. The 1al"olm 2al#rige 3ational Quality &war# is gien to organizations that has a role
mo#el organization management system that ensures "ontinuous improement in
#eliering in this "ase seri"es! #emonstrates e''i"ient an# e''e"tie operations an#
proi#es a way o' engaging "ustomers an# stakehol#ers to respon#. 4ith Ritz sel'-
e%amination somehow they look into what the organization nee#s to improe an#
eeryone is e%pe"te# to parti"ipate an# a"t on what they think is the problem an# 'in#
solutions to it.
5. ,el'-#ire"te# team goes beyon# quality "ir"les or problem soling teams! they are
work group that work together to per'orm a 'un"tion or pro#u"e a pro#u"t or seri"e.
They not )ust #o the work but also take part on the management o' the work. 4hi"h are
some o' the work o' the superisors an# managers in this pro"ess they a"t like trainers
or "oa"h to #eelop ea"h member o' the team rather than #ire"ting an# "ontrolling
them. &#antages o' this kin# o' team is that it helps improe quality! pro#u"tiity an#
seri"e. Greater 'le%ibility an# re#u"e# operating "ost. 6aster response to te"hnologi"al
"hange an# better response to worker$s alue. 6ewer an# simpler )ob "lassi'i"ation.
.astly it has the ability to attra"t an# retain the best people whi"h helps in"rease their
"ommitment to the organizations. &s 'or the #isa#antages this takes time sin"e it$s a
"omprehensie kin# ' organization! employees are traine# to be problem solers! ability
to a#apt to working with #i''erent kin#s o' people an# knowing other )obs an# not )ust
bo% into one type.
7. 6or them to measure "ustomer satis'a"tion the best way is to use sureys. /n that
"ase they get a "lue 'rom the suggestions o' the "ustomer what kin# o' stan#ar#s #o
they hae! what they hae to improe on an# what #i# the "ustomer like about the
seri"e. They "an also get the per"entage o' the new an# ol# "lients. /' there is a small
per"entage o' a"quiring new "lients maybe they "oul# think o' new strategies to enti"e
people to "ome while maintaining their e%isting "lients.