Case Analysis Ritz-Carlton.docx - Case Analysis, Financial...

Case Analysis, Financial Statements, and Ratio Analysis
The Ritz-Carlton Hotel Company: The quest for service excellence
Step 1: Summarize the Current Situation
WHAT is the business problem we
are trying to solve? How do we
know it is a problem?
WHY has this become a problem?
Critically assess the factors that have
led to the current situation.
WHEN does the
decision/issue/opportunity have to
be made/resolved/acted on?
BA100: Introduction to Business

Step 2. Questions Related to the Case
What is Ritz-Carlton’s business
strategy? Who are their primary
customers?
Among customers, what accounts
for Ritz-Carlton’s reputation as a
high-quality hotel?