RITZ-CARLTON HOTEL QUALITY

RITZ-CARLTON HOTEL QUALITY - of the text: A philosophy of...

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RITZ-CARLTON HOTEL QUALITY -VIDEO CASE STUDY-
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Watch the Video http://dev.prenhall.com/divisions/bp/app/hei zer/videos/sum_movs/sum_mov06_01.html http://dev.prenhall.com/divisions/bp/app/hei zer/videos/vid_clips/vidclips06_03.html
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Possible Answer to Q-1 The Ritz-Carlton can monitor quality in the short run by customer feedback. Questionnaires in the room, follow-up letters and phone calls by independent services, tracking complaints, and ultimately by occupancy rates. There are, of course, objective measures in many aspects of hotel operations. These include room cleanliness, quality of food, accuracy of billing, and reservations.
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Possible Answer to Q-2 For companies that expect quality to be more than a slogan we suggest they follow the ideas
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Unformatted text preview: of the text: A philosophy of continuous improvement Employee empowerment Benchmarking Just-in-time (JIT) Knowledge of tools Possible Answer to Q-3 The lack of quality will manifest itself in room rate reductions, extra supervision, complaints, and ultimately lower occupancy. Possible Answer to Q-4 Great question for class discussion: control charts can be used for tracking customer complaints, Pareto diagrams to find where to focus improvement efforts, cause-and-effect diagrams to analyze the source of causes, in the kitchen, reservations, billing, etc. Possible Answer to Q-5 Some nonfinancial measures of quality might include those noted above: room service, food quality, customer complaints, etc....
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RITZ-CARLTON HOTEL QUALITY - of the text: A philosophy of...

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