CASE STUDY 3 edit - Knowledge Seekers knowledge seekers...

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Unformatted text preview: Knowledge Seekers knowledge seekers Summary of case This case is about RitzCarlton Founders are Caesar Ritz and August Escoffier The RitzCarlton hotels are luxurious, elegant and formal They provide exemplary customer services There motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen" Diana Oreck is the vice president of Ritz Carlton knowledge seekers Q1: Using Exhibit 3-2 and information from this case, describe the culture at The RitzCarlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture? knowledge seekers Attention to detail Outcome orientation People orientation Team orientation Aggressiveness Stability Innovation and risk taking knowledge seekers Importance of this culture This type of culture is important because it has influence on employees and it is associated with high performance Drawbacks of such culture This type of culture prevent employees from trying new approaches especially when conditions are changing rapidly knowledge seekers Q2: What challenges do you think the company faced in changing the culture? What is The Ritz-Carlton doing to maintain this new culture? knowledge seekers Following are the problems the company faced in changing the culture Research Hiring new employees Organization performance Period of time knowledge seekers Following things RitzCarlton is doing to maintain culture Incentives to employees Empowered through trust Delivery WOW Training to employees knowledge seekers Q3: What kind of person do you think would be happiest and most successful in this culture? How do you think new employees "learn" the culture? knowledge seekers (A) Following person would be happiest in such cultures Who is risk taker Who wants to work in a team Who focus on results and outcomes (B) New employees learn culture from stories, rituals, material symbols and languages like company provides exemplary services and luxurious services knowledge seekers Q4: What could other organizations learn from The Ritz-Carlton about the importance of organizational culture? knowledge seekers Following things organizations can learn from The RitzCarlton about the importance of organizational culture: Employees are more loyal High organizational performance What employees supposed to do? What organization expect from employees? knowledge seekers Knowledge Seekers knowledge seekers ...
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