會議記錄
Ritz Carlton Case Study
1. In what ways could the Ritz Carlton monitor its success in achieving quality?
A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customers served can also tell whether customers are satisfied and can show improvement in quality. Internal quality can be measured by how the hotel functions in regards to staff and how they are scheduled, conflicts within the staff, and the number of complaints from customers.
2. Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?
Actions that a company needs to take are to find a way to evaluate the current quality of the company and figuring out a way to improve it. They need to set a basic set of standards employees have to adhere to and build on those standards as they try to improve their quality. When they have a plan in place to improve quality they need to follow it and abide by it. They will also need to consistently monitor how well they are doing and strategize plans for when it needs tweaking or changes.
3. Why might it cost the Ritz-Carlton less to “do things right” the first time?
It costs less due things right due to the direct cost of fixing mistakes and the huge future revenue loss from losing a customer. A high-end customer has a great potential lifetime value to any high-end hotel and would cost big marketing dollars to replace with a new customer.
4. How could control charts, Pareto diagrams, and cause-an-effect diagrams be used to identify quality problems at a hotel?
The control charts are used to monitor the ongoing process of implementation of the quality improvement plans. The cause and effect diagram can be sued to diagnose a quality problem in the hotel as it act as a first step in solving problem through generation of a list of the possible
1. In what ways could the Ritz Carlton monitor its success in achieving quality?
A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customers served can also tell whether customers are satisfied and can show improvement in quality. Internal quality can be measured by how the hotel functions in regards to staff and how they are scheduled, conflicts within the staff, and the number of complaints from customers.
2. Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?
Actions that a company needs to take are to find a way to evaluate the current quality of the company and figuring out a way to improve it. They need to set a basic set of standards employees have to adhere to and build on those standards as they try to improve their quality. When they have a plan in place to improve quality they need to follow it and abide by it. They will also need to consistently monitor how well they are doing and strategize plans for when it needs tweaking or changes.
3. Why might it cost the Ritz-Carlton less to “do things right” the first time?
It costs less due things right due to the direct cost of fixing mistakes and the huge future revenue loss from losing a customer. A high-end customer has a great potential lifetime value to any high-end hotel and would cost big marketing dollars to replace with a new customer.
4. How could control charts, Pareto diagrams, and cause-an-effect diagrams be used to identify quality problems at a hotel?
The control charts are used to monitor the ongoing process of implementation of the quality improvement plans. The cause and effect diagram can be sued to diagnose a quality problem in the hotel as it act as a first step in solving problem through generation of a list of the possible