Assignment:
Review the case The ritz-carlton hotel company the Quset for service Excellence by Nelson m.fraiman and Linda V.Green
Outline the major issues presented by the case;
Identify the analytical techniques or frameworks appropriate for resolving the problem, and
Outline steps to implement a specific course of action that is supported by the analysis.
Complete a 2-page (double space) analysis of the case, shortly describing:
The problem on hand
Identifying the important points
Case Study Questions
What is Ritz-Carlton's business strategy, e.g., who are their primary customers?
Among consumers, what accounts for Ritz-Carlton's reputation as a high-quality hotel? How is quality defined by customers?
How is quality defined within Ritz-Carlton? Does the DQPR (Daily Quality Production Report) data preadsheet indicate any significant quality problems?
If you were to select a category of defect to address from the DQPR (Daily Quality Production Report) data, which category would you address first? Why?