On Page 232 of your Heizer and Render text, review Case Study of Quality at Ritz Carlton Hotel and prepare a comprehensive case summary.
Your case summary must include each of the following requirements:
Summarize the relevant background information from the case.
Identify the business problem or challenge that the organization faces.
Comment on the appropriateness of the actions taken by the organization.
Provide at least two recommendations that would improve efficiencies. Base your recommendations on the weekly chapter content.
Answer the discussion questions at the end of the case in the text.
MICROSOFT WORD, APA FORMAT, SCHOLARLY REVIEWED CITATIONS
Discussion Questions*
1. In what ways could the Ritz-Carlton monitor its success in achieving quality?
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?
3. Why might it cost the Ritz-Carlton less to "do things right" the , first time?
4. How could control charts, Pareto diagrams, and cause-and-effect diagrams be used to identify quality problems at a hotel?
5. What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton?