Pm583 Operations Management Ritz Carlton Case Stud

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Ritz-Carlton Video Case Study Xxx xxxx Keller Graduate School of Management Ritz-Carlton Operations Management 1. Describe and analyze how the Mission and Strategy of the Ritz-Carlton Hotel Company has been translated into an "operating" methodology? Specifically how have these strategies and tactics been used to produce a quality environment? Be specific. The Ritz-Carlton Hotel Company has developed a pyramid concept to align all of its business activity and operations in support of the company’s mission. At the top of the pyramid is the company’s mission: “To be the premier worldwide provider of luxury travel and hospitality products and services.” The next level is a 10 year mission which defines product and profit dominance, a five year mission which is broken down into 14 vital few objectives, tactics for improving key processes, and strategies and action plans for sharpening customer and market focus. Beneath these layers is the company’s total quality management. At the base of the pyramid is the company’s values and philosophy (National Institute of Standards and Technology, 2000). These values and philosophy are defined in the company’s “Gold Standards and are the foundation of its operations. The Gold Standards include The Credo, The Motto, The Three Steps of Service, Service Values, The 6th Diamond, and The Employee Promise. See Appendix A for further details. The Gold Standards define mission and strategy in operating methodology. The Credo defines the mission as: “The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.” Its motto, "We are Ladies and Gentlemen serving Ladies and Gentlemen.” serves to exemplify the anticipatory service provided by staff members. The hotel fulfills the mission and motto through strategies emboldened in the company’s three steps of service 1) A warm and sincere

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