Hrc - Case

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Ritz Carlton Cesar Ritz born in Switzerland 1850 Became known as the “king of Hoteliers” Opened 3 luxury hotels in Europe Died in 1918, wife continued expansion of the business Former CEO William Johnson acquired the rights to the name The Ritz--Carlton Hotel Company, L.L.C. was established in 1983 with the purchase of the Ritz-Carlton, Boston and the rights to the name "Ritz-Carlton". The standards of service, dining and facilities of this Boston landmark serve as a benchmark for all Ritz-Carlton Hotel and resorts worldwide. Luxury, service, quality. 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 of 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? The Ritz-Carlton prides itself for luxury, service and quality and “Doing things right the first time” is their top priority. Poor quality begets costs, “doing things right” reduces the cost of quality for The Ritz-Carlton. Poor quality in the form of product or service affects the internal, external, inspection and prevention cost of the company. Moreover, poor quality resulting to lost customers, lost market share, and many hidden costs and foregone opportunities are cost that may never be recovered by The Ritz Carlton. 4. How could control charts, Pareto diagrams, and cause-and-effect diagrams be used to identify quality problems at a hotel? The Pareto Diagram (80/20 rule) and Cause and Effect Diagram can be utilized by hotels such as The Ritz-Carlton for the identification and analysis of problems and devise initiatives in solving problems in their organizations. The Fishbone diagram is used to determine root causes while Pareto diagram can

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