The Ritz-Carlton Hotel Company: The Quest For Service Excellence

  1. What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?
  2. Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality hotel? How is quality defined by customers?
  3. How is quality defined within Ritz-Carlton? Does the DQPR (Daily Quality Production Report) data in the ritz.xls spreadsheet indicate any significant quality problems?
  4. 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?
    1. What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?
    2. Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality hotel? How is quality defined by customers?
    3. How is quality defined within Ritz-Carlton? Does the DQPR (Daily Quality Production Report) data in the ritz.xls spreadsheet indicate any significant quality problems?
    4. 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?
      1. What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?
      2. Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality hotel? How is quality defined by customers?
      3. How is quality defined within Ritz-Carlton? Does the DQPR (Daily Quality Production Report) data in the ritz.xls spreadsheet indicate any significant quality problems?
      4. 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?