Ritz Carlton Hotels case study : operations management assignment 1. Main constituents of Ritz-Carlton's TQM system: Ritz Carlton possesses a particularly trained team of effective quality management executives. These executives spend about 25% of their total office time on discussing as well as resolving various quality related aspects…
Ritz Carlton considers that the clandestine to efficient quality management stays to employ efficient staff which recognizes the guests’ requirements and provides them immediately (Case Study, p. 301). Quality Planning: In the hospitality or service-care industry, quality is regarded as the extreme significance but unluckily up to now the spotlight has merely been on preparation lead staff to make sure guest satisfaction (Class Note 1 ppt, Slide 17). If a customer resides at the hotel, his opinion of quality is describes by the reliability, declaration and compassion. Ritz Carlton has situated this seeming quality as its main target and also for achieving it stresses on predictability, veracity as well as timeliness. All these three factors collectively lead to greater level of customer satisfaction (Case Study, p. 302). Quality Control: When these service customaries have been resolved the next stride is to determine on the measurement methods for monitoring how well these customaries are being realized. The most important problems faced by the services and hospitality industry in respect to implementing TQM are identifying measurements as well as process improvement techniques that generate quantifiable data (Class Note 2 ppt, Slide 6). In effect some measurement methods have previously been adopted by different hotels, such as Ritz Carlton. Various advance technologies are being used in order to get maximum advantages or benefits by employing different automated building as well as safety systems to different types of computerized reservation system. In this context, the Ritz Carlton has come up with greater user friendly tools and mechanisms in order to enhance the existing level of customer satisfaction (Case Study, p. 302). Quality Improvement: The hotel industry is expected to obtain higher level of quality improvement even without using different sophisticated statistical tools and techniques which are generally utilized by the production and manufacturing industries. Ritz Carlton, after achieving the “Baldridge award”, the organization has decided to lower the cycle time. This is the time holdup between recognizing the need of the customer and satisfying that need. Also the organization has set a target of achieving 100% customer retention. Along with these aspects personalizing through recognizing how the guests likes and/or needs to be treated or welcomed as well as calling them or welcoming them by their names makes these guests move greater rapidly toward the process of sustained loyalty. In this respect a warm as well as earnest greeting and also a loving farewell are regarded as the norm at the hotel, Ritz Carlton. Also this process is regarded as what Ritz Carlton trusts in and requires working on in a continuous manner in order to sustain the growing image of the brand of the hotel. Different TQM practices are not considered as the fact that brand image positioning becomes out of the scope of the development process or of the process of making effective operational management (Case Study, p. 303). 2. Importance of leadership and empowerment in TQM: Leadership plays an important role as one of the most significant determinants of successful process of TQM implementation. This is regarded as one of the most important aspects in determining the management quality as well as effectiveness of working staffs in the business organization. Leadership aspects have been ...
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