Article the ritz-carlton hotel company the quest for, Ask an Expert

Management Studies

Article : The Ritz-Carlton Hotel Company The Quest for Service Excellence By NelSon M. Fraiman and Linda V.Green and Aliza Heaching and Garrett J. Van Ryzin

Case Study Questions

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?

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Operation Management, Management Studies

Category:- Operation Management
Reference No.:- M92515414

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