Review the Case-Quality at the Ritz-Carlton Hotel Company
And, Respond to the following Discussion Questions:
1. in what ways could the Ritz-Carlton monitor its success in achiev¬ing quality?
2. Many companies say that their goal is to provide quality products or 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?
4. How could control charts, Pareto diagrams, and cause-and-effect diagrams be used to identify quality problems at a hotel?
5. What arc some nonfinancial measures of customer satisfaction that might he used by the .Ritz-Carlton?