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

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    Case Study Questions

     

    What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?

     

    Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality hotel? How is quality defined by customers?

     

    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?

    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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