1. Describe and analyze how the Mission and Strategy of the Ritz-Carlton Hotel Company has been translated into an “operating” methodology? Specifically, how have these strategies and tactics been used to produce a quality environment? Be specific.
2. Good quality is espoused by high-level management many organizations. What actions might you expect from a company that intends to make good on this promise? What has the Ritz done? Hint: Deming may have spoken to this very issue.
3. It has been said that “Quality is Free”. Why might it cost the Ritz-Carlton less to “do things right” the first time? What is the cost of quality? Consider that there may be non-financial measure of customer satisfaction?
4. Identify and categorize the various TQM tools such as control charts, Pareto diagrams and cause and effect diagrams that could be used to identify quality problems at a hotel? How has the Ritz utilized these? Others?
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