What is Ritz-Carlton’s business strategy?

What is Ritz-Carlton’s business strategy?

Review the case, Ritz-Carlton Hotel Company – The Quest for Service Excellence

After reviewing the case, prepare responses to the following 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 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 data, which category would you address first?
5. For the defect category you selected, consider the process that generates the defects. Construct a p-chart to assess whether or not the process is in control. Identify the day(s) on which some assignable cause of added defects arose.
6. Using the results of your analysis, as well as other relevant tools of quality and your common-sense knowledge of hotel operations, generate hypotheses about the possible root causes of the defect category that you selected.

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