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The Ritz Carlton Hotel Company The Quest For Service Excellence Case Solution

Solution Id Length Case Author Case Publisher
2036 1199 Words (6 Pages) Nelson M. Fraiman, Linda V. Green, Aliza Heching, Garrett van Ryzin Columbia Business School : CU09
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There are a number of defects in the existing processes and control environment implemented at Ritz-Carlton Hotels, which need to be identified and remedied. The Data Quality Production Report is produced on a weekly basis to capture all the defects which were identified during the week and to be used as a tool for improvement. Ritz-Carlton, however, has not in place any standard method for analysing the report. Instead, the quality assurance personnel at each hotel use their judgment and methods to read and comprehend the report for necessary action. Further to this, the quality assurance individuals do not use uniform statistical software to read the data into a meaningful format, and it is also a possibility in many cases that these quality personnel may have variable degrees of statistical training.

Following questions are answered in this case study solution

  1. What defects were the most problematic? What caused them? 

  2. Are you sure you can determine the causes of the defects? If not, why not? What process would you put in place to detect the them? 

  3. More broadly, what new initiatives might be required in order to eliminate the defects reported in the DQIS? 

  4. What are the specific processes it needs to put in place? Justify your answer by giving the broader management principles behind your suggestions.

Case Analysis for The Ritz Carlton Hotel Company The Quest For Service Excellence Case Solution

In addition to the above, Data Quality Information System is another platform that measures the level of service offered and the degree of customer satisfaction by the information which is fed into the system. However, the employees at Ritz-Carlton are entirely focused toward customer pacification, and once the customers are satisfied and the problem is remedied, the employees do not report the defect into the DQIS, which then acts as a deterrent in identifying the root causes of defects incurred. The immediate impact of this defect is that the hotel loses customers owing to deficiencies not being officially reported, and the hotel is also not able to improve the services offered in a more proactive manner. 

2. Are you sure you can determine the causes of the defects? If not, why not? What process would you put in place to detect the them? 

It is vital that Ritz-Carlton can identify the causes of defects so that these can be rectified, and any lag in the services to the customers can be eliminated from the standard procedures. The Data Quality Production Report is entirely understood and actioned upon by the quality assurance managers according to their perception and discretion. This can lead to variable degrees of actions and remedial tasks undertaken to improve the service across the chain of hotels. This defect can be detected by implementing an organization-wide protocol of documenting the findings of the Data Quality Production report so that the understanding of defects and the consequential actions taken by the quality assurance managers can be established and assured that optimal measures are taken to improve the service quality by the managers. 

Secondly, the defect also lies in the behaviour of the employees not reporting defects into the Data Quality Information System once the errors have been fixed. This can grow into a huge problem in the long run and must be rectified through training and counselling to the employees for taking the defects information seriously and reporting these errors to the database so that anomalies and trends could be identified and the hotel can undertake a uniform approach in eliminating this issue. In addition to this, a certain level of accountability must be extended onto the employees to report on a weekly basis all the defects they have identified in servicing the customers and the consequent actions taken.

3. More broadly, what new initiatives might be required in order to eliminate the defects reported in the DQIS? 

There are certain broad measures which can allow Ritz-Carlton to improve the defects which are reported in the Data Quality Information System. Firstly, the hotel needs to develop a workforce that remains unmatched in the standards of quality and luxury. This can be executed by making training an absolute priority on a daily basis instead of being a one-time thing. Companies, where the staff works above the reasonable hours, are able to blend the traditional training techniques with just in time training methods like the Performance Support Systems, which can help in monitoring the service levels and provide real-time guidance facilities (Hahn, et al., 2017).

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