What elements of total quality management

Assignment Help Operation Management

Reference no: EM131417533

Ritz-Carlton . The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Balrige National Quality Award, the Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expections and making sure that each hotel is free of any deficiency.

In the hotel industry, quality can be hard to quantify. Guests do not purchase a product when they stay at the Ritz: They buy an experience. Thus, creating the right combination of elements to make the experience stand out is the challenge and goal of every employee, from maintenance to management.

Before applying for the Baldrige Award, company management undertook a rigorous self-examination of its operations in an attempt to measure and quantify quality. Nineteen processes were studied, including room service delivery, guest reservation and registration, message delivery, and breakfast service. This period of self-study included statistical measurement of process work flows and cycle times for areas ranging from room service delivery times and reservations to valet parking and housekeeping efficiency. The results were used to developed performance benchmarks against which future activity could be measured.

With specific, quantifiable targets in place, Ritz-Carlton managers and employees now focus on continuous improvement. The goal is 100% customer satisification: If a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition.

One way the company has put more meaning behind its quality efforts is to organize its employees into “self-directed” work teams. Employees teams determine work scheduling, what work needs to be done, and what to do about quality problems in their own areas. In order that they can see the relationship of their specific ares to the overall goals, employees are also given the opportunity to take additional training in hotel operations. Ritz-Carlton believes that a more educated and informed employee is in a better position to make decisions in the best interest of the organization.

Question:

What elements of total quality management (TQM) are being used in the Ritz-Carlton Hotel?

Reference no: EM131417533

Questions Cloud

How an individuals behavior can perpetuate group norms : How these behaviors and relationships affect individual people's behavior? How individual's behavior can perpetuate group norms within this community? Factors that may lead to predisposition to addiction, crime, or mental health issues?

International or global company than a domestic one : Would it be easier to just follow the business practices and customs of the country in which you're doing business? Why or Why not? Are there more stakeholders for an international or global company than a domestic one? Explain your answer.

Assemble for healthcare leadership : What information would you assemble for healthcare leadership in your organization to monitor healthcare cost? would that differ if your work in a hospital versus a physician practice or other organization?

Identify the factors and their levels for given design : An ANOVA for a 2 × 3 factorial design was conducted on the data. Identify the factors and their levels for this design.- The results of the ANOVA are summarized in the next table. Fully interpret the results.

What elements of total quality management : Ritz-Carlton . The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Balrige National Quality Award, the Ritz treats quality as if it is the heartbeat of the company. What elements of total quality manageme..

Describe the makeup and purposes of the house of burgesses : What steps were taken to overturn this and describe the makeup and purposes of the House of Burgesses? Discuss the meaning of "Burgesses" and the significance of this singular event

What is the greatest barrier to ensuring the quality of data : What is the greatest barrier to ensuring the quality of data used for performance measurment purpose?

Consider capital budgeting problem with six project : Consider a capital budgeting problem with six project represented by binary (0 or 1) variables X1, X2, X3, X4, X5, X6.

Conduct the appropriate anova f tests : Conduct an analysis of variance on the data. Summarize the results in an ANOVA table.- Conduct the appropriate ANOVA F-tests at α = .01. Interpret the results.

User Account

All Pages