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

Case Study Questions

1. What is Ritz-Carlton business strategy, e.g., who are their primary customers?
2. Among consumers, what accounts for Ritz-Carlton reputation as a high-quality hotel? How is quality defined by customers?
3. 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?
4. 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?