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

Discussion Questions

1. In what ways could the Ritz-Carlton monitor its success in achieving quality?

2. Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?

3. What might it cost the Ritz-Carlton less to “do things right” the first time?

4. How could control charts, Pareto diagrams, and cause-and-effect diagrams be used to identify quality problems at a hotel?

5. What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton?