Case Study

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* This case is about Ritz-Carlton
* Founders are Caesar Ritz and August Escoffier
* The Ritz-Carlton hotels are luxurious, elegant and formal * They provide exemplary customer services
* There motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen” * Diana Oreck is the vice president of Ritz-Carlton
Q1: Using Exhibit 3-2 and information from this case, describe the culture at The Ritz-Carlton. Why do you think this type of culture might be important to a luxury hotel? What might be the drawbacks of such a culture? * Attention to detail

* Outcome orientation
* People orientation
* Team orientation
* Aggressiveness
* Stability
* Innovation and risk taking
* Importance of this culture
This type of culture is important because it has influence on employees and it is associated with high performance * Drawbacks of such culture
This type of culture prevent employees from trying new approaches especially when conditions are changing rapidly Q2: What challenges do you think the company faced in changing the culture? What is The Ritz-Carlton doing to maintain this new culture? (A)

Following person would be happiest in such cultures
* Who is risk taker
* Who wants to work in a team
* Who focus on results and outcomes
(B)
New employees learn culture from stories, rituals, material symbols and languages like company provides exemplary services and luxurious services Q4: What could other organizations learn from The Ritz-Carlton about the importance of organizational culture? Following things organizations can learn from The Ritz-Carlton about the importance of organizational culture: * Employees are more loyal

* High organizational performance
* What employees supposed to do?
* What organization expect from employees?
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