Chapter 3: Case Title: Making You Say Wow Submitted To
Dr Masudur Rahman
Professor Faculty of Business Studies Department of Marketing University of Dhaka
Submitted By Group C
1 2 3 4 5
Sharna Rubaiya Md. Yameen Hossain Md. Ridwanul Arafat Samara Salsabeel Khan Md. Samin Salakin
22nd 22nd 22nd 22nd 21st
Date of Submission: 01st December, 2012
Case Summary: Making You Say Wow
Culture is the full range of learned human behavior patterns. Culture is a powerful human tool for survival, but it is a fragile phenomenon. It is constantly changing and easily lost because it exists only in our minds. Taylor said that culture is "that complex whole which includes knowledge, belief, art, law, morals, custom, and any other capabilities and habits acquired by man as a member of society." The force is human culture, broadly defined as any learned behavior; culture itself seems to be a powerful force of natural selection. People adapt genetically to sustained cultural changes as well.
Organizations should strive for what is considered a "healthy" organizational culture in order to increase productivity, growth, efficiency and reduce counterproductive behavior and turnover of employees. A variety of characteristics describe a healthy culture, including: Acceptance and appreciation for diversity Regard for and fair treatment of each employee as well as respect for each employee’s contribution to the company Employee pride and enthusiasm for the organization and the work performed Equal opportunity for each employee to realize their full potential within the company Strong communication with all employees regarding policies and company issues Strong company leaders with a strong sense of direction and purpose Ability to compete in industry innovation and customer service, as well as price lower than average turnover rates (perpetuated by a healthy culture) Investment in learning, training, and employee knowledge. Some time we can see that some Organization belief in employee empowerment where they give power to their employee to serve their customer‘s in these situation employee feel that they are also an important part of their Organization and give their Best Effort to satisfy customers. So in these organization culture employees also feel free to do their job as its one way to motivate employees as well to get the best output from them and these Organization culture is now followed by (Ritz-Carlton Hotel) where they don’t tell their employees how to make their guests happy. So in that situation employees try to serve something new from them to make guests happy and also try to make highly satisfied customer as well. Now-a-days these organization culture adapted by Ritz-Carlton also give them a Positive result as well.
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
1. Using exhibit 3-2 and the 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?
Description of the Culture of The Ritz-Carlton
The Organizational culture of Ritz-Carlton Hotel in the past is like everything on the services is scripted. Then the new approach culture in the company changed to opposite direction to “moved away from that heavily prescriptive, scripted approach and toward managing to outcomes” said Diana Orek, vice president. This type of culture is very important as a Luxury Hotel because the service is not look stiffed and very natural service, provide that all of this have a base guidance and service based. So, the term and culture is just for directing...
Please join StudyMode to read the full document