Ritz Quality

Topics: Malcolm Baldrige National Quality Award, Hotel, Total quality management Pages: 5 (1303 words) Published: June 12, 2013
Ritz_Quality Female, Male, Ralph Vick

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[Music playing] Female: Luxury, service, quality – these three words capture the essence of a stay at the Ritz-Carlton. Creating this atmosphere of refined elegance and relaxation may appear effortless to a guest, but every employee at any of the company’s 31 worldwide locations will tell you it takes a daily commitment to make the desired experience happen for each and every guest. The Ritz-Carlton hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service – [Crosstalk] Female: – personal service and facilities for our guests, who always – [Crosstalk] Male: Male: – who always enjoy a warm, relaxed, yet refined ambiance. The Ritz-Carlton experience enlivens the senses and instills – [Crosstalk] Female: – instills well-being and fulfills even – [Crosstalk] Male: Female: – and fulfills even the unexpressed wishes and needs of our guests. Winning the Malcolm Baldrige National Quality Award in 1992 represented a significant milestone in the company’s quest for quality achievement. Ralph Vick, general manager of the Phoenix Ritz-Carlton, participated in the 1992 application process. The preparation for the Malcolm Baldrige application was a fairly extensive one. It took us a few years to really figure out how we do this thing called total quality management. And I think one of the things that we identified very early on was certain processes that were common to all of our hotels. For the very first time in our industry we looked at how work got done. And through the process and process team management we were able to discover some significant for improving our processes



Ralph Vick:


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Ritz_Quality Female, Male, Ralph Vick

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within our hotel, all of which had many ramifications, most of them financial. But a lot of them had moral applications and really helped us take a look at how we were running our hotels with our people. And it had morale implications, so getting our employees really pumped about getting them involved in the process. Female: A list of 20 Ritz-Carlton basics now guide each day’s efforts toward a company-wide goal of 100 percent customer satisfaction. The basics play a very, very important role in quality, primarily because quality, in a lot of ways, is a foreign __________ in our industry; so we have to break it down to the basics. One of the basics we refer to is a gentleman that we call Mr. Biv, and Mr. Biv is an acronym for Mistakes, Rework, Breakdown, Inefficiencies, and Variation. And we call him Mr. Biv because he happens to be this little gentleman that runs around our hotel, and all of our hotels from time to time, and causes complexity and breakdowns in our systems. And through that simplification, we really are able to help our hourly employees identify with what some of those defects are and help relate and give us better answers and better input for how to get rid of Mr. Biv in our system. Achievement of quality at the Ritz-Carlton is monitored through a variety of mechanisms: customer surveys and letters, employee reports, and financial performance measures. When problems are detected they are researched and evaluated so that appropriate action can be taken. Quality is monitored in our hotels on a daily, weekly, monthly, and yearly basis: primarily daily. One of our tools we have that we use is called the Daily Quality Production Report, and it is a conglomeration of a lot of information that comes from all over the hotel, such as comment cards; Guest Incident Action Form, which is a tool that we have for detailing a guest incident, if it happens; housekeeping reports; engineering reports; defect reports that are pulled in from our employees when they’re telling us what’s going wrong and they’re working _______ on a day-to-day basis. With that information we were able to identify what our...
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