Case #5: Ritz Carlton – What is Ritz-Carlton’s business st

Case #5: Ritz Carlton – What is Ritz-Carlton’s business strategy? Who are their primary customers? – Among customers, what accounts for Ritz-Carlton’s reputation as a high—quality hotel? How is quality defined by customers? – How is quality defined within Ritz-Carlton? Does the DQPR data in the ritz.xls spreadsheet indicate any significant quality problems? – If you were to select a category of defect to address from the DQPR data, which category would you address first? Why? – For the defect category you selected, consider the process that generates the defects. Generate hypotheses about the possible root causes of the defect and potential solutions. **** All case write ups shall be written using Ariel font, double-spaced, 11 pt. font, normal margins. Individual write-ups shall be a maximum of 3 pages, not including any charts, graphs, etc.

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