Ritz Carlton

Ritz Carlton was the primary inn that got the Malcolm Baldrige National Quality Award in 1992. In 1999 it won the honor for the second time. This remained as acknowledgment for its ceaseless change in total quality management.

Ritz Carlton focuses on the guideline needs of its clients and offers them with minding services. Center towards innovation and performance of the employees are Ritz Carlton's most prominent quality. It has helped the organization to get the honor twice and enhance its quality.

1. Explain the problem to the Ritz Carlton was trying to solve in year 2000 when they began their major change process?  

We think that the problem that the Ritz Carlton was trying to solve in year 2000 is related to customer service and satisfaction. Ritz Carlton wanted to understand its customer. To them, creating quality improvement opportunities by understanding the preferences or their guests was what they needed to work on.

2. What type of techno structural intervention did they employ?

The techno structural intervention that the Ritz employed is the customer centric structure. The customer centric structure focuses on he creation of solutions and satisfaction of key customers or customer groups (Cummings & Worley, 2009, p.349). We can see that the Ritz applies this structure by there three service steps which are the anticipation and fulfilment of each guest’s needs, a warm and earnest welcome by utilizing the visitor’s name, and finally by giving a warm goodbye. It also explains in the case study that each employee has to act at first notice if a problem occurs with a guest. For them, guests must always be satisfied. They can even spend up to $2000 to do so if necessary. Also, each level of the organization has to meet to improve the TQM and talk about it.

3. Analyze and evaluate if and how the Ritz Carlton employs TQM and Deming's 14 Principles in their organization, provide evidence from the case?

About the 14 principles of Deming’s, the most obvious are:

1.Create constancy of purpose for improving products and services: They certainly do improve their services by reviewing each week various measures of service quality and performance.

2.Adopt the new philosophy: