Ritz-Carlton Management Case

In order for the Ritz-Carlton to achieve quality, they need to meet their operational "goal." A successful quality strategy begins with an organizational culture that fosters quality, followed by an understanding of the principles of quality, and then engaging employees in the necessary activities to implement quality (Hazier & Render, 2011). To make sure their quality was up to par, the Ritz-Carlton stated examining different operations throughout their company: room service delivery, guest reservation and registration, message delivery, and breakfast service. The Ritz-Carlton had implemented employee teams, the teams determined work scheduling, what work needs to be done, and what to do about quality problems in their own areas (Hazier & Render, 2011). Top quality management (TQM) and Inspection are other ways for the Ritz Carlton to monitor their continuous improvement in quality

All in all, Ritz Carlton's implemented training methods are essential for the high quality and their success regarding increasing customer and as well employee satisfaction. The Gold Standards, the daily line-up and the quality control through quality leader are some of the important factors which gave the company the reputation they have nowadays. Analysing these methods does not only show the positive sides of the strict standards but clearly emerged also the disadvantages. Due to the strict regulations the pressure on employees rises tremendously and leads to a lack of individuality and missing spontaneity. Also the high costs of $5000 per employee per year should not be left out but highlighted as negative aspect. To use their opportunities Ritz-Carlton should retain their training programs but retain them a bit to keep the employees individuality, spontaneity and naturalness which would help to adapt to the changing customer profile.

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