In your opinion, which of the tools explored in this unit is the most efficient at improving quality? Explain why.
Please answer in 200 words or more. As usual, use your own words – please do not copy and paste from a web site. Be sure to reference your sources.
Case Study 2: Quality at the Ritz-Carlton Hotel Company
Ritz-Carlton. The name alone evokes images of luxury and quality. As the first hotel to win the Malcolm Baldrige National Quality Award, The Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expectations and making sure that each hotel is free of any deficiency.
In the hotel industry, quality can be hard to quantify. Guests do not purchase a product when they stay at the Ritz: they buy and experience. Thus, creating the fight combination of elements to make the experience stand out is the challenge and goal of every employee, from maintenance to management.
Before applying for the Baldrige Award, company management undertook a rigorous self-examination of its operations in an attempt to measure and quantify quality. Nineteen processes were studied, including room service delivery, guest reservation and registration, message delivery, and breakfast service. This period of self-study included statistical measurement of process work flows and cycle times for areas ranging from room service delivery times and reservations to valet parking and housekeeping efficiency. The results were used to develop performance benchmarks against which future activity could be measured.
With specific, quantifiable target in place, Ritz-Carlton managers and employees now focus on continuous improvement. The goal is 100% customer satisfaction: if a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition.
One way the company has put more meaning behind its quality efforts is to organize wits employees into “self-directed” work teams. Employee teams determine work scheduling, what work needs to be done, and what to do about quality problems in their own areas. In order that they can see the relationship to their specific area to the overall goals, employees are also given the opportunity to take additional training in hotel operations. Ritz-Carlton believes that a more educated and informed employee is in a better position to make decisions in the best interest of the organization.
In the learning journal, you should record your activities, and record problems you may have encountered, as well as your notes and thoughts about the material. In addition, you should consider the following questions for reflection:
Choose one of the processes from these (ensuring the meetings are well facilitated, arranging meetings, ensuring meetings are well scheduled, making decisions and inspections to ensure the teams are functioning perfectly), and apply the 5S methodology to it. Explain each step. How is the resulting process different?
Please answer these questions in 300 words or more. Your answer should reflect your personal experience and should be thoughtful and introspective.