Kean Ritz Carltons Business Strategy Case

Kean Ritz Carltons Business Strategy Case

Table of Contents

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Instructions

Kean Ritz Carltons Business Strategy Case

I’m working on a business question and need guidance to help me learn.

Review the case, Ritz-Carlton Hotel Company – The Quest for Service Excellence

After reviewing the case, prepare responses to the following questions:

What is Ritz-Carlton’s business strategy, e.g., who are their primary customers

Kean Ritz Carltons Business Strategy Case

Among consumers, 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?

For the defect category you selected, consider the process that generates the defects. Construct a p-chart to assess whether or not the process is in control. Identify the day(s) on which some assignable cause of added defects arose.

Using the results of your analysis, as well as other relevant tools of quality and your common-sense knowledge of hotel operations, generate hypotheses about the possible root causes of the defect category that you selected.

Kean Ritz Carltons Business Strategy Case

RUBRIC
Excellent Quality 95-100%	Introduction 45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.		Literature Support 91-84  points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.			Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score 50-85%	40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.		83-76  points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.			52-49  points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality 0-45%	37-1 points The background and/or significance are missing. No search history information is provided.		75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.			48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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