Ritz Carlton Essay examples -- essays research papers

In 1983, chairwoman and COO, Horst Schulze, decided upon a st rollgy to practise the Ritz Carlton in value to postulate on role. The strategy affected the entire organization, with significant differences in      defining traits of all company products defined in the company religious doctrine     Translating the Credo into basal standards to clarify the responsibilities for employees     Personally train employees the new Ritz-Carlton Credo and basic standards (the bills Standards)     Aggressively instilling a passion for excellence louvre years later, Schulze began using the Malcolm Baldridge National Quality Award criteria to develop a system of business excellence. This system used the Deming Wheel in order to achieve optimum performance levels throughout the organization. With these new policies in place, Schulze caterpillar tread Ritz Carlton to the first recipient of the Malcolm Baldridge National Quality Award for Service. The 1999 Ritz-Carlton application synopsis is as followsCriteria 1 Leadership Plan There are septette proper(postnominal) decisions collectively made by Senior Leaders to traffic circle direction for business excellence     10 year vision           dodging     5 year mission          Methods     3 year objective           al-Qaeda     1 year tactic     The senior leaders formed the Gold Standards, which are comprised of the Credo, The Basics, Three Steps of Service, the Motto, and the Employee Promise. Together, the Gold Standards have the ability to place employees to take initiative in thinking and acting with innovation and independence, for the boilers suit benefit of not only the company, but the customers as well. Do particular(prenominal) actions by senior leaders in order to properly manage the new leadership approach are made up of troika salient processes     Ensuring each new hotels goods and services are feature of all other Ritz Carltons on opening day.     The results of seven specific decisions defined at the annual ... ... well as drivers of employee satisfaction.7.4     Supplier and partner in crime ResultsThe Ritz-Carlton ensures that performance requirements of their suppliers are met through a thorough Supplier deference and Quality survey that measures key aspects of supplier quality. Purchasing personnel at each hotel fill out the survey every six months and rate specific issues, for example, fit for use, accuracy and service, etc. Suppliers who achieve an 80% or better overall rating on all attributes meet Ritz-Carltons quality requirements.7.5     Organizational Effectiveness ResultsRitz-Carl tons C.A.R.E. program of systematic deterrent maintenance has kept their property and equipment at world-class levels at cut back costs. This is in line with their goal of pursuing a defect-free environment.With unemployment at a low and significant competition for skilled workers, the Ritz-Carlton embarked on a study project to improve the cycle time from when a potential new-hire walks in the door and a job offer is tendered. Using scientific quality approaches, the Ritz-Carlton has improved cycle time from 21 days in 1996 to simply 1 day in 1999.