The Ritz Carlton and the quality operations this hotel chain represents are the focus of this case study that consists of sixteen pages. Ten sources are cited in the bibliography.
Name of Research Paper File: D0_SNRitzcr.doc
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of a corporate lifetime -- to win it twice is simply astounding! Bibliography lists 10 sources. SNRitzcr.doc The Ritz-Carlton Wins the Baldridge - Again! Research Compiled for
, Enterprises Inc. By Susan A. Nelson - August 2001 paper properly! Introduction
In todays business world managers all across the globe are striving to master the recent wave of managerial elements known as total quality management (TQM). By
most accounts this term is defined as managing the entire organization so that it excels on all dimensions relevant to products and services that are important to the customer. Of
course, however, this is not the only view of what TQM encompasses. Different companies that have already installed the total quality management system have their own opinions of what it
means (Crownover, 1998 and See Also Hutton, 2000). For example, Boeing Corporation has defined quality as "providing our customers with
products and services that consistently meet their needs and expectations," and the U.S. Department of Defense says simply that it is "doing the right thing right the first time, always
striving for improvement, and always satisfying the customer" (Brown, 2000). As you can see, although there are various definitions for total quality management, the bottom line inextricably points
directly to customer satisfaction. Whatever definition is used the basis for TQM must include meeting customer specifications, and meeting legal requirements, while also diligently striving to build the proverbial mousetrap
that is much better than ones competition (Kessler, 1995 and See Also Hutton, 1994). In keeping with these high-minded ideals,