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TQM Case Study

The Ritz-Carlton was the first hotel company to win the Malcolm Baldrige National Quality Award. To apply for the award, the company undertook a rigorous self-examination of its operations to measure and quantify quality across 19 key processes. This included statistical measurement of process times to develop performance benchmarks. With quantifiable targets, Ritz-Carlton now focuses on continuous improvement and 100% customer satisfaction. Employees work in self-directed teams to determine work scheduling and quality improvement in their areas. Ritz-Carlton believes this educated approach is in the best interest of the organization.

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Vaishnavi khot
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445 views2 pages

TQM Case Study

The Ritz-Carlton was the first hotel company to win the Malcolm Baldrige National Quality Award. To apply for the award, the company undertook a rigorous self-examination of its operations to measure and quantify quality across 19 key processes. This included statistical measurement of process times to develop performance benchmarks. With quantifiable targets, Ritz-Carlton now focuses on continuous improvement and 100% customer satisfaction. Employees work in self-directed teams to determine work scheduling and quality improvement in their areas. Ritz-Carlton believes this educated approach is in the best interest of the organization.

Uploaded by

Vaishnavi khot
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Q1 Case Study Ma Bloo CO

“Ritz Carlton” was the first hotel company to win the Malcolm rks ms No.
Baldrige National Quality Award. The name alone evokes images of (20) Level
luxury and quality. Ritz treats quality as if it is 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, guests buy an experience when they
stay at the hotel and not products. Hence, quality is difficult to
quantify. Thus, creating the right combination of the elements to
make the experience stand out is the challenge and goal of every
employee, from maintenance to management.
Before applying for Baldrige Award, company management
undertook a rigorous self-examination of its operation in an attempt
to measure and quantify quality. Nineteen processes are studied,
including room-service delivery, guest reservation and registration,
message delivery and breakfast service. This period of 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 targets in place, Ritz Carlton managers
and employees now focus on continuous improvement. The goal is
100% customer satisfaction. If a guest’s experience does now meet
expectation, The Ritz- Carlton risks losing that guest to competition.
One way the company has put more meaning behind its quality
efforts is to organize its employees into “self-directed” work teams.
Employees teams determine work scheduling, what work need to be
done and what to do about quality improvement in their own areas.
Employees are also given an opportunity to take additional training
in hotel operations so that they can understand the relationship of
their specific area to the overall goals. Ritz Carlton believe that a
more educated and informed employees is in a better position to
make decisions in the best interest of the organization.
Questions:

1
a) 1) In what ways could the Ritz-Carlton monitor its success in 5 5
achieving quality?
b) 2) Why might it cost the “Ritz-Carlton less to “Do things right” 4 3
the first time?

Q2 a) Draw a fish-bone diagram explaining the causes of Traffic Jam (10) 6 2


(Problem) in your city.
OR
b) Describe the “P-D-C-A cycle” for problem solving. 1 3

Q3 a) List the 7QC tools and explain it with examples. (10) 2 1


OR
b) A product has a mean of 57.5 and a standard deviation of 0.8. The 3 2
product has a specification of 57.0 ± 4.0. Find the Cpk.
Q4 a) What is Process Capability? How do you compute “process (10) 5 4
capability index”? How it is interpreted?
OR
b) Explain the effect of installation of a JIT system in (i) Layout and 4 4
equipment (ii) Workers (iii) Suppliers
Q5 a) What is Strategic Planning for TQM? Explain the role of quality in (10) 2 5
Strategic Planning.
OR
b) Distinguish between mass, craft and lean manufacturing. 1 2

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