EMPLOYEE TRAINING &

DEVELOPMENT
MR.NADEEM AKHTAR
INTRODUCTION
INTRODUCTION
ser.en.dip.i.ty (n) CONT’

Ritz-Carlton was founded in 1898.

The president and COO of Ritz-Carlton is Horst Schulze.
The Vice President of HR is Leonardo inghilleri.
The vice president of Quality is Patrick Mene.
The General Manager( Washington D.C.) is James McBride.
Ritz Carlton is one of the luxury hotel chains in the world.
It has 71 owned locations and operating in 23 countries.
It has 32,000 well trained employees base.
It is the only company to win two Malcolm Baldrige National
Quality Awards (1992 and 1999).
In an independent survey, 99% of customer said that they are
satisfied with the hotel service and 80% are extremely
satisfied.
The main competitors of Ritz-Carlton is Four seasons, Hong
Kong, Shanghai Hotels, Resort Worldwide, Limited and
Starwood.
What do you think about
the core problems of the
Gillette?
PROBLEMS !
PROBLEMS
CORE PROBLEMS:
•Expected increase in competition.

Before TQM:
•They were not accustomed to teamwork.
(They are not able to solve the problems alone).
•They were fighting for their own interest.
•Missing the support of all of this operating committee.
•Increasing participation.
•They didn't understood how work costs other areas.

After TQM:
One to one contract approach.
Q2: Do you agree that they
should have the same
quality system everywhere?
Why and how? If not, then
why and why not?
ANSWER
•Direction to work as a whole to enhance the efficiency everywhere.
•It eliminates the usual departmental barriers and selfish attitudes.
•It helps the team achieve its objective with recognition of their
empowerment because culture of environment demands significant
changes from traditional leadership style.
•Focused on customer satisfaction both internal and external.
•It helps to increase the market share for Argentina, continuous
improvement, open mindedness to change, and working as a team.
•Getting full management support
•Increasing participation
•Execution of objectives with the sense of urgency
•Sustaining momentum
•Increase market share
•Awarded quality stars and performances appraisals for the employees
to encourage them to work hard for the betterment of the team work
of quality system.
CONCLUSION
 CONCLUSION

TQM leads them towards the

alignment of their task by
continuingly improving themselves
through different quality programs
and to motivate them to work as a
whole.
Embrace change, YOU
THANK embrace serendipity
!!!!!!!