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

2. Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality

hotel? How is quality defined by customers?

3. How is quality defined within Ritz-Carlton? Does the DQPR data in the ritz.xls

spreadsheet indicate any significant quality problems?

Ritz-Carlton is fully aware of the everchanging styles of the customers as the time

changes. Ritz-Carlton since its inception have several times updated the style of service

they provide to their patrons. Ritz-Carlton is always giving more than the anticipated

service to their patrons in addition to best of the in-room and in-facility products. Ritz-

Carlton gives special attention in hiring new employees to make sure they live up to the

exceptional brand name of the Ritz-Carlton.

4. If you were to select a category of defect to address from the DQPR data, which

category would you address first? Why?

DQPR data clearly shows there were 183 instances of defects in the cleanliness of

the room in the sample test given. Room cleaning would have to be corrected to match to

the promised quality. The customers in general would be spending a lot of the time in the

room and this would lead to consistent exposure to uncleanliness and continued nuisance

leading to overall terrible experience.

5. 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.

The process that generates cleaning defects at Ritz-Carlton could be lesser

number of housekeepers, lack of training, lesser attention to scheduling etc. Below table,
 shows the p-chart of the all the defects at Ritz-Carlton. The days on which most of the

defects occurred which were out of control limits (UC= 0.024 and LC = 0).

Day of Total
Date week Occupancy defects P-avg UC =0.024
12-Jan-97 Sunday 277 8 0.0289 Out of Control
12-Mar-97 Wednesday 470 15 0.0319 Out of Control

6.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.

As identified earlier, room cleaning poses the biggest threat to high quality

promise of the Ritz-Carlton. To address this issue, hotel needs to come up with the

solutions such as recruiting more housekeepers, training and development of the

employees, creating and maintaining the optimum time consuming cleaning schedules,

incentives for housekeepers who receive better rating from patron though survey card left

in the room.

, N., Green, L., A., G. (2010, August 13). The Ritz-Carlton Hotel Company: The Quest for

Service Excellence. Retrieved September 5, 2018, from https://hbr.org/product/the-

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