The Ritz-Carlton Case Study Solution

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Ritz-Carlton

· 
Who
are the Ritz Carlton customers, and what specific aspects of the market are they
targeting?

· 
Does
the Ritz Carlton have a service culture? If so, what have they done to create
it, and what will they need to do to sustain it?

· 
How
important is leadership in the creation of a service culture? Why?

· 
What
are the decision factors for the Ritz as they consider opening a new property?
Draw the parallels that exist between the decisions that confront the Ritz and
what has been discussed in class thus far relative to service operations
management.

· 
What
are some of the challenges presented by the Washington DC property that may be
unique vs. the openings of the other properties?

· 
Discuss
the operational standards that are important to the Ritz? How do they reinforce
these, and how do they measure them?

· 
Describe
the Seven Day Countdown process and its importance to the Ritz strategy,
organizational readiness and the challenges that it may present.

Case Study Write up: Should the Ritz
Carlton change the Seven Day Countdown process?

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