Operations Management Assignment in Ritz Carlton Hotels - Essay Example

Ritz Carlton Hotels case study operations management assignment Main constituents of Ritz-Carltons TQM system: Ritz Carlton possesses a particularly trained team of effective quality management executives. These executives spend about 25% of their total office time on discussing as well as resolving various quality related aspects. Numbers of weekly meetings are arranged in order to argue product as well as service quality, aspects like guest satisfaction, greater profits earnings and competitive position in the industry. Also competition as well as growth and development of the market are discussed in these meetings. Ritz Carlton considers that the clandestine to efficient quality management stays to employ efficient staff which recognizes the guests’ requirements and provides them immediately (Case Study, p. 301). Quality Planning: In the hospitality or service-care industry, quality is regarded as the extreme significance but unluckily up to now the spotlight has merely been on preparation lead staff to make sure guest satisfaction (Class Note 1 ppt, Slide 17). If a customer resides at the hotel, his opinion of quality is describes by the reliability, declaration and compassion. Ritz Carlton has situated this seeming quality as its main target and also for achieving it stresses on predictability, veracity as well as timeliness. All these three factors collectively lead to greater level of customer satisfaction (Case Study, p. 302). Quality Control: When these service customaries have been resolved the next stride is to determine on the measurement methods for monitoring how well these customaries are being realized. The most important problems faced by the services and hospitality industry in respect to implementing TQM are identifying measurements as well as process improvement techniques that generate quantifiable data (Class Note 2 ppt, Slide 6). In effect some measurement methods have previously been adopted by different hotels, such as Ritz Carlton. Various advance technologies are being used in order to get maximum advantages or benefits by employing different automated building as well as safety systems to different types of computerized reservation system. In this context, the Ritz Carlton has come up with greater user friendly tools and mechanisms in order to enhance the existing level of customer satisfaction (Case Study, p. 302). Quality Improvement: The hotel industry is expected to obtain higher level of quality improvement even without using different sophisticated statistical tools and techniques which are generally utilized by the production and manufacturing industries. Ritz Carlton, after achieving the “Baldridge award”, the organization has decided to lower the cycle time. This is the time holdup between recognizing the need of the customer and satisfying that need. Also the organization has set a target of achieving 100% customer retention. Along with these aspects personalizing through recognizing how the guests likes and/or needs to be treated or welcomed as well as calling them or welcoming them by their names makes these guests move greater rapidly toward the process of sustained loyalty. In this respect a warm as well as earnest greeting and also a loving farewell are regarded as the norm at the hotel, Ritz Carlton. Also this process is regarded as what Ritz Carlton trusts in and requires working on in a continuous manner in order to sustain the growing image of the brand of the hotel. Different TQM practices are not considered as the fact that brand image positioning becomes out of the scope of the development process or of the process of making effective operational management (Case Study, p. 303). 2. Importance of leadership and empowerment in TQM: Leadership plays an important role as one of the most significant determinants of successful process of TQM implementation. This is regarded as one of the most important aspects in determining the management quality as well as effectiveness of working staffs in the business organization. Leadership aspects have been successfully utilized in this company. Moreover, quality management system of Ritz Carlton features the strong leadership as well as strategic promise in quality services, product along with control as well as continuous development of process planning. These aspects are efficiently supported with the help of a good and effective information management system (Case Study, p. 301). Empowerment is also necessary for achieving greatest level of success in terms of making the best outcome out of the potentials of the staffs of any business organization. At property level of the company, Senior Leaders, “Hotel Guidance Teams” as well as every associate of staff are given with soaring level of organizational presentation data on the regular basis. This has been due to each production as well as support process has been regarded as assigned on the “executive owner”. This has been assigned at the business office and as the “working owner” mainly at the hotel position. These hotel owners have been responsible for the growth and improvement of various internal processes. These owners have the right to define and determine the measurement methods and also to determine various resources required to manage those methods or processes. These owners also involve different concerned in the process of determining what should be done in different manner to achieve the organizations objectives. Here, in this method of empowerment, quality is obtained at different organizational levels with the help of delegation ownership of greater level of responsibility as well as empowerment (Case Study, p. 302). 3. Process improvement required in TQM: The new growing hotels are likely to carry on for short time spans; however, in the long term are unable to satisfy the quality standards the business organization has impressed for itself. Along with this, the aspect continues to be the probable advantage for the Ritz Carlton in the next coming years and also where greater level of competition is expected; however, it is most likely to be incapable to survive the strong menacing dispute posed by the company itself (). Nevertheless, there has been no such aspect as sufficient improvement; when the business organization does not get better continuously it becomes bound to collapse. In similar manner, it is the case with the hotel Ritz Carlton that continuous development is required to keep up and also to beat the level of competition in the company. In the hotel industry one of the most significant aspects is regarded as the level of customer satisfaction. Also the answer to the question of what makes the customer satisfied to the greatest level is regarded as the fundamental driver to the process improvement. 4. Ritz-Carlton’s evaluation of its quality management system: The quality management system of the company has been highly significant in terms of making important effects on the process of development of the operational management system. Also the system of management has contributed to some great extent to the process of development of the employee performance within the business organization. The greatest level of success as well as achievement of positive outcomes from the application of quality management system, Ritz Carton hotel has obtained a well-known respect in the hotel industry around the world. The business organization represents the greatest scores of internal as well as external level of customers as well as suppliers satisfaction in comparison to its international competitors. The business organization also obtains the higher level of gross profit margins in comparison to its different competing luxury hotels or business organizations since 1996. A current survey which has been undertaken by the “Cornell School of Hotel Administration” and also by the McGill University by asking near about 3,400 management officials in the hotel and lodging industry to recognize Best Practices in the lodging and hotel quality management system, has argued that the hotel Ritz-Carlton is regarded worldwide as the Best Practice Champion in overall terms (Case Study, p. 304). Read More