The case examines Ritz's processes, leadership, technology, systems, and people as they align to achieve long term goals. In 1992, the Ritz-Carlton Hotel chain won the top US industry prize for excellence in quality and service. However, customer demand for value, as well as growing competition within the hotel industry, was making it harder for the company to continue this legacy. Students learn about Ritz-Carlton's history and corporate philosophy, and analyze the challenges of being a quality service provider. Issues addressed include how the company should remedy defects in its customer service, achieve its customer retention goals, and maintain a culture of service while experiencing rapid growth.
The founders of Beleza Natural, a Brazilian chain of beauty institutes which specialized in products and services for women with curly and wavy hair, were at a key juncture for their venture; they had to decide how to consolidate their business model and growth. This case explores potential capacity investments in Beleza Natural's environment and the associated issues of workforce management. Students are asked to determine how these measures might improve Beleza Natural's operations and how the management team should prioritize the issues they face. Students learn the importance of selecting a process matching business strategy and marketing plans.
Statistical Process (Quality) Control, or SPC, is a set of statistical techniques and concepts used to identify and reduce variation in a process. Through exhibits and graphs, this case teaches students about the principles of statistical control and the use of control charts for variables and for attributes. Students learn about the differences among specification limits, process capability, and performance limits.
The case examines Ritz's processes, leadership, technology, systems, and people as they align to achieve long term goals. In 1992, the Ritz-Carlton Hotel chain won the top US industry prize for excellence in quality and service. However, customer demand for value, as well as growing competition within the hotel industry, was making it harder for the company to continue this legacy. Students learn about Ritz-Carlton's history and corporate philosophy, and analyze the challenges of being a quality service provider. Issues addressed include how the company should remedy defects in its customer service, achieve its customer retention goals, and maintain a culture of service while experiencing rapid growth.