TQM at the Ritz-Carlton
Posted on April 8, 2021
Please read the case study “TQM at the Ritz-Carlton” in Chapter 13, p.391 available in your textbook “Organization Development & Change” (10th ed.) by Cummings, T and Worley, C and answer the following questions:
· Q.1 Based on your understanding of the case, discuss and evaluate employee involvement as practiced by the Ritz-Carlton in terms of the following key elements:
-Power (0.5 mark)
-Information (0.5 mark)
-Knowledge and skills (0.5 mark)
-Rewards (0.5 mark)
· Q.2 Do you think the Ritz-Carlton’s experience with TQM could be provided as a benchmark to other organizations? Explain your answer in light of the stages for TQM application. (1.5 marks)
· Q.3 Discuss which features are evident in the practices of the Ritz-Carlton that would enable the Hotel Company to meet the criteria of high involvement organizations. (1.5 marks)
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