- What is Ritz-Carlton’s business strategy? Who are their primary customers?
- Among customers, what accounts for Ritz-Carlton’s reputation as a high—quality hotel? How is
quality defined by customers?
- How is quality defined within Ritz-Carlton? Does the DQPR data in the ritz.xls spreadsheet
indicate any significant quality problems?
- If you were to select a category of defect to address from the DQPR data, which category would
you address first? Why?
- For the defect category you selected, consider the process that generates the defects. Generate
Sample Solution