Managing service operatns

Case Reports: To prepare for a case report, you should read each case and analyze the data that it presents.  Try to use systematic thinking:

1. Outline the major issues presented by the case;
2. Identify the analytical techniques or frameworks appropriate for resolving the problem, and
3. Outline steps to implement a specific course of action that is supported by the analysis. 

The name of the case should be on the first page of the text with your names, date, and course number.  I will not accept executive summary. Papers should be concise and coherent.

You will submit (individually) a 2-page (double space) analysis of the case, shortly describing:

1. The problem on hand
2. Identifying the important points
3. Recommending a solution approach.

This report will be submitted in Dropbox. Emailed reports will not be accepted. 

Case Study Questions

1. What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?
2. Among consumers, what accounts for Ritz-Carlton’s reputation as a high-quality hotel? How is quality defined by customers?
3. How is quality defined within Ritz-Carlton? Does the DQPR (Daily Quality Production Report) data in the ritz.xls spreadsheet indicate any significant quality problems?
4. If you were to select a category of defect to address from the DQPR (Daily Quality Production Report) data, which category would you address first? Why?