【案例名称】Ritz-Carlton Hotel Co.

【作者】Sandra J. Sucher, Stacy McManus

【页数】30

【格式】PDF

【语言】英语

【出版日期】2001年3月20日

【修正日期】2005年9月30日

【学科】管理业务 (Service Management)

【案例编号】601163-PDF-ENG

【来源】HBS Premier Case Collection

【网页】http://cb.hbsp.harvard.edu/cb/product/601163-PDF-ENG

【简介】

In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity, to create award-winning service.

【学习目标】

Teaching Purpose: Allows students to examine innovation and improvement in a service industry. Raises questions of when and how to innovate in a successful service operating system and the challenges of innovation for a brand built on customer experience. Explores the role of leadership and values in creating a culture of service and the need to manage the tension between standardized quality procedures and the cultivation of empowered employees who can customize each interaction to meet the needs of their customers.

【涉及课题】

Brands; Change management; Human resource management; Innovation; Operations management; Organizational behavior

【背景】

    * Geographic: District of Columbia
    * Industry: Lodging
    * Company Employee Count: 18,000
    * Company Revenue: $1.5 billion revenues
    * Event Year Begin: 2000
    * Event Year End: 2000

【下载】

http://www.mbabbs.com/thread-440-1-1.html