Ritz Carlton Case Analysis Template

Current Situation

Step $1.$ The Facts

WHO is the decision maker?

WHAT is the task to be done $($decision to make, problem to solve, opportunity to seize$)?$

WHY has the issue arisen now? What is its significance to the organization?

WHEN does the decision maker have to decide, resolve, act or dispose of the issue? What is the urgency to the situation?

Step $2.$ In Depth Analysis

Analyze the case situation in detail. For Ritz Carlton, consider the following questions.

$1.$ What is Ritz$-$Carlton's business strategy $($in other words, what is Ritz Carlton$$s business proposition$)?$ Who are their primary customers?

$2.$ How is quality defined by customers? In other words, when customers think about whether a hotel is high quality, what are they looking for?

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$3.$ How is quality defined by Ritz$-$Carlton? In other words, how does Ritz$-$Carlton measure whether they are achieving high quality?

$4.$ Describe how the following unique challenges of service delivery affect a hotel in the Ritz Carlton hotel portfolio:

$$ Perishability

$$ Location constraints

$$ Scalability challenges

$$ Performance variability and perceptions of quality

$$ Customer involvement & service provider interaction