Providing high-quality services to customers is always a primary concern of most businesses. This is based on the fact that customers consider quality when choosing a product in order to satisfy their needs. Businesses that meet this expectation tend to enjoy consistent customer traffic throughout the year. To achieve high-quality service delivery, therefore, Ritz-Carlton should embark on an undertaking to put several measures in place.
Ritz-Carlton should have feedback platform where customers give their views concerning the services they received. In essence, feedback is a good tool to monitor customers’ satisfaction because it does not only provide an insight on the level of satisfaction, but also the reasons as to why the customers were satisfied or unsatisfied. As such, it provides the basis upon which the company may introduce improvements (Palm, 2011).
In addition, Ritz-Carlton should conduct regular surveys to determine if the customers are satisfied with the quality of service they offer. This proposal would evoke the question of why the company requires conducting surveys while the feedback system is working. This is based on the fact that feedbacks are given by the people who have already sought and used the services. As such, relying on the feedbacks alone would lead to a situation in which the company limits the scope of feedbacks given. In terms of methodology, there are two ways to carry out Surveys. They can be conducted by either administering questionnaires to customers on interviews or using an online platform.
Expected Actions to Promote Quality
The dedication to quality is not only about rhetoric and documentation of mission statement. Instead, it is about making sure that there are real actions geared towards the production of quality products. In this regard, therefore, there are various strategies that can be used to ensure quality by organizations. First, employing qualified staff is one of the major steps that should be taken to improve the quality of products. Qualified staffs deliver services in an efficient and effective manner since they have full understanding and expertise in the work. Indeed, qualified employees are able to not only design and deliver services, but they are also acquitted with ways of handling clients. This is particularly important because the success of a business cannot just be determined by quality if the customers are not actually buying it.
In addition to this, a company must embark on research and development in case they are committed towards ensuring quality. R&D department plays a fundamentally vital role especially when it comes to the issue of product improvement and the development of new ones. The department works continuously to determine the flaws sustained in a product in order to correct them and increase the satisfaction of the customer.
As indicated before, also, requesting a customer to give their views on the quality of services they received is another important action. As aforementioned, it is done through conducting surveys and obtaining feedbacks. Further, the company may also ensure that the employees are grouped in working teams. Understandably, teamwork is known to increase the employee’s energy and creativity through collaboration and sharing.
Doing Things Right the First Time and Related Cost
When a business is doing things right, it means that it is ethical and considerate of the concerns of the stakeholders. Further, the business players are honest, loyal and fair in while relating to their customers, suppliers and the environment in general. As such, it builds customer trust and good relation (Palm, 2011). As such, the decision by a company to do things the right way would retain customers for a long time hence ensuring consistent income, less cost in marketing, and reduced losses which might be considered as costs. In addition, the ethical approach also helps to avoid law suits that would be filed against the company for misconduct.
Use of Cause and Effect Diagrams and Pareto
Some of the techniques used to identify quality problems in hotels are Pareto diagrams, control charts, and cause-and –effect diagrams. Pareto charts identify the major cause of poor quality as envisaged in the flaws of the design. Correcting the design will improve the quality and reduce the cost incurred in production. A control chart has two measurement limits that determine quality. As such, if the measurements are within the two limit lines, there is no problem with quality. On the other hand, if measurement falls outside the lines, then there is poor quality in the process or product. A cause-and-effect diagram, which is also called a fishbone, is a graph that presents specific elements of quality causing problems to solve a problem in an organized way. In this regard, the elements are organized in an orderly manner using a predefined model in order to single out and identify the ones that cause the problem
Non-Financial Measures
Non-financial measures are measures that do not involve monetary stipulations geared towards customer satisfaction. For instance, in such a case where Ritz-Carlton provides enough parking lots for the customers, it termed a non-financial measure to satisfy a customer (Palm, 2011). Adequate playing grounds, swimming pools, and other recreational facilities are non-financial measures that Ritz-Carlton can employ to improve customer satisfaction.
References
Palm, P. (2011). Customer orientation in real‐estate companies. Property Management, 29(2), 130-145.
