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:

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

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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:

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

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

What is Ritz-Carlton’s business strategy, e.g., who are their primary customers?
Among consumers, 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 (Daily Quality Production Report) 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 (Daily Quality Production Report) data, which category would you address first? Why?

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