Description
Please read the case study “TQM at the Ritz-Carlton” in Chapter 13, p.391 available in your textbook “Organization Development & Change” (10th ed.) by Cummings, T and Worley, C and answer the following questions:
- Q.1 Based on your understanding of the case, discuss and evaluate employee involvement as practiced by the Ritz-Carlton in terms of the following key elements: -Power (0.5 mark) -Information (0.5 mark) -Knowledge and skills (0.5 mark) -Rewards (0.5 mark)
- Q.2 Do you think the Ritz-Carlton’s experience with TQM could be provided as a benchmark to other organizations? Explain your answer in light of the stages for TQM application. (1.5 marks)
- Q.3 Discuss which features are evident in the practices of the Ritz-Carlton that would enable the Hotel Company to meet the criteria of high involvement organizations. (1.5 marks)
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Explanation & Answer
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1
Total Quality Management (TQM)
Institution Affiliation
Name
Date
2
Employee Involvement at Ritz-Carlton
Research shows that employees given power about work, given up to date information
about the company, an opportunity to build upon existing skills and are rewarded according
to their performance outcomes get more involved and take pride (Song, Yu, & Qu, 2017).
Power
In the implementation of TQM at Ritz-Carlton, planning extends to every firm level
where teams in individual work areas. Although managers are responsible for setting out
objectives and coming up with solutions for the teams, they must get input and involvement
from their team members. The TQM program at the Ritz-Carlton also empowers employees
to solve challenges encountered by guests as quickest possible. They have the power to act at
first notice without regarding the challenge faced by the guest. TQM policy at Ritz-Carlton
empowers the sta...