Case Study 1 Questions

1. In what ways could the Ritz-Carlton monitor its success in achieving quality?

2. Why might it cost the Ritz-Carlton less to do things right the first time?

3. What are some nonfinancial measures of customer satisfaction that might be used by the Ritz-Carlton?

4. How could control charts, Pareto diagrams, and cause-and-effect diagrams be used to identify quality problems at a hotel?

5. Many companies say that their goal is to provide quality products and services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?

Case Study 2 Questions

1. What are the sources of pressure on a firm such as Frito-Lay to reduce its environmental footprint?

2. Identify the specific techniques that Frito-Lay is using to become a green manufacturer.

3. Select another company and compare its green policies to those of Frito-Lay.