The Ritz-Carlton: Using Information Systems to Better Serve the Customer

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Prize winner

Case

Reference no. 9-395-064

Subject category: Case Method and Specialist Management Disciplines

Authors: W Sasser Jr (Harvard Business School); Thomas O Jones (Harvard Business School); Norman Klein (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 1994

Version: 5 March 1999

Length: 15 pages

Data source: Field research

Topics: Information systems; Total quality; Employee empowerment; Employee training; Values; Customer service; Location of industry; Service management

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Abstract

Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.

Location:

Georgia

Size:

USD471.4 million revenues, 14,000 employees

Other setting(s):

1993-1994