Re: Deming for Hoteliers (?)

[MartinS999@aol.com]

>From Martins999@aol.com
Consultant and Trainer, 
Productivity Development Group, Inc. Westford, MA

Denizens interested in quality improvement in the Hotel industry would do 
well to take a look at the Ritz-Carlton Hotel Co., a Baldrige winner about 5 
years ago. Although the company has been bought by Marriott, I believe that 
they still have most of their high performance management systems in place. 
In particular, they use statitical controls on all key hospital processes and 
have a profoundly capable guest satisfaction, personnel selection, training, 
personal service, and good will recovery system.

The Ritz-Carlton Hotel Co. is my nominee for the excellence benchmark in 
process oriented hotel operations.

A hotel company in Minnesota, something like the Northern Hotel, or some 
variation of that name, presented its Deming's based management system at a 
GOAL/QPC conference in the early 90s. I have not kept current with them, but 
they could provide lessons learned if anyone has more current information. 

Hope this helps.

Martin Stankard
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