How Ritz-Carlton Applies “TQM”

Charles G. Partlow

63 citations0/0 files storedCornell Hotel and Restaurant Administration Quarterly

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

In the fall of 1992, Ritz-Carlton became the first hotel company to win the Malcolm Baldrige National Quality Award. Ritz-Carlton implemented total quality management (TQM) as a means of winning the award and improving its service. Patrick Mene, corporate director of quality, explains issues concerning application of TQM to the hotel industry and applying for the Baldrige award. Measurement was a difficult hurdle, because the industry does not have service-quality benchmarks. Team building was also a time-consuming effort. Ritz-Carlton is now requiring its vendors also to apply TOM or a similar process.

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1989Marketing Leadership in Hospitality: Foundations and Practices

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