18. HRM to Maintain Organizational Culture - concept and a case study

In Street to redemption 1992, Ritz-Carlton Hotel Co. became the first hotel company to succeed the Malcolm Baldrige National Quality Prize. Ritz-Carlton applied total quality management (TMQ) as a way of earning the prize and enhancing its service. Patrick Mene became a member of Ritz-Carlton 3 years ago as corporate director of quality to organize and spearhead the business's TQM program. Mene clarifies issues concerning application of TQM to the hotel industry and applying for the Baldrige honor. One of the planks of TQM - empowerment - was an easy step for Ritz-Carlton. Dimension was a difficult hurdle because the industry doesn't have service-quality benchmarks. Key product and service requirements of the travel consumer were translated into Ritz-Carlton Platinum Standards, which include a credo, motto, 3 steps of service, and 20 "Ritz-Carlton Fundamentals.

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