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[서비스 마케팅]리츠칼튼 서비스 품질 혁신사례에 대한 자료입니다.
목차
History of the Ritz-Carlton Company (1)
History of the Ritz-Carlton Company (2)
The Ritz Carlton, Seoul Awards and Honors
리츠칼튼 호텔의 경영모델-Pyramid-
Business Management Model-Pyramid
Foundation
Product Dominance - Guest Satisfaction
Definitions of Total Quality Management
BASIC #8
Key Measurements/Processes
Strategy
Marketing Plan
JD Power Survey Results (만족도 조사 결과 )
Profit Dominance - Owner Satisfaction -(이익 우위 - 소유자 만족 - )
Revenue (매출)
Profitability (수익성)
Employee Satisfaction - Improve Pride and Joy
(직원 만족 - 자부심과 즐거움의 향상)
본문내용
PRODUCT FEATURES MEET AND EXCEED CUSTOMER NEEDS
Entice people to buy
Higher quality
= higher price
Make the Hotel more salable
Increase revenue
FREEDOM FROM DEFICIENCIES, DEFECTS PROBLEMS.
Decrease cycle time
Increase efficiency
Increase productivity
Save money
Measuring defects in following areas of The Hotel
Guest Recognition
Unresolved Difficulties
Housekeeping
Reservation/Communication
Front Desk
Public Area
Catering/Banquet
Food & Beverage
Security
Accounting
Customer and Market Focus Strategy with Action Plans
(고객과 시장에 중심을 둔 전략과 행동 방안)
100% Customer Retention
Maximum Customer Spending
Increase in the Customer Base
Greater Efficiency - Eliminating MR.BIV
Key Objectives: Increase Revenue/Sales and Increase Hotel Profitability (주요 목표 : 판매 매출과 호텔의 수익성을 증가시킨다)
Employee Satisfaction - Improve Pride and Joy (직원 만족 - 자부심과 즐거움의 향상)
ESS Results (만족도 조사 결과)
Satis.(만족) Middle (보통) Dissatisf. (불만족)
Mar. 2000 (3월) 35% 48% 17%
2001 goal (2001 목표) 10%
2002 goal (2002 목표) 5%
Turnover for year 2000: approx.19% (2000년도 이직율: 약 19%)
Employee Accidents (직원에게 일어나는 사고 )