Tag Archives: Ritz-Carlton

Ritz-Carlton Practices for Building a World-Class Service Culture

Posted by Christine Schaefer The Ritz-Carlton Hotel Company has long demonstrated an organizational culture based on strong customer service. It received the Malcolm Baldrige National Quality Award twice. And it has also earned hotel industry recognition for top customer satisfaction. … Continue reading

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Baldrige Executive Fellows Meet Theodore Roosevelt

Posted by Harry Hertz, the Baldrige Cheermudgeon The Baldrige Executive Fellows just completed another successful meeting. I am always amazed at how much I learn at these meetings from the Baldrige Award recipients’ senior leaders who give presentations, as well … Continue reading

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The Fellowship Continues

Posted by Harry Hertz, the Baldrige Cheermudgeon In just a few short weeks, at the Quest for Excellence conference, we will be graduating the third cohort and initiating the fourth cohort of Baldrige Executive Fellows. Once again this year, it … Continue reading

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Insights from an Innovator of Customer-Focused Excellence

Posted by Christine Schaefer We could all learn a lot from Dr. John Timmerman, senior strategist of customer experience and innovation at Gallup. In his former work as corporate vice president of quality and operations at The Ritz-Carlton Hotel Company, … Continue reading

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The Verdict Is In — Baldrige Is About Revenue and Jobs!

Posted by Harry Hertz, the Baldrige Cheermudgeon In these days of careful scrutiny of all business investments, a common request of us is “Prove Baldrige is worth the effort.” We have data of all types, including data shared by Cargill about … Continue reading

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