Concept explainers
Case summary:
RC Hotel is the first hotel to win the Malcolm Baldrige award for quality. The hotel undertook severe assessment of their operations before applying for the quality award. A total of 19 processes were studied including room service delivery, breakfast services and others.
They have specific and quantifiable targets in place. The aim now is to achieve 100 percent customer satisfaction. The hotel has driven its employees to do self directed work to achieve the desired quality.
To determine: The cost that will be incurred for the hotel for doing things right the first time.
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Principles of Operations Management: Sustainability and Supply Chain Management, Student Value Edition Plus MyLab Operations Management with Pearson eText -- Access Card Package (10th Edition)
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