When Mr. Horst Schulze, Founding President of Ritz-Carlton & CEO, West
Paces Hotels, spoke here in Racine this summer, one example of complaint
reduction struck a nerve with me. Two people later told me they couldn't
apply it in their own operations. My analysis of the core principles,
and my response to those two people, has been posted at
http://www.a2q.com/a2q_Horst_Schulze_story.html.
Mr. Horst Schulze discovered that in one hotel half of all customer
complaints were for slow room service. Using a new for him
management approach, Mr. Schulze allowed the kitchen staff to discover
the real reason for room service delays and helped him eliminate slow
service. We can do the same thing in our operations, especially when we
understand the guiding principles that made this case successful. Jay
Warner reviews those principles at
http://www.a2q.com/a2q_Horst_Schulze_story.html.
Cheers,
Jay
--
Jay Warner
Principal Scientist
Warner Consulting, Inc.
4444 North Green Bay Road
Racine, WI 53404-1216
USA
Ph: (262) 634-9100
FAX: (262) 681-1133
email:
quality@a2q.com
web:
http://www.a2q.com
The A2Q Method (tm) -- What do you want to improve today?