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The
Ritz-Carlton Hotel Co. exemplifies the value of orchestrating
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processes,
systems, structures, information technology, and people.
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All
work in concert to support a strategy of providing customized,
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personal,
high-level services to guests of the company’s hotels.
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The
Ritz vision for IT, explained in a recent Harvard Business School case
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study,
“The Ritz-Carlton: Using Information Systems to Better Serve
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The
Customer,” focuses on turning guest preference data into
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actionable
information. Such information is
available to each
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employee,
who can use it to provide a more personal level of service.
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The
result: In July 1994, Consumer
Reports rated the Ritz-Carlton first
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among
luxury hotels.
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James Cash, “Gaining Customer Loyalty,” Information
Week, 10-Apr-95,
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p.
108
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