Management Question- Organization Development

Assignment Question(s):
Please read the case study “TQM at the Ritz-Carlton” in Chapter 13, p.391 available in
your textbook “Organization Development & Change” (10 th ed.) by Cummings, T and
Worley, C and answer the following questions:
● Q.1 Based on your understanding of the case, discuss and evaluate employee
involvement as practiced by the Ritz-Carlton in terms of the following key elements:
-Power (0.5 mark)
-Information (0.5 mark)
-Knowledge and skills (0.5 mark)
-Rewards (0.5 mark)
● Q.2 Do you think the Ritz-Carlton’s experience with TQM could be provided as a
benchmark to other organizations? Explain your answer in light of the stages for
TQM application. (1.5 marks)
● Q.3 Discuss which features are evident in the practices of the Ritz-Carlton that would
enable the Hotel Company to meet the criteria of high involvement organizations.
(1.5 marks)

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