Ritz-Carlton Hotel Company LLC, Atlanta, Georgia won the Malcolm Baldrige Quality Award for the second time in 1999: Key processes are directly linked to key performance measurements and these are derived, in turn, from the most important “Vital-Few” Ritz-Carlton objectives. Key processes are managed and improved through the use of process owners and Quality Improvement Teams....

BPIR Categories

2.3.1 Identify, plan & map key processes
14.1.2 Select and align measures.

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