"Managing for Quality in the Hospitality Industry uses a "live" case study to clearly demonstrate how to achieve the quality expectations of internal customers, external customers, and owners/investors. The authors utilize HDS Services, a $300 million managed services organization, and other real-world cases (including the Ritz-Carlton Hotel Company, RARE Hospitality International, Inc., the Detroit Athletic Club, and more) to make the concepts real."--BOOK JACKET.

This video program introduces the basic analytical and problem solving tools used in quality management and continuous improvement. Each tool is illustrated and explained through real work situations in both the manufacturing and service sectors.

A major new study by a leading management scholar from top-ranked Wharton School of Business on problems of performance measurement systems. Highlights particular shortcomings of the widely adopted 'balanced scorecard' technique. Outlines an alternative approach capturing fundamentals of firm performance. Essential reading for management faculty, MBA students and thoughtful practitioners.

The author thoroughly covers the basic level of service for each type of food-service operation and then highlights areas where specific techniques can boost overall quality. One important area - identifying and meeting customer needs and expectations - is made less confusing with the help of marketing exercises. Applying this knowledge to real-world situations is seamless with the aid of the worksheets provided. Dozens of photographs throughout vividly illustrate quality foodservice in action in hotels and restaurants throughout the country.

"The New Gold Standard takes you on an exclusive tour behind the scenes of the Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and award-winning Leadership Center, best-selling author Joseph Michelli explored every level of leadership within the organization. He emerged with key principles that provide a customer experience unlike any other." "The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization."--BOOK JACKET.