Opportunities and threats in the environment. Niche opportunities How to characterize the environment demand structure. Stable v. unstable 4. You have to know and articulate the goals if you want to achieve them. The Ritz-Carlton has identified the situations and behaviors that lead to customer satisfaction.
Quality is measured by customer satisfaction.
The standards for employees are to create those situations and performances that enhance customer satisfaction. Emphasize recruiting the right people. Emphasize that the front-line worker in touch with the client or customer is the one that makes quality happen. Encourage a professionalization of the worker, the worker is a proud owner of his work and is empowered to achieve the goal of quality. Rewards are aligned with the business goals.