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PRINCIPLE 3: IT’S NOT ABOUT YOU
Provide Recognition
Encourage Risk
Promote Benchmarking
Figure 6.2
The Ritz-Carlton 4-Step Innovation Process
(Copyright © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved.
Reprinted with permission.)
Whether it is Ritz-Carlton executives learning about systems
for preventing breakdowns from the manufacturing sector, in-
novation based on best practices at Cisco or Mattel Corporation,
or ideas on how to move service basics to service values from
thought architects like Curt Coffman, coauthor of First, Break
All the Rules, Ritz-Carlton leaders understand the value of seek-
ing out the best of the best to continually take their business to
the highest level possible.
C Keeping the Focus on D
Those You Lead
As suggested in Chapter 5, the success of Ritz-Carlton is largely
dependent on a highly engaged workforce creating a highly en-
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