"Instant Action Forms" - a service recovery form carried out by all employees of Ritz-Carlton Hotels, so that they can immediately recover service failures and suggest actions to address them. Each individual employee 'owns' any complaint that he or she receives and is responsible for seeing that service occurs. For example, if a maintenance employee hears a complaint from a customer while in the middle of fixing a light in the hotel corridor, he or she owns that complaint and must be sure that it is handled appropriately by the hotel before returning to the task at hand.
In turn, the employees report to management the sources of service failure and the remedies. This information is then entered into the customer database and analyzed for patterns and systemic service issues that need to be fixed. If common themes are observed across a number of failure situations, changes are made to service processes or attributes. in addition, the information is entered into the customers' personal data file so that when that customer stays at a Ritz-Carlton again (no matter at which hotel), employees are made aware of the prior experience, ensuring that it does not happen again to the particular customer.
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Problem-resolution situations are more than just opportunities to fix flawed services and strengthen ties with customers. By tracking such issues and solving a manager can be aware about systematic problems in delivery system that need to be fixed. Such root cause analysis helps an organization to find the problem source and to make a sustainable solution by further training to employees, by modifying processes or by ensuring modified infrastructure.
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