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College of Administrative and Financial Sciences
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Department of Business Administration
Organization Design and Development- MGT 404
Assignment 3
Marks: 5
Course Learning Outcomes:
• Analyze the human, structural and strategic dimensions of the organizational
development (2.4)
Assignment Instructions:
• Be sure to cite at least two scholarly, peer-reviewed references in support of two of
your answers and also incorporate the key concepts from the course.
Assignment Question(s):
Please read the case study “TQM at the Ritz-Carlton” in Chapter 13, p.391 available in your
textbook “Organization Development & Change” (10th ed.) by Cummings, T and Worley, C
and answer the following questions:
• Q.1 Based on your understanding of the case, discuss and evaluate employee
involvement as practiced by the Ritz-Carlton in terms of the following key elements:
-Power (0.5 mark) 50 words
-Information (0.5 mark) 50 words
-Knowledge and skills (0.5 mark) 50 words
-Rewards (0.5 mark) 50 words
• Q.2 Do you think the Ritz-Carlton’s experience with TQM could be provided as a
benchmark to other organizations? Explain your answer in light of the stages for TQM
application. (1.5 marks) 200 words
• Q.3 Discuss which features are evident in the practices of the Ritz-Carlton that would
enable the Hotel Company to meet the criteria of high involvement organizations. (1.5
marks) 200 words

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