6Build a Business Focused on Others

The service we render to others is really the rent we payfor our room on this earth. It is obvious that man ishimself a traveler; that the purpose of this worldis not “to have and to hold” but “to give and serve.”There can be no other meaning.

SIR WILFRED T. GRENFELL

Businesses like Ritz-Carlton that are known for their emphasis on human factors (cultural development, service excellence, and employee empowerment) typically fall short when it comes to process-driven quality improvement. However, Jean Cohen, vice president and area general manager of The Ritz-Carlton, Grand Cayman, observes that consistent quality processes are the reason that Ritz-Carlton enjoys a reputation for employee empowerment and legendary ...

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