The Ritz-Carlton Hotel is the only service organization to win two Malcolm Baldrige National Quality Awards – certainly a great reason to follow their lead. Its winning formula turns blame into problem solving using a simple acronym that impersonalizes errors allowing for positive change, “MR. BIV.”
· Variation in work processes
When a “MR. BIV” situation arises, the team works together to ask “Why” the failure occurred to get to the root of the problem. MR. BIV preserves team spirit by taking the stigma out of complaints so defects can be reliably tracked and adjustments can be made.
– J.D. Crowe, Southeast Mortgage