Ppt1

Question 1

Total quality management defined as

Answer 1

A management approach to longterm success through customer satisfaction

Question 2

-A system of management based on the principle that every staff must be committed to maintaining high standards of work in e a company’s operations

Answer 2

Total quality management

Question 3

Guestology meaning

Answer 3

Scientific study of the behavior, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization

Question 4

Guestology meaning

Answer 4

Scientific study of the behavior, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization

Question 5

seeks to understand and plan for the expectations of an organizations targeted customers before they ever enter the service setting, so that everything is ready for each guest to have an enjoyable experience

Answer 5

Guestologist

Question 6

The organizational responsibility for getting repeat business for both new and previous customer rests on the service provider’s ability to meet and even exceed both the promises the marketing has made and prior experiences of repeat guests.

Answer 6

Tourism organization

Question 7

The organizational responsibility for getting repeat business for both new and previous customer rests on the service provider’s ability to meet and even exceed both the promises the marketing has made and prior experiences of repeat guests.

Answer 7

Tourism organization

Question 8

Persons and units that depend on each other and “serve” each other withing services organizations.

Answer 8

Internal customer

Question 9

Persons and units that depend on each other and “serve” each other withing services organizations.

Answer 9

Internal customer

Question 10

Elements of tqm

Answer 10

I. Foundation Ethics, Integrity, trust
II. Building bricks-Training, Teamwork, Leadership
III. Binding Mortar- Communication
IV. Roof- Recognition