1. Which of the following is the primary job of a room’s inspector of a hotel, who approves the room’s cleanliness?
Answer
Correct Answer:
Successive inspection
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2. What can a simulation do for a company?
Answer
Correct Answer:
Reveal problems that employees have not thought about
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3. The Inn on the Water did an analysis ranking potential causes of the organization’s problems from level of importance. This is an example of
Answer
Correct Answer:
Pareto Analysis
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4. Which of the following is used to define a more elaborate blueprint?
Answer
Correct Answer:
Universal Service Map
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5. Which term best describes a flowchart diagram of the events and contingencies in the service process?
Answer
Correct Answer:
Blueprinting
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6. The first step in service delivery system design is
Answer
Correct Answer:
Planning the steps and process of entire system
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7. What is considered the last step in monitoring the experience through measurement?
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Correct Answer:
Assessment and improving
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8. Organizations should measure the quality of service delivery against ______ whenever possible.
Answer
Correct Answer:
Service standards
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9. What acronym is used to determine the criteria for service standards?
Answer
Correct Answer:
SMART
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10. Any good delivery system begins with
Answer
Correct Answer:
Careful planning
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11. What is included in the quality planning processes of the Juran Trilogy?
Answer
Correct Answer:
Developing a delivery system
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12. Quality planning begins with
Answer
Correct Answer:
Identifying the customer
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13. Which of the following is NOT an example of a principle in providing exceptional customer service?
Answer
Correct Answer:
Clean out the delivery system and get rid of customers who have not come into the organization in the last 6 months.
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14. What must hospitality managers do to ensure the service delivery system works right every time?
Answer
Correct Answer:
Spend extra time and effort to plan and organize
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15. Achieving guest delight and avoiding service failure can both be greatly affected by the ______?
Answer
Correct Answer:
Delivery system design
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16. An elaborate and detailed blueprint that can be generally applied to a variety of service situations is known as _______ .
Answer
Correct Answer:
Universal service map
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17. Simulation is an imitation of a real or potential problem or organizational situation.
Answer
Correct Answer:
True
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18. Service standards are the company’s explicit expectations for how the different aspects of the service experience should be delivered every time to every guest.
Answer
Correct Answer:
True
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19. A device or procedure designed to prevent the recurrence of a defect is known as _______ .
Answer
Correct Answer:
Poka-yoke
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20. PERT/CPM chart is a diagram, usually used in the planning of _______ consisting of circles representing completed events
Answer
Correct Answer:
Major projects
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21. PERT stands for Program Evaluation Review Technique .
Answer
Correct Answer:
True
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22. Which technique is based on arranging the potential causes of an organizational problem in their order of importance, from highest to lowest?
Answer
Correct Answer:
Pareto analysis
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23. Juran’s Trilogy is Joseph Juran’s model of quality: planning, control, and improvement.
Answer
Correct Answer:
True
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24. Fishbone diagram is used in problem solving with the ______ by the fish spine and the possible problem areas attached to the spine.
Answer
Correct Answer:
Problem represented
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25. Fishbone analysis involves drawing a diagram, shaped like a fishbone, of the problem and its possible causes.
Answer
Correct Answer:
True
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26. Which method is used organizing people and groups so as to enable them to work temporarily across the boundaries or functional units ?
Answer
Correct Answer:
Cross-functional structure
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27. The sequence of activities from the start of a project to its completion having the greatest cumulative elapsed time is known as _______ .
Answer
Correct Answer:
Critical path
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28. Blueprinting is a flowchart diagram of the _________ in the service process, on paper or digitally, in blueprint format.
Answer
Correct Answer:
Both a & b
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