Quiz on TQM and Strategic Planning in Hospitality Industry

What is the purpose of a Fishbone Diagram in quality management?

• To conduct a survey on customer satisfaction

• To create a visual representation of a process

• To measure the performance of employees

• To identify many possible causes and effects of a problem

Which leadership style involves all team members in identifying goals and developing strategies?

• Participative/Democratic Leadership

• Autocratic Leadership

• Dictatorial Leadership

• Laissez-faire Leadership

What is the main advantage of Autocratic Leadership?

• Creates a sense of professional ownership

• Improves overall communication

• Builds team-based relationships

• Allows for fast decisions to be made

Which tool is used to collect data in real time at the location where the data is generated?

• Check sheets

• Pareto Chart

• Flow Chart

• Scatter Diagram

What is the purpose of the Assessment phase in TQM implementation?

• To conduct a thorough self-assessment of the organization

• To choose the key success factors

• To establish strategic goals

• To identify areas for improvement

Which phase involves choosing and training support personnel for TQM implementation?

• Planning

• Diversification

• Preparation

• Implementation

What is the main characteristic of a Quality Leader?

• Earns the respect of others

• Uses excessive disciplinary actions

• Sets low expectations

• Lacks communication skills

Which tool is used to identify the major categories of causes of a problem?

• Pareto Chart

• Scatter Diagram

• Check sheets

• Cause and Effect/Fishbone Diagram

What is the main disadvantage of Dictatorial Leadership?

• It leads to rebellion

• It reduces employee stress

• It improves productivity

• It creates a work culture based on the leader

Which phase involves establishing the infrastructure to support a TQM program?

• Planning

• Assessment

• Implementation

• Diversification