Quality Service Management

Which of the following is NOT a key component of Quality Management?

• Quality Marketing

• Quality Control

• Quality Improvement

• Quality Planning

What is the purpose of Quality Assurance?

• To reduce customer feedback

• To increase product prices

• To ensure reliability in achieving outcomes

• To eliminate all employees

Which of the following best defines hospitality?

• The act of managing finances

• The process of manufacturing goods

• The study of environmental science

• The service industry focused on customer satisfaction

What is a characteristic of tourism?

• It is always local

• It involves travel for leisure or business

• It requires a large workforce

• It is only seasonal

What does Quality Control involve?

• Marketing strategies

• Increasing employee salaries

• Detecting and reducing errors

• Planning new services

Who is responsible for TQM in an organization?

• All employees

• Only the employees

• Only the customers

• Only the management

What is the goal of Quality Improvement?

• To reduce employee training

• To increase costs

• To maintain the status quo

• To improve the confidence in outcomes

What is a key aspect of a customer-focused organization?

• Ignoring customer feedback

• Prioritizing customer needs

• Focusing solely on profits

• Limiting employee training

What is the role of management in TQM?

• To enforce strict rules

• To ensure all employees are trained

• To minimize customer interaction

• To focus on financial gains

What is the first step in Quality Planning?

• Identifying quality standards

• Reducing costs

• Training employees

• Marketing products