Deck 15: Managing Quality in the Hospitality Industry

Question 1

A quality management system (QMS) is defined as the organisational structure, policies, procedures, processes and ___________ needed to implement quality management.

A) resources
B) people
C) possessions
D) properties

Answer 1

A

Question 2

What does the United Kingdom Department of Trade and Industry (UKDTI) consider a good quality management system to be for organisations, which supports organisational progress?

A) A wedge
B) A block
C) A chunk
D) A slice

Answer 2

A

Question 3

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with dependable and accurate performance?

A) Reliability
B) Responsiveness
C) Assurance
D) Empathy

Answer 3

A

Question 4

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with credibility, competence, courtesy and security?

A) Assurance
B) Responsiveness
C) Reliability
D) Empathy

Question 5

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with promptness and helpfulness?

A) Responsiveness
B) Assurance
C) Reliability
D) Empathy

Question 6

Within the domain of quality management literature, what does the abbreviation ISO stand for?

A) International Organisation for Standardisation
B) International Standardisation Organisation
C) International Standards Organisation
D) International Support Organisation

Question 7

Which standard within the ISO 9000 family establishes the requirements of a quality management system?

A) ISO 9001
B) ISO 9000
C) ISO 9004
D) ISO 9003

Question 8

Which standard within the ISO 9000 family focusses on how to make a quality management system more efficient and effective?

A) ISO 9004
B) ISO 9000
C) ISO 9001
D) ISO 9003

Question 9

The EFQM (European Foundation for Quality Management) excellence model consists of a set of three integrated components.Which component defines the principles for achieving sustainable excellence?

A) The fundamental concepts
B) The criteria
C) The RADAR logic
D) The enablers

Question 10

One of the components of the EFQM (European Foundation for Quality Management) excellence model is the RADAR logic.What do the last two letters in the RADAR logic abbreviation stand for?

A) Assess and Refine
B) Approaches and Results
C) Approaches and Refine
D) Assess and Results

Question 11

According to Slack, Brandon-Jones and Johnston (2013), which one of the following IS NOT a key element of Lean Thinking when used as an improvement approach?

A) Employee-centricity
B) Customer-centricity
C) Synchronised flow
D) Reduce variation

Question 12

In Six Sigma, a defect is defined as any process output that does not meet customer specifications, or that could lead to creating an output that does not meet customer specifications.What is the defect rate in DPMO (defects per million opportunities) at the four sigma (4σ) level?

A) 6,210 dpmo
B) 66,811 dpmo
C) 233 dpmo
D) 3.44 dpmo

Question 13

In Six Sigma, a defect is defined as any process output that does not meet customer specifications, or that could lead to creating an output that does not meet customer specifications.What is the defect rate in DPMO (defects per million opportunities) at the six sigma (6σ) level?

A) 3.44 dpmo
B) 66,811 dpmo
C) 308,770 dpmo
D) 6,210 dpmo

Question 14

Which of the DMAIC project methodology phases has as its main objective to reveal the root cause of business inefficiencies?

A) Analyse
B) Define
C) Improve
D) Measure

Question 15

According to Zigiaris (2000), business process re-engineering (BPR) methodologies may be divided into six general 'model' stages (envision, initiation, diagnosis, redesign, reconstruction and evaluation).In which stage does the documentation of processes and sub-processes take place in terms of process attributes?

A) The Diagnosis stage
B) The Envision stage
C) The Initiation stage
D) The Evaluation stage

Question 16

How many principles are contained in the hazard analysis and critical control points (HACCP) system?

A) 7
B) 12
C) 5
D) 9

Question 17

Which one of the following IS NOT one of the gaps in the Gaps model of service quality initially developed by Zeithaml, Berry and Parasuraman?

A) Knowledge
B) Customer
C) Communication
D) Listening

Question 18

What is another name for a defect concentration diagram?

A) Check sheet
B) Pareto chart
C) Cause and effect diagram
D) Histogram

Question 19

What is the name of the type of diagram that contains both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by a line?

A) Pareto chart
B) Histogram
C) Scatter plot
D) Bars-line diagram

Question 20

Scatter diagrams are used to show possible relationships between variables using X and Y axes.In which type of correlation will the value of Y increase slightly as the value of X increases?

A) Weak positive correlation
B) Strong positive correlation
C) Weak negative correlation
D) Strong negative correlation