QUALISERV QUIZ1-BSTM

He is known as

the Father Of

Statistical Quality

Control and also

related to the

Shewhart cycle

• Bruce Laval

• William Edward Deming

• Walter Shewhart

• Joseph Juran

He believed that quality should not stop in reinventing a product alone. He believed that delivering quality does not stop in purchasing the product; it goes beyond the transaction itself.

he developed a methodology for applying statistics to improve the quality of manufactured goods.

he is best known as a pioneer in the field of services marketing among other titles, such as author, professor, and consultant. He was also known for his excellent case studies

an industrial engineer of the Disney Company. conceptualized the term “guestology” and the guest point of view (GPOV) when viewing service quality in the tourism and hospitality industry.

Service is a skill while Hospitality is a _______.

________ is about delivering the needs and wants of our guests, while hospitality is about anticipating the needs and wants of our guests, expressed and unexpressed

It is the scientific study of the behaviors, needs and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

Planning for customer satisfaction is really important in this case as this will be the platform for the design of the experience. This is the role of the guestologist.

• True

• False

What is the meaning of GPOV