Lesson 9: TQM Part 2 Recap

It is the component of customer experience that focuses on customer needs, wants, expectations and preferences. Example is a review posted in TripAdvisor.

• Value of customer (VOC)

• Voice of the Philippines (VOP)

• Voice of the customer (VOC)

• Value for Money (VFM)

An approach to Continuous Process Improvement which is all about continuously encouraging and implementing small improvements involving everyone

• Kaizen

• Kainez

• Six Sigma

• Juran Trilogy

The Juran trilogy has three components namely: planning, _______ and improvement.

• direct

• control

• organize

• criticize

An improvement strategy which is also called re-engineering.

• Repair

• Refinement

• Renovation

• Reinvention

Quality standards must be in place to ensure service excellence is demonstrated by all associates. Which of the following is an online reputation management system which collects guest feedback and provides analysis?

• TrustYou

• ISO

• Gallup

• FoodSHAP