TOTAL QUALITY MANAGEMENT (TQM) IN THE TOURISM AND HOSPITALITY INDUSTRY

What are the two main elements of tourism?

• Movement and overnight stay

• Accommodation and entertainment

• Shopping and cultural experiences

• Employment and permanent residence

What is the defining aspect of the hospitality industry?

• Focus on necessities and essentials

• Focus on pleasure and luxury

• Focus on transportation services

• Focus on healthcare services

What is the relationship between the tourism and hospitality industries?

• Opposing

• Independent

• Symbiotic

• Competitive

What is the characteristic of tourism products related to intangibility?

• They are mainly physical goods

• They can be seen and touched before purchase

• They cannot be experienced before purchase

• They are easily stored for future sale

What does the principle of 'Peak Performance' in TQM refer to?

• Ignoring customer feedback

• All personnel and processes operate at their best performance

• Reducing employee involvement

• Focusing on short-term gains

What is the main goal of Total Quality Management (TQM)?

• To increase costs

• To eliminate errors and improve processes

• To ignore employee feedback

• To reduce customer satisfaction

What is the process-centered approach in TQM focused on?

• Enhancing customer experience

• Improving employee benefits

• Reducing customer engagement

• Optimizing production processes

What is the significance of 'Unity of Purpose' in TQM?

• Ignoring employee contributions

• Promoting individual goals

• Fostering collaboration towards a common goal

• Encouraging internal politics

What is the main challenge in controlling quality in the tourism industry?

• Diverse guest preferences

• Limited customer feedback

• Consistent quality standards

• Stable market conditions

What is the primary benefit of involving employees in TQM?

• Decreased decision-making quality

• Increased likelihood of good decisions

• Reduced ownership of decisions

• Limited employee engagement