TOTAL QUALITY MANAGEMENT MID TERM EXAM
Task
• Essay Questions (10 questions)
o 1.-) What is the Quality definition & the different perspectives? explain and define
o 2.-) Which are the Principles of Quality Management? explain
o 3.-) What do we mean by Perceived Service Quality? Explain and highlight the implications
o 4.-) What is Service Total Commitment in the Hospitality Industry? explain and illustrate
5.-) Explain the Service Encounter Triad in the Hospitality Industry.
o 6.-) What is the definition of Total Quality Management (TQM) and how is it structured?
o 7.-) What are the Four P´s in TQM? Please define & explain
o 8.-) Integrating TQM into the policy & strategy of the organization. explain the key steps in achieving it
o 9.-) What is SRC & Ethics in companies, explain. What is your position in that respect?
o 10.-) What are the 14 Principles of Deming? define and explain
