Leading Service Excellence In the Hospitality Industry exam question

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HOSP 3005
Potential Final Exam Questions
1. List and describe 5 ways in which change resistance manifests itself.
2. What are the steps in preparing a GAANT chart, and for what purpose is this
tool used?
3. List and describe the steps in the Six Sigma DMAIC process.
4. Frequently, when teams are formed one of the exercises is for each member
of the team to complete a personality assessment (DISC, MBTI). What is the
purpose of this?
5. Describe the concept of Servant Leadership and why it is successful in the
Hospitality and Tourism Industries.
6. Explain the concept of the ?5 Whys?.
7. Deming described a process as being either ?stable? or ?unstable?. Describe
each of these as defined by Deming.
8. Explain WIFM and how it must be used in a change exercise.
9. Each Six Sigma project needs a Sponsor. List and describe the attributes a
project sponsor must have.
10. Describe a Force Field Analysis and for what purpose it is prepared and used.
11. What is the difference between Six Sigma and LEAN? In addition to defining
the difference, describe the project circumstances when LEAN may be a more
appropriate approach.
12. Describe the four Service Characteristics of the service industry and how
each of these impacts the service process.
13. Explain CTQ and how these are used in a Six Sigma Project.
14. Describe why baseline information for CTQ measurements is important.
15. Describe why Six Sigma is a more powerful and successful process than many
other quality improvement methodologies.
16. Explain what root cause analysis attempts to do and why it is so important to
the success of a project.
17. Why is data presented graphically in a Six Sigma project?
18. Explain the concept of NVA and why it is important to understand.
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HOSP 3005
Potential Final Exam Questions
19. What is the definition of quality in the Six Sigma environment?
20. Explain what ?variability? means in the context of Six Sigma. Why is
variability good or bad?
21. Why is maintaining the ?status quo? not an acceptable business practice?
22. List and describe five differences between Management and Leadership.
23. What is the purpose of a Pareto Chart and which type of data is presented in
this form?
24. What is the purpose of a Histogram and which type of data is presented in
this form?
25. What are the steps in preparing a DFMEA and for what purpose is this tool
used?
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