Total quality management (TQM) is a technique that focuses on
A. using IT to reduce the costs of product assembly processes.
B. increasing operating system efficiency.
C. improving the quality of an organization's products and services.
D. creating an output that is valuable to the customer.
E. using IT to develop an ongoing relationship with customers.
Answer: C
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Which of the following statements about the federal gift tax is false?
A. The tax is imposed on the donor. B. The tax is based on the fair market value of the gifted property. C. The donor's basis in the gifted property carries over to become the donee's basis. D. An individual can give away $10 million (adjusted annually for inflation) every year without being subject to tax.
Answer the following statements true (T) or false (F)
1. The equation Qe = Qed – Qee demonstrates that quality experienced is the difference between what is promised by the marketing team and what is expected by the guest. 2. One of the top ten guest complaints listed by Leonard Berry is employees who text instead of paying attention to the customer or chat with each other while the customer waits. 3. One of the top ten guest complaints listed by Leonard Berry is inadequate communication after problems arise. 4. Intangible costs, such as the time spent by a customer at a restaurant, are not part of the cost and value equation.
Terrorism contributes to
A. religious and political stability. B. the warning signals on global values clashes. C. an increase in business opportunities. D. an unstable environment that is detrimental to business.
Which is a guideline for using photographs as a presentational aid?
a. Pass the photos around so everyone is able to see them. b. Use photographs to establish the mood of your presentation. c. Take advantage of the potential for shock value of photographs. d. Use photos that do not require explanation.