Genichi Taguchi: Quality Management Pioneer
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Questions and Answers

What is the main reason for hotels and resorts to conduct market segmentation?

  • To have it all
  • To compare brands directly
  • To observe tour experiences
  • To develop target segments (correct)

    • How do guests usually measure perceived quality of service products?

  • By tangibly and intangibly gauging aspects of the service (correct)
  • By comparing brands directly
  • By directly observing the service
  • By advertising the service quality

    • What is considered a critical aspect for gauging a tour experience?

  • Comparing brand names
  • Tangible and intangible aspects of the tour package (correct)
  • Direct observation
  • Images and advertising

    • Why do some brands ship from outside the country according to the text?

    <p>To maintain service quality and deliver value promised to guests</p> Signup and view all the answers

    What is considered the most prized possession of corporate reputation according to the text?

    <p>Perceived quality</p> Signup and view all the answers

    Who is known as the Father of Statistical Quality Control in the text?

    <p>Walter A. Shewhart</p> Signup and view all the answers

    Which characteristics of services did Booms identify in the 'crawling out' stage?

    <p>Intangibility, inseparability, heterogeneity, and perishability</p> Signup and view all the answers

    What did Christopher Lovelock add to the original marketing mix to make it more appropriate for services?

    <p>People, process, and physical evidence</p> Signup and view all the answers

    What did Theodore Levitt propose as the corporate purpose in 1983?

    <p>To create and keep a customer</p> Signup and view all the answers

    What term did Bruce Laval conceptualize to view service quality in the tourism and hospitality industry?

    <p>Guestology and GPOV</p> Signup and view all the answers

    What did Walt Disney and the Disney Company refer to service providers as?

    <p>&quot;Cast members&quot;</p> Signup and view all the answers

    Which academic field was Theodore Levitt associated with?

    <p>Economics</p> Signup and view all the answers

    What is guestology according to Dickson (2010)?

    <p>The study of guest behaviors, needs, and expectations in a service environment</p> Signup and view all the answers

    According to Klein (2014), what does guestology focus on?

    <p>Understanding guests' needs and wants, perceptions, and expectations</p> Signup and view all the answers

    Why is it important for companies to inquire from their customers about their expectations?

    <p>To collect data for internal research</p> Signup and view all the answers

    What does the term 'guest experience' encompass according to the text?

    <p>Everything from guest expectations to feedback</p> Signup and view all the answers

    In the context of guestology, why is it crucial to identify the actual needs and wants of guests?

    <p>To effectively manage a service organization</p> Signup and view all the answers

    How does Bruce Laval contribute to the field of guestology?

    <p>By introducing the concept of guestology as a science</p> Signup and view all the answers

    Who championed the work of Walter Shewhart and introduced the 'Shewhart cycle'?

    <p>Joseph M. Juran</p> Signup and view all the answers

    Which quality management expert was credited with a 25% reduction in the overall rejection rate?

    <p>Philip B. Crosby</p> Signup and view all the answers

    Who devised the concept of Total Quality Control that later inspired Total Quality Management?

    <p>Armand V. Feigenbaum</p> Signup and view all the answers

    Which expert is known for incorporating the human aspect into quality management, leading to Total Quality Management (TQM)?

    <p>Joseph M. Juran</p> Signup and view all the answers

    Who is notable for rejuvenating the norm in the workplace and emphasizing that quality should not stop at reinventing a product alone?

    <p>Kaoru Ishikawa</p> Signup and view all the answers

    'Quality Control Handbook' is a classic reference authored by which quality management expert?

    <p>Joseph M. Juran</p> Signup and view all the answers

    Who is credited with inventing the 'Ishikawa' or 'fishbone' diagram?

    <p>Genichi Taguchi</p> Signup and view all the answers

    Which methodology did Genichi Taguchi develop to improve the quality of manufactured goods?

    <p>Taguchi Methods</p> Signup and view all the answers

    Who were the authors behind the 'gaps model' of service quality?

    <p>James H. Donnelly, Valarie A. Zeithaml, Leonard L. Berry</p> Signup and view all the answers

    What concept did James H. Donnelly highlight in his works related to services marketing?

    <p>Marketing channels for services vs. physical goods</p> Signup and view all the answers

    Which individual is known for reinventing the concept of customer service and introducing after-sale service and warranty?

    <p>Genichi Taguchi</p> Signup and view all the answers

    Who made significant contributions in assessing quality in services through the 'gaps model' approach?

    <p>James H. Donnelly, Valarie A. Zeithaml, Leonard L. Berry</p> Signup and view all the answers

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