drilled in the LEARN routine step ensuring that the complaint is fed back into t
ID: 391714 • Letter: D
Question
drilled in the LEARN routine step ensuring that the complaint is fed back into the sy members are trained not to say merely "sorry" but "please a them a budget for reimbursing upset guests. workers to solve a problem immediatey system. And at the ot Designing the product, managing the service process, matching the product, and preparing for the exceptions are keys to quality box "Richey International's Spies" provides another glimpse of how (oes The McDonald's drive-ti hot coffee on hers be safely consume woman won $2.9 the award to $64 was served to the quality. Further, Be Hot." McDona VIDEO 6.2 TOM at Ritz-Carlton Hotels quality in services Discussio OM in ction Richey Intemational's Spies 1. Explain how 2. As an Inter criteria. See t 3. Which 3 of D to the succes 4. List the sev TQM progr 5. Name three ity concept about each field of qua 6. What are s 7. How does How do luxury hotels maintain quality? They inspect. But when the product is using checklists, tape recordings, and photos,wrften The reports include evaluation of standards such as one-on-one service, largely dependent on personal behavior, how do you inspect? You hire spies! Does the doorman greet each guest in less than 30 . Richey International is the spy. Preferred Hotels and Resorts Worldwide and Does the front-desk clerk use the guest's na Intercontinental Hotels have both hired Richey to do quality evaluations via spy Are the bathroom tub and shower spotesy clean? ing. Richey employees posing as customers perform the inspections. However, even then management must have established what the customer expects me durino n How many minutes does it take to get coffee after the que for breakfast? fic services that yield customer satisfaction. Only then do managersDid the waiter make eye contact? know where and how to inspect. Aggressive training and objective inspections Were minibar charges posted correctly on the bil? Established standards, aggressive training, and inspecton TOM effort at these hotels. Quality does not happen by acotenx reinforce behavior that will meethose customer expectations learning? The hotels use Richey's undercover inspectors to ensure performance to 8. How can a its gradua exacting standards. The hotels do not know when the evaluators will arrive Nor what aliases they will use. Over 50 different standards are evaluated before the inspectors even check in at a luxury hotel. Over the next 24 hours, 9. Philip Cr 10. List the th 11. What is blem Sources: Hotel and Motel Management (August 2002), The Wal h (May 12, 1999); and Forbes (October 5, 1998) proExplanation / Answer
Total number of letters E = 110
Total number of letters E + e = 55
Since total number of letters E are 110, hence E + e combination comes out to be half, i.e. 55.
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