The totality of features and characteristics of product or service that bears on its ability to satisfy stated or implied needs of a customer.

An affirmative indication or judgment that the supplier/ manufacturer of a product or service has met the requirements of the relevant specifications, contact or regulations and also the state of meeting requirements, is the real test of quality.

Is a process that stimulates everyone to achieve greater satisfaction in the work environment. It is based on mutual trust and cooperation.

The aspect of the overall management function that determines and implements quality policy.

The fit between two metal parts is the relationship existing between them with respect to the amount to play or interference which is framed when they are assembled together.

As a dimension or measurement is the difference between high and low limits of size for that dimension of measurement.

Is the prescribed difference between the high limit for a shaft and the low limit for a hole to provide a certain class of fit.

It is a basic belief, theory or rule that has a major influence on the way in which something is done.

Are a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management.

Means meeting the needs of guests with kindness and goodwill.

Is a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service.

The physical perception imparted by your hospitality business is important in achieving customer satisfaction.

When customers are paying to be served, they expect to be able to relax and enjoy themselves without worrying about security.

Your guests need to believe they are receiving an excellent value for their money.

Happy customers are loyal customers. Not only is it important for you to provide stellar service, but awesome products as well.

Since there are many hotels in the market providing the same or similar services, it is very important not only to attract but also to keep the customer in your hotel for the long run.

Under what scope of the hospitality industry does ( Hotels, Inns, Motels, Pensions and Resorts) belong.

Scope of the hospitality industry (Restaurants, Fastfood, Catering).

Scope of the hospitality industry ( Attractions, Gaming, Parks, Clubs).

Scope of the hospitality industry ( Transportation, Travel Agencies, Tour Operators).

Is a sharing process that authorizes employees in different levels to work in groups in order to start guest service prospects and determine the most suitable approach to meet or exceed these prospects.

Can probably be termed as one of pioneering commercial undertakings of this world.

The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.

For sustained success, an organization manages its relationships with interested parties, such as suppliers.

Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.

Principles of Quality Management. (7 points)

Importance of Service Quality and Customer Satisfaction.

(4 points)

Scope of Hospitality Industry. (4 points)

Give at least six (6) examples of Basic Concepts of TQM.

(6 points)