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- 1. Multiple Choice
What is the etymological definition of the word quality?
It comes from Kalos: good, apt or favorable and qualitatem: property or characteristic.
It comes from Kalos: bad, unfit or unfavorable and qualitatem: property or characteristic
It comes from Kalos: powerful, dominant or strong and qualitatem: property or characteristic.
- 2. Multiple Choice
What is quality?
Quality is an absolute and static property of a product or service
Quality is a dynamic property of a product or service that is relative and depends on who judges it
Quality is a property of a product or service that is irrelevant to the needs of customers
- 3. Multiple Choice
What is Quality in Tourism Services?
A way of being, to do worse and at first, the activities involved in the development of tourism.
A way of being, to do better and at first, the activities involved in the development of tourism.
A way of being, to do differently and at first, the activities involved in the development of tourism.
- 4. Multiple Choice
What are the five main indicators to rate Quality?
Accuracy, Efficiency, Equity, Relevance, Pertinence.
Accuracy, Efficiency, Excellence, Relevance, Pertinence.
Precision, Efficiency, Equity, Relevance, Pertinence.
- 5. Multiple Choice
What are the two types of customers?
Primary and Secondary Customers.
National and International Customers.
Internal and External Customers.
- 6. Multiple Choice
What are the steps to improve services?
Decrease the number of employees, increase the production rate, and reduce expenses.
Identify who your customers are, determine your requirements and needs, analyze your work processes, define your areas of opportunity, and define evaluation systems.
Hire a consultant, increase the marketing budget, and introduce new products.
- 7. Multiple Choice
What is planning?
It is a waste of time and resources.
It is a strategy used only by large companies.
It is one of the fundamental strategies to guarantee quality through the forecast and control of the process rather than the result.
- 8. Fill in the Blank
Are all those people, groups or communities that receive a product or service, but are outside the process that creates this product or service
- 9. Fill in the Blank
are all those who receive the product or service from another phase or stage, within a certain process
- 10. Fill in the Blank
A Quality System has as main priority to meet the needs, desires, demands and proposals of customers
- 11. Multiple Choice
Habits of a succesfull organization
Definition of a
procedure to collect
complaints, solve them
and avoid recurrence
Giving recognition to people that offer bad service
Collect information
about customer
perceptions and share it
with all staff
They involve the staff and
they give recognition to
people that offer a
good service
- 12. Fill in the Blank
the expected range of behavior for the indicator in qualitative and quantitative terms; is calculated or determined from a sample of data.
- 13. Multiple Choice
What are the characteristics of parameters in Quality Assurance?
They are formulated based on groups of
documented strategies and indicators or
based on local or international results or
averages.
Rules or elements to judge, estimate and validate a system of indicators
Identify areas of opportunity and goal
fulfillment.
- 14. Fill in the Blank
It is carried out through the follow-up, review or monitoring of the
processes to be improved, which allows to detect to what degree these
improved processes are working
- 15. Fill in the Blank
-Prevents errors
-Self-control of human capital
-Minimize process and product variations
-Use of statistical tools
- 16. Multiple Choice
What are criteria, indicators, and parameters?
A set of rules or elements to judge, estimate and validate a system of indicators
A detailed list of products or services
This helps to ensure that the process of monitoring and improving processes is effective.
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