Total Quality Management- The Case of the Missing Reservation

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1.            Were the hostess’s actions consistent with a customer-focused quality philosophy? What might she have done differently?

2.            How would you have reacted to the letter that Mark received? Could the Total Quality Lead have responded differently? What does the fact that the hotel manager did not personally respond to the customer tell you?

3. What other tools of quality would you use to solve the problem? And why?

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