INITAO COLLEGE SCORE______/30

Jampason, Initao, Misamis Oriental

1st Semester, S.Y. 2020 - 2021

Name: RINALYN D. LOPEZ Instructor: MR. FELIX THOMAS N. ESTROGA JR

Course/yr./grp.: BSHM2-G2 Subject: QUALITY SERVICE MANAGEMENT (THC4)

MODULE 2

ASSESSMENT

PLEASE READ EVERYTHING FIRST BEFORE YOU ANSWER. Do not forget to write your name.
PLEASE use UPPERCASE LETTER, and STRICTLY NO ERASUER! Not following instruction will not be credited. Thank You!

MODIFIED TRUE OR FALSE: 2POINTS EACH. Write T if the statement is true and write F if the statement is false, write the
correct answer and underline the wrong statement. Ex. F/QUALITY SERVICE.

T 1. Quality service represents a promise to guests of what the quality and value of experiences associated
with that brand will offer them, every time and every place they see the brand.

F/LOOKING WITHIN 2. Brand image defines the organization’s core competencies and considers the organization’s strong
and weak points in terms of its ability to compete in the future.

F/TOM PETERS 3. “You can knock off everything … except awesome service.” Echoes this idea by the well-known
management writer Robert C. Ford.

F/LOOKING AROUND 4. Looking within, look around for opportunities and threats, in turn defines the strategic premises.

F/ACTION PLANS 5. In the hospitality, planning process is reached, developing the service strategy can be developed
because the organization now has a clear idea of who it wants to serve, what it wants to serve, where
the market for that service is, where the company wants to go, and how it intends to get there.

T 6. The third characteristic of an excellent service strategy is that it focuses the entire organizational
effort on service.

T 7. Developing the service strategy is critical to any service organization’s success because it provides
guidance in how to make every organizational decision, from capital budgeting to handling a customer
complaint.

T 8. The best way to know what your customers want or expect is to ask them.

T 9. Management’s focus is on maximizing operational or production efficiencies to minimize the

organization’s costs is an effective lower price strategy.

T 10. It can aim to be the low-cost producer and low-price provider in its industry, area, or market
segment is the first generic strategies.

T 11. A special Niche, can focus on a specific part of the total market by offering a special appeal like
quality, value, location, or exceptional service to attract customers in that market segment.

F/REINVENTING THE INDUSTRY 12. Hospitality planning cycle Picking and following a strategy is an important decision for
any hospitality manager seeking to find the best match of the company’s mission with present and
emerging uncertainties.

F/HAS 4 CHARACTERISTICS 13. Berry’s Four Components of Excellent Service, Service expert Len Berry suggests that an
excellent service strategy has three different generic strategies.

T 14. Hospitality Planning Process seek to identify what the key drivers or value drivers of guest
satisfaction will be in the intermediate-term and longer-term future.

T 15. The necessity for planning, every hospitality organization needs a road map to unite and focus the
efforts of the organization’s members and get them prepared for the future that the organizational
planners predict.