1. Which hotel chain has the following quality responsibility:

    “Ladies and Gentlemen Serving Ladies and Gentlemen”?

     A) Hilton

     B) Ritz-Carlton

     C) Starwood

     D) Wyndham

2. No individual has had more influence on quality management than whom?

     A) Philip Crosby

     B) W. Edwards Deming

     C) Peter Drucker

     D) Frederick W. Taylor

3. The following are three parts of Juran’s Quality Trilogy EXCEPT:

     A) Quality Assurance

     B) Quality Control

     C) Quality Improvement

     D) Quality Planning

4. Who said the only performance standard is “Zero Defects”?

     A) Philip Crosby

     B) W. Edwards Deming

     C) Peter Drucker

     D) Frederick W. Taylor

5. The following are Feigenbaum’s Three Steps to Quality EXCEPT:

     A) Customer Focus

     B) Modern Quality Technology

     C) Organizational Commitment

     D) Quality Leadership