Leadership and Management in the Hospitality Industry Practice Exam Well Answered.
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Course
Leadership and Management Concepts
Institution
Leadership And Management Concepts
The critical measurements an organization takes to determine its present condition before the change process begins: - Answer Baseline measurements
Technological, market, competitive, and work force changes are: - Answer External forces of change
The most important task of a change spon...
Leadership and Management in the
Hospitality Industry Practice Exam Well
Answered.
The critical measurements an organization takes to determine its present condition before the change
process begins: - Answer Baseline measurements
Technological, market, competitive, and work force changes are: - Answer External forces of change
The most important task of a change sponsor - Answer Persuade people to support the change
Necessary for an organization to change - Answer Perceive a need
Articulation of what an organization will look like after a change is complete - Answer Vision Statement
Best way to plan a large-scale organizational change: - Answer non-existent - there is no "best way" to
plan a large-scale organizational change.
Responsible for the day-to-day effort that makes the change happen - Answer Change agents
Those change agents should deal with last when implementing organizational change - Answer
Inhibitors
The most productive approach to conflict management - Answer Collaboration
The final phase of the change model - Answer Continuous improvement
,When an organization decentralizes, lines of authority and communication: - Answer change from
moving from top to bottom to moving from the bottom to the top and in lateral directions
The management function that refers to management activities related to achieving an efficient use of
resources to attain the organization's goals and objectives - Answer Controlling
Do not set agendas in order to delegate decision-making to others; typical day is unplanned. - Answer
General managers
Has the greatest impact on redefining the responsibilities of managers in the hospitality industry -
Answer Electronic information management systems
The spouse of one of your employees dies. You attend the funeral. Management role performed: -
Answer Figurehead
Management style that gives experienced employees independence and decision-making responsibility:
- Answer Democratic
The greatest shortcomings of traditional theories of management is: - Answer the absence of any
discussion of customers or guests.
A "directing" style of management with coaching and support for some and delegation for others is: -
Answer situational leadership
According to Deming, work standards or quotas: - Answer ignore the different levels of skills and talent
among members of a departments staff.
This builds barriers between departments: - Answer lack of communication
External customers of the housekeeping department's guestroom cleaning process are: - Answer hotel
guests
, To help managers understand how they can address quality issues within their organizations, Juran
proposes an analogy between quality management and: - Answer financial managment.
A measure of quality in relation to reducing defects of a product or service is called the: - Answer
defect ratio.
Who is responsible for first creating the Plan-Do-Check-Act Cycle? - Answer Walter Shewhart
Are an extremely detailed blueprint for achieving an ISO-certified quality management system: - Answer
ISO 9000 standards
Involve more change and produce higher levels of quality, speed, and savings than incremental
improvements: - Answer Breakthrough improvements:
The best starting point for identifying existing service problems or current work processes that fail to
meet or exceed guest expectations is: - Answer guest feedback.
Form the foundation for objective analyses of problems and processes: - Answer Well-written problem
statements:
A selection criteria that addresses the importance of people, time, money, and equipment in dealing
effectively with a problem: - Answer availability of resources.
The results of this indicate whether a solution to a problem should be implemented throughout the area
targeted for improvement: - Answer a trial test.
A helpful tool used by continuous improvement teams to organize and schedule the activities necessary
to implement a solution is called: - Answer an action plan worksheet.
A selection tool used to quickly reduce a list of items to two or three choices: - Answer multi-voting.
A tool used to show relationships among two or more items: - Answer bar chart.
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