When a Hotel Chain Empowered All Employees Dealing Directly with Customers

question 33

Multiple Choice

 When a hotel chain empowered all employees dealing directly with customers with the ability to make decisions regarding the best way to rectify situations with unhappy customers, it was an example of pursuing customer-centricity through

• A) cooperation.
• B) capability development.
• C) clout.
• D) connection.

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Definitions:

Cooperative Effort

A collaborative approach towards achieving a common goal, emphasizing teamwork and mutual support.

W. Edwards Deming

An American engineer, statistician, professor, author, and management consultant known for his work in quality control and process improvement.

Quality Movement

A comprehensive approach focused on continuous improvement in quality across all organizational levels and processes.

Preferred Sources

Selected or favored origins of information or supplies, chosen for their reliability, quality, or suitability.