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Describe the motivational metaphor of a burning platform. Which motivational theory do you believe it speaks of? Explain.

What is the KANO Model? Provide an example.

What is EDSO?

Are leaders made or born? Explain.

What is SPC? Give an example.

What is 6 Sigma?

What is meant by the Gap Model?

How would you define quality guest service?

Explain the Baldrige Quality Award Process.

List and describe the achievements of 3 Quality Gurus.

Assume that you were given the task of consulting to improve the guest service of the average student orientation process at J&W. Chose 5 quality tools that you would for the job. Explain your reasoning and how each would be used.

What is the difference between Lean, Six Sigma and BPM? Explain.

What are the different belts in Six Sigma?

What is the difference between DISC and MBTI?

Explain how process reengineering can revolutionize a business.

Explain the DMAIC Process.

What is a CTQ? Give an example.

How is SERVQUAL used?

Explain the process of constructing a CTQ Tree. Use an example.

Explain Bruce Tuckman’s 5 stages of team development.

Explain 4 ways to use big data in hospitality.

What is an SOP?

What is Self-Actualization and how might it relate to being a great leader?

Describe Maslow’s Hierarchy of Needs. Relate each level to an example in your life.

List and briefly describe 3 pros and 3 cons regarding empowerment.

What is service recovery? Give an example in hospitality?

What would a business do to sustain organizational change?

What is a SMART goal?

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