Chapter 10 focuses on Strategic Planning for Service. With this in mind, the main facets of “strategy” include:

Ch 10: Strategy is especially important to an organization, and includes the following benefit (s):

Ch 10: A SWOT Analysis is a valuable tool commonly used to establish a starting point in strategic development, and indues:

Ch 10: The SWOT Anyalysis has two primary components which include Internal Analysis and External Analysis.

Ch 10: The Strategic Service System involves four main components, which are: Purpose, Product, Plan, and _________ (one word).

Ch 10: A formal statement that explains the purpose of your business is called the ___________ statement.

Ch 11: Regarding chapter 11, “Quality Tools: Setting up for Research,” collecting background information is crucial in helping to establish a starting point and build a case for the direction of future investigation. Ask yourself, WHY collect background information. You can begin an analysis by asking yourself or your team:

Ch 11: After background information has been collected, you want to determine WHAT areas to measure. An example or examples of this could be:

Ch 11: After you know what to measure, you need to determine WHO to measure. The possibilities could include:

Ch 11: After laying the background work and determining what and who to measure, what follows is HOW to measure, and can include:

Ch 11: As you are setting up your research, you should also determine how the population will be divided. The term “Demographics” includes such questions as to age, gender, income, marital status, education, and ZIP code.

Ch 11: The term “Psychographics” includes such questions regarding lifestyles, mode of living, needs, attitudes, culture, influences, and hobbies.

Ch 11: The term ____________means: A comparison of best practice methods.

Ch 12: Regarding Systems, Ratings, and Awards, the Forbes-Mobile Travel Guide evaluates hotels, restaurants, and spas, based on facility inspection and a service evaluation – with five-star hotels being the most exceptional of all properties.

Ch 12: Regarding Systems, Ratings, and Awards, the American Automobile Association (AAA)) approves and rates hotels and restaurants on a scale of one to five Diamonds. The ratings assess extensiveness of services, amenities, and décor.

Ch 13: Regarding hiring the best candidate, hospitality companies see similar traits, that include:

Ch 13: Successful hospitality professionals share certain common qualities that include:

Ch 13:The Job Description is used in hiring, and it explains what they do in the position, including the duties and responsibilities.

Ch 13: The Job Specifications explains what they need to successfully complete the job. It is primarily used in hiring, and includes knowledge, skills, abilities, education, and certifications.

Ch 13: Nonverbal communication that gives clues to one’s underlying premise is the definition of the term ________language.

Ch 13: An organizational _________ is the personality of a business, its style, its work pace, its attitude.

Ch 14: ”The coordination of the exchange of goods and services in an effort to fulfill the wants and needs of the customers” is the definition of the concept called:

Ch 14: The process of marketing as it relates to customer service includes certain steps, such as:

Ch 14: Brand image is what your business stands for and what it means to others. It is what the customers think when the name of your business is mentioned.

Ch 14: Market segmentation is the process of dividing the market into groups.

Ch 14: Four of the “4 Ps” or “5 Ps” of any marketing plan include: place, promotion, product, and _______.

Ch 14: Marketing to your employees – conveying information regarding the company to them is called ___________ marketing.