Practice Test Geeks(GTP) Global Travel Professional Practice Test
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Quality Control & Process Improvement Flashcards

7 cards from real GTP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Quality Control & Process Improvement flashcards as text

  1. A travel management company notices a recurring error where hotel confirmations are sent to clients 48 hours late. Which quality improvement tool best identifies the root cause?

    Answer: Fishbone (Ishikawa) diagram

    A fishbone diagram systematically maps all potential causes (people, process, tools) contributing to the confirmation delay.

  2. In the context of GTP quality standards, what does a 'service level agreement' (SLA) primarily define?

    Answer: Measurable performance benchmarks a service provider must meet

    An SLA establishes specific, measurable performance benchmarks that define expected service quality between parties.

  3. Which of the following is the BEST example of a leading indicator in travel program quality management?

    Answer: Percentage of bookings made within policy this month

    Leading indicators like current policy compliance rates predict future performance, unlike lagging indicators that reflect past results.

  4. A corporate travel program implements a 'mystery traveler' audit. What is the primary purpose of this quality control method?

    Answer: To evaluate real-world service delivery against stated quality standards

    Mystery traveler audits assess actual service delivery from a customer perspective to verify compliance with quality standards.

  5. When applying the DMAIC methodology to a travel program, what happens during the 'Measure' phase?

    Answer: Collecting baseline data to quantify the current process performance

    The Measure phase collects quantitative data to establish a performance baseline before improvements are attempted.

  6. A travel agency's Net Promoter Score (NPS) drops from +45 to +22 over one quarter. What is the most appropriate immediate action?

    Answer: Conduct structured follow-up interviews with detractors to identify root causes

    Qualitative follow-up with detractors uncovers the specific service failures driving the NPS decline before solutions are designed.

  7. Which quality framework emphasizes continuous incremental improvement involving all employees at every level of an organization?

    Answer: Kaizen

    Kaizen is a Japanese philosophy of continuous small improvements involving every employee, not just management or quality specialists.

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