GTP Quality Control & Process Improvement 2

Question 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?

Accepted Answer

Fishbone (Ishikawa) diagram

Answer

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

Question 2

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

Accepted Answer

Measurable performance benchmarks a service provider must meet

Answer

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

Question 3

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

Accepted Answer

Percentage of bookings made within policy this month

Answer

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

Question 4

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

Accepted Answer

To evaluate real-world service delivery against stated quality standards

Answer

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

Question 5

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

Accepted Answer

Collecting baseline data to quantify the current process performance

Answer

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

(GTP) Global Travel Professional Practice Test

(GTP) Global Travel Professional Practice Test

GTP Quality Control & Process Improvement 2