GTP Quality Control & Process Improvement 3 — Questions and Answers
Question 1: A TMC reports that 12% of air tickets issued contain errors. Using the defects-per-million-opportunities (DPMO) metric, what Six Sigma level is this closest to?
- Two Sigma (308,537 DPMO)
- Three Sigma (66,807 DPMO) (Correct answer)
- Four Sigma (6,210 DPMO)
- Five Sigma (233 DPMO)
Correct answer: Three Sigma (66,807 DPMO)
12% errors equals 120,000 DPMO, which falls between Two and Three Sigma but closest to the Three Sigma threshold of 66,807 DPMO.
Question 2: In travel program benchmarking, what is 'best-in-class' comparison primarily used for?
- Setting supplier contract minimum requirements
- Identifying performance gaps by comparing against top-performing peer organizations (Correct answer)
- Calculating the return on investment of the travel program
- Determining which destinations have the lowest risk ratings
Correct answer: Identifying performance gaps by comparing against top-performing peer organizations
Best-in-class benchmarking compares an organization's KPIs against industry leaders to reveal improvement opportunities.
Question 3: A process map of the group booking workflow reveals a step where a coordinator manually re-enters client data already captured in the CRM. This is an example of which type of waste?
- Overproduction
- Duplication (rework) (Correct answer)
- Waiting
- Overprocessing
Correct answer: Duplication (rework)
Manually re-entering data already in the system is a duplication/rework waste because the same information is being processed twice.
Question 4: Which statistical concept describes the natural variability inherent in any travel booking process, even when it is functioning correctly?
- Special cause variation
- Common cause variation (Correct answer)
- Assignable cause variation
- Out-of-control variation
Correct answer: Common cause variation
Common cause variation is the random, inherent fluctuation in a stable process that does not signal a specific problem.
Question 5: A global travel program sets a KPI that 95% of travelers must complete a post-trip satisfaction survey. After six months, completion is at 61%. What is the most effective corrective step?
- Lower the KPI target to 65% to reflect actual performance
- Analyze barriers to completion and redesign the survey trigger and delivery method (Correct answer)
- Mandate survey completion as a policy requirement with penalties
- Increase survey length to capture more detailed feedback
Correct answer: Analyze barriers to completion and redesign the survey trigger and delivery method
Investigating why travelers skip the survey and improving the delivery mechanism addresses the root cause rather than just adjusting the target.
Question 6: In ISO 9001 terms, what does 'documented information' replace compared to earlier versions of the standard?
- Quality objectives and policy statements
- The terms 'documents' and 'records' used in older versions (Correct answer)
- Management review meeting minutes only
- Supplier qualification criteria
Correct answer: The terms 'documents' and 'records' used in older versions
ISO 9001:2015 consolidated the separate terms 'documents' and 'records' into the single unified term 'documented information.'
Question 7: A travel program manager wants to prioritize which complaint categories to address first. Which tool ranks issues by frequency to focus improvement efforts on the most impactful problems?
- Control chart
- Pareto chart (Correct answer)
- Histogram
- Run chart
Correct answer: Pareto chart
A Pareto chart ranks complaint categories from most to least frequent, applying the 80/20 rule to focus resources on the vital few causes.
GTP Quality Control & Process Improvement 3
A TMC reports that 12% of air tickets issued contain errors.
Using the defects-per-million-opportunities (DPMO) metric, what Six Sigma level is this closest to?