GTP Quality Control & Process Improvement 3

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?

Accepted Answer

Three Sigma (66,807 DPMO)

Answer

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?

Accepted Answer

Identifying performance gaps by comparing against top-performing peer organizations

Answer

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?

Accepted Answer

Duplication (rework)

Answer

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?

Accepted Answer

Common cause variation

Answer

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?

Accepted Answer

Analyze barriers to completion and redesign the survey trigger and delivery method

Answer

Investigating why travelers skip the survey and improving the delivery mechanism addresses the root cause rather than just adjusting the target.

(GTP) Global Travel Professional Practice Test

(GTP) Global Travel Professional Practice Test

GTP Quality Control & Process Improvement 3