Business Management 117

TOPIC

Discuss Disney and other Exemplary Service Provider’s Quality Theory

LEARNING OBJECTIVES

This discussion is for:

  1. Becoming familiar with several quality theories on quality management
  2. Applying various quality theories to practice

ACTIVITIES

1. Read the following two articles about Disney.

2. Answer these two questions

    • Question 1: What quality theories do you think Disney is applying to its service? Choose at least two theories and provide examples from the readings. For example, Point X from Dr. Deming’s 14 Points, Step Y from Crosby’s 14 Steps, etc.
    • Question 2: Disney develops a “theory” of how to serve guests in the theme park. Please share an example of another service provider that “anticipates” the behavior of the guests.

no word limits, please answer the question in sentences. no need to be essay format, just clearly state your point.

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