For this assignment, you will work again with Meghan Willoughby, Chief Purser aboard the Friendly Seas I. You know the assignment has something to do with quality, but you aren’t quite sure what. You meet Meghan aboard the ship. She greets you and says, “Let me tell you a bit about what you’ll be doing for us.We’ve been working on quality measures for several years, and now must focus on quality even more as our industry becomes more competitive. We need to make sure that our guests receive quality service from beginning to end. We need your help in bringing ideas together on how to measure quality in a service organization.” This assignment will enhance your knowledge of the material in Chapter 5 of your textbook while preparing you for your future assignments.

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