An evoked set consists of the inept set and the inert set

Which of the following is a core value associated with total quality management?

A) Lack of involvement of vendors, suppliers, and customers B) Managers measure progress with feedback based on data C) A shift in focus from internal to external customers D) Cost is no longer a point of focus E) Stress on minimal training

Which of the following was NOT part of the British Airways "Know Me" program?

A) centralization of information about frequent fliers into a single database B) identification of each customer's seating location and previous flight, meal, and complaint history C) infiltration of coach class by mystery shoppers D) generation of 4,500 daily messages to recognize passengers E) distribution of 2,000 iPads to crew members and ground staff to aid information dissemination and stimulate passenger recognition