PRE-TEST

Name: Chona mae T. Flores Score ______________

Course/Year/Section _BSHM -1B Date _______________

Multiple Choice. Read and analyze the statements below. Choose the letter of the correct answer and write it
on the space provided before the number.
___C__1. Total service management focuses on:
a. Customer
b. Employee

c. Both a and b

d. None of the above

__D___2. Which of the following is responsible for quality objective?
a. Top level management
b. Middle level management
c. Frontline management
d. All of the above.
_D____3. The degree to which a product or service meets a customer’s expectations is called:
a. Customer loyalty
b. Customer affiliation
c. Rate of return
d. Customer satisfaction
__C___4. If you are trying to learn whether a customer is satisfied with the construction of a product, what type
of factor are you examining?
a. Quality product
b. Price of the product
c. Quality of the service provided
d. Value of the product
_A____5. How might a business be able to find out if its customers are satisfied with its services or products?
a. Conduct a customer satisfaction survey

b. Interview each customer individually

c. Call the customer at home the night they’ve purchased the product.
d. Conduct a year- long case study
_B____6. Which of the following is the best explanation of customer satisfaction?
a. A customer’s satisfaction with the quality of a product.
b. A customer’s satisfaction with the quality and value of the product
c. A customer’s satisfaction with the value of the product
d. The degree to which a product or service meets a customer’s expectations..
_A____7. If you are trying to learn whether a customer is satisfied with the construction of a product, what type
of factor are you examining?
a. Quality
b. Service
c. Price
d. Value
_C____8. What typical method for a business to investigate a customer satisfaction?
a. Interviews
b. Case studies
c. Telemarketing
d. Survey
___A__9. Which of the following is an example of a product differentiation on the basis of physical
characteristics?
a. Supporting social causes
b. Offering an extended warranty
c. Setting up your business in a convenient location
d. Claiming that your product tastes the best because you use premium ingredients.
___A__10. Studies conducted by Nielson Global Research show that some customers are willing to pay more
for a product if the company ____________.
a. Has been in business longer than the competition.
b. Supports social causes
c. Offers a product with more color options
d. Hires a celebrity spokesperson
 Mastery Test

Name: CHONA MAE T. FLORES Score ______________

Course/Year/Section: BSHM-1B Date _______________

Test 1. Direction: TRUE or FALSE. Write True if the statement is correct, otherwise False. Write your answer
on the space provided before the number.
TRUE 1. The purpose of organizations is to meet customer needs and satisfy their expectations.
TRUE 2. The quality of a product is easy to define since it is often viewed by people’s perception and
measured against their own experiences.
FALSE 3. The customer needs a little or no introduction to the proper use of a product or feature, particularly
with new products.
TRUE 4. The objective of service management is to provide quality product to customers at a lower price.
TRUE 5. Service Management implies an organization dedicated to delighting customer by meeting or
exceeding customer expectations.
FALSE 6. A team is a group of people working together to achieve different goals and objectives.
TRUE 7. Performance measures should be simple, easy for users to understand, relevant to the user, visible to
the user, preferably developed by the user, designed to promote improvement and in many number.
TRUE 8. Quality often means different things to different people.
TRUE 9. In nature or any manufacturing process, we can expect to find certain amount of chance variation that
is inherent in the process.
TRUE10. Hospitality industry is more on intangible items that are are associated with tangible items.

Test 2. Direction: In your own words, explain the following terms based on the discussion. Write your
answer on the space provided. (10 pts)
1. Pick two service organizations, in the same service field, you have patronized or visited. Compare them in
terms of the service quality and value you received.

I visited Lakawon Island, where the customer, client, or guest interacts with the service provider. They
organize and ensure the quality of their services, as well as the value they place in their resort. They
respect all customers and clients, and they have knowledgeable staff to entertain them on what they
expect in the resort.
d

Enhancement Activities

Name :CHONA MAE T. FLORES Score ______________

Course/Year/Section: BSHM-1B Date _______________

Direction: Think about the last business establishment of any kind you visited. What were the tangibles
of its service product? What were the intangibles?
Name of establishment: ________________________________

TANGIBLES Intangibles

1.EQUIPMENT 1.COPYRIGHTS

2.PERSONNEL 2.SERVICE

3.COMMUNICATION 3.TRADES NAMES AND

MATERIALS COSTOMER LIST

4.APPEARANCE OF 4. PATENTS TRADEMARKS

PHYSICAL FACILITIES

2. With the list of the tangibles and the intangibles that you have enumerated, do you think it constitute
in delivering a quality service? Why or why not?
When we explore how the marketing of intangibles differs from the marketing of tangibles, the utility of the
distinction becomes clear. While some of the contrasts may appear evident, it is clear that there are
considerable similarities between the marketing of intangibles and tangibles, as well as differences.
 Mastery Test

Name: CHONA MAE T. FLORES Score ______________

Course/Year/Section: BSHM-1B Date _______________

Guest Expectations, Satisfaction, Retention and Loyalty

Test 1. Direction: Multiple Choice. Encircle the letter of the correct answer in each of the following
questions.
1. In a total quality setting, quality is defined by:
a. The employee
b. The customer
c. The management
d. The organization
2. An organization with a customer focus is:
a. Outward-looking
b. Inward-looking
c. Established
d. Continually improving
3. Which of the following mechanisms can help improve communication?
a. An internal customer
b. Self-managed and cross departmental teams?
c. An organization employees
d. External customers
4. Which of the following statements are true concerning communication with customers?
a. Must extend only to internal customers
b. Is never misunderstood
c. Is essential in a competitive marketplace
d. Is not necessary in a small town
5. The best way to generate customer loyalty is to provide customers with:
a. Rebates
b. Discounts
c. Super value
d. Uninhibited access
6. A company should contact customer’s expectation based on:
a. when and how they want to avail the products
b. when and how the employees want to deliver the products
c. when and how the top management want to deliver the products
d. what the customers want
7. Companies should listen carefully to what customers say about__________?
a. your company and your products
b. your products and customer service
c. your company and your boss
d. your company and the employees
8. Customers are concern about_____?
a. right products and their perceived value
b. right products at the right time
c. products that are seasonal
d. products that are of good value
9. If a company needs to contact a thousand leads only to find just ten new customers, which department are
they putting big investment in?
a. Sales and promotion
b. Sales and marketing
c. Products and marketing
d. finance and sales
10. Which of the following is an example of exceeding guest expectations?
a. If the guest’s “perceived value” is met
b. If the guest’s receive more than the “perceived value”.
c. If the guest’s “perceived value” is not met
d. If the guest’s perceive value is just met.

Test 2. Direction. True or False. Place T or F in the space provided before the statement.
T 1. The customer in a total quality setting defines quality.
T 2. It is important to acquire as many customers as an organization is able because customers are not
reliable and an organization must always be replacing a lost customer.
T3. Communication just happens.
T 4. Quality is perceived by a customer as value satisfaction.
F 5. Meeting customer specifications does not produce customer satisfaction.
T 6. A company needs to spend money on finding new customers and keeping new customers happy at the
same time.
F7. It is more expensive to find new customers than to get repeat customers.
T 8. A satisfied customer tends to be a repeat customer.
T 9. A company should conduct more training in meeting guest expectations as it has higher level of guest
satisfaction.
T 10. High guest satisfaction is proportionate to increase sales, thus higher company profit.
 Enhancement Activities

Activity No. 1
Direction: In the box below, provide at least three (3) memorable experiences that you have
encountered in the tourism and hospitality industry. You may paste pictures or brochure cut-outs. And
justify whether you are satisfied or dissatisfied with their products or service.

SATISFIED
Name: Chona Mae T Flores__________________ Score ______________
Course/Year/Section: _BSHM 1B______________________ Date _______________

Activity 2: Based on your clippings in Activity 1, what are your suggestions to improve customer
satisfaction? Or if you are already satisfie, what should be done to maintain high quality standards in
their delivery of service?

Mastery Test
Name: Chona Mae T Flores________________________ Score ______________
Course/Year/Section: BSHM 1B _______________________ Date _______________

Direction: Identification. Read the statements below and identify whether it is COST, VALUE or
QUALITY. Write your answer on the space provided before the number.

VALUE 1. The usefulness or worth of product or service to customers.

QUALITY 2. The original cost of investment plus the accrued interest and amortization of any premium
discount.
QUALITY 3. Intangible part of a transaction relationship that creates value between a provider organization
and its customer, client or guest
COST 4. The amount of inputs incurred producing a product.
VALUE 5. The goods or services customer gets in return.
VALUE 6. The amount of satisfaction the customer derives from a product.
COST 7. The standard of something as measured against degree of excellence.
COST 8. This is a personal judgment founded on the expected guest satisfaction.
QUALITY 9. The totality of features and characteristics of a product or service that bears its ability to satisfy
stated or implied needs.
VALUE 10. A degree to which a set of inherent characteristics fulfils requirements.

Enhancement Activities
Name: Chona Mae T Flores____________________________________ Score ______________
Course/Year/Section: BSHM 1B_______________________ Date _______________

 ACTIVITY I. Write down your most unforgettable trip you had with your friends and family wherein
you experience hospitality service. Describe your story according to its cost, value and quality.
Give rationale for each.

Hospitality service: ____________________________________

1. Cost We eat in the Jollibee with my family also when

they done eating. I go to my Friend Birthday they
Celebrate her birthday in the restaurant

2. Value management directives, or corporate values

printed on placards, organizational behavior is
driven by peer pressure and behavioral norms
that spread, like pathogens, through
organizations.

3. Quality We go on the Northland Hotel and Resort to

celebrate my auntie’s birthday my expectation
on that hotel is a high quality and can satisfied
me but the quality of the resort for me is
satisfied but the hotel I’m not sure because the
other branch has no tourist or customer also it
so dark inside. I’m not satisfied of the hotel





 ACTIVITY 2. Research about five star hotels or Michelin star restaurants. Choose only one
establishment and find out how they deliver quality service. Are there protocols or certain
standards they follow? Attach pictures or clippings

1. Quality of products The product must be designed as per the consumers' needs and high-quality
standards.Quality conformanceThe finished products must conform (match) to the product design
specifications.

2. Mastery of flavour and cooking techniques Being a masterful chef starts with understanding your ingredients
and the diverse possibilities opened up by the cooking methods you choose. If you want to build your culinary
skills, start by practicing and perfecting these 7 fundamental cooking methods.

3. The personality of the chef represented in the dining experience Creativity. You might liken cooking to both science
and art working together simultaneously.

4. Harmony of flavours Harmonious is a term used in wine tasting when a wine is noted to be in ideal and/or perfect
balance in all aspects pertaining to the body of wine, like its aromas and tastes of fruit, acid, tannin, sugar and alcohol.

5. Consistency between inspectors’ visits

 Mastery Test

Name:CHONA MAE T. FLORES ____________________________________ Score ______________

Course/Year/Section: BSHM 1B_______________________ Date ______________

Direction: Think of a hospitality organization that you are familiar with. Answer the following
questions.

1. What seem to be the key drivers of the guests in its customers?

knowing key drivers helps you to prepare plans on how to troubleshoot problems, it'll help make the company  stress
free and the flow of the work is calm and at ease

2. How do these key drivers influence how the organization operates?

Increasing number of millennials progressing from operations and middle management into senior management and
leadership positionsGreater community and stakeholder expectations of transparency and communication of data
around impact, management and performance

Enhancement Activities
Name: CHONA MAE T. FLORES ____________________________________ Score
______________
Course/Year/Section: BSHM 1B Date ______________

Activity 1: Based on what you learned about the three generic strategies, make a research about
companies that applies these strategies in their product offering. Make a rationale in each item.

LOWER PRICE
Board lot(s) are basically the minimum number
Paste company logo or picture here: of shares you can buy. For Jollibee, the board
lot is 10 shares. So, in our equation, it is the
price (216 pesos per share) X bored lot (10
shares per transaction) = 2160
pesos (minimum order). The minimum amount
you will need as of today is 2160 pesos.

PRODUCT DIFFERENTION

Paste company logo or picture here: is the core of Starbucks' strategy to gain a
sustained competitive advantage. Starbucks
offers such differentiation through an excellent
customer experience and quality coffee The
“Starbucks Experience” is achieved through its
well-designed stores with good ambiance and
well-trained staff.

Special niche

Paste company logo or picture here: Coca-Cola adopted different marketing

strategies and built a strong brand among
the consumers. But the company was faced
with stagnating sales in the 1980s due to
shift in consumer preferences from
carbonated drinks to healthy drinks like
juices and green tea.
 Mastery Test

Name: CHONA MAE T. FLORES Score ______________

Course/Year/Section: BSHM-1B Date ______________

Direction: Match the description in Column A with the examples in Column B. Write your answer
on the space provided before the number.

Column A Column B

C 1. Society and demographics a. market competition

H 2. New entrants b. financial institutions
D 3. Economy c. lifestyle; race; values; age
O 4. Substitute products/services d. inflation; interest rates
L 5. Supplier relationship e. customer awareness
I 6. Politics f. market segmentation
N 7. Bargaining power of suppliers g. human capital
K 8. Competitive position h. market niche
J 9. Ecology i. government policy;regulation
M10. Technology j. environmental policies
A 11. Rivalry k. alternative suppliers
N 12. Bargaining power of buyers l. supplier stability
F 13. Customer profile m. new products; breakthrough
B 14. Creditors n. stability of buyers
E 15. Labor Market o. alternatives; new offerings
 Enhancement Activities

Name: CHONA MAE FLORES T FLORES ____ Score ______________

Course/Year/Section: BSHM 1B_______________________ Date ______________

ACTIVITY 1: You are about to start your own business and need to consider environmental factors.
Write down your considerations in terms of the following:

Name of business:
Nature of business:
The overall environment ►► Proper Sitting Position

► Body Alignment
► Monitor /Distance

The industry environment ►

►►► Competitor

► Suppliers

► Products

► Buyers

► Capital

The operating environment ► Competition

► Needs of customers

► Financial stability

► Manpower

► Services
 Mastery Test

Name: CHONA MAE T. FLORES ________________ Score ______________

Course/Year/Section: BSHM 1B_______________________ Date ______________

Direction. Based on the discussion about Berry’s Four Component of Excellent Service, explain in
your own understanding each component and cite examples or scenarios.
(5 pts.each)

1. There is a good approach to quality it has an important mission to give customers a good experience

2. There is good service strategy with high quality customers it provides nice and good service saying
That money matters the service matter

3. Service excellence that should ensure everyone has a mission is approach to their service that should
strive to service for their organization

4.should strengthen the service strategy push each employee to grow and develop so that the employee team
can do what they never thought can could do posible
 Enhancement Activity

ACTIVITY 1: Based on Berry’s Four Components of Excellent Service, paste clippings of

organization’s mission statements that reflect their commitment in delivering excellent service.

Organization’s logo paste here Organization’s mission

is to make delicious feel-good moments easy

for everyone. mission statement

To refresh the world... To inspire moments of

optimism and happiness
 The Adidas Group strives to be the global
leader in the sporting goods industry with
brands built on a passion for sports and a
sporting lifestyle.

To serve finger lickin' good food to all our

customers!

UNIT 3 SETTING THE SCENE FOR THE GUEST

EXPERIENCE

Learning Outcomes:

This module aims to:

1. Explain the service setting and why service environment is important

2. Explain how the service environment affects guests and employees
3. Discuss why providing a service environment in which guests feel safe and secure is
 critical
4. Discuss how theming the service setting pays off

Mastery Test

Name: CHONA MAE T FLORES ____________________ Score ______________

Course/Year/Section: BSHM 1B_______________________ Date ______________

Test 1. Direction: Multiple Choice. Write your answer on the space provided before the number.

1. Refers to everyone and everything that interfaces with guests.

a. Mood
b. Show
c. Architecture
d. Theming

2. It is one approach toward achieving that goal-meeting guest expectation.

a. Mood
b. Show
c. Architecture
d. Theming

3. The use of _________ to reinforce a theme can be found throughout the world of hospitality, such as Roman
architecture, streets, fountains, statues and facades help complete an image that the hotel is trying to portray.
a. Mood
b. Show
c. Architecture
d. Theming

4. Is a particularly potent environmental factor.

a. Show
b. Music
c. Sound
d. Architecture

5. Is often a important service-setting element

a. Show
b. Music
c. Sound
d. Architecture
6. The guest relied on the hospitality organization to create an ______that is safe and easy to use and
understand.
a. Theme
b. Environment
c. Mood
d. Expectation

7. ______ in the environment- the ergonomic factors such as temperature, humidity air quality, smells, sounds,
physical comfort and light.
a. Use of space
b. Ambient conditions
c. Functional conference
d. Artefacts

8. It refers to how well something with a functional purpose fits into the environment in which it serves its
purpose.
a. Use of space
b. Ambient conditions
c. Functional congruence
d. Artefacts

9. Are physical objects that represent something beyond their functional use
a. Use of space
b. Ambient conditions
c. Functional congruence
d. Artifacts

10. It is what the individual environmental factors add up to for each guest.
a. Environment
b. Servicescape
c. Artifacts
d. Usage of space
Test 2. Answer the following questions based on your own opinion on the space provided below.

1. Why should managers pay attention to the environmental setting in which the guest experience occurs?

ANS: Hotel guest experience and examine its associate with satisfaction ratings
2. Imagine yourself as a first-time visitor to your campus. How hard or how easy would it be to direct yourself to
the location where you are right now?
Ans : ces to shape our journa place for travelling without a destination and allowing experieney.

3. Think about the environmental and “people” factors that make you feel safe and secure in the location where
you live. To what extent are these same factors applicable to hospitality environments?
Ans: for students of color these same symbols were painful reminders of deep racial … the environment can
contribute to the achievement of a sense of safety and security among … location of an institution itself

4. Have you ever been in a hospitality setting in which you did not feel safe and secure? What more could or
should the organization have done to enhance your feelings of safety and security?

Ans: setting may also enhance customers' feelings of comfort, competence, and security. It competent, and feeling
secure are all attainable and mutually reinforcing objectives. Healthcare organizations are learning important strategies
from the hospitality industry that are vital in …
 Enhancement Activities

Name: : CHONA MAE T FLORES ____________________________________ Score

______________
Course/Year/Section: _: BSHM 1B ______________________ Date ______________

Direction: Pick an establishment with a good environment setting and analyse its different elements
(architectural design, lights, sounds, ambiance, signs and symbols etc) and how this create the overall
impact of the theme. Attach pictures and explain each element.

Jollibee is a dominant market leader in the country that enjoys the biggest market share which is more than all the other
multinational brands combined. Jollibee was founded by Tony Tan and his family with its humble beginnings as an Ice
Cream Parlor which later grew into an emerging global brand in 1975.
 Mastery Test

Name: : CHONA MAE T FLORES ____________________________________ Score

______________
Course/Year/Section: _ BSHM 1B ______________________ Date ______________

Direction: Think about the environmental and “people” factors that make you feel safe and secure in
the location where you live.

1. To what extent are these same factors applicable to hospitality environments?

Technology is constantly developing. The hospitality industry is affected by these technological changes. As new
technologies are made available, companies within the industry are forced to adapt to the changes or get left behind.

2. Have you ever been in a hospitality setting in which you did not feel safe and secure? What more could or
should the organization have done to enhance your feelings of safety and security?

Guests need to feel safe and welcome at your establishment. Consider how you can improve hotel rooms to increase
security
 UNIT 4 DEVELOPING THE HOSPITALITY
CULTURE

Learning Outcomes:

This module aims to:

1. Discuss why a hospitality organization’s culture is so important to service success.

2. Understand why the organization’s leaders are so important to defining, developing,
teaching and maintaining its culture.
3. Define essential roles the organization’s beliefs, values and norms play
4. Explain how the organization communicates its culture to its employees- through laws,
language, stories, legends, heroes, symbols and rituals.
5. Discuss how the organization can accomplish the difficult task of changing its culture

Name: : CHONA MAE T FLORES ____________________________________ Score

______________
Course/Year/Section: __ BSHM 1B ______________________ Date ______________

Activity 1: Based on what you have learned about different types of leadership, provide a pros and
cons of each leadership and how it affects the organization.

Leadership styles Pros Cons

It encourages personal Lack of role clarity: In
1. Laissez- Faire
growth. Because leaders some situations, the
are so hands-off in their laissez-faire style leads
approach, employees to poorly defined roles
have a chance to be within the group.
hands-on. Poor involvement with
It encourages the group: Laissez-faire
innovation. The freedom leaders are often seen
given to employees can as uninvolved and
encourage creativity and withdrawn, which can
innovation. lead to a lack of
It allows for faster cohesiveness within the
decision-making group.
 Works well where strong, Ignores or impairs creative
2. Autocratic directive leadership is needed solutions and expertise from
subordinates

All of the members of the team THE TEAM PERFORM WELL

3. Participative feel valued and in control; EVEN WHEN THE LEADER
The team tends to perform better IS ABSENT INCREASED
because the members are more GROUP MORALE
committed to achieving the goals
and objectives of the
organization;

It can effectively It eliminates individuality

4. Transactional
motivate team members from the production
to maximize productivity. process. It limits the
It creates achievable amount of innovation
goals for individuals at that is achievable.
all levels. It creates more
It eliminates confusion followers than leaders.
within the chain of It tends to focus on
command. consequences instead
It allows workers to of rewards.
choose the rewards they It places zero value on
want to achieve. empathy. It places

It is a leadership style Transformational leaders

5. Transformational which engages the full can develop negative
person. outcomes.
Transformational leaders There must be continual
create and manage communication available.
change. It requires constant and
New corporate visions can consistent feedback.
be quickly formulated.  Transformational leaders
need their followers to
agree with them.
 Mastery Test

Course/Year/Section: : CHONA MAE T FLORES _______________________ Date

______________

Name: BSHM 1B ____________________________________ Score ______________

Direction: Recall any organization in which you were heavily involved as a student.

1. How would you describe the culture of that organization?

__This culture consists of shared beliefs and values established by leaders and then communicated and
reinforced through various methods, ultimately shaping employee perceptions, behaviors and
understanding_________________________________________________________________________

2. How does culture relate to managing the guest experience in hospitality organizations?

__  cultures elsewhere, organizational culture develops spontaneously, whether or not it’s nurtured. Since
hospitality staff serve people, your customers get a taste of what your business is really like every time the
two interact.

3. What is the difference between a strong and a weak culture? What can a manager do to create a strong
culture?

A strong culture is difficult to change in an organization and can stifle innovation, because members
of the organization are used to doing their jobs exactly the same way.  Weak cultures can be
advantageous for organizations that benefit from independent thought and innovation by their
members.
4. Why is culture such an important concept to guest service organizations? How does culture influence the
guest experience?
Companies that build a culture where employees feel trusted and empowered to make decisions reap the
benefits when team members take ownership of issues  and work to resolve them in a positive manner. And
when companies reward that behavior, they create a positive cycle that results in a better customer
experience.
 Enhancement Activity

Name: _ CHONA MAE T FLORES ___________________________________ Score

______________
Course/Year/Section: BSHM 1B _______________________ Date _______________

Direction (Case Study). Read the case study provided and answer the following questions:
Doug’s Fried Chicken
Within four years of assuming the presidency, Judy Hart brought the market share of Doug’s Fried Chicken
from 2% to 20%. She was risk-taking, innovative entrepreneur. She increased the chain from 400 outlets to
1743 and rapidly expanded into 27 countries. “I’ve got to be involved in a continual go-go growth cycle.
Because of my successful track record, the franchisees and the board go along with any programs I propose,”
Hart believed. Hart was flamboyant and sensational. She shifted the annual franchisee convention from Des
Moines, Iowa, to New York. She moved headquarters from a converted post office into a new $5.8 million
building. Then, one Friday afternoon, Doug’s board of directors dismissed Hart from the presidency. “Judy,”
said Chairman Doug Jones, “for a while we liked your ‘fullsteam-ahead’ attitude. But you can’t seem to slow
down. You’re trying to change too many things too fast.” The board elevated John Davis, vice president for
finance, to the position of president. Davis was a conservative, accommodating executive who watched
budgets closely and believed in rigorously controlled expansion. He emphasized fiscal responsibility. Davis set
up a centralized purchasing system (which Judy Hart had always opposed). Board Chairman Doug Jones was
pleased; he considered Davis to be “in tune with the mood of the board and the franchisees at this point in
time.” Judy Hart was unemployed over the weekend. Then she was enthusiastically hired by Berger’s Burgers,
a company that had achieved financial stability only in the last couple of years. Now they were in a strong cash
position. “Judy,” said Horace Berger, chairman of the board, “we think we’re ready to take off. We want to triple
the number of Berger’s Burgers outlets within three years. Can you do it?” “Can do, Mr. Berger,” said Judy
happily. “But first we’ve got to refurbish this tacky headquarters building and change the site of the annual
convention. I envision a truly spectacular party for the franchisees in Las Vegas.”

Questions: Separate sheet is provided for your answer

1. How do you explain Judy Hart’s unceremonious dumping from Doug’s and her warm welcome at
Berger’s?
Judy Hart is a good leader risk taker and most importantly she is innovative mind and thoughts. First Judy
brought the doug fried chicken from 2 to 20 percent. She take the business high according to her idea and
strategy but Doug didn't like the commanding attitude

2. Did Doug’s make the right decision? Did Berger?

YES Because of my successful track record, the franchisees and the board go along with any programs I
propose,” Hart believed. Hart was flamboyant and sensational.

Mastery Test

Name: CHONA MAE T FLORES ____________________________________ Score ______________

Course/Year/Section: __ BSHM 1B _____________________ Date ______________

Direction. Read the sentence carefully and choose your answer on the choices inside the box. Write
your answer on the space provided before the number.

Observable artifacts Cultural strength

Subcultures Language
Values Material artefacts and symbols
Market culture Organizational culture
Organizational structure Culture

LANGUAGE 1. This describes what managers are trying to achieve through work and how they think they
should behave.
CULTURAL STRENGHT 2. These refers to the degree that key values are deeply held and widely shared.
OBSERVABLE ARTIFACTS 3. Refers to use of titles, slogans, acronyms, etc
CULTURAL 4. The shared values/beliefs, principles, traditions and practices that influence the way
organizational members act.
MATERIAL ARTIFACTS AND SYMBOLS 5. These are artefacts, objects, logos, physical layout, furnishings,
dress code
ORGANIZATIONAL STRUCTURE 6. This is a formal system of task and reporting relationships that
coordinates and motivates an organizations members so that they can work together to achieve the
organization goals.
SUBCULTURES 7. This is a strong external focus and values stability and control like customer focus, market
share and goal achievement.
VALUES 8. These are cultures that tend to develop in large organizations that reflect common problems or
experiences members face in the same time.
ORGANIZATIONAL CULTURAL 9. These are manifestations of an organization’s culture that employees can
easily see or talk about. They supply the signals that employees interpret to gauge how they should act during
the workday.
MARKET CULTURAL 10. This is a statement of identity that reflects organization’s mission statement, core
values and goals.

Enhancement Activity

Name: _ CHONA MAE T FLORES ___________________________________ Score

______________
Course/Year/Section: _____ BSHM 1B ____________________ Date ______________

Direction. Based on the previous discussion, answer the following questions.

1. Why do culture important in an organization?

______Organizational culture helps improve workflows and guides the decision-making process . It also
helps teams overcome barriers of ambiguity. ... Having a clear culture that unifies employees and promotes
organized work structures helps people work together with
purpose______________________________________________________________________
____________________________________________________________________________
2. If you are a manager of a certain organization, should you take most consideration if company culture,
exists? Why or why not?
successful organization is to have a culture based on a strongly held and widely shared set of beliefs that are
supported by strategy and structure

3. If you are in a top management level, how would you ensure that company culture is being delivered through
lower management level?
_ to successful companies. All have consensus at the top regarding cultural priorities, and those values focus
not on individuals but on the organization and its goals. Leaders in successful companies live their cultures