JW Marriott Interview Questions and Answers

Problem solving involves identifying the problem, gathering information, generating solutions, evaluating options, and implementing the best solution.

• Identify the problem and define it clearly

• Gather information and data related to the problem

• Generate possible solutions and alternatives

• Evaluate the options and choose the best solution

• Implement the solution and monitor the results

• Reflect on the process and learn from it

I handle customer complaints by actively listening, empathizing, and finding a solution that meets their needs.

• Listen actively to the customer's complaint and let them express their concerns fully.

• Empathize with the customer and acknowledge their frustration or disappointment.

• Find a solution that meets the customer's needs and resolves the issue as quickly as possible.

• Follow up with the customer to ensure their satisfaction and prevent similar issues in the future.

• Train and e...read more

Process capability is the ability of a process to produce output within the specification limits.

• Process capability is a statistical measure that compares the variability of a process output to the specification limits.

• It helps to determine if a process is capable of producing products that meet customer requirements.

• Process capability is usually measured using indices such as Cp, Cpk, Pp, and Ppk.

• A process with a high capability index is considered to be more capable than a ...read more

I listen to their complaint, empathize with them, offer a solution and follow up to ensure their satisfaction.

• Listen attentively to the customer's complaint

• Empathize with the customer and acknowledge their frustration

• Offer a solution that addresses their concern

• Follow up with the customer to ensure their satisfaction

• Document the complaint and the resolution for future reference

Poka yoke is a Japanese term for mistake-proofing. It is a technique used to prevent errors in a process.

• Poka yoke involves designing a process or product in a way that prevents mistakes from occurring.

• Examples of poka yoke include using color-coding to differentiate between similar parts, using sensors to detect errors, and designing products with only one way to assemble them.

• Poka yoke can improve efficiency, reduce waste, and increase customer satisfaction by ensuring that...read more