1. To address the first question of “How would you rate Dinsmore’s hotel? What evidence would you provide to support your positionB?
2. To what extent is Dinsmore’s hotel a quality establishment?
3. What do you think of Dinsmore’s handling of the dispute involving the vacuum cleaners?
4. What would you recommend to Dinsmore about the manager of the restaurant?
5. If you were hired as a consultant by the owners of this hotel, what would you do? Why?
This case typically works well with students. It teaches TQM at multiple levels and it does so in a setting with which most students are familiar – the hotel.