Question 1

In a service operation,if the process requires large amounts of customization,the process step should be closer to the

Accepted Answer

A) service provider. 
B) supplier. 
C) customer. 
D) None of the above 
A) service provider. 
B) supplier. 
C) customer. 
D) None of the above

Question 2

What is the role of the customer in service operations?

Accepted Answer

A) They are responsible for majority of fixed costs. 
B) They are a supplier of process inputs. 
C) They provide constant returns to scale. 
D) They facilitate collaboration between suppliers. 
A) They are responsible for majority of fixed costs. 
B) They are a supplier of process inputs. 
C) They provide constant returns to scale. 
D) They facilitate collaboration between suppliers.

Question 3

Use the information below to answer the following question(s).
A bank is opening a new location in a business district.They have to determine how many teller windows to have open during the busy lunchtime hour.The demand during this hour is forecast to be normally distributed with a mean of 23 customers and a standard deviation of 10 customers.The average business revenue generated from each customer is $25 and each customer takes an average of 5 minutes to be served.Tellers are paid an hourly wage of $20.
-What is the value of the critical fractile?

Accepted Answer

A) 0.4 
B) 0.48 
C) 0.54 
D) 0.65 
A) 0.4 
B) 0.48 
C) 0.54 
D) 0.65

Question 4

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

Accepted Answer

A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) None of the above 
A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) None of the above

Question 5

Which of the following is not a component of a service provider's capacity?

Accepted Answer

A) Physical facilities 
B) Customer demand 
C) Equipment 
D) Personnel 
A) Physical facilities 
B) Customer demand 
C) Equipment 
D) Personnel

Question 6

Critical fractile is the threshold at which the element of service design moves from independent processing to direct interaction.

Accepted Answer

A) True 
 B)False

Question 7

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

Accepted Answer

A) True 
 B)False

Question 8

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

Accepted Answer

A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) None of the above 
A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) None of the above

Question 9

In service operations,service production typically happens

Accepted Answer

A) in anticipation of demand. 
B) well before demand. 
C) after realization of demand. 
D) before receipt of supplies. 
A) in anticipation of demand. 
B) well before demand. 
C) after realization of demand. 
D) before receipt of supplies.

Question 10

________ is used to determine how a waiting line is organized for a given phase of a system.

Accepted Answer

The answer of ________ is used to determine how a...

Question 11

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

Accepted Answer

A) True 
 B)False

Question 12

When customers perform steps in the service operation independently,it is called do-it-yourself (DIY).

Accepted Answer

A) True 
 B)False

Question 13

What is the nature of customer waiting costs to a service provider?

Accepted Answer

A) It is a direct cost. 
B) It is an indirect cost. 
C) It is a fixed cost. 
D) It is a facility cost. 
A) It is a direct cost. 
B) It is an indirect cost. 
C) It is a fixed cost. 
D) It is a facility cost.

Question 14

Deservitization is the reduction of face-to-face customer contact in service design.

Accepted Answer

A) True 
 B)False

Question 15

Which is a short-term capacity management option in service operations?

Accepted Answer

A) Add more space 
B) Reduce service offerings 
C) Lay off employees 
D) Close unprofitable sites 
A) Add more space 
B) Reduce service offerings 
C) Lay off employees 
D) Close unprofitable sites

Question 16

Which is a short-term capacity management option in service operations?

Accepted Answer

A) Sell facilities 
B) Lay off employees 
C) Build new facilities 
D) Lease more space 
A) Sell facilities 
B) Lay off employees 
C) Build new facilities 
D) Lease more space

Question 17

In service operations,what must managers do to meet fluctuations in demand?

Accepted Answer

A) Build inventory 
B) Make product before realization of demand 
C) Rely on extra capacity 
D) Have 100% resource utilization 
A) Build inventory 
B) Make product before realization of demand 
C) Rely on extra capacity 
D) Have 100% resource utilization

Question 18

The more the service provider allows customers to influence or control the process,the greater the potential for customization.

Accepted Answer

A) True 
 B)False

Question 19

Some academicians state that services involve only intangible products/elements.Do you agree with this statement? Why or why not?

Accepted Answer

Services refers to what we would more pr

Question 20

The process used to rectify service failures is called ________.

Accepted Answer

The answer of The process used to rectify service failures...

In a service operation,if the process requires large amounts of customization,the process step should be closer to the

What is the role of the customer in service operations?

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

Which of the following is not a component of a service provider's capacity?

Critical fractile is the threshold at which the element of service design moves from independent processing to direct interaction.

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

In service operations,service production typically happens

________ is used to determine how a waiting line is organized for a given phase of a system.

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

When customers perform steps in the service operation independently,it is called do-it-yourself (DIY).

What is the nature of customer waiting costs to a service provider?

Deservitization is the reduction of face-to-face customer contact in service design.

Which is a short-term capacity management option in service operations?

Which is a short-term capacity management option in service operations?

In service operations,what must managers do to meet fluctuations in demand?

The more the service provider allows customers to influence or control the process,the greater the potential for customization.

Some academicians state that services involve only intangible products/elements.Do you agree with this statement? Why or why not?

The process used to rectify service failures is called ________.

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

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Filters

Exam 4: Service Design

In a service operation,if the process requires large amounts of customization,the process step should be closer to the

What is the role of the customer in service operations?

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

Which of the following is not a component of a service provider's capacity?

Critical fractile is the threshold at which the element of service design moves from independent processing to direct interaction.

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

In service operations,service production typically happens

________ is used to determine how a waiting line is organized for a given phase of a system.

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

When customers perform steps in the service operation independently,it is called do-it-yourself (DIY).

What is the nature of customer waiting costs to a service provider?

Deservitization is the reduction of face-to-face customer contact in service design.

Which is a short-term capacity management option in service operations?

Which is a short-term capacity management option in service operations?

In service operations,what must managers do to meet fluctuations in demand?

The more the service provider allows customers to influence or control the process,the greater the potential for customization.

Some academicians state that services involve only intangible products/elements.Do you agree with this statement? Why or why not?

The process used to rectify service failures is called ________.

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

New Section

Filters