Question 1

The output of service operations are always only intangible products.

Accepted Answer

A) True 
 B)False

Question 2

Service steps performed in direct view of the customer are performed in the ________.

Accepted Answer

The answer of Service steps performed in direct view of...

Question 3

Because of simultaneity,service production usually cannot be ________.

Accepted Answer

The answer of Because of simultaneity,service production usually cannot be...

Question 4

Customer participation in the service delivery process is known as

Accepted Answer

A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing. 
A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing.

Question 5

Products,technology,and other outputs and inputs associated with services are ________.

Accepted Answer

The answer of Products,technology,and other outputs and inputs associated with...

Question 6

The process of determining the productive capability needed in a service firm is called ________.

Accepted Answer

service ca

Question 7

Use the information below to answer the following question(s).
A steady stream of eager fresh-faced students waits in line to register for classes before the start of fall semester classes.Students arrive at the rate of 10 per hour and it takes the single clerk on duty an average of 3 minutes to check their student status,and register them for classes.The service time is exponentially distributed.
-What is the average time (measured in minutes)that students have to wait in line?

Accepted Answer

A) 1 
B) 3 
C) 5 
D) 10 
A) 1 
B) 3 
C) 5 
D) 10

Question 8

Service demand is always constant but uncertain.

Accepted Answer

A) True 
 B)False

Question 9

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is 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 10

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?

Accepted Answer

A) Inventory 
B) Tangible inputs 
C) Marginal cost 
D) Routines 
A) Inventory 
B) Tangible inputs 
C) Marginal cost 
D) Routines

Question 11

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called a ________.

Accepted Answer

The answer of The optimal capacity level in newsvendor analysis...

Question 12

Service demand is typically

Accepted Answer

A) variable and uncertain. 
B) fixed and uncertain. 
C) variable and known. 
D) fixed and known. 
A) variable and uncertain. 
B) fixed and uncertain. 
C) variable and known. 
D) fixed and known.

Question 13

Some service offerings have no interaction between the service provider and customers.

Accepted Answer

A) True 
 B)False

Question 14

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

Accepted Answer

A) True 
 B)False

Question 15

The person providing service in a queuing system is called ________.

Accepted Answer

server/ser

Question 16

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

Accepted Answer

A) True 
 B)False

Question 17

Another name for a waiting line is a ________.

Accepted Answer

The answer of Another name for a waiting line is...

Question 18

FedEx equipping employees with portable terminals that check the accuracy of postal codes listed on the package address when mailing is an example of

Accepted Answer

A) quality at source. 
B) kanban. 
C) poka yoke. 
D) JIT. 
A) quality at source. 
B) kanban. 
C) poka yoke. 
D) JIT.

Question 19

In universities,more courses are being added online and in massive open online courses (MOOCs)is an example of

Accepted Answer

A) increasing service interactions 
B) deservitization 
C) poka yoke 
D) process chain network design 
A) increasing service interactions 
B) deservitization 
C) poka yoke 
D) process chain network design

Question 20

In a Process Chain Network (PCN)diagram,process efficiency is lowest 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

The output of service operations are always only intangible products.

Service steps performed in direct view of the customer are performed in the ________.

Because of simultaneity,service production usually cannot be ________.

Customer participation in the service delivery process is known as

Products,technology,and other outputs and inputs associated with services are ________.

The process of determining the productive capability needed in a service firm is called ________.

Service demand is always constant but uncertain.

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called a ________.

Service demand is typically

Some service offerings have no interaction between the service provider and customers.

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

The person providing service in a queuing system is called ________.

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

Another name for a waiting line is a ________.

FedEx equipping employees with portable terminals that check the accuracy of postal codes listed on the package address when mailing is an example of

In universities,more courses are being added online and in massive open online courses (MOOCs)is an example of

In a Process Chain Network (PCN)diagram,process efficiency is lowest in the region of

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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Exam 4: Service Design

The output of service operations are always only intangible products.

Service steps performed in direct view of the customer are performed in the ________.

Because of simultaneity,service production usually cannot be ________.

Customer participation in the service delivery process is known as

Products,technology,and other outputs and inputs associated with services are ________.

The process of determining the productive capability needed in a service firm is called ________.

Service demand is always constant but uncertain.

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called a ________.

Service demand is typically

Some service offerings have no interaction between the service provider and customers.

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

The person providing service in a queuing system is called ________.

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

Another name for a waiting line is a ________.

FedEx equipping employees with portable terminals that check the accuracy of postal codes listed on the package address when mailing is an example of

In universities,more courses are being added online and in massive open online courses (MOOCs)is an example of

In a Process Chain Network (PCN)diagram,process efficiency is lowest in the region of

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