Question 1

The steps in a service process where the customer performs steps independently of the service provider is called ________.

Accepted Answer

self-servi

Question 2

In a service operation,the higher the level of customer interaction

Accepted Answer

A) the lower the process efficiency. 
B) the higher the process efficiency. 
C) the higher the resource utilization. 
D) the lower the idle time. 
A) the lower the process efficiency. 
B) the higher the process efficiency. 
C) the higher the resource utilization. 
D) the lower the idle time.

Question 3

Unused capacity (at times of low demand)that is lost forever,and cannot be used to meet later demand is called ________.

Accepted Answer

time-peris

Question 4

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

Accepted Answer

A) They are less flexible. 
B) They represent fixed costs. 
C) They are more flexible. 
D) Both A and B above 
E) Both B and C above 
A) They are less flexible. 
B) They represent fixed costs. 
C) They are more flexible. 
D) Both A and B above 
E) Both B and C above

Question 5

________ means the production of services occurs at roughly the same time as customer demand.

Accepted Answer

The answer of ________ means the production of services occurs...

Question 6

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 optimal number of customers the bank should aim to serve during the lunch hour?

Accepted Answer

A) 23 
B) 24 
C) 30 
D) 33 
A) 23 
B) 24 
C) 30 
D) 33

Question 7

________ is the term used to describe customer participation in the service delivery process.

Accepted Answer

The answer of ________ is the term used to describe...

Question 8

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

Accepted Answer

A) Sell facilities 
B) Lease more space 
C) Reduce service offerings 
D) Work overtime 
A) Sell facilities 
B) Lease more space 
C) Reduce service offerings 
D) Work overtime

Question 9

Service businesses that help other businesses meet the needs of their customers are known as ________ services.

Accepted Answer

business-t

Question 10

A tool that managers can use when designing service delivery systems is a

Accepted Answer

A) value stream map. 
B) swim lane map. 
C) process chain network diagram. 
D) Pareto scatter diagram. 
A) value stream map. 
B) swim lane map. 
C) process chain network diagram. 
D) Pareto scatter diagram.

Question 11

A tool which looks like a flowchart that managers use when designing service delivery systems is a ________.

Accepted Answer

process ch

Question 12

Service steps considered back office are performed outside of the view of the customer.

Accepted Answer

A) True 
 B)False

Question 13

________ is the degree of customer involvement in the delivery of a service.

Accepted Answer

Customer i

Question 14

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

Accepted Answer

The answer of Service steps performed outside of the view...

Question 15

A process chain network (PCN)diagram is a statistical tool to track the productivity of a process.

Accepted Answer

A) True 
 B)False

Question 16

In a service operation,processes that are buffered from the customer are typically performed

Accepted Answer

A) online. 
B) in the back office. 
C) in the front office. 
D) in the region of direct interaction. 
A) online. 
B) in the back office. 
C) in the front office. 
D) in the region of direct interaction.

Question 17

In a Process Chain Network (PCN)diagram,the highest degree of process control for the service provider 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 18

In a service operation,products,technology,and other outputs and inputs are known as

Accepted Answer

A) tangibles. 
B) intangibles. 
C) knowledge. 
D) routines. 
A) tangibles. 
B) intangibles. 
C) knowledge. 
D) routines.

Question 19

How many teller windows should the bank have open?

Accepted Answer

A) 1 
B) 2 
C) 3 
D) 4 
A) 1 
B) 2 
C) 3 
D) 4

Question 20

A process to rectify service failures is called

Accepted Answer

A) failsafing. 
B) service recovery. 
C) poka yoke. 
D) DMAIC process. 
A) failsafing. 
B) service recovery. 
C) poka yoke. 
D) DMAIC process.

The steps in a service process where the customer performs steps independently of the service provider is called ________.

In a service operation,the higher the level of customer interaction

Unused capacity (at times of low demand)that is lost forever,and cannot be used to meet later demand is called ________.

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

________ means the production of services occurs at roughly the same time as customer demand.

________ is the term used to describe customer participation in the service delivery process.

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

Service businesses that help other businesses meet the needs of their customers are known as ________ services.

A tool that managers can use when designing service delivery systems is a

A tool which looks like a flowchart that managers use when designing service delivery systems is a ________.

Service steps considered back office are performed outside of the view of the customer.

________ is the degree of customer involvement in the delivery of a service.

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

A process chain network (PCN)diagram is a statistical tool to track the productivity of a process.

In a service operation,processes that are buffered from the customer are typically performed

In a Process Chain Network (PCN)diagram,the highest degree of process control for the service provider is in the region of

In a service operation,products,technology,and other outputs and inputs are known as

How many teller windows should the bank have open?

A process 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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Exam 4: Service Design

The steps in a service process where the customer performs steps independently of the service provider is called ________.

In a service operation,the higher the level of customer interaction

Unused capacity (at times of low demand)that is lost forever,and cannot be used to meet later demand is called ________.

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

________ means the production of services occurs at roughly the same time as customer demand.

________ is the term used to describe customer participation in the service delivery process.

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

Service businesses that help other businesses meet the needs of their customers are known as ________ services.

A tool that managers can use when designing service delivery systems is a

A tool which looks like a flowchart that managers use when designing service delivery systems is a ________.

Service steps considered back office are performed outside of the view of the customer.

________ is the degree of customer involvement in the delivery of a service.

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

A process chain network (PCN)diagram is a statistical tool to track the productivity of a process.

In a service operation,processes that are buffered from the customer are typically performed

In a Process Chain Network (PCN)diagram,the highest degree of process control for the service provider is in the region of

In a service operation,products,technology,and other outputs and inputs are known as

How many teller windows should the bank have open?

A process 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