Question 1

Which company is mentioned in the text as a pioneering of the production line approach to delivering on- site service?

Accepted Answer

A) Ritz-Carlton Hotel Company 
B) McDonald's Corporation 
C) Prudential Insurance Company 
D) Southwest Airlines 
E) Citibank 
A) Ritz-Carlton Hotel Company 
B) McDonald's Corporation 
C) Prudential Insurance Company 
D) Southwest Airlines 
E) Citibank

Question 2

Poka-Yoke is roughly translated from Japanese as "Quality Management."

Accepted Answer

A) True 
 B)False

Question 3

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A) Creation of the service 
B) Customer contact 
C) Intermittent production 
D) Continuous production 
E) None of the above 
A) Creation of the service 
B) Customer contact 
C) Intermittent production 
D) Continuous production 
E) None of the above

Question 4

What are the psychological benefits that the customer may sense only vaguely called?

Accepted Answer

The answer of What are the psychological benefits that the...

Question 5

Which of the following is a characteristic of a well-designed service system?

Accepted Answer

A) Provides a unconditional service guarantee 
B) Each element of service system is consistent with the operating focus of the firm 
C) The front end of the service encounter is equal to the back end 
D) It segments the pleasure for the customer 
E) It lets the customer control the process 
A) Provides a unconditional service guarantee 
B) Each element of service system is consistent with the operating focus of the firm 
C) The front end of the service encounter is equal to the back end 
D) It segments the pleasure for the customer 
E) It lets the customer control the process

Question 6

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A) Services cannot be inventoried 
B) Services are all similar 
C) Quality work means quality service 
D) Services businesses are inherently entrepreneurial 
E) Even service businesses have internal services 
A) Services cannot be inventoried 
B) Services are all similar 
C) Quality work means quality service 
D) Services businesses are inherently entrepreneurial 
E) Even service businesses have internal services

Question 8

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A) Task 
B) Time 
C) Teamwork 
D) Trust 
E) Talent 
A) Task 
B) Time 
C) Teamwork 
D) Trust 
E) Talent

Question 9

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 10

The work process involved in providing the service must involve the physical presence of the customer in the system.

Accepted Answer

A) True 
 B)False

Question 11

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Accepted Answer

A) The process and product must be developed at the same time. 
B) Many service organizations can change their service offerings virtually overnight. 
C)  Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. 
D) The service package, rather than a definable good, is the output of the development process. 
E) Service operations can be protected by patents, manufacturing operations cannot. 
A) The process and product must be developed at the same time. 
B) Many service organizations can change their service offerings virtually overnight. 
C)  Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. 
D) The service package, rather than a definable good, is the output of the development process. 
E) Service operations can be protected by patents, manufacturing operations cannot.

Question 12

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

Accepted Answer

A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of the above 
A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of the above

Question 13

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Accepted Answer

A) The service process and service product can be developed independently 
B) The service package has the same legal protection available to manufactured goods 
C) The service package is the major output of the development process 
D) Manufacturing is far more capital intensive than services 
E) Capacity decisions are much more critical in manufacturing operations 
A) The service process and service product can be developed independently 
B) The service package has the same legal protection available to manufactured goods 
C) The service package is the major output of the development process 
D) Manufacturing is far more capital intensive than services 
E) Capacity decisions are much more critical in manufacturing operations

Question 14

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False

Question 15

Services often take the form of repeated encounters involving face-to-face interactions.

Accepted Answer

A) True 
 B)False

Question 16

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

A) High sales opportunity 
B) High degree of customer/server contact 
C) Low production efficiency 
D) High production efficiency 
E) None of the above 
A) High sales opportunity 
B) High degree of customer/server contact 
C) Low production efficiency 
D) High production efficiency 
E) None of the above

Question 17

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Accepted Answer

A) True 
 B)False

Question 18

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time 
A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time

Question 19

In a service operation, what are the materials purchased or consumed by the buyer called?

Accepted Answer

The answer of In a service operation, what are the...

Question 20

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Accepted Answer

A) Production line approach 
B) Personal attention approach 
C) Quality approach 
D) Do-it-yourself approach 
E) Self-service approach 
A) Production line approach 
B) Personal attention approach 
C) Quality approach 
D) Do-it-yourself approach 
E) Self-service approach

Which company is mentioned in the text as a pioneering of the production line approach to delivering on- site service?

Poka-Yoke is roughly translated from Japanese as "Quality Management."

Which of the following refers to the physical presence of the customer in a service system?

What are the psychological benefits that the customer may sense only vaguely called?

Which of the following is a characteristic of a well-designed service system?

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Which of the following is a characteristic that can be used to guide the design of service systems?

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

The work process involved in providing the service must involve the physical presence of the customer in the system.

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Service strategy begins by integrating operations and strategy.

Services often take the form of repeated encounters involving face-to-face interactions.

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

In a service operation, what are the materials purchased or consumed by the buyer called?

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Operations and Supply Chain Management

Strategy and Sustainability

Product and Service Design

Strategic Capacity Management

Process Analysis

Production Processes

Health Care Processes

Six-Sigma Quality

Projects

Global Sourcing and Procurement

Location, Logistics and Distribution

Lean and Sustainable Supply Chains

Enterprise Resource Planning Systems

Demand Management and Forecasting

Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Filters

Exam 7: Service Processes

Which company is mentioned in the text as a pioneering of the production line approach to delivering on- site service?

Poka-Yoke is roughly translated from Japanese as "Quality Management."

Which of the following refers to the physical presence of the customer in a service system?

What are the psychological benefits that the customer may sense only vaguely called?

Which of the following is a characteristic of a well-designed service system?

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Which of the following is a characteristic that can be used to guide the design of service systems?

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

The work process involved in providing the service must involve the physical presence of the customer in the system.

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Service strategy begins by integrating operations and strategy.

Services often take the form of repeated encounters involving face-to-face interactions.

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

In a service operation, what are the materials purchased or consumed by the buyer called?

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Operations and Supply Chain Management

Strategy and Sustainability

Product and Service Design

Strategic Capacity Management

Process Analysis

Production Processes

Health Care Processes

Six-Sigma Quality

Projects

Global Sourcing and Procurement

Location, Logistics and Distribution

Lean and Sustainable Supply Chains

Enterprise Resource Planning Systems

Demand Management and Forecasting

Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Filters