Question 1

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

Accepted Answer

A) True 
 B)False

Question 2

When recovering from a defective service encounter a poor treatment from a server calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 3

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 4

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

Accepted Answer

A) True 
 B)False

Question 5

An implicit service implies psychological benefits that the customer may sense only vaguely.

Accepted Answer

A) True 
 B)False

Question 6

It is not necessary that a well-designed service system be robust.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is not a strategic use of the service-system design matrix?

Accepted Answer

A) Enabling systematic integration of operations and marketing strategy 
B) Design of the service package 
C) Comparing how other firms deliver specific services 
D) Indicating evolutionary or life cycle changes that might be in order as the firm grows 
E) Clarifying exactly which combination of service delivery the firm is in fact providing 
A) Enabling systematic integration of operations and marketing strategy 
B) Design of the service package 
C) Comparing how other firms deliver specific services 
D) Indicating evolutionary or life cycle changes that might be in order as the firm grows 
E) Clarifying exactly which combination of service delivery the firm is in fact providing

Question 8

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Accepted Answer

A) True 
 B)False

Question 9

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Accepted Answer

A) True 
 B)False

Question 10

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Accepted Answer

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

Question 11

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Accepted Answer

A) Mail contact 
B) Warranty 
C) Sales call 
D) Field service 
E) None of the above 
A) Mail contact 
B) Warranty 
C) Sales call 
D) Field service 
E) None of the above

Question 13

Which of the following is not part of "the service triangle"?

Accepted Answer

A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter 
A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter

Question 14

Which of the following is not an element of a good service guarantee?

Accepted Answer

A) Unconditional (no small print) 
B) The customer controls the process 
C) Easy to understand 
D) Easy to communicate 
E) Meaningful to the customer 
A) Unconditional (no small print) 
B) The customer controls the process 
C) Easy to understand 
D) Easy to communicate 
E) Meaningful to the customer

Question 15

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?"

Accepted Answer

Low produc

Question 16

Which of the following is not a characteristic of a well-designed service system?

Accepted Answer

A) Robust 
B) Cost-effective 
C) Puts customers in charge 
D) User-friendly 
E) Effectively links "front office" with "back office" 
A) Robust 
B) Cost-effective 
C) Puts customers in charge 
D) User-friendly 
E) Effectively links "front office" with "back office"

Question 17

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Accepted Answer

A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter 
A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter

Question 18

In the service-system design matrix, a face-to-face loose specs 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 19

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

A) True 
 B)False

Question 20

One characteristic of a well-designed service system is that it is cost-effective.

Accepted Answer

A) True 
 B)False

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

When recovering from a defective service encounter a poor treatment from a server calls for material compensation.

Customer contact refers to creation of the service.

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

An implicit service implies psychological benefits that the customer may sense only vaguely.

It is not necessary that a well-designed service system be robust.

Which of the following is not a strategic use of the service-system design matrix?

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Which of the following is not part of "the service triangle"?

Which of the following is not an element of a good service guarantee?

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?"

Which of the following is not a characteristic of a well-designed service system?

Which of the following is an alternative possible service encounter included in the service-system design matrix?

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

Marketing is responsible for fulfilling the service guarantee.

One characteristic of a well-designed service system is that it is cost-effective.

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

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes."

When recovering from a defective service encounter a poor treatment from a server calls for material compensation.

Customer contact refers to creation of the service.

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

An implicit service implies psychological benefits that the customer may sense only vaguely.

It is not necessary that a well-designed service system be robust.

Which of the following is not a strategic use of the service-system design matrix?

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Which of the following is not part of "the service triangle"?

Which of the following is not an element of a good service guarantee?

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs?"

Which of the following is not a characteristic of a well-designed service system?

Which of the following is an alternative possible service encounter included in the service-system design matrix?

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

Marketing is responsible for fulfilling the service guarantee.

One characteristic of a well-designed service system is that it is cost-effective.

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