Question 1

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following approaches to service design involves the customer to the greatest extent in providing a service (in effect making them "a partial employee")?

Accepted Answer

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

Question 3

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  False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

A supporting facility is the same thing as a facilitating good.

Accepted Answer

A) True 
 B)False

Question 6

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 7

When recovering from a defective service encounter, a botched task calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 8

When recovering from a defective service encounter, a botched task calls for an apology.

Accepted Answer

A) True 
 B)False

Question 9

An important aspect of service products is that they cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 10

All services have the customer in the production schedule and so the customer must be accommodated.

Accepted Answer

A) True 
 B)False

Question 11

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 12

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

Accepted Answer

A) True 
 B)False

Question 13

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

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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 16

All services need to be located near the customer.

Accepted Answer

A) True 
 B)False

Question 17

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Accepted Answer

A) True 
 B)False

Question 18

Examples of this include an Internet website, a golf course, a ski lift, an airline, and an auto repair facility.

Accepted Answer

A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services 
A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services

Question 19

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

A) True 
 B)False

Question 20

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

The "service blueprint" is a classification of services.

Which of the following approaches to service design involves the customer to the greatest extent in providing a service (in effect making them "a partial employee")?

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

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

A supporting facility is the same thing as a facilitating good.

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

When recovering from a defective service encounter, a botched task calls for material compensation.

When recovering from a defective service encounter, a botched task calls for an apology.

An important aspect of service products is that they cannot be inventoried.

All services have the customer in the production schedule and so the customer must be accommodated.

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?

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

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

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

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.

All services need to be located near the customer.

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Examples of this include an Internet website, a golf course, a ski lift, an airline, and an auto repair facility.

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Marketing is responsible for fulfilling the service guarantee.

Introduction

Strategy

Design of Products and Services

Projects

Strategic Capacity Management

Learning Curves

Manufacturing Processes

Facility Layout

Waiting Line Analysis and Simulation

Process Design and Analysis

Six Sigma Quality

Statistical Quality Control

Lean Supply Chains

Logistics, Distribution, and Transportation

Global Sourcing and Procurement

The Internet of Things and Erp

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Filters