Question 1

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 2

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 3

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A)  It is user-friendly. 
B)  It is cost-effective. 
C)  It provides effective links between the back office and the front office. 
D)  It is structured to have consistency between organization and department. 
E)  Each element of the service system is consistent with the operating focus of the firm. 
A)  It is user-friendly. 
B)  It is cost-effective. 
C)  It provides effective links between the back office and the front office. 
D)  It is structured to have consistency between organization and department. 
E)  Each element of the service system is consistent with the operating focus of the firm.

Question 5

In services, the product is developed first and then the process to produce the service is developed.

Accepted Answer

A) True 
 B)False

Question 6

Poka-yoke is roughly translated from Japanese as "quality management."

Accepted Answer

A) True 
 B)False

Question 7

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 8

Every service has a service package, which is defined as a bundle of goods and services that is provided in some environment. This bundle consists of five features. Which of the following is not one of those features?

Accepted Answer

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

Question 9

Implicit services are not part of the service package.

Accepted Answer

A) True 
 B)False

Question 10

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 11

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 these choices are correct. 
A)  Creation of the service 
B)  Customer contact 
C)  Intermittent production 
D)  Continuous production 
E)  None of these choices are correct.

Question 12

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 13

Examples of this include detailed descriptions of the items offered, tee-off times, weather reports, medical records, seat preferences, and item availability.

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 14

In designing service systems, as you go from mail contact to phone contact to face-to-face total customization, which of the following is most appropriate?

Accepted Answer

A)  Sales opportunity decreases while degree of customer/server contact increases. 
B)  Sales opportunity decreases while degree of customer/server contact decreases. 
C)  Sales opportunity increases while degree of customer/server contact decreases. 
D)  Sales opportunity increases while degree of customer/server contact increases. 
E)  None of these choices are correct. 
A)  Sales opportunity decreases while degree of customer/server contact increases. 
B)  Sales opportunity decreases while degree of customer/server contact decreases. 
C)  Sales opportunity increases while degree of customer/server contact decreases. 
D)  Sales opportunity increases while degree of customer/server contact increases. 
E)  None of these choices are correct.

Question 15

Examples of this include the status of a degree from an Ivy League school, the privacy of a loan office, and worry-free auto repair.

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 16

Which of the following is considered a high-contact service operation?

Accepted Answer

A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair 
A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair

Question 17

The service triangle is completely made up of the service strategy, support system, and the customer.

Accepted Answer

A) True 
 B)False

Question 18

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

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

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

It is difficult to separate the operations management functions from marketing in services.

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

In services, the product is developed first and then the process to produce the service is developed.

Poka-yoke is roughly translated from Japanese as "quality management."

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

Every service has a service package, which is defined as a bundle of goods and services that is provided in some environment. This bundle consists of five features. Which of the following is not one of those features?

Implicit services are not part of the service package.

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?

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

The service-system design matrix identifies six forms of service encounters.

Examples of this include detailed descriptions of the items offered, tee-off times, weather reports, medical records, seat preferences, and item availability.

In designing service systems, as you go from mail contact to phone contact to face-to-face total customization, which of the following is most appropriate?

Examples of this include the status of a degree from an Ivy League school, the privacy of a loan office, and worry-free auto repair.

Which of the following is considered a high-contact service operation?

The service triangle is completely made up of the service strategy, support system, and the customer.

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

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

The service-system design matrix identifies five alternative forms of service encounters.

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

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