Question 1

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

Accepted Answer

business-to-business (B2B)

Question 2

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

Accepted Answer

A) True 
 B)False  False

Question 3

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

Accepted Answer

A) demand forecasting. 
B) queuing theory. 
C) newsvendor analysis. 
D) statistical capacity planning. 
A) demand forecasting. 
B) queuing theory. 
C) newsvendor analysis. 
D) statistical capacity planning. C

Question 4

Products,technology,and other outputs and inputs associated with services are ________.

Accepted Answer

The answer of Products,technology,and other outputs and inputs associated with...

Question 5

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs 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 6

Which of the following is not a component of a service provider's capacity?

Accepted Answer

A) Physical facilities 
B) Customer demand 
C) Equipment 
D) Personnel 
A) Physical facilities 
B) Customer demand 
C) Equipment 
D) Personnel

Question 7

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 8

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

Accepted Answer

A) True 
 B)False

Question 9

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 capacity workforce cost of serving each customer?

Accepted Answer

A) $5 
B) $20 
C) $1.67 
D) $4.33 
A) $5 
B) $20 
C) $1.67 
D) $4.33

Question 10

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

Accepted Answer

A) True 
 B)False

Question 11

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 12

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

Accepted Answer

A) True 
 B)False

Question 13

________ is a method for determining who goes next in a waiting line.

Accepted Answer

The answer of ________ is a method for determining who...

Question 14

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 15

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the customer.

Accepted Answer

A) True 
 B)False

Question 16

In a Process Chain Network (PCN)diagram,process efficiency is lowest 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 17

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

Accepted Answer

A) True 
 B)False

Question 18

In a Process Chain Network (PCN)diagram,for a restaurant service provider,the act of actually serving the customer occurs 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 19

What is the value of the critical fractile?

Accepted Answer

A) 0)4 
B) 0)48 
C) 0)54 
D) 0)65 
A) 0)4 
B) 0)48 
C) 0)54 
D) 0)65

Question 20

The output of service operations are always only intangible products.

Accepted Answer

A) True 
 B)False

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

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

Products,technology,and other outputs and inputs associated with services are ________.

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

Which of the following is not a component of a service provider's capacity?

How many teller windows should the bank have open?

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

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

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

________ is a method for determining who goes next in a waiting line.

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

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the customer.

In a Process Chain Network (PCN)diagram,process efficiency is lowest in the region of

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

In a Process Chain Network (PCN)diagram,for a restaurant service provider,the act of actually serving the customer occurs is in the region of

What is the value of the critical fractile?

The output of service operations are always only intangible products.

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

Lean and Six Sigma Management and Leading Change

Filters

Exam 4: Service Design

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

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

Products,technology,and other outputs and inputs associated with services are ________.

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

Which of the following is not a component of a service provider's capacity?

How many teller windows should the bank have open?

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

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

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

________ is a method for determining who goes next in a waiting line.

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

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the customer.

In a Process Chain Network (PCN)diagram,process efficiency is lowest in the region of

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

In a Process Chain Network (PCN)diagram,for a restaurant service provider,the act of actually serving the customer occurs is in the region of

What is the value of the critical fractile?

The output of service operations are always only intangible products.

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

Lean and Six Sigma Management and Leading Change

Filters