Question 1

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False  False

Question 2

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" C

Question 3

Describe the role of service guarantees from the marketing and the operations perspective.

Accepted Answer

Service guarantees are discussed on pages 233-234 of the text.Briefly, the marketing perspective is that a service guarantee is an aid to get customers to try the service.To the extent that the guarantee is something that competitors do not offer, it can be a differentiating factor; however, the differentiation may be ethereal because a service guarantee may also be fairly easily copied by a competitor.From an operational perspective, the service guarantee can be an improvement tool and a key point of emphasis at the design stage that focuses on those things that must be done exceptionally well to deliver on the guarantee and satisfy the customer.

Question 4

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 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Question 9

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

Accepted Answer

facilitating goods
Explanation

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

An explicit service is readily observable by the senses.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

Accepted Answer

A) True 
 B)False

Question 14

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 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

What are the physical resources that must be in place before a service can be offered called? ______________________________

Accepted Answer

the supporting facility
Explan

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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 19

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

Service strategy begins by integrating operations and strategy.

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

Describe the role of service guarantees from the marketing and the operations perspective.

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

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

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

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

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

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

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

An explicit service is readily observable by the senses.

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

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

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

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.

What are the physical resources that must be in place before a service can be offered called? ______________________________

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

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

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

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

Introduction

Strategy

Design of Products and Services

Project Management

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

Enterprise Resource Planning Systems

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Theory of Constraints

Health Care

Operations Consulting

Filters