Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

"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 4

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

Accepted Answer

A) True 
 B)False

Question 5

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

Question 6

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 7

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

Question 8

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A) Services cannot be inventoried. 
B) Services are all similar. 
C) Quality work means quality service. 
D) Services businesses are inherently entrepreneurial. 
E) Even service businesses have internal services. 
A) Services cannot be inventoried. 
B) Services are all similar. 
C) Quality work means quality service. 
D) Services businesses are inherently entrepreneurial. 
E) Even service businesses have internal services.

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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 14

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 15

How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?

Accepted Answer

The question relates to the service-syst

Question 16

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 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 17

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

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

Question 20

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

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

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

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

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

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 are alternative possible service encounters included in the service-system design matrix?

The "service blueprint" is a classification of services.

Which of the following is a characteristic that can be used to guide the design of service systems?

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

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

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

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

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?

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

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

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

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Marketing is responsible for fulfilling the service guarantee.

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