Question 1

It is not necessary that a well-designed service system be robust.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

Accepted Answer

A) True 
 B)False

Question 4

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is one of the three contrasting approaches to delivering on-site service?

Accepted Answer

A) Airline approach 
B) Self-service approach 
C) Fast food approach 
D) Do-it-yourself approach 
E) Internet approach 
A) Airline approach 
B) Self-service approach 
C) Fast food approach 
D) Do-it-yourself approach 
E) Internet approach

Question 6

Which of the following is a characteristic of a well-designed service system?

Accepted Answer

A) Provides an unconditional service guarantee. 
B) Each element of service system is consistent with the operating focus of the firm. 
C) The front end of the service encounter is equal to the back end. 
D) It segments the pleasure for the customer. 
E) It lets the customer control the process. 
A) Provides an unconditional service guarantee. 
B) Each element of service system is consistent with the operating focus of the firm. 
C) The front end of the service encounter is equal to the back end. 
D) It segments the pleasure for the customer. 
E) It lets the customer control the process.

Question 7

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

It is not necessary that a well-designed service system be robust.

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

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

Customer contact refers to creation of the service.

Which of the following is one of the three contrasting approaches to delivering on-site service?

Which of the following is a characteristic of a well-designed service system?

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

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

Exam 9: Service Processes

It is not necessary that a well-designed service system be robust.

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

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

Customer contact refers to creation of the service.

Which of the following is one of the three contrasting approaches to delivering on-site service?

Which of the following is a characteristic of a well-designed service system?

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

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