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

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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 5

Which of the following is not part of "the service triangle"?

Accepted Answer

A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter 
A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter

Question 6

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 7

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 8

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

Accepted Answer

A) User-friendly 
B) Cost-effective 
C) back office and front office effectively linked 
D) consistency between organization and department 
E) consistency between service systems and firm's operating focus 
A) User-friendly 
B) Cost-effective 
C) back office and front office effectively linked 
D) consistency between organization and department 
E) consistency between service systems and firm's operating focus

Question 9

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 10

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 11

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 12

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 13

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 14

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Accepted Answer

A) True 
 B)False

Question 15

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 16

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 17

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Accepted Answer

A) True 
 B)False

Question 18

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

Accepted Answer

A) True 
 B)False

Question 19

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

A) True 
 B)False

Question 20

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

Exam 9: Service Processes

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

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

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

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

Which of the following is not part of "the service triangle"?

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.

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 is not a characteristic of a well-designed service system?

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

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

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

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

Customer contact refers to creation of the service.

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

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

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

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

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

Introduction

Strategy

Project Management

Design of Products and Services

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