Question 1

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Accepted Answer

A) Production-line approach 
B) Personal-attention approach 
C) Quality approach 
D) Do-it-yourself approach 
E) Self-service approach 
A) Production-line approach 
B) Personal-attention approach 
C) Quality approach 
D) Do-it-yourself approach 
E) Self-service approach

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A) Creation of the service 
B) Customer contact 
C) Intermittent production 
D) Continuous production 
E) None of these 
A) Creation of the service 
B) Customer contact 
C) Intermittent production 
D) Continuous production 
E) None of these

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

The work process involved in providing the service must involve the physical presence of the customer in the system.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

A service business is an organization whose primary business requires interaction with customers to produce the service.

Accepted Answer

A) True 
 B)False

Question 9

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

A) True 
 B)False

Question 13

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) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time 
A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time

Question 14

One of the three approaches to delivering on-site service is _____

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 15

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 16

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

Accepted Answer

A) True 
 B)False

Question 17

An explicit service is readily observable by the senses.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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"

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

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

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

Which of the following refers to the physical presence of the customer in a service system?

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

The work process involved in providing the service must involve the physical presence of the customer in the system.

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

A service business is an organization whose primary business requires interaction with customers to produce the service.

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

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

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

Marketing is responsible for fulfilling the service guarantee.

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?

One of the three approaches to delivering on-site service is _____

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

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

An explicit service is readily observable by the senses.

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

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

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

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