Question 1

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  False

Question 2

Choosing the target market in a service business is the decision of the front-line service provider.

Accepted Answer

A) True 
 B)False  False

Question 3

Most services contain a mix of tangible and intangible attributes known as the service package which is the major output of the development process.

Accepted Answer

A) True 
 B)False  True

Question 4

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 5

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 6

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 7

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

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

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

Question 10

Which of the following is not part of the service strategy's operating focus (set of performance priorities)that help the service organization compete?

Accepted Answer

A) Service culture 
B) Speed & Convenience 
C) Price 
D) Unique skills 
E) Treatment of customer 
A) Service culture 
B) Speed & Convenience 
C) Price 
D) Unique skills 
E) Treatment of customer

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Question 13

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Accepted Answer

The self-s

Question 14

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes".

Accepted Answer

A) True 
 B)False

Question 15

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 16

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 17

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

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Question 20

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

Accepted Answer

Service guarantees are discussed on page

Exam 8: Service Processes

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

Choosing the target market in a service business is the decision of the front-line service provider.

Most services contain a mix of tangible and intangible attributes known as the service package which is the major output of the development process.

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

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?

The "service blueprint" is a classification of services.

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

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

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Which of the following is not part of the service strategy's operating focus (set of performance priorities)that help the service organization compete?

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

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

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes".

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

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.

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

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

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

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

Introduction to the Field

Operations and Supply Strategy

Project Management

Product and Service Design

Strategic Capacity Management

Process Analysis

Manufacturing Processes

Six Sigma Quality

Supply-Chain Strategy

Logistics and Facility Location

Lean Manufacturing

Operations Consulting Reengineering

Enterprise Resource Planning Systems

Demand Management and Forecasting

Aggregate Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Linear Programming Using the Excel Solver

Learning Curves

Job Design Work Measurement

Waiting Line Analysis

Process Capability and Spc

Simulation

Filters