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

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 3

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 4

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 5

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach".In your opinion,which is superior? Why?

Accepted Answer

The text describes these approaches usin

Question 6

Which company pioneered 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 7

"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 8

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

Accepted Answer

A) Quality approach 
B) Stock market approach 
C) Production line approach 
D) Retail approach 
E) Professional approach 
A) Quality approach 
B) Stock market approach 
C) Production line approach 
D) Retail approach 
E) Professional approach

Question 9

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 10

The term "encounter" is defined 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 11

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

This question relates to the service-sys

Question 12

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 13

Marketing is responsible for both the "service promise" and "fulfillment of service promise" elements of Services.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Poka-Yoke is roughly translated from Japanese as "Quality Management".

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

In the service-system design matrix,a face-to-face total customization 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 the above 
A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of the above

Question 18

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 19

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

Accepted Answer

A) True 
 B)False

Exam 8: 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?

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

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

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

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach".In your opinion,which is superior? Why?

Which company pioneered the production line approach to delivering on-site service?

"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.

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

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

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

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

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

Marketing is responsible for both the "service promise" and "fulfillment of service promise" elements of Services.

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

Poka-Yoke is roughly translated from Japanese as "Quality Management".

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

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

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

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

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