Deck 4: Service Design

Question 1

What is the role of the customer in service operations?

A)They are responsible for majority of fixed costs.
B)They are a supplier of process inputs.
C)They provide constant returns to scale.
D)They facilitate collaboration between suppliers.

Answer 1

B

Question 2

Which is a short-term capacity management option in service operations?

A)Sell facilities
B)Lay off employees
C)Build new facilities
D)Lease more space

Answer 2

D

Question 3

In service operations,service production typically happens

A)in anticipation of demand.
B)well before demand.
C)after realization of demand.
D)before receipt of supplies.

Answer 3

C

Question 4

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?

A)Inventory
B)Tangible inputs
C)Marginal cost
D)Routines

Question 5

Some academicians state that services involve only intangible products/elements.Do you agree with this statement? Why or why not?

Question 6

In a dentist's service operation,patient's teeth are

A)part of the physical facilities.
B)customer input resources.
C)information.
D)service provider outputs.

Question 7

Which is a long-term capacity management option in service operations?

A)Sell facilities
B)Lease more space
C)Reduce service offerings
D)Work overtime

Question 8

In a service operation,the higher the level of customer interaction

A)the lower the process efficiency.
B)the higher the process efficiency.
C)the higher the resource utilization.
D)the lower the idle time.

Question 9

A process to rectify service failures is called

A)failsafing.
B)service recovery.
C)poka yoke.
D)DMAIC process.

Question 10

What is unused capacity (at times of low demand)that is lost forever called?

A)Wasted capacity
B)Lost revenue
C)Lost utilization
D)Time perishable capacity

Question 11

FedEx equipping employees with portable terminals that check the accuracy of postal codes listed on the package address when mailing is an example of

A)quality at source.
B)kanban.
C)poka yoke.
D)JIT.

Question 12

Service operations are production processes wherein each customer is a supplier of process inputs.

Question 13

The output of service operations are always only intangible products.

Question 14

What is the Japanese term for failsafing?

A)Kaizen
B)Poka yoke
C)Kanban
D)Lean

Question 15

Products,technology,and other outputs and inputs associated with services are ________.

Question 16

In a service operation,products,technology,and other outputs and inputs are known as

A)tangibles.
B)intangibles.
C)knowledge.
D)routines.

Question 17

An unfilled seat on an airline flight is an example of

A)wasted capacity.
B)time perishable capacity.
C)lost productivity.
D)mismatched demand.

Question 18

It is often said that the customer is the key or central element in most service system operations.Why is that?

Question 19

In service operations,what must managers do to meet fluctuations in demand?

A)Build inventory
B)Make product before realization of demand
C)Rely on extra capacity
D)Have 100% resource utilization

Question 20

Which is a short-term capacity management option in service operations?

A)Add more space
B)Reduce service offerings
C)Lay off employees
D)Close unprofitable sites

Question 21

Some service offerings have no interaction between the service provider and customers.

Question 22

What are important elements to consider when designing a system for service quality?

Question 23

In a Process Chain Network (PCN)diagram,for a restaurant service provider,the act of actually serving the customer occurs is in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 24

Because of the element of simultaneity,service production usually can be inventoried.

Question 25

The process used to rectify service failures is called ________.

Question 26

________ means the production of services occurs at roughly the same time as customer demand.

Question 27

In a Process Chain Network (PCN)diagram,the highest degree of process control for the service provider is in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 28

What is the concept of simultaneity with reference to service system operations? What is the implication of simultaneity for service system operations? What challenges does it pose and how can managers deal with the challenge(s)?

Question 29

In a Process Chain Network (PCN)diagram,an entity is a

A)service provider.
B)customer.
C)supplier.
D)All of the above
E)None of the above

Question 30

Unused capacity (at times of low demand)that is lost forever,and cannot be used to meet later demand is called ________.

Question 31

In a Process Chain Network (PCN)diagram,the activity of forecasting supply needs done by the service provider occurs is in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 32

Service businesses that help other businesses meet the needs of their customers are known as ________ services.

Question 33

A tool that managers can use when designing service delivery systems is a

A)value stream map.
B)swim lane map.
C)process chain network diagram.
D)Pareto scatter diagram.

Question 34

Because of simultaneity,service production usually cannot be ________.

Question 35

In service systems,managers use capacity adjustments to meet fluctuations in demand.

Question 36

________ is the degree of customer involvement in the delivery of a service.

Question 37

In a Process Chain Network (PCN)diagram,the lowest degree of process control for the service provider is in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 38

Another name for a waiting line is a ________.

Question 39

Poka Yokes are used to adjust capacity in service systems to meet fluctuations in demand.

Question 40

The Japanese term for failsafing is called ________.

Question 41

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the

A)service provider.
B)supplier.
C)customer.
D)None of the above

Question 42

A tool used to evaluate the interactions between service providers and customers is called a ________.

Question 43

In a service operation,processes that are buffered from the customer are typically performed

A)online.
B)in the back office.
C)in the front office.
D)in the region of direct interaction.

Question 44

A process chain network (PCN)diagram is a statistical tool to track the productivity of a process.

Question 45

In a Process Chain Network (PCN)diagram,process efficiency is lowest in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 46

The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.

Question 47

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

Question 48

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 49

The steps in a service process where the customer performs steps independently of the service provider is called ________.

Question 50

The intersection of two entities in a process chain network (PCN)diagram where there is no direct interaction is called ________ interaction.

Question 51

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

A)independent processing.
B)surrogate interaction.
C)direct interaction.
D)None of the above

Question 52

In a process chain network (PCN)diagram,the service provider's degree of process control increases in the steps that require direct interaction with customers as compared to the steps performed by the service provider independently.

Question 53

A tool which looks like a flowchart that managers use when designing service delivery systems is a ________.

Question 54

The more the service provider allows customers to influence or control the process,the greater the potential for customization.

Question 55

Service steps considered back office are performed outside of the view of the customer.

Question 56

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

Question 57

When customers perform steps in the service operation independently,it is called do-it-yourself (DIY).

Question 58

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the customer.

Question 59

In a service operation,if the process requires large amounts of customization,the process step should be closer to the

A)service provider.
B)supplier.
C)customer.
D)None of the above

Question 60

The surrogate interaction region in a process chain network (PCN)diagram includes process steps in which the service provider has no direct interaction with the customer.

Question 61

In universities,more courses are being added online and in massive open online courses (MOOCs)is an example of

A)increasing service interactions
B)deservitization
C)poka yoke
D)process chain network design

Question 62

Service steps performed in direct view of the customer are performed in the ________.

Question 63

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

Question 64

The method for determining customer service system performance and wait times for customer is known as

A)service recovery planning.
B)queuing theory.
C)coproduction.
D)statistical capacity planning.

Question 65

________ is the reduction of face-to-face customer contact in service design.

Question 66

Service demand is always constant but uncertain.

Question 67

Self-service retail checkout is an example of

A)coproduction.
B)poka yoke.
C)service recovery.
D)independent processing.

Question 68

A method for making capacity decisions in services that measures the tradeoffs between the cost of understocking and the cost of overstocking is

A)demand forecasting.
B)queuing theory.
C)newsvendor analysis.
D)statistical capacity planning.

Question 69

Customer participation in the service delivery process is known as

A)coproduction.
B)poka yoke.
C)service recovery.
D)independent processing.

Question 70

Self-service at a retail checkout is an example of coproduction.

Question 71

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

Question 72

Service demand is typically

A)variable and uncertain.
B)fixed and uncertain.
C)variable and known.
D)fixed and known.

Question 73

Which of the following is not a component of a service provider's capacity?

A)Physical facilities
B)Customer demand
C)Equipment
D)Personnel

Question 74

Deservitization is the reduction of face-to-face customer contact in service design.

Question 75

Service steps performed outside of the view of the customer are performed in the ________.

Question 76

The least efficient steps in a service operation tend to be those that involve ________.

Question 77

Critical fractile is the threshold at which the element of service design moves from independent processing to direct interaction.

Question 78

What is the nature of customer waiting costs to a service provider?

A)It is a direct cost.
B)It is an indirect cost.
C)It is a fixed cost.
D)It is a facility cost.

Question 79

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

A)They are less flexible.
B)They represent fixed costs.
C)They are more flexible.
D)Both A and B above
E)Both B and C above

Question 80

In a service setting,capacity decisions are largely about managing trade-offs between carrying too much inventory versus carrying too little inventory.