Deck 12: Designing Hospitality Processes

Question 1

What should be done once the general design of a process has been conceived?

A) Its separate activities must be configured
B) Its objectives must be configured
C) Its objectives must be identified
D) Its separate activities must be identified

Answer 1

A

Question 2

What is the practice of using a workflow diagram to promote a clearer understanding of a process or series of parallel processes?

A) Process mapping
B) Sequential mapping
C) Serial mapping
D) Parallel mapping

Answer 2

A

Question 3

What does the diamond symbol represent in the common flowcharting symbols as used in Microsoft Word 2013?

A) Decision
B) Data
C) Document
D) Display

Answer 3

A

Question 4

What does the oval symbol represent in the common flowcharting symbols as used in Microsoft Word 2013?

A) Terminator
B) Internal storage
C) Preparation
D) Connector

Question 5

Wilson, Zeithaml, Bitner, and Gremler (2012, p. 181) define service blueprinting as 'a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of the service from the customer's point of view'.Which is the first step in developing a service blueprint?

A) identify the key activities involved
B) define the value chain
C) distinguish between 'front stage' and 'back stage' activities
D) develop standards for execution of each activity

Question 6

Which of these layout types is most commonly found in mass services with repetitive assembly or in continuous flow industries?

A) Line layout
B) Fixed position layout
C) Functional layout
D) Cellular layout

Question 7

Which of these layout types is typically represented in the hospitality industry by the breakfast buffet?

A) Cellular layout
B) Fixed position layout
C) Functional layout
D) Line layout

Question 8

Which of these layout types is typically represented within the hospitality industry by the separation of different activities in the kitchen?

A) Functional layout
B) Fixed position layout
C) Cellular layout
D) Line layout

Question 9

Which of these layout types is typically represented within the hospitality industry by an à la carte restaurant service?

A) Fixed position layout
B) Functional layout
C) Cellular layout
D) Line layout

Question 10

Which of these layout types is most commonly represented within the hospitality industry by the cafeteria service?

A) Line layout
B) Fixed position layout
C) Functional layout
D) Cellular layout

Question 11

What is the name of the science-based discipline that ensures that designs complement the strengths and abilities of individual people, and minimise the effects of their limitations?

A) Ergonomics
B) Scientific design
C) Human design
D) Scientific management

Question 12

Taylor's (1911) main premise behind scientific management was that for any given job, there is an optimal or best way to structure that job in order to_____________.

A) maximise performance
B) maximise conformance
C) maximise affirmance
D) maximise adamance

Question 13

Which are the two principles related to work that Taylor (1911) developed to enable managers to appropriately structure jobs?

A) Simplification and specialisation
B) Simplification and concentration
C) Concentration and specialisation
D) Vulgarisation and simplification

Question 14

Within the behavioural approaches to job design, there are many practices that can be used for the deliberate improvement of a job's characteristics.What is the name of the practice that is a vertical change, which provides an employee some responsibility, discretion and authority?

A) Enrichment
B) Enlargement
C) Empowerment
D) Extension

Question 15

In waiting line management, there are different ways in which queues can be configured.Which of the following IS NOT one of the different queuing configurations illustrated in the chapter?

A) Multiple lines to single servers
B) 'Take a number' (single or multiple servers)
C) Designated lines to designated servers
D) Single line/single server/single stage

Question 16

The Council of Supply Chain Management Professionals (CSCMP, 2015) indicate that 'supply chain management (SCM) encompasses the planning and management of all activities involved in sourcing and procurement, conversion, and all logistics management activities'. There are three main SCM flows. These are the flow of products, the flow of information, and the ____________ flow.

A) financial
B) people
C) service
D) provision

Question 17

In managing supply networks, within which method is the military model valid?

A) Intermediaries
B) Disintermediation
C) Outsourcing
D) Offshoring