Deck 10: Planning the Service Delivery System

Question 1

The Juran Trilogy was published by Joseph Juran in 1986 after almost fifty years of research.

Answer 1

True

Question 2

The purpose of blueprinting is not only to satisfy the guest but also to enable the organization to achieve its profit goal.

Answer 2

True

Question 3

Planning always starts with the employees.

Answer 3

False

Question 4

The PERT/CPM planning technique utilizes the concept of a critical path to identify where there is no slack time within a sequence of activities regarding an organizational project.

Question 5

There are clear distinctions between the different phases of service delivery.

Question 6

Poka-yokes were developed by the Japanese quality improvement expert, Shigeo Shingo.

Question 7

There are three types that warning or control poka-yokes can be: contact, fixed values, or motion step.

Question 8

Control poka-yokes occur before an error is made.

Question 9

Quality planning, monitoring, and management are the three processes included in the Juran Trilogy.

Question 10

A universal service map is a variant or a more elaborate version of a blueprint.

Question 11

In a cross-functional organization, employees always report to more than one person.

Question 12

Simulations are only utilized by larger organizations because their service delivery systems are more complex.

Question 13

Service standards can be set by businesses, organizations, associations, or agencies within the industry.

Question 14

Service standards should be established at the end of the planning process.

Question 15

A fishbone diagram is a form of a cause-and-effect analysis often used to make major changes to a delivery system.

Question 16

The Juran Trilogy reminds us that knowing the needs, wants, expectations, capabilities, and behaviors of targeted guests are the starting point of a delivery system.

Question 17

The PERT/CPM planning technique is most useful for visualizing and illustrating everyday operations of an organization, but not for one-time projects.

Question 18

The "CP" in PERT/CPM stands for Critical Path.

Question 19

Self-management through self-measurement is one way in which employees are able compare themselves to performance measures and therefore provide better service to guests.

Question 20

A Pareto analysis is often utilized in the PERT/CPM planning technique.

Question 21

Cross-functional structures allow organizations to focus all employees' functional skills on solving a guest's problem or meeting their expectation in that moment.

Question 22

What are the four basic and most commonly used ways to develop a detailed plan for a service delivery system?

A) poka-yoke, fishbone analysis, universal service map, simulation
B) fishbone analysis, universal service map, PERT/CPM chart, simulation
C) simulation, fishbone analysis, Pareto analysis, universal service map
D) critical paths, simulation, PERT/CPM chart, fishbone analysis

Question 23

The purpose of cross-functional structure is to have employee and management teams work together to solve business management decisions.

Question 24

What is a system in which either employees or the system itself can override the normal delivery system to fix guest problems when it fails?

A) self-correcting system
B) self-overriding system
C) self-healing system
D) Plan B system

Question 25

What is included in the quality planning processes of the Juran Trilogy?

A) measuring the service in an effective and efficient manner
B) analyzing failures that have contributed to poor quality service
C) collecting data to identify service failures
D) developing a delivery system

Question 26

A fishbone diagram is used to concentrate on problem areas to make significant changes to the delivery system.

Question 27

Computer simulations are often too expensive and therefore not available to smaller hospitality organizations.

Question 28

PERT stands for Program Event Review Technique.

Question 29

Managers typically find the simplest and quickest solution to problems which is usually based on the assumption that a subordinate lacks the training, supervision, or information needed.

Question 30

The activities below the line of guest interaction is where customer's decide the value of the service experience.

Question 31

There are five steps in the PERT/CPM process, the last of which is finding the critical path of the project.

Question 32

The key component of a flawless service experience is

A) the way the service is delivered
B) when the service is delivered
C) all elements of the delivery system are integrated
D) receiving no complaints from customers

Question 33

Once managers measure each factor's contribution to a service problem, finding a solution is straightforward.

Question 34

The example of the Hot Dog Stand blueprint is incomplete because it does not factor in what happens prior to the guests ordering the hot dog.

Question 35

The line of visibility is best described as the difference between what the guest does and what the employee does as part of the service experience.

Question 36

Forecasting demand for businesses both in the short- and long-term future can used to implement proactive strategies to respond to that demand.

Question 37

In PERT/CPM diagrams, the critical path allows for additional time needed to complete each task.

Question 38

Proper training of employees is not one of the ways in which an organization can prevent service failures before they occur.

Question 39

Poka-Yokes are not designed to help customers solve their own problems, but instead help employees solve customer problems.

Question 40

Buying different colored knives and cutting boards in a restaurant to reduce cross-contamination is an example of a poka-yoke.

Question 41

Which of the following is the primary job of a room's inspector of a hotel, who approves the room's cleanliness?

A) source inspection
B) reflective inspection
C) successive inspection
D) self-inspection

Question 42

What is the most commonly discussed type of service diagramming?

A) PERT/CPM
B) critical paths
C) blueprinting
D) universal service mapping

Question 43

Which structure or method is used to organize people and groups to enable them to focus on guest needs, wants, and expectations over all the organizational units?

A) cross-functional structure
B) poka-yoke system
C) blueprinting
D) PERT/CRM

Question 44

What is the purpose of a Pareto analysis?

A) to prioritize potential problems
B) to test theories
C) to aggregate data
D) to identify potential problems

Question 45

Quality hospitality organizations build the service production processes based on

A) their own perspective
B) the guest's perspective
C) employee convenience
D) efficiency

Question 46

What does poka-yoke mean in English?

A) Mistake proofing
B) Mistake guarantee
C) Mistake identification
D) Mistake acceptance

Question 47

Which type of poka-yoke is in play when the dishwasher makes a beep signaling it is finished washing?

A) contact poka-yoke
B) motion step poka-yoke
C) fixed values poka-yoke
D) control poka-yoke

Question 48

A cross-functional organization is characterized by

A) reporting to the person directly above and directly below you
B) receiving orders from one person only
C) having multiple lines of authority
D) having a top-down approach of authority

Question 49

The "REAL BOSS" in the service delivery experience is

A) the guest
B) the front-line employee
C) the general manager
D) the owner of the organization

Question 50

Simulations

A) are an imitation of the real service
B) can be a simple drawing on a piece of paper
C) can reveal problems that may not have been obvious
D) are only created through computer programs

Question 51

Jon the Bartender couldn't get through to management about some of the service issues he was facing, so one morning before the restaurant opened he brought in a bunch of his acting friends to show management some of the problems he has noticed in the service delivery system. This exhibition is a type of ______.

A) leadership opportunity
B) positive reinforcement
C) simulation
D) training

Question 52

The Universal Service Map is typically ______ and built from the ______ perspective.

A) simple; management
B) more complex; guests'
C) more elaborate; employees'
D) basic; guests'

Question 53

The lock on a hotel door is fixed by John the Facilities Engineer at the request of Mary the Front Desk Manager prior to a guest arriving. In the system design process this would belong to which part of the flowchart?

A) physical evidence
B) onstage contact employee action
C) backstage contact employee action
D) support process

Question 54

The ______ guests served and ______ the service is required, the more likely the service delivery system is less customized for each guest

A) more, simpler
B) less, quicker
C) less, more complex
D) more, more complex

Question 55

Poka-yokes are

A) a proactive/preventive strategy for service mistakes
B) a tool to analyze service mistakes
C) a mechanism that is triggered when a service mistake occurs
D) a system put in place to help dissatisfied guests