Deck 12: Service Response Logistics

Question 1

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Answer 1

True

Question 2

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Answer 2

False

Question 3

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Answer 3

False

Question 4

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

Question 5

Service response logistics is the management and coordination of the organization's activities that occur after the service has being performed.

Question 6

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

Question 7

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

Question 8

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Question 9

The optimal capacity utilization for an organization would be 100%.

Question 10

In most services,customers are either directly or indirectly involved in the production of the service itself.

Question 11

A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders.Upon entering the restaurant,customers must choose from three separate lines,each of which leads to one of the three registers.Immediately upon placing their order with the register attendant,customers are given their food and drinks by the register attendant.To analyze this situation you would use the queuing model for an infinite demand source,multiple servers,and multiple channels.

Question 12

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

Question 13

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

Question 14

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Question 15

Service facilities are normally decentralized.

Question 16

Queuing analysis includes arrival characteristics such as balking and reneging.

Question 17

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

Question 18

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Question 19

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

Question 20

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Question 21

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

A)Level demand strategy
B)Differentiation demand strategy
C)Chase demand strategy
D)Baumol's demand strategy

Question 22

Layout strategies help firms maximize all of the following EXCEPT:

A)Service efficiencies
B)Customer service
C)Time fences
D)Server productivity

Question 23

Which of the following is an example of a person that would be considered to provide a Pure Service?

A)Attorney/Lawyer
B)Management Consultant
C)Musical Entertainer
D)All of these

Question 24

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

A)Service Capacity
B)Capacity Utilization
C)Productivity Potential
D)Service Throughput

Question 25

The Wal-Mart effect is best described by which of the following?

A)As large retailers locate in communities, the put smaller companies out of business
B)Information technologies have allowed large retailers to maintain good productivity growth rates
C)Wal-Mart's use of supplier capacity has made it difficult for other companies to find Suppliers
D)The growth of large retailers has had a negative impact on the environment

Question 26

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

A)Differentiation strategy
B)Demand strategy
C)Focus strategy
D)Transitional strategy

Question 27

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

A)Focus Strategy
B)Differentiation Strategy
C)Cost Leadership Strategy
D)Exclusivity Strategy

Question 28

If l = 6 CUSTOMERS/HOUR and m = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

A)0.162
B)0.297
C)0.248
D)0.135

Question 29

According to the text,the primary elements of all queuing systems include all of the following EXCEPT:

A)Input process
B)Queue characteristics
C)Output process
D)Service characteristics

Question 30

Which of the following is NOT a technique for managing customers' perceived waiting times:

A)Grouping customers
B)Hiding the wait time
C)Keeping customers occupied
D)Starting the service quickly

Question 31

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

A)Balked
B)Reneged
C)Stalled
D)Disposed

Question 32

The three generic competitive strategies are:

A)profit-based, nonprofits, and free services
B)cost leadership, differentiation, and focus
C)manufacturing, service, and retail
D)mass-production, make-to-order, and services

Question 33

The four primary activities of concern in service response logistics are the management of:

A)Distribution channels,service quality, reputation and waiting times
B)Service capacity, waiting times, distribution channels and service quality
C)Labor standards, distribution channels, waiting times and service quality
D)Service capacity, visual workplace, waiting times and distribution channels

Question 34

If the average service rate is 15 minutes per customer,and assuming the negative exponential distribution is used to describe the randomness of the service time distribution,then determine the probability that the service time will be less than or equal to 10 minutes.

A)zero
B)0.49
C)0.28
D)0.62

Question 35

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

Question 36

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

A)Cross-training and sharing employees
B)Utilizing technological tools like computers and automated systems
C)Utilizing fewer facilitating products
D)Using customers to provide services

Question 37

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

A)Service Shrink
B)Deming's Decline
C)State Utility
D)Baumol's Disease

Question 38

Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.

Question 39

The average transaction at an automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,how many customers are there in line? (Choose the closest answer.)

A)4.000 Customers
B)0.300 Customers
C)3.000 Customers
D)0.375 Customers

Question 40

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

A)10 minutes
B)6 minutes
C)60 minutes
D)14 minutes

Question 41

First-come-first-served is an example of a(n):

A)queue discipline
B)unfair waiting policy
C)channel queuing arrangement
D)single-phase queue design

Question 42

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

A)Blips
B)Bloops
C)Breakeven point
D)Gaps

Question 43

A bank provides service through a call center to customers internationally.Explain the importance of each of the following in terms of designing the call center and managing the daily operations:
a.Queuing management
b.Global service considerations
c.Facilitating products
d.Service quality expectations

Question 44

Service provided by multiple servers acting in parallel is referred to as:

A)Multi-platform servicescape
B)Multiple-phase queuing system
C)Multiple-channel queuing system
D)Multi-delivery servicescape

Question 45

All of the following are included in the five dimensions of service quality EXCEPT:

A)Reliability
B)Responsiveness
C)Reasonability
D)Assurance

Question 46

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

A)Reliability
B)Responsiveness
C)Reasonability
D)Assurance

Question 47

David Maister's First Rule of Service is:

A)It always takes longer than you think to perform the service
B)You can't please all the customers all the time
C)Satisfaction = perception - expectation
D)Under-promise and over-deliver

Question 48

Discuss four important issues involved in managing a global service.

Question 49

What are three key differences between services industries/organizationsand manufacturing?

Question 50

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer.)

A)0.167
B)0.75
C)0.125
D)1.33

Question 51

As a manager of a queuing system,list five important system details you would like to know about in order to manage the system effectively?

Question 52

Explain two service layout strategies that help to maximize customer service,server productivity,and service efficiencies which support the overall business strategy.

Question 53

How do you calculate a firm's capacity utilization? If capacity utilization is greater than 1,what are some of the resulting impacts to the service firm?