Deck 8: Designing and Managing Service Processes

Question 1

The first step in developing a service blueprint is ____________.

A)to reach a consensus on which activities are more important than others
B)to identify all the key activities involved in creating and delivering the service
C)to identify the links between a set of alternative service possibilities
D)to identify the key employees who will be enacting the service blueprint
E)to identify the key customers who will be participating in the service

Answer 1

B

Question 2

Which of the following is NOT a key component of a service blueprint?

A)Line of transference
B)Line of interaction
C)Line of visibility
D)Backstage actions by customer contact personnel
E)Front-stage actions by customer contact personnel

Answer 2

A

Question 3

Service process redesign encompasses reconstitution,rearrangement,or substitution of service processes.

Answer 3

True

Question 4

The line of ____________ divides front-stage activities from backstage activities.

A)service standards and scripts
B)physical evidence
C)internal physical interaction
D)internal IT interaction
E)visibility

Question 5

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

A)Reduced number of service failures.
B)Reduced cycle time.
C)Enhanced productivity.
D)Increased profitability.
E)Increased customer satisfaction.

Question 6

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process,including all but emotional inputs.

Question 7

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

A)roll; retrieval; implicit aspects; explicit aspects
B)stage; servicescape; exterior; interior
C)stage; service area; customers; employees
D)roll; canopy; employees; equipment
E)roll; service area; front-stage; backstage

Question 8

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality

Question 9

Which of the following is NOT an advantage of self-service technologies?

A)Greater choice of products
B)Higher perceived level of customization.
C)Convenience of location.
D)Greater control over service delivery.
E)Cost and time savings.

Question 10

Blueprints can pinpoint the stages in the process where customers commonly have to wait.

Question 11

Server ____________ ensure that service staffs do things correctly,as requested,in the right order,and at the right speed.

A)kanbans
B)poka-yokes
C)jidokas
D)banzais
E)sodokus

Question 12

SST is only better than the interpersonal alternative if it saves time,provides ease of access,cost savings,or some other benefits.

Question 13

Service process redesign can be categorized into all EXCEPT which of the following types?

A)Getting rid of non-value adding steps.
B)Shifting to self-service.
C)Delivering direct service.
D)Separating services.
E)Redesigning the physical aspect of service processes.

Question 14

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Question 15

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience "front-stage" and the activities of employees and support processes "backstage."

Question 16

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors,but also customer errors.

Question 17

A blueprint specifies in some detail how a service process should be constructed.

Question 18

Service blueprints ____________,and how these are supported by backstage activities and systems.

A)enhance servicescape features such as furniture and lighting
B)complicate employee handling of special requests
C)clarify the interactions between customers and employees
D)enhance customer technical know-how
E)diminish customer complaining capacity

Question 19

Blueprinting is a more complex form of ____________.

A)linear graphing
B)flow charting
C)Cox & Snell analysis
D)non-linear graphing
E)cluster analysis

Question 20

Service staff poka-yokes usually focus on preparing the customer for the encounter,understanding and anticipating their role in the service transaction,and selecting the correct service or transaction.

Question 21

How many "acts" does a meal at Chez Jean consist of?

A)One act
B)Two acts
C)Three acts
D)Four acts
E)Five acts

Question 22

What is flowcharting?

Question 23

The internet kiosk with a touchscreen in Vienna,Austria is getting popular for the following reasons EXCEPT ____________.

A)it is conveniently located
B)it saves customers from having to deal with other undesirable customers
C)it is accessible 24/7
D)it doesn't make mistakes,unlike employees
E)it has easy access to websites

Question 24

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

A)printing dress code requests on invitations
B)sending reminders of dental appointments
C)printing guidelines on customer cards
D)billing customers for services rendered
E)all of the above are examples of preparing customers for service encounters

Question 25

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car,this is an example of which service process redesign?

Question 26

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Question 27

What are the acts that "restaurant drama" can be divided into?

Question 28

Poke-yokes originated from Total Quality Management methods in manufacturing.

Question 29

Discuss the potential company benefits,potential customer benefits,and challenges and limitations of the direct service approach to managing the service delivery process.

Question 30

Discuss the potential company benefits,potential customer benefits,and challenges and limitations of the bundled service approach to managing the service delivery process.

Question 31

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Question 32

31 Marriage counseling is a service that requires a ____________ level of participation from customers.

A)minimal
B)high
C)moderate
D)low
E)absolute

Question 33

What three questions does Mary Jo Bitner suggest managers should put in their firms' SSTs to the test with?

Question 34

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

Question 35

Restaurants are often quite theatrical in their use of physical evidence (such as furnishing,décor,uniforms,lighting,and table settings).

Question 36

Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.

A)the customer's eye color
B)the customer's bank account number
C)the customer's shirt size
D)the customer's account type
E)the customer's nationality

Question 37

How can firms prevent customer failures?

Question 38

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Question 39

What does SST stand for?

Question 40

"Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Question 41

How is the patient a service co-creator?

Question 42

Describe and draw a flowchart for a possession processing service.

Question 43

Describe how poke-yokes contribute services as a fail-safe method.

Question 44

Which kinds of services are the easiest to offer using SSTs.Explain why.