Question 1

The order in which customers are served is called the:

Accepted Answer

A)  Input order 
B)  Queue discipline 
C)  Output arrangement 
D)  Service characteristic 
A)  Input order 
B)  Queue discipline 
C)  Output arrangement 
D)  Service characteristic

Question 2

Calculate the score for the layout below.Do not count the departments with just corners touching.The desirability ratings are based on a (-1 to 3) scale, where -1=undesirable, 0=unimportant, 1=slightly important, 2=moderately important and 3=very important. Existing Office Layout
 
Desirability Ratings

Accepted Answer

A)  8 
B)  11 
C)  15 
D)  18 
A)  8 
B)  11 
C)  15 
D)  18

Question 3

In most services, customers are not involved in the production of the service itself.

Accepted Answer

A) True 
 B)False

Question 4

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?

Accepted Answer

a.Capacity utilization = (Actual custome

Question 5

Service capacity is the number of customers per day the firm's service delivery systems are designed to serve.

Accepted Answer

A) True 
 B)False

Question 6

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.

Accepted Answer

A) True 
 B)False

Question 7

When firms acknowledge receipt of an order via telephone, mail or e-mail, this is an example of starting the service.

Accepted Answer

A) True 
 B)False

Question 8

The average transaction at an automatic teller can be completed in six minutes and customers arrive at the average rate of one every ten minutes.On average, how many customers are there in the queue?

Accepted Answer

A)  4.000 Customers 
B)  0.900 Customers 
C)  1.160 Customers 
D)  0.375 Customers 
A)  4.000 Customers 
B)  0.900 Customers 
C)  1.160 Customers 
D)  0.375 Customers

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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.

Accepted Answer

A) True 
 B)False

Question 11

Typically, quick recovery from service failures can keep customers loyal and coming back.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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 
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 13

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

Accepted Answer

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

Question 14

Which of the following is a difference between goods and services?

Accepted Answer

A)  Goods are often unique 
B)  Services cannot be inventoried 
C)  Goods have high customer-service interaction 
D)  All of the above 
A)  Goods are often unique 
B)  Services cannot be inventoried 
C)  Goods have high customer-service interaction 
D)  All of the above

Question 15

If ?= 6 CUSTOMERS/HOUR and µ=9 CUSTOMERS/HOUR, in a single server model, find the probability that there will be exactly 2 people in line.

Accepted Answer

A)  0.162 
B)  0.297 
C)  0.148 
D)  0.135 
A)  0.162 
B)  0.297 
C)  0.148 
D)  0.135

Question 16

A customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Accepted Answer

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

Question 17

Determine a full and part-time working schedule for the following work requirements:

Accepted Answer

The answer of Determine a full and part-time working schedule...

Question 18

Service firms differ from manufacturers in the labor content contained in the end products.

Accepted Answer

A) True 
 B)False

Question 19

David Maister's First Rule of Service is:

Accepted Answer

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 
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 20

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

Accepted Answer

A) True 
 B)False

The order in which customers are served is called the:

In most services, customers are not involved in the production of the service itself.

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?

Service capacity is the number of customers per day the firm's service delivery systems are designed to serve.

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.

When firms acknowledge receipt of an order via telephone, mail or e-mail, this is an example of starting the service.

The average transaction at an automatic teller can be completed in six minutes and customers arrive at the average rate of one every ten minutes.On average, how many customers are there in the queue?

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

Typically, quick recovery from service failures can keep customers loyal and coming back.

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

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

Which of the following is a difference between goods and services?

If ?= 6 CUSTOMERS/HOUR and µ=9 CUSTOMERS/HOUR, in a single server model, find the probability that there will be exactly 2 people in line.

A customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Determine a full and part-time working schedule for the following work requirements:

Service firms differ from manufacturers in the labor content contained in the end products.

David Maister's First Rule of Service is:

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

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationships

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management: Lean and Six Sigma in the Supply Chain

Domestic U.S.and Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

Exam 12: Service Response Logistics

The order in which customers are served is called the:

In most services, customers are not involved in the production of the service itself.

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?

Service capacity is the number of customers per day the firm's service delivery systems are designed to serve.

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.

When firms acknowledge receipt of an order via telephone, mail or e-mail, this is an example of starting the service.

The average transaction at an automatic teller can be completed in six minutes and customers arrive at the average rate of one every ten minutes.On average, how many customers are there in the queue?

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

Typically, quick recovery from service failures can keep customers loyal and coming back.

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

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

Which of the following is a difference between goods and services?

If ?= 6 CUSTOMERS/HOUR and µ=9 CUSTOMERS/HOUR, in a single server model, find the probability that there will be exactly 2 people in line.

A customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Determine a full and part-time working schedule for the following work requirements:

Service firms differ from manufacturers in the labor content contained in the end products.

David Maister's First Rule of Service is:

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

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationships

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management: Lean and Six Sigma in the Supply Chain

Domestic U.S.and Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters