Exam 4: Service Design

Use the information below to answer the following question(s). A steady stream of eager fresh-faced students waits in line to register for classes before the start of fall semester classes. Students arrive at the rate of 10 per hour and it takes the single clerk on duty an average of 3 minutes to check their student status,and register them for classes. The service time is exponentially distributed. -What is the average utilization of the server?

The steps in a service process where the customer performs steps independently of the service provider is called ________.

Which is a short-term capacity management option in service operations?

The least efficient steps in a service operation tend to be those that involve ________.

Use the information below to answer the following question(s). A steady stream of eager fresh-faced students waits in line to register for classes before the start of fall semester classes. Students arrive at the rate of 10 per hour and it takes the single clerk on duty an average of 3 minutes to check their student status,and register them for classes. The service time is exponentially distributed. -What is the average time (measured in minutes)that students have to wait in line?

In a service operation,if the process requires large amounts of customization,the process step should be closer to the

What is the concept of simultaneity with reference of service system operations? What is the implication of simultaneity for service system operations? What challenges does it pose and how can managers deal with the challenge(s)?

The method for determining customer service system performance and wait times for customer is known as

Service demand is always constant but uncertain.

The Japanese term for failsafing is called ________.

________ are production processes wherein each customer is a supplier of process inputs.

A process to rectify service failures is called

________ is the result of a service process in terms of customer emotions.

In a service operation,products,technology,and other outputs and inputs are known as

The least efficient steps in a service operation tend to be those that involve independent operation by the service provider.

What is the role of the customer in service operations?

What are important elements to consider when designing a system for service quality?

Self-service at a retail checkout is an example of coproduction.

Which is a short-term capacity management option in service operations?

The more the service provider allows customers to influence or control the process,the greater the potential for customization.