Question 1

The person providing service in a queuing system is called ________.

Accepted Answer

server/ se

Question 2

The process of determining the productive capability needed in a service firm is called ________.

Accepted Answer

service ca

Question 3

What is the nature of customer waiting costs to a service provider?

Accepted Answer

A) It is a direct cost. 
B) It is an indirect cost. 
C) It is a fixed cost. 
D) It is a facility cost. 
A) It is a direct cost. 
B) It is an indirect cost. 
C) It is a fixed cost. 
D) It is a facility cost.

Question 4

What is the Japanese term for failsafing?

Accepted Answer

A) Kaizen 
B) Poka yoke 
C) Kanban 
D) Lean 
A) Kaizen 
B) Poka yoke 
C) Kanban 
D) Lean

Question 5

In service operations,service production typically happens

Accepted Answer

A) in anticipation of demand. 
B) well before demand. 
C) after realization of demand. 
D) before receipt of supplies. 
A) in anticipation of demand. 
B) well before demand. 
C) after realization of demand. 
D) before receipt of supplies.

Question 6

Because of the element of simultaneity,service production usually can be inventoried.

Accepted Answer

A) True 
 B)False

Question 7

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the

Accepted Answer

A) service provider. 
B) supplier. 
C) customer. 
D) none of the above. 
A) service provider. 
B) supplier. 
C) customer. 
D) none of the above.

Question 8

In a Process Chain Network (PCN)diagram,the lowest degree of process control for the service provider is in the region of

Accepted Answer

A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above. 
A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above.

Question 9

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

Accepted Answer

A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above. 
A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above.

Question 10

Service steps performed in direct view of the customer are performed in the ________.

Accepted Answer

The answer of Service steps performed in direct view of...

Question 11

Another name for a waiting line is a ________.

Accepted Answer

The answer of Another name for a waiting line is...

Question 12

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

Accepted Answer

A) True 
 B)False

Question 13

The intersection of two entities in a process chain network (PCN)diagram where is no direct interaction is called ________ interaction.

Accepted Answer

The answer of The intersection of two entities in a...

Question 14

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

Accepted Answer

A process domain has three regions:
1.Th

Question 15

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

Accepted Answer

A) They are less flexible. 
B) They represent fixed costs. 
C) They are more flexible. 
D) Both A and B above 
E) Both B and C above 
A) They are less flexible. 
B) They represent fixed costs. 
C) They are more flexible. 
D) Both A and B above 
E) Both B and C above

Question 16

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 number of students waiting in line?

Accepted Answer

A) between 0 to 1 student 
B) 2 
C) 4 
D) 6 
A) between 0 to 1 student 
B) 2 
C) 4 
D) 6

Question 17

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

Accepted Answer

A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above. 
A) independent processing. 
B) surrogate interaction. 
C) direct interaction. 
D) none of the above.

Question 18

In a Process Chain Network (PCN)diagram,an entity is a

Accepted Answer

A) service provider. 
B) customer. 
C) supplier. 
D) all of the above. 
E) none of the above. 
A) service provider. 
B) customer. 
C) supplier. 
D) all of the above. 
E) none of the above.

Question 19

Poka Yokes are used to adjust capacity in service systems to meet fluctuations in demand.

Accepted Answer

A) True 
 B)False

Question 20

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

Accepted Answer

The answer of The steps an entity performs in a...

The person providing service in a queuing system is called ________.

The process of determining the productive capability needed in a service firm is called ________.

What is the nature of customer waiting costs to a service provider?

What is the Japanese term for failsafing?

In service operations,service production typically happens

Because of the element of simultaneity,service production usually can be inventoried.

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the

In a Process Chain Network (PCN)diagram,the lowest degree of process control for the service provider is in the region of

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

Service steps performed in direct view of the customer are performed in the ________.

Another name for a waiting line is a ________.

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

The intersection of two entities in a process chain network (PCN)diagram where is no direct interaction is called ________ interaction.

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

In a Process Chain Network (PCN)diagram,an entity is a

Poka Yokes are used to adjust capacity in service systems to meet fluctuations in demand.

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

Lean and Six Sigma Management and Leading Change

Filters

Exam 4: Service Design

The person providing service in a queuing system is called ________.

The process of determining the productive capability needed in a service firm is called ________.

What is the nature of customer waiting costs to a service provider?

What is the Japanese term for failsafing?

In service operations,service production typically happens

Because of the element of simultaneity,service production usually can be inventoried.

In a service operation,if the process requires specialized skills and resources,the process step should be closer to the

In a Process Chain Network (PCN)diagram,the lowest degree of process control for the service provider is in the region of

In a Process Chain Network (PCN)diagram,the highest level of customization for the customer is achieved in the region of

Service steps performed in direct view of the customer are performed in the ________.

Another name for a waiting line is a ________.

In process chain network (PCN)diagrams,an entity is a service provider,a customer,or a supplier.

The intersection of two entities in a process chain network (PCN)diagram where is no direct interaction is called ________ interaction.

What are the three important regions of a service provider's process domain as represented on a process chain network (PCN)diagram? What implication do those three regions have in terms of cost and efficiency?

What is true about physical facilities and equipment as compared to other components of capacity for a service provider?

In a Process Chain Network (PCN)diagram,the largest economies of scale for the service provider are achieved in the region of

In a Process Chain Network (PCN)diagram,an entity is a

Poka Yokes are used to adjust capacity in service systems to meet fluctuations in demand.

The steps an entity performs in a PCN diagram when they do not interact with other entities is called ________.

Introduction to Supply Chain and Operations Management

Supply Chain and Operations Strategy

Product and Process Design and Mapping

Customer Relationship Management

Strategic Sourcing

Supplier Management

Demand Management and Forecasting

Inventory Management Fundamentals and Independent Demand

Sales and Operations Planning and Enterprise Resource Planning

Logistics

Project Management

Supply Chain Quality Management

Statistical Process Control

Lean and Six Sigma Management and Leading Change

Filters