Question 1

In service systems,managers use capacity adjustments to meet fluctuations in demand.

Accepted Answer

A) True 
 B)False

Question 2

Self-service retail checkout is an example of

Accepted Answer

A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing. 
A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing.

Question 3

What are the challenges a manager faces in managing service capacity? What approaches can a manager use for effective planning in such a scenario?

Accepted Answer

One challenge in service operations is t

Question 4

Service demand is typically

Accepted Answer

A) variable and uncertain. 
B) fixed and uncertain. 
C) variable and known. 
D) fixed and known. 
A) variable and uncertain. 
B) fixed and uncertain. 
C) variable and known. 
D) fixed and known.

Question 5

A tool used to evaluate the interactions between service providers and customers is called a ________.

Accepted Answer

process ch

Question 6

What is unused capacity (at times of low demand)that is lost forever called?

Accepted Answer

A) Wasted capacity 
B) Lost revenue 
C) Lost utilization 
D) Time perishable capacity. 
A) Wasted capacity 
B) Lost revenue 
C) Lost utilization 
D) Time perishable capacity.

Question 7

In a service operation,processes that are buffered from the customer are typically performed

Accepted Answer

A) online. 
B) in the back office. 
C) in the front office. 
D) in the region of direct interaction. 
A) online. 
B) in the back office. 
C) in the front office. 
D) in the region of direct interaction.

Question 8

In service operations,what must managers do to meet fluctuations in demand?

Accepted Answer

A) Build inventory 
B) Make product before realization of demand 
C) Rely on extra capacity 
D) Have 100% resource utilization 
A) Build inventory 
B) Make product before realization of demand 
C) Rely on extra capacity 
D) Have 100% resource utilization

Question 9

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

The answer of Service steps performed outside of the view...

Question 11

In a dentist's service operation,patient's teeth are

Accepted Answer

A) part of the physical facilities. 
B) customer input resources. 
C) information. 
D) service provider outputs. 
A) part of the physical facilities. 
B) customer input resources. 
C) information. 
D) service provider outputs.

Question 12

Use the information below to answer the following question(s).
A bank is opening a new location in a business district. They have to determine how many teller windows to have open during the busy lunchtime hour. The demand during this hour is forecast to be normally distributed with a mean of 23 customers and a standard deviation of 10 customers. The average business revenue generated from each customer is $25 and each customer takes an average of 5 minutes to be served. Tellers are paid an hourly wage of $20.
-What is the cost of insufficient capacity (i.e.insufficient number of teller windows open)(CU)?

Accepted Answer

A) $15.67 
B) $23.33 
C) $25 
D) $32.33 
A) $15.67 
B) $23.33 
C) $25 
D) $32.33

Question 13

Customer participation in the service delivery process is known as

Accepted Answer

A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing. 
A) coproduction. 
B) poka yoke. 
C) service recovery. 
D) independent processing.

Question 14

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 service time in number of students serviced per hour?

Accepted Answer

A) 20 
B) 45 
C) 60 
D) 90 
A) 20 
B) 45 
C) 60 
D) 90

Question 15

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

Accepted Answer

A) Sell facilities 
B) Lease more space 
C) Reduce service offerings 
D) Work overtime 
A) Sell facilities 
B) Lease more space 
C) Reduce service offerings 
D) Work overtime

Question 16

Some academicians state that services involve only intangible products/ elements.Do you agree with this statement? Why or why not?

Accepted Answer

Services refers to what we would more pr

Question 17

________ is the degree of customer involvement in the delivery of a service.

Accepted Answer

Customer i

Question 18

________ means the production of services occurs at roughly the same time as customer demand.

Accepted Answer

The answer of ________ means the production of services occurs...

Question 19

The process used to rectify service failures is called ________.

Accepted Answer

The answer of The process used to rectify service failures...

Question 20

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called as ________.

Accepted Answer

The answer of The optimal capacity level in newsvendor analysis...

In service systems,managers use capacity adjustments to meet fluctuations in demand.

Self-service retail checkout is an example of

What are the challenges a manager faces in managing service capacity? What approaches can a manager use for effective planning in such a scenario?

Service demand is typically

A tool used to evaluate the interactions between service providers and customers is called a ________.

What is unused capacity (at times of low demand)that is lost forever called?

In a service operation,processes that are buffered from the customer are typically performed

In service operations,what must managers do to meet fluctuations in demand?

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

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

In a dentist's service operation,patient's teeth are

Customer participation in the service delivery process is known as

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

Some academicians state that services involve only intangible products/ elements.Do you agree with this statement? Why or why not?

________ is the degree of customer involvement in the delivery of a service.

________ means the production of services occurs at roughly the same time as customer demand.

The process used to rectify service failures is called ________.

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called as ________.

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

In service systems,managers use capacity adjustments to meet fluctuations in demand.

Self-service retail checkout is an example of

What are the challenges a manager faces in managing service capacity? What approaches can a manager use for effective planning in such a scenario?

Service demand is typically

A tool used to evaluate the interactions between service providers and customers is called a ________.

What is unused capacity (at times of low demand)that is lost forever called?

In a service operation,processes that are buffered from the customer are typically performed

In service operations,what must managers do to meet fluctuations in demand?

In a service setting,physical facilities and equipment are somewhat more flexible than employees.

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

In a dentist's service operation,patient's teeth are

Customer participation in the service delivery process is known as

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

Some academicians state that services involve only intangible products/ elements.Do you agree with this statement? Why or why not?

________ is the degree of customer involvement in the delivery of a service.

________ means the production of services occurs at roughly the same time as customer demand.

The process used to rectify service failures is called ________.

The optimal capacity level in newsvendor analysis that can be used to make capacity decisions is called as ________.

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