Exam 5: The Service Delivery Process

Divesting an operation of different services and concentrating on providing only one or a few services in order to pursue a specialization position strategy is called:

(Multiple Choice)

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Question 21

Blueprints identify all of the following process steps except:

(Multiple Choice)

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Question 22

All of the following are examples of creating flexible capacity except:

(Multiple Choice)

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Question 23

The positioning strategy that increases complexity by adding more services and/or enhancing current services to capture more of the market is referred to as:

(Multiple Choice)

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Question 24

The place within an organization where its primary operations are conducted is called the:

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Question 25

Discuss the strategies available for new service development.

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Question 26

Based on the following cafeteria flowchart and the information provided in the table: a.What is the service cost per meal? b.If you were to add another station to fix the current bottleneck,where would you add it?c.How does this affect the service cost per meal? $Based on the following cafeteria flowchart and the information provided in the table: a.What is the service cost per meal? b.If you were to add another station to fix the current bottleneck,where would you add it?c.How does this affect the service cost per meal? \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 20 \text { secs. } & \$ 6 \\ \text { B } & 60 \text { secs. } & 7 \\ \text { C } & 120 \text { secs. } & 7 \\ \text { D } & 80 \text { secs. } & 7 \\ \text { E } & 60 \text { secs. } & 7 \\ \text { F } & 40 \text { secs. } & 8 \end{array} \end{array}$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 20 secs. \ 6 B 60 secs. 7 C 120 secs. 7 D 80 secs. 7 E 60 secs. 7 F 40 secs. 8

(Essay)

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Question 27

Production-lining a service operation can be achieved through:

(Multiple Choice)

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Question 28

Which of the following is an example of decoupling?

(Multiple Choice)

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Question 29

The manner in which "operational competitiveness" is embraced by various service firms can be described by all the following stages except:

(Multiple Choice)

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Question 30

Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. $Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 10 \text { secs. } & \$ 6 \\ \text { B } & 30 \text { secs. } & 7 \\ \text { C } & 60 \text { secs. } & 7 \\ \text { D } & 40 \text { secs. } & 7 \\ \text { E } & 30 \text { secs. } & 7 \\ \text { F } & 20 \text { secs. } & 8 \end{array} \end{array} -?Refer to Exhibit 5-1.If an extra counter is added at the bottleneck location,how many customers can the cafeteria process in an hour?$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 10 secs. \ 6 B 30 secs. 7 C 60 secs. 7 D 40 secs. 7 E 30 secs. 7 F 20 secs. 8 -?Refer to Exhibit 5-1.If an extra counter is added at the bottleneck location,how many customers can the cafeteria process in an hour?

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Question 31

Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. $Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 10 \text { secs. } & \$ 6 \\ \text { B } & 30 \text { secs. } & 7 \\ \text { C } & 60 \text { secs. } & 7 \\ \text { D } & 40 \text { secs. } & 7 \\ \text { E } & 30 \text { secs. } & 7 \\ \text { F } & 20 \text { secs. } & 8 \end{array} \end{array} -Refer to Exhibit 5-1.If an extra counter is located at the bottleneck location,what is the new service cost per meal?$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 10 secs. \ 6 B 30 secs. 7 C 60 secs. 7 D 40 secs. 7 E 30 secs. 7 F 20 secs. 8 -Refer to Exhibit 5-1.If an extra counter is located at the bottleneck location,what is the new service cost per meal?

(Multiple Choice)

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Question 32

A specialization positioning strategy is accomplished by:

(Multiple Choice)

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Question 33

Customers ultimately determine:

(Multiple Choice)

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Question 34

Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. $Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 10 \text { secs. } & \$ 6 \\ \text { B } & 30 \text { secs. } & 7 \\ \text { C } & 60 \text { secs. } & 7 \\ \text { D } & 40 \text { secs. } & 7 \\ \text { E } & 30 \text { secs. } & 7 \\ \text { F } & 20 \text { secs. } & 8 \end{array} \end{array} -Refer to Exhibit 5-1.Which of the following counters produces a maximum output per hour of 240 customers?$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 10 secs. \ 6 B 30 secs. 7 C 60 secs. 7 D 40 secs. 7 E 30 secs. 7 F 20 secs. 8 -Refer to Exhibit 5-1.Which of the following counters produces a maximum output per hour of 240 customers?

(Multiple Choice)

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Question 35

Define the fundamental components of a service blueprint.

(Essay)

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Question 36

Which of the following is NOT a step in the construction process of a service blueprint?

(Multiple Choice)

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Question 37

Discuss the relationship between operations and marketing as it pertains to developing service delivery systems.

(Essay)

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Question 38

Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. $Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 10 \text { secs. } & \$ 6 \\ \text { B } & 30 \text { secs. } & 7 \\ \text { C } & 60 \text { secs. } & 7 \\ \text { D } & 40 \text { secs. } & 7 \\ \text { E } & 30 \text { secs. } & 7 \\ \text { F } & 20 \text { secs. } & 8 \end{array} \end{array} -Refer to Exhibit 5-1.Where is the bottleneck located in this example?$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 10 secs. \ 6 B 30 secs. 7 C 60 secs. 7 D 40 secs. 7 E 30 secs. 7 F 20 secs. 8 -Refer to Exhibit 5-1.Where is the bottleneck located in this example?

(Multiple Choice)

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Question 39

Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. $Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E. \begin{array}{c} \begin{array} { c c c } &\text { INFORMATION TABLE }\\ \text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \\ \text { A } & 10 \text { secs. } & \$ 6 \\ \text { B } & 30 \text { secs. } & 7 \\ \text { C } & 60 \text { secs. } & 7 \\ \text { D } & 40 \text { secs. } & 7 \\ \text { E } & 30 \text { secs. } & 7 \\ \text { F } & 20 \text { secs. } & 8 \end{array} \end{array} -Refer to Exhibit 5-1.What is the process time for Counter E?$ INFORMATION TABLE Counter(s) Activity Time Wage per Person per Hour A 10 secs. \ 6 B 30 secs. 7 C 60 secs. 7 D 40 secs. 7 E 30 secs. 7 F 20 secs. 8 -Refer to Exhibit 5-1.What is the process time for Counter E?

(Multiple Choice)

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Question 40

Showing 21 - 40 of 41

Divesting an operation of different services and concentrating on providing only one or a few services in order to pursue a specialization position strategy is called:

Blueprints identify all of the following process steps except:

All of the following are examples of creating flexible capacity except:

The positioning strategy that increases complexity by adding more services and/or enhancing current services to capture more of the market is referred to as:

The place within an organization where its primary operations are conducted is called the:

Discuss the strategies available for new service development.

Production-lining a service operation can be achieved through:

Which of the following is an example of decoupling?

The manner in which "operational competitiveness" is embraced by various service firms can be described by all the following stages except:

A specialization positioning strategy is accomplished by:

Customers ultimately determine:

Define the fundamental components of a service blueprint.

Which of the following is NOT a step in the construction process of a service blueprint?

Discuss the relationship between operations and marketing as it pertains to developing service delivery systems.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

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