Question 1

Which of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Accepted Answer

A) The process and product must be developed at the same time 
B) Many service organizations can change their service offerings virtually overnight 
C) Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization 
D) The service package,rather than a definable good is the output of the development process 
E) Service operations can be protected by patents,manufacturing operations can not 
A) The process and product must be developed at the same time 
B) Many service organizations can change their service offerings virtually overnight 
C) Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization 
D) The service package,rather than a definable good is the output of the development process 
E) Service operations can be protected by patents,manufacturing operations can not

Question 2

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Accepted Answer

A) True 
 B)False

Question 3

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False

Question 4

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is a characteristic of a well-designed service system?

Accepted Answer

A) Provides a unconditional service guarantee 
B) Each element of service system consistent with the operating focus of the firm 
C) The front end of the service encounter is equal to the back end 
D) It segments the pleasure for the customer 
E) It lets the customer control the process 
A) Provides a unconditional service guarantee 
B) Each element of service system consistent with the operating focus of the firm 
C) The front end of the service encounter is equal to the back end 
D) It segments the pleasure for the customer 
E) It lets the customer control the process

Question 6

Customer contact refers to creation of the service.

Accepted Answer

A) True 
 B)False

Question 7

In the service-system design matrix,what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"?

Accepted Answer

Low produc

Question 8

One characteristic of a well-designed service system is that it is cost-effective.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Accepted Answer

A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter 
A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter

Question 10

When recovering from a defective service encounter a botched task calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 11

An important aspect of service products is that they can not be inventoried.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is a generalization that can be used to guide in the design of service systems?

Accepted Answer

A) Services can not be inventoried 
B) Services are all similar 
C) Quality work means quality service 
D) Services businesses are inherently entrepreneurial 
E) Even service businesses have internal services 
A) Services can not be inventoried 
B) Services are all similar 
C) Quality work means quality service 
D) Services businesses are inherently entrepreneurial 
E) Even service businesses have internal services

Question 13

Which of the following is not an element of a good service guarantee?

Accepted Answer

A) Unconditional (no small print) 
B) The customer controls the process 
C) Easy to understand 
D) Easy to communicate 
E) Meaningful to the customer 
A) Unconditional (no small print) 
B) The customer controls the process 
C) Easy to understand 
D) Easy to communicate 
E) Meaningful to the customer

Question 14

11 When recovering from a defective service encounter a poor treatment from a server calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is considered a high-contact service operation?

Accepted Answer

A) On-line brokerage house 
B) Internet sales for a department store 
C) Physician practice 
D) Telephone life insurance sales and service 
E) Automobile repair 
A) On-line brokerage house 
B) Internet sales for a department store 
C) Physician practice 
D) Telephone life insurance sales and service 
E) Automobile repair

Question 16

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time 
A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time

Question 17

In the service-system design matrix,a face-to-face loose specs service encounter is expected to have which of the following?

Accepted Answer

A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of the above 
A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of the above

Question 18

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 19

It is not necessary that a well-designed service system be robust.

Accepted Answer

A) True 
 B)False

Question 20

Effective management of services requires a clear focus on understanding operations,so much so,that it may even require the exclusion of consideration of marketing or personnel.

Accepted Answer

A) True 
 B)False

Exam 8: Service Processes

Which of the following is not a major factor distinguishing service design and development from manufacturing design and development?

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Service strategy begins by integrating operations and strategy.

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Which of the following is a characteristic of a well-designed service system?

Customer contact refers to creation of the service.

In the service-system design matrix,what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"?

One characteristic of a well-designed service system is that it is cost-effective.

Which of the following is an alternative possible service encounter included in the service-system design matrix?

When recovering from a defective service encounter a botched task calls for material compensation.

An important aspect of service products is that they can not be inventoried.

Which of the following is a generalization that can be used to guide in the design of service systems?

Which of the following is not an element of a good service guarantee?

11 When recovering from a defective service encounter a poor treatment from a server calls for material compensation.

Which of the following is considered a high-contact service operation?

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

In the service-system design matrix,a face-to-face loose specs service encounter is expected to have which of the following?

The service-system design matrix identifies six forms of service encounters.

It is not necessary that a well-designed service system be robust.

Effective management of services requires a clear focus on understanding operations,so much so,that it may even require the exclusion of consideration of marketing or personnel.

Introduction to the Field

Operations and Supply Strategy

Project Management

Product and Service Design

Strategic Capacity Management

Process Analysis

Manufacturing Processes

Six Sigma Quality

Supply-Chain Strategy

Logistics and Facility Location

Lean Manufacturing

Operations Consulting Reengineering

Enterprise Resource Planning Systems

Demand Management and Forecasting

Aggregate Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Linear Programming Using the Excel Solver

Learning Curves

Job Design Work Measurement

Waiting Line Analysis

Process Capability and Spc

Simulation

Filters