Chapter 12 SCM
Blended delivery (low and high customer contact systems)
restaurant
Structured queue
set in a fixed position
Balking occurs when customers decide to leave the queue after some length of waiting time in the queue True False
False
Explicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects True False
False
Implicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel True False
False
The optimal capacity utilization for a service organization is 100% Incorrect answer: True False
False
Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Entertailment facilities True False
False; Eateretainment
Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant Single channel, multiple phase Multiple channels, multiple phase Multiple channels, single phase Single channel, single phase
Single Channel, Multiple Phase
True / false: The delivery of services can be expressed as a continum with mass produced, low customer contact systems at one end, and highly customizable, high- customer contact systems at the other end
True
Differentiation
Unique services created based on customer input and feedback unique services competitors don't offer
to minimize the cost of hiring and laying off employees, strategies to deal with periods of high demand:
Using cross trained: employees that can help on the task that is busy at the moment part-time employees "hidden employees" (self check out) technology scheduling policies (nurses have to work alternating holidays)
Edutainment
activities that merge entertainment with educational experiences (Epcot Center, Liberty Science Center)
State Utility Services
directly involve things owned by the customer ex: car repair, dry cleaning, haircut, healthcare
if capacity exceeds demand:
do other jobs do training or cross training use demand management (happy hours: keep people coming in during non-peak hours)
Mobile queue
formed virtually with technology
Facility and equipment
location, layout, architectural appropriateness, equipment, decoration ex: ATM's
unstructured queue
people form queues somewhat informally
implicit services
attitude of the servers, atmosphere, waiting time, status, privacy, security, and convenience
Chase Demand Strategy
capacity varies with demand ex: open up additional line(s), call in additional off-shift workers to meet increased demand
Eatertainment
combines restaurant and entertainment elements (medieval times, rainforest cafe)
Entertailing
combines retail with entertainment elements (Mall of America has a Ferris wheel, rock climbing wall, fashion shows)
queue management
control the flow and priorization of people expecting to receive a service
explicit services
Availability and access to the service, consistency of service performance, comprehensiveness of the service and training of service personnel ex: safe deposit boxes, loans
All of the following are dimensions of service quality, EXCEPT? Correct answer: Insurance Tangibles Responsiveness Empathy
Insurance
Cost Leadership
Large capital investment in state-of-the art equipment and significant efforts to control and reduce costs. Bring in new technology to reduce cost with large investment
Focus
Serve a narrow niche better than other firms ex: personal grocery shopper, mechanic specializing in Volvo or Porsche
what are the four primary activities of service response logistics
Service capacity Waiting times Distribution Strategy Service Quality
Which one of the following is NOT one of the Five Dimensions of Service Quality? Serviceability Empathy Assurance Tangibles
Serviceability
Which of the following statements describing how supply chain management in the service industry differs from supply chain management in the manufacturing industry, is NOT correct? Customers are much more directly involved in the service industry Services are generally not tangible Quality is assessed differently in the service industry There is a lower ratio of labor to materials in the service industry
There is a lower ratio of labor to materials in the service industry
A service bundle includes explicit services, facilities and equipment, facilitating goods, and implicit services True False
True
How does SCM in the service industry differ from SCM in manufacturing
Services are generally not tangible Customers are much more directly involved in the service industry Quality is assessed differently in the service industry There is a much higher ratio of labor to materials in the service industry Services are largely provided very near where customers are located and heavily impacted by location decisions.
End Product Services
offer tangible components along with the service component ex: restaurants; food along with the dining service
Pure Services
offer very few or no tangible products to customers ex: consulting, storage facilities, training / education
high end customer contact systems
personal shopper hair stylish financial manager They need to know a lot about you in order to execute the job correctly
Facilitating goods
tangible elements that are used or consumed by the customer or the service provider along with service provided
What is the difference between goods and services
cannot be inventoried, produced and consumed simultaneously Unique to the customer High customer interaction Decentralized; must be located near customer base (Need multiple locations)
Level demand strategy
capacity remains constant regardless of demand ex: one line instead of many lines at a bank or at McDonald's so its 1st come, 1st serve
service capacity
the number of customers per day, per shift, per hour, per month, or per year, that the company's service system is designed to serve its the number of customers that the service provider can service at any one time
low customer contact systems
ticket kiosk vending machine automated teller machine
if demand exceeds capacity, three alternatives:
turn customers away make them wait increase service capacity
Balking
when a customer refuses to join the queue
reneging
when customers decide to leave the queue (already in line)