OPER 3100 QUIZ

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Self service approach

Which of the following approaches to service design involves the customer to the greatest extent in providing a service(in effect making them "a partial employee")?

Mail Contact

which of the following are alternative possible service encounters included in the service system design matrix?

customer contact

Which of the following refers to the physical presence of the customer in a service system?

make to stock

a system that produces high volumes of standardized product

More Difficult

are service operations with high customer contact more or less difficult to control?

manufacturing cell

dedicated area where a group of similar products are produced

It decresases

degree of customer contact increases in service operation, what happen to efficiency?

project

A temporary endeavor undertaken to create a unique product, service, or result.

False

(T or F) The service system design matrix identifies five alternative forms of service encounters

True

(T or F) The service system design matrix identifies six forms of service encounters

True

(T or F) services often take the form of repeated encounters involving face to face interactions

True

(T or F) Every service has a service package which is defined as a bundle of goods and services that is provided in some environment. The service package rather than a defined good, constitutes the major output of the development process.

true

(T or F) It is difficult to separate the operations management functions from marketing in services

assemble to order

Combine a number of preassembled modules to meet a customer's specifications

The the T's of Poka yokes

Tasks,Treatment, Tangible

Services cannot be inventoried

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

engineer to order

Work with the customer to design and then make the product

service business

a business that performs an activity for a fee

break-even analysis

a method of determining what sales volume must be reached before total revenue equals total costs

continuous process

a production process in which long production runs turn out finished goods over time

assembly line

Production method that breaks down a complex job into a series of smaller tasks

self service approach

one of the three approaches to delivering on site service is _____________.

work center

section in a kitchen that has been designed around a specific activity

poka-yokes

simple methods incorporated into a production process designed to eliminate or greatly reduce errors

lean manufacturing

the production of goods using less of everything compared to mass production


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