GB 320 Unit 2

_____ should begin immediately after a service upset occurs and when the customer is visibly upset.

Service recovery

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing?

Spacial layout and functionality

Which of the following is an advantage of pull systems?

They minimize inventory and production costs.

Which of the following is a disadvantage of push systems?

They result in higher costs when forecasting sales is difficult.

Supply chain optimization includes minimizing the total costs of manufacturing and transportation.

True

Which of the following is a difference between flow shops and job shops?

Unlike flow shops, job shops require frequent machine changeovers and delays.

In the context of service-delivery system design, which of the following establishments depends on good location decisions?

a health club

At Blyrie Apparels, the apparel stocks in the firm's outlets are changed every week. This is based on the changing fashion preferences of its customers. Its managers also coordinate in real-time among its other stores and satisfy its customers' requirements. In this case, Blyrie Apparels most likely uses _____.

a responsive supply chain

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design:

focuses on implementation

In the context of service-encounter design, high-contact systems would most commonly be found in:

front office operations

The bottom of a House of Quality identifies the technical features that:

have the strongest relationships to customer requirements.

In the context of quality function deployment, one of the first steps to build the House of Quality is to:

identify the technical features of the design of the product.

Management strategies to improve process designs of services focus on:

increasing product and service quality by reducing defects and service upsets.

Unlike firms that outsource, firms engaged in offshoring:

maintain ownership of the facility in another country.

_____ are generally produced and delivered as one of a kind or in small quantities, and are designed to meet specific customers' specifications.

make-to-order goods

One advantage of a distributive system, such as blockchain technology, is that:

no single individual or organization has total control of the information

_____ are configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set.

option goods

A _____ is the beginning or end of a process.

process boundary

A _____ is a characterization of product growth, maturity, and decline over time.

product life cycle

_____ are large-scale, customized initiatives that consist of many smaller tasks and activities that must be coordinated and completed to finish on time and within budget.

projects

A _____ produces only what is needed at upstream stages in the supply chain in response to customer demand signals from downstream stages.

pull system

In the context of service-encounter design, giving discounts to employees is a form of _____.

recognition

Greyon Suits, a company that specializes in making hand-made suits, moved its sourcing and operations from Lumeria back to its home country. This led to easier management and decreased carbon footprint. In this case, Greyon Suits is involved in _____.

reshoring

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the _____.

tolerance

All processes and functional areas participate in the reengineering efforts of a firm.

true

Non-value-added activities in a process design can be eliminated by:

using value stream mapping

The "Wi" typically used in the numerator and denominator of the center-of-gravity equations represents the__________.

volume of goods or services moved to or from location i

Rues and West Inc. is an automobile manufacturing firm. It produces and assembles all the parts of automobiles in its factory and, later, ships the finished products to its storehouses. The managers at the storehouses distribute the goods to wholesalers. Customers then buy the products from the wholesalers. In this scenario, the push-pull boundary for Rues and West Inc. is at the _____.

wholesalers

Which of the following is true of Energy Star-certified products?

They exert less demand on electrical power plants.

_____ is a noneconomic factor in location decisions.

Availability of labor

_____ is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

Design for Environment

_____ refers to acquiring capabilities toward distribution, or even customers.

Forward integration

Which of the following is true of the House of Quality?

It contains key selling points and features.

Which of the following statements is true of a process map?

It documents how work either is or should be accomplished.

Which of the following statements is true of a responsive supply chain?

It works best when product life cycles are short and change often because of innovation.

_____ are organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers.

Job shop processes

_____ is the process of having suppliers provide goods and services that were previously provided internally.

Outsourcing

_____ is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model.

Prototype testing

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

Strategic mission and competitive priorities

In location decision process, which of the following factors are considered in local site location decision?

Sustainability issues

Which of the following statements is true of the service-positioning matrix (SPM)?

The SPM helps management design a service system that best meets the technical and behavioral needs of customers.

Which of the following is true of reengineering?

The goal of reengineering is to achieve quantum leaps in performance.

At which of the following stages are the perceptions of a firm and its goods and services created?

The service-encounter design stage

Which of the following is true of flow shop processes?

They are organized around a fixed sequence of activities and process steps.

Which of the following is true of custom goods?

They are produced on demand.

Identify a true statement about responsive supply chains.

They are supported by information technology that provides real-time information to managers across the supply chain.

A firm that specializes in certain types of goods-producing activities, such as customized design, manufacturing, assembly, and packaging, and works under contract for end users is called a _____.

contract manufacturer

The critical differences between the designs of goods and services lie in the:

detailed product and process design phases.

A _____ is a symbol used in process maps to denote an input or arrival into a process.

double-headed arrow

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

empowerment

Utilization is the average time taken to complete one cycle of a process.

false

An automobile emissions testing center has six inspectors and tests 50 vehicles per hour. Each inspector can inspect 12 vehicles per hour. How many inspectors would the center require to have a target utilization of 90 percent? Round your answer up to the next whole number.

five

In the context of process design, _____ is defined as the ability to produce the right types and amounts of products as customer demand or preferences change.

flexibility

A difference between efficient supply chains and responsive supply chains is that responsive supply chains _____.

focus on flexibility and responsive service

The _____ of the House of Quality shows the interrelationships between any pair of technical features.

roof

In location decision process, community location decision involves:

selecting a specific city in which to locate.

The center-of-gravity method is often used to locate _____.

service facilities

The _____ provides the behavioral setting where service encounters take place.

servicescape

In the context of the servicescape, in the service-delivery system design, building footprints are examples of:

spatial layout and functionality.

In a process design, a _____ is a specific unit of work required to create an output.

task