OPER 3100 QUIZ
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
