Study Guide 009

Customers arriving at times when there are not enough service providers

Arrival variability

A patient being unable to explain symptoms to doctor

Capability variability

Refers to the physical presence of the customer in a service system

Customer contact

The physical presence of the customer in the system (could be individuals or other businesses)

Customer contact

Shoppers not bothering to put their shopping carts in a designated area in a supermarket parking lot.

Effort variability

Line that separates all service activities that are visible to the customer from those that are not visible

Line of visibility

In the service-system design matrix, a face-to-face total customization service encounter is expected to have

Low production efficiency

Special help or service that someone gives you

Personal attention

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

Physician practice

Travelers requesting a room with a view

Request variability

System in which employees have online access to information about HR issues and go online to enroll themselves in programs and provide feedback through surveys

Self-service

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Self-service

Mail contact, internet and on-site technology, phone contact, face-to-face tight specs, face-to-face loose specs, face-to-face total customization.

Service system design matrix

The customer is the center of the service strategy, the systems, and the employees who serve him/her.

Service triangle

The process and the product must be developed simultaneously. - The process is the product. Must be developed simultaneously. The process is the product. - A service operation lacks the legal protection commonly available to products (e.g. no patents) - The service package constitutes the major output of the development process. - Many parts of the service package are defined by the training individuals receive - Many service organizations can change their service offerings virtually overnight.

Service vs Product design

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

Services cannot be inventoried

Each element of the service system is consistent with the operating focus of the firm. - Is user-friendly - It is robust - It is structured so that consistent performance by its people and systems is easily maintained. - It provides effective links between the back office and the front office - It manages evidence of service quality so that customers see the value of service provided - It is cost-effective

Seven characteristics of well designed service system

Interpreting service action differently

Subjective preference variability

What are the physical resources that must be in place before a service can be offered called?

Supporting facility

Using the assembly-line balancing procedure, which of the following is the required cycle time in f the production time in minutes per day is 1,440 and the required output per day in units is 2000? a) 0.72 b) 1.388 c) 250 d) 500 e) Cannot be determined

a) 0.72

Using the assembly-line balancing procedure, which of the following is the theoretical minimum number of workstation if the task times for the six tasks that make up the job are 4,6,7,2,6, and 5 minutes, and the cycle time is 10 minutes? a) 3 b) 5 c) 6 d) 8 e) None of the above

a) 3

Some suggestions for a good layout for manufacturing and back-office operations include which of the following? a) Backtracking kept to a minimum b) Plenty of interstage materials storage to avoid starving downstream workstation c) WorkStation separated so operators don't spend time socializing d) Adequate waiting facilities e) None of the above

a) Backtracking kept to a minimum

Which of the following is not considered an input to the layout decision in facility layout analysis? a) Cost per square foot alternative facilities b) Space requirement for the elements in the layout c) Specification of objectives and corresponding criteria to be used to evaluate the design d) Estimates of product or service demand on the system e) Processing requirements in terms of the number of operations and the flow between elements in the layout

a) Cost per square foot alternative facilities

Benefits that are observable by the sense, e.g. ambulance response time, a/c in hotel room, smooth-running car after tune-up.

a) Explicit services

The material purchased by the buyer or the items provided to the customer, e.g. golf clubs, skis, beverages, car parts

a) Facilitating goods b) Data provided by the customer, e.g. tee-off times, weather reports, medical records, seat preferences, part availability c) information

Psychological benefits the customer may sense only vaguely, e.g. privacy of loan office, worry-free auto repair

a) Implicit services

In the design of retail service layouts, the term "ambient conditions" could refer to which of the following? a) Temperature b) How much money a customer spends c) How long the customer stays d) Employee morale e) Customers perception of the service

a) Temperature

You have just determined the actual number of workstations that will be used on an assembly line to be 6 using the assembly-line balancing procedure. The cycle time of the line is 5 minutes, and the sum of all tasks required on the line is 25 minutes. Which of the following is the correct value for the resulting lines efficiency. a) 0.500 b) 0.822 c) 0.973 d) 0.990 e) None of the above

b) 0.822

Which of the following would you expect to see in manufacturing cell layout? a) Large teams who collectively do a small part of a finished product b) A small team of workers who turn out complete units of work c) More in-process inventory d) Long production setup times e) None of the above

b) A small team of workers who turn out complete units of work

Which of the following is not a basic type of production layout format? a) Workcenter b) Process layout c) Manufacturing cell layout d) Project layout e) Assembly line

b) Process layout

You have just determined the actual number of workstation that wil be used on assembly line to 8 using the assembly-line balancing procedure. The cycle time of the lien is 10 minutes and the sum of all tasks required on the line is 60 minutes. Which of the following is the correct value for the resulting lines efficiency? a) 0.500 b) 0.650 c) 0.750 d) 0.850 e) None of the above

c) 0.750

Using the assembly-line balancing procedure, which of the following is the theoretical minimum number of workstations if the task times for the eight tasks that make up the job are 7,4,7,8,9,4,3, and 6 minutes, and the cycle time is 8 minutes? a) 3 b) 4 c) 5 d) 8 e) None of the above

c) 5

Using the assembly-line balancing procedure, which of the following is the required cycle time in minutes per unit if the daily production time is 480 minutes and the required daily output is 50 units? a) 0.104 b) 50 c) 9.6 d) 480 e) Cannot be determined from the information given

c) 9.6

Which of the following basic types of production layout format is one in which equipment or work processes are arranged according to the progressive steps by which the product is made? a) Job-shop layout b) Functional layout c) Assembly line layout d) Group technology layout e) Process layout

c) Assembly line layout

Which of the following basic types of production layout format is one in which similar equipment or functions are grouped together? a) Production line layout b) Assembly line layout c) Workcenter layout d) Group technology layout e) Manufacturing cell layout

c) Workcenter layout

Which of the following is not among suggestions for a good layout for manufacturing and back-office operations? a) Production time predictable b) Straight-line flow pattern c) Open plant floors so everyone can see what is happening d) Bright colored walls and good lighting e) Workstations close together

d) Bright colored walls and good lighting

Which of the following is not a step in developing a manufacturing cell layout? a) Grouping parts into families that follow a common sequence of steps b) Identifying dominant flow patterns of parts families as a basis for location of processes c) Physically grouping machines and processes into cells d) Disposing of leftover machinery and outsourcing ungrouped processes e) None of the above.

d) Disposing of leftover machinery and outsourcing ungrouped processes

In the design of retail service layouts, the term "ambient conditions" could refer to which of the following? a) Signs b) Symbols c) Aircrafts d) Lightning e) Speed of service

d) Lightning

When balancing an assembly line, which of the following is not a way to reduce the longest task time below the required workstation cycle time? a) Upgrade the equipment b) Assign a roaming helper to support the line c) Split the task between two workstations d) Speed up the assembly line transfer mechanism e) Use more skilled worker

d) Speed up the assembly line transfer mechanism

Which of the following is a basic type of production layout format? a) Process flow diagram b) Workcell center c) Systematic plan d) Simo charts e) Manufacturing cell

e) Manufacturing cell

Which of the following is not benefit of a manufacturing cell layout? a) Better human relations b) Improved operator expertise c) Less in-process inventory and material handling d) Faster production set up e) Reduced cost

e) Reduced cost

In the design of retail service layouts, the term "ambient conditions" does not refer to which of the following? a) Noise level b) Music c) Lighting d) Scent e) Staffing

e) Staffing

A bundle of goods and services that is provided in some environment

service package