BADM 375 Final Exam

False

Customer contact refers to creation of the service.

Assemble-to-order

Dell Computer's primary consumer business takes orders from customers for specific configurations of desktop and laptop computers. Customers must select from a certain model line of computer and choose from available parts, but within those constraints may customize the computer as they desire. Once the order is received, Dell assembles the computer as ordered and delivers it to the customer. What type of manufacturing process is described here?

Services can not be inventoried

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

Train your servers to be friendly.

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

Face-to-Face, Tight specs

A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process—neither the customer nor server has much discretion in how the service will be provided. As shown on the Service System Design Matrix, which type of service is being delivered?

Face-to-Face, tight specs

A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process—neither the customer nor server has much discretion in how the service will be provided. As shown on the Service System Design Matrix, which type of service is being delivered?

Single channel, single phase

A roller coaster ride in an amusement park employs which type of queuing system line structure

True

A service business is an organization whose primary business requires interaction with customers to produce the service.

False

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Environment Variation

An important difference between service and manufacturing operations is that customers introduce far more variability into the operations in a service system. Which of the following is not one of the basic types of variation that customers bring to a service system?

Environmental Variation

An important difference between service and manufacturing operations is that customers introduce far more variability into the operations in a service system. Which of the following is not one of the basic types of variation that customers bring to a service system?

More difficult

Are service operations with a high degree of customer contact more or less difficult to control than those with a low degree of customer contact?

It decreases

As the degree of customer contact increases in a service operation, what generally happens to the efficiency of the operation?

0.5 hour

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour. Using the infinite queuing notion for the models presented in the textbook, which of the following is the average service time?

True

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

None of these

A company is concerned about the number of customers who have to wait for service in its customer service department. Assume the rate at which customers are serviced is 12 per hour. Using the infinite queuing notion for the models presented in the textbook, which of the following is the mean time between arrivals?

low production efficiency

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

Low production Efficiency

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

High Production Efficiency

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Multichannel, single phase

Machine breakdown and repair in a 12-machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?

True

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

True

One characteristic of a well-designed service system is that it is cost-effective.

True

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

True

Services often take the form of repeated encounters involving face-to-face interactions.

Multichannel, single phase

Standing in line to buy a ticket for a movie where there are multiple windows at which to buy tickets is which type of queuing system line structure?

False

The customer is (or should be) the second most important focal point of all decisions in a service organization.

True

The service-system design matrix identifies six forms of service encounters.

Dependent Demand

To support the manufacture of desktop computers for their customers, Dell needs to order all the parts that go into the computer, such as hard drives, motherboards, and memory modules. Obviously the demand for these items is driven by the production schedule for the computers. What is the term used to describe demand for these parts?

Appraisal, prevention, internal failure, external failure

What are the four general categories of quality costs?

Define, Measure, Analyze, Improve, Control

What does the acronym DMAIC stand for?

In-Transit Inventory

What is the term used to refer to inventory while in distribution—that is, being moved within the supply chain?

Total Quality Management (TQM)

What term means managing the entire organization so that it excels on all dimensions of products and services that are important to customers?

Mail Contact

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

Patents cannot be obtained You cannot inventory service The process is part of the product

Which of the following are significant ways in which service systems differ from manufacturing systems?

The source population, how the customer exits the system, and the servicing system

Which of the following are the three major components of a queuing system?