CH7

How many common service configurations are shown in the service-system design matrix? Multiple choice question.

6

Which of the following could be considered examples of poka-yokes?

Color coding parts to prevent assembly errors. Designing connectors with a shape that only allows joining in the correct configuration.

True or false: Service systems with a high degree of customer contact are easier to manage and control.

False, The more the customer is involved in the process, the more likelihood for system variability and customer influence.

In a service system, arrivals can be drawn from what types of populations?

Finite Infinite

Select all that apply Which of the following are features of a service package? Multiple select question. Pricing options Information Facilitating goods Supporting facility

Information Facilitating goods Supporting facility

What is the term that refers to a process where customers wait in line for service?

Queuing system

Select all that apply When structuring the service encounter, the service-system design matrix uses which of the following to determine the degree of customer service contact? Multiple select question. Sustainable system Reactive system Permeable system Buffered Core

Reactive system Permeable system Buffered Core

Posting a sign with the proper customer greeting next to the cash register is what type of poka-yoke?

Visual contact method

The entries within the service-system matrix list the ways in which a service can be

delivered

A high degree of technology and total face-to-face customization requires workers to use more

diagnostic skills

In a queuing system, it is important to understand the condition of customers as they_________ the system because they may or may not rejoin the source population.

exit

True or false: Most waiting line problems that have a series of services can be solved manually as they are simple.

false

True or false: Services can be inventoried. True false question. True False

false

True or false: There is no difference in analysis for queues with infinite arrivals and ones with finite arrivals.

false

When a queue has a limited-size customer pool that will use the service, it has a(n) __________ population.

finite

Service systems with a_________ degree of customer contact are more challenging to control.

high or higher

When dealing with customer arrivals, a(n) _________ population is large enough that additions or subtractions of customers does not significantly affect the system probabilities.

infinite

When the customer pool is large enough that adding or removing customers who receive service does not affect system probabilities, the population is defined as

infinite

In the service-system design matrix, as the degree of customer contact increases, the production efficiency tends to become:

lower

Waiting lines are a factor that can be controlled by

managing arrival rates. managing service rates.

A pure platform business creates value by

managing transactions between customers and providers.

The arrival rate is the number of units per

period

Procedures that prevent mistakes from becoming service defects are known as

poka-yokes.

In addition to line length and number of lines__________discipline is a key factor in waiting line analysis.

queue

A flowchart of a service process, emphasizing what is visible and what is not visible to the customer is known as a

service blueprint.

A dominant issue in service design is

service capacity.

A bundle of goods and services provided by a firm is called a

service package.

a flowchart used to emphasize the importance of service process design.

service-blueprint

When managing a line, a manager must consider the trade-off between

the cost of providing more rapid service and the cost of waiting.

The group of potential customers for a queuing system is known as the

the source population

In services, the process and the product must be designed simultaneously. True false question.

true

True or false: The cost trade-off decision in the management of queues is often straightforward.

true

True or false: The output of a service process is intangible.

true: Services do not have physical dimensions that can be weighed or measured.

The most common arrival distribution observed in service systems is the ________ arrival distribution

variable

_________. __________business does not own inventory, they merely provide a means for

web platform

Select all that apply Which of the following are characteristics of a service process? Multiple select question. A service process involves some interaction with the customer. Service companies must expand rapidly to prevent copying by competitors. The output is intangible. The output can be stored for future use.

A service process involves some interaction with the customer. Service companies must expand rapidly to prevent copying by competitors. The output is intangible.

What term describes the expected number of customers that arrive each period?

Arrival rate

Which of the following would be considered poka-yokes?

Arrows that show the direction of traffic in a parking garage. A color coded template to assist the worker in assembly. Plugs that have 3 distinctively different prongs to prevent the operator from connecting a machine incorrectly.

Which of the following is not a way to manage queues?

Don't give customers information about what to expect.

Which of the following is a possible configuration of a reactive service system?

Face-to-face loose specs

What are some ways a manager can minimize the impact during long wait periods?

Have a voice recording announce the average wait times when customers call and offer a call back to those who choose not to wait. Allow customers with fewer items to use a special checkout line. Train the servers to be friendly to the customers.

For a queuing system with a single channel, a single phase, and with an exponential service time distribution, which waiting line model is appropriate?

Model 1 - Simple system

For a queuing system with a single channel, a single phase, and with a constant service time distribution, which waiting line model is appropriate?

Model 2 - Constant service time system

For a queuing system with multiple channels, a single phase, and with an exponential service time distribution, which waiting line model is appropriate?

Model 3 - Multichannel system

Which of the following is not a major component of a queuing system?

The distraction technique selected

Providing customers with a free show when they are waiting in line for an amusement park ride is an example of which technique to manage queues?

Trying to divert the customer's attention when waiting.

True or false: The addition or subtraction of a member of the population in a finite population affects the system probabilities.

True

When classifying services they can be grouped by? Multiple choice question. Who the customer is and the service being provided. Location of service facility and the service being provided. Who the customer is and the service delivery options. Who the customer is and the location of the service facility.

Who the customer is and the service being provided.

Unlike designing a product to sell, services

cannot be patented.

When the degree of customer contact is low, workers rely more heavily on

clerical skills.

Complex waiting lines that cannot be analyzed with simple formulas, can often be addressed through simulation.

computer

When the time between successive arrivals is always exactly the same, the arrival distribution is described as

constant

The term that refers to the physical presence of the customer in the system is known as Multiple choice question.

customer contact