Exam 2

Which of the following are the aspects of the service encounter that Chase and Dasu suggest applying behavioral concepts? Select all that apply.

-The flow of time. -The flow of the service experience -Judging encounter performance

Service package

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

Web platform business

A firm that creates value by enabling the exchange of information and processing of transactions between consumers and providers of a service or product.

Continuous process

A process that converts raw materials into finished product in one continuous process.

Assemble-to-order

A production environment where preassembled components, subassemblies, and modules are put together in response to a specific customer order.

Make-to-stock

A production environment where the customer is served "on-demand" from finished goods inventory.

Make-to-order

A production environment where the product is built directly from raw materials and components in response to a specific customer order.

Assembly line

A setup in which an item is produced through a fixed sequence of workstations, designed to achieve a specific production rate.

Project layout

A setup in which the product remains at one location, and equipment is moved to the product.

Dell'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 they 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?

Assemble-to-order

This accommodation strategy requires customers to engage in more self-service, use reservation systems, or adjust their expectations;

Classic reduction

The variation introduced by the customer into a service process causes a trade-off between which of the following?

Cost and quality

Which of the following is not a strategic use of the service-system matrix?

Determining worker skills needed to deliver the service

Operationally, which of the following distinguishes one service system from another?

Extent of customer contact

In regards to the service package, the material purchased or consumed by the buyer or the items provided to the customer.

Facilitating goods

T/F: Based on the characteristics of your product, you might adopt a make-to-stock strategy or a make-to-order strategy.

False

Manufacturing cell

Groups dissimilar machines to work on products that have similar shapes and processing requirements.

Engineer-to-order

Here the firm works with the customer to design the product, which is then made from purchased material, parts, and components.

The customer order decoupling point determines the position of what in the supply chain?

Inventory

A low-volume process that produces customized products is called a:

Job shop

A type of process that creates one-of-a-kind products is: (Choose all that apply)

Job shop and project

Which of the following is not an element of the service triangle?

Maintenance

Which type of firm invests in lean manufacturing programs in order to improve customer service levels for a given inventory investment?

Make-to-stock

Workcenter

Often referred to as a job shop, a process structure suited for low-volume production of a great variety of nonstandard products. Workcenters sometimes are referred to as departments and are focused on a particular type of operation.

Information

Operation data or information that is provided to the customer, to enable efficient and customized services. Examples include detailed descriptions of the items offered, tee off times, weather reports, medical records, seat preferences, and item availability.

Implicit services

Psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service. Examples are the status of a degree from an Ivy League school, the privacy of a loan office, a and worry free auto repair.

What is the first of the three simple steps in the high-level view of manufacturing?

Sourcing the parts we need

Explicit services

The benefits are readily observable by senses and that consist of the essential or intrinsic features of the service. Examples are the response time of an ambulance, air-conditioning in the hotel room, and a smooth-running car after a tune-up.

Facilitating goods

The material purchased or consumed by the buyer or the items provided to the customer. Examples are golf clubs, skis, beverages, auto parts, and services sold by the firm.

high degree of customer contact

The physical presence of the customer in the system and the percentage of time the customer must be in the system relative to the total time it takes to perform the service.

low degrees of customer contact

The physical presence of the customer in the system and the percentage of time the customer must be in the system relative to the total time it takes to perform the service.

Supporting facility

The physical resources that must be in place before a service can be offered. Examples are an Internet website, a course, a ski lift, an airline, and an auto repair facility.

Lead time

The time needed to respond to a customer order.

Lean manufacturing

To achieve high customer service with minimum levels of inventory investment.

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

True

True or false: The customer order decoupling point is where inventory is positioned in the supply chain

True -Reason: A key concept in manufacturing processes is the customer order decoupling point which determines where inventory is positioned to allow processes or entities in the supply chain to operate independently.

Customer order decoupling point

Where inventory is positioned in the supply chain

Fill in the blank: The __________is the focal point of all decisions and actions of the service organization.

customer

Many service organizations can change their service __________ virtually overnight.

offerings

Process selection

refers to the strategic decision of selecting which kind of production process to use to produce a product or provide a service.

One bank customer interpreting a teller addressing her by her first name as a sign of warmth, while another customer feels that such informality is unbusinesslike is an example of

subjective preference variability

Fill in the blank: In the make-to-order and engineer-to-order environments, the customer order decoupling point could be in either raw materials at the manufacturing site or possibly even with the _________inventory.

supplier