Operations Test 3

service package

a bundle of goods and services that is provided in some environment. 5 Features: 1. Supporting facility 2. Facilitating goods 3. Information 4. Explicit services 5. implicit services

service guarantees

a promise of service satisfaction backed up by a set of actions that must be taken to fulfill the promise

what is the term used for the situation where a potential customer arrives at a service operation and decided to leave upon seeing a long line?

balking a customer who arrives with the intention on entering the system, but never does because of the length oof the line, is said to have balked.

as the degree of customer contact increases in a service system, what worker skills would be more important, clerical skills or diagnostic skills?

diagnostic skills as the level of customer contact increases, the variability in the process increases, requiring employees to be able to diagnose and react to different customer needs and expectations. This, diagnostic skills become more important as the level of customer contact increases

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 there are number of types of variation that a customer brings into a service system: arrival variability, request variability, capability variability, effort variability, and subject preference variability. Customers would not have an impact on the environment of the system.

a ride at an amusement park is an example is an example of a service operation where there is a direct contact between the customer and server but very 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 definitely face-to-face encounter. The lack of discretion in how to provide the service makes this process a good example of a face-to-face, tight specs service system

what is the most commonly used priority rule for setting queue discipline, likely because it is seen as most fair?

first- come, firs-served

manufacturing cell

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

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

it decreases customers bring increased uncertainty and variation into the service system through their direct interaction with the system. The greater the level of interaction, the higher the level of uncertainty and variation, which decreases efficiency. Therefore, as the level of customer contact increases, efficiency decreases

Project Layout

A setup in which the product remains at one location, and equipment is moved to the product. ex: construction sites and movie lots one can be a work center and the other can be an assembly line

Systematic layout planning (SLP)

A technique for solving process layout problems when the use of numerical flow data between departments is not practical. The technique uses an activity relationship diagram that is adjusted by trial and error until a satisfactory adjacency pattern is obtained.

assembly line

(flow-shop layout) a setup in which an item is produced through a fixed sequence of workstations, designed to achieve a specific production rate.

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

- the service itself cannot be patented - process is part of the product - you cant inventory service

In manufacturing layout design, the key concern is the resulting efficiency of the operation. In retail service operations, what is the primary concern or objective?

Maximizing net profit per square foot of store space In designing a stores layout, the objective is to use minimum space in such a way to maximize net profit achieved per square foot of space.

What is the term used for the bundle of goods and services that are provided in some environment by every service operation?

Service Package All service systems provide some combination of service and goods in a certain environment that the customer interacts with to some degree. This total combination is referred to as the service package.

what are 3 terms used to describe the parts of a service operation that have social significance ?

Sign, symbols and artifacts certain aspects of a buildings design can have an impact on how customers perceive the operation and the employees. These are referred to as signs, symbols, and artifacts

High and low 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.

Workstation cycle time

The time between successive units coming off the end of an assembly line.

flowcharts are a common process design and analysis tool used in both manufacturing and services. What is a key feature on flowcharts used in service operations that differentiates between the front- office and back-offcie aspects of the system?

line of visibility a characteristic of good service design is to keep back-office operations out of sight of the customer. On a flowchart, the seperation between front- and back-office operations is shown with the line of visibility

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?

more difficult Customers bring increased uncertainty and variation into teh service system through their direct interaction with the system. The greater the level of interaction, the higher the level of uncertainty and variation. Therefor, systems with high levels of customer contact are more difficult to control than those with low levels of customer contact.

Workcenter (job shop)

often referred to as a job shop, a process structure that suited for low-volume production of a great variety of nonstandard products. often referred to as departments and are focused on a particular type of operation most common approach is to arrange work centers consisting of like processes in a way that optimizes their relative placement. typical in hospitals

a psychological therapist treats patients according to their individual needs. Patients are all treated in the same office on a scheduled basis. Each patients treatment is developed and customized for the individual according to the therapists professional training, which of the contrasting service designs in the chapter would best describe the therapists service operation?

personal attention approach this type of customized service focusing on the individual customers needs is a good example of personal attention service design

poka-yokes

procedures that prevent mistakes from becoming defects. commonly found in manufacturing but also can be used in service processes.

What is the term used to refer to the physical understandings in which service operations occur and how these surroundings affect customers and employees?

servicescape the physical surroundings in a service business have a direct effect on customers. The term servicescape refers to this concept.

what are the "three Ts" relevant to poka-yokes in service systems?

tasks to be done, treatment of the customer, tangible features of the service facility in working to fail- safe a service process, you need to consider the task to be done, how the customer is treated, and the tangible or environmental features of the service facility

service blueprint

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

Precedence Relationship

the order in which tasks must be performed in the assembly process

assembly line balancing

the problem of assigning tasks to a series of workstations so that the required cycle time is met and idle time is minimized

the exponential distribution is often used to model what in queuing system?

the time between arrivals and service completions the exponential distribution is commonly used to model both customer service times and the time between customer arrivals to a system. though related to the exponential distribution, the number of customers to arrive in an hour is modeled by the Poisson distribution