Week 5 Test
The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.
True
A good forecaster is one who develops special skills and experience at one forecasting technique and is capable of applying it to widely diverse situations.
False
Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.
False
It is difficult to identify the trend in time series data.
False
It is not necessary that a well-designed service system be robust.
False
The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.
False
The "service blueprint" is a classification of services.
False
There are no differences in strategic and tactical forecasting. A forecast is a mathematical projection, and its ultimate purpose should make no difference to the analyst.
False
Which of the following forecasting methodologies is considered a qualitative forecasting technique?
Market research
Which of the following is used to describe the degree of error?
Mean absolute deviation
In general, which forecasting time frame compensates most effectively for random variation and short-term changes?
Short-term forecasts
Which of the following forecasting methodologies is considered a time series forecasting technique?
Simple moving average
A restriction is using linear regression is that is assumes the past data and future projections fall on or near a straight line.
True
An explicit service is readily observable by the senses.
True
Cyclical influences on demand may come from occurrences such as political elections, war, or economic conditions.
True
In a forecasting model using simple moving average, the shorter the time span used for calculating the moving average, the closer the average follows volatile trends.
True
In exponential smoothing, it is desirable to use a higher smoothing constant when forecasting demand for a product experiencing high growth.
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
A company has actual unit demand for four consecutive years of 100, 105, 135, and 150. The respective forecasts were 120 for all four years. Which of the following is the resulting MAD value that can be computed from these data?
20
Which of the following is an alternative possible service encounter included in the service-system design matrix?
Internet
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
Which of the following forecasting methods is very dependent on selection of the right individuals who will judgmentally be used to actually generate the forecast?
NOT SIMPLE MOVING AVERAGE
Which of the following forecasting methods uses executive judgment as its primary component for forecasting?
Panel consensus
Which of the following considerations is not a factor in deciding which forecasting model a firm should choose?
Product
Which of the following is one of the three contrasting approaches to delivering on-site service?
Production-line approach
