Supply Chain- CH. 9

Data provided by the customer

Information

A patient being unable to explain symptoms to doctor

Capability variability

customers interact in an open environment.

Pure virtual customer contact

Travelers requesting a room with a view

Request variability

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

Service package

Which of the following is an alternative possible service encounter included in the service-system design matrix? A. Face-to-face distance B. Internet C. Questionnaire response D. Automated teller (ATM) E. Response card encounter

B

Which of the following is not a strategic use of the service-system design matrix? A. Enabling systematic integration of operations and marketing strategy B. Design of the service package C. Comparing how other firms deliver specific services D. Indicating evolutionary or life cycle changes that might be in order as the firm grows E. Clarifying exactly which combination of service delivery the firm is in fact providing

B

Which of the following is not an element of a good service guarantee? A. Unconditional (no small print) B. The customer controls the process C. Easy to understand D. Easy to communicate E. Meaningful to the customer

B

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes? A. Task B. Time C. Teamwork D. Trust E. Talent

A

Which of the following are alternative possible service encounters included in the service-system design matrix? A. Mail contact B. Warranty C. Sales call D. Field service E. None of these

A

Which of the following is a characteristic that can be used to guide the design of service systems? A. Services cannot be inventoried. B. Services are all similar. C. Quality work means quality service. D. Services businesses are inherently entrepreneurial. E. Even service businesses have internal services.

A

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of these

B

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? A. Low sales opportunity B. Low production efficiency C. High production efficiency D. Low degree of customer/server contact E. None of these

B

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service? A. Ritz-Carlton Hotel Company B. McDonald's Corporation C. Prudential Insurance Company D. Southwest Airlines E. Citibank

B

Which of the following is a characteristic of a well-designed service system? A. Provides an unconditional service guarantee. B. Each element of service system is consistent with the operating focus of the firm. C. The front end of the service encounter is equal to the back end. D. It segments the pleasure for the customer. E. It lets the customer control the process.

B

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development? A. The service process and service product can be developed independently. B. The service package has the same legal protection available to manufactured goods. C. The service package is the major output of the development process. D. Manufacturing is far more capital intensive than services. E. Capacity decisions are much more critical in manufacturing operations.

C

Which of the following is considered a high-contact service operation? A. On-line brokerage house B. Internet sales for a department store C. Physician practice D. Telephone life insurance sales and service E. Automobile repair

C

Which of the following is not a characteristic of a well-designed service system? A. Robust B. Cost-effective C. Puts customers in charge D. User-friendly E. Effectively links "front office" with "back office"

C

Which of the following is one of the three contrasting approaches to delivering on-site service? A. Quality approach B. Stock market approach C. Production-line approach D. Retail approach E. Professional approach

C

the work process involved in providing the service itself

Creation of the service

the physical presence of the customer in the system

Customer contact

In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. High production efficiency D. Low sales opportunity E. None of these

D

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following? A. High sales opportunity B. High degree of customer/server contact C. Low production efficiency D. High production efficiency E. None of these

D

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service? A. Production-line approach B. Personal-attention approach C. Quality approach D. Do-it-yourself approach E. Self-service approach

E

Which of the following is not part of "the service triangle"? A. Employees B. Support systems C. Customers D. Service strategy E. Service encounter

E

Benefits that are observable by the senses

Explicit services

Customers arriving at times when there are not enough service providers

Arrival variability

Which of the following is one of the three contrasting approaches to delivering on-site service? A. Airline approach B. Self-service approach C. Fast food approach D. Do-it-yourself approach E. Internet approach

B

Which of the following refers to the physical presence of the customer in a service system? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of these

B

Shoppers not putting up carts

Effort variability

the percentage of time the customer must be in the system relative to service time

Extent of contact

The material purchased by the buyer or the items provided to the customer

Facilitating goods

Psychological benefits the customer may sense only vaguely

Implicit services

customers interact with one another in a server-moderated environment

Mixed virtual and actual customer contact

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes? A. Talent B. Teamwork C. Trust D. Treatment E. Time

D

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development? A. The process and product must be developed at the same time. B. Many service organizations can change their service offerings virtually overnight. C. Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. D. The service package, rather than a definable good, is the output of the development process. E. Service operations can be protected by patents; manufacturing operations cannot.

E

The physical resources that must be in place before a service can be offered

Supporting facility

procedures that block a mistake from becoming a service defect (mistake-proof)

Poka-yokes

Interpreting service action differently

Subjective preference variability