Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Finance
Q:
Which of the following statements about Little's Law is NOT correct?
A.Little's Law cannot be applied to service operations.
B.Little's Law relates the average number of units in the system to average throughput time and average flow rate.
C.Little's Law includes processing and waiting time.
D.Little's Law assumes that the system is in steady state.
Q:
One step in process flow analysis is to describe the existing process. If a new system is being developed (there is no existing system),
A.this step is simply omitted.
B.process flow analysis cannot be performed.
C.a sociotechnical design must be used.
D.the analysis must include a hypothetical process for comparison.
Q:
The first step in process flowcharting is to
A.draw the flowchart.
B.break the process down into blocks.
C.assemble an appropriate team to do the flowcharting.
D.select an appropriate transformation process for analysis.
Q:
Which of the following would NOT be changed due to process flow analysis?
A.Raw materials
B.Product or service design
C.Job design
D.Customers
Q:
A numerically controlled machining center has an average processing capacity of 5,000 units per day. It receives an average of 3,000 units of inventory from another machining center, and it has to supply an average of 1,000 units of finished goods to the packaging section. Assuming that the company incurs a significant cost for carrying finished goods supplied to the packaging section, the flow rate of the machining process is
A.3,000 units per day.
B.5,000 units per day.
C.1,000 units per day.
D.none of the above.
Q:
If a factory has 100,000 units of materials in the system and if the average flow rate of the system is 5,000 units per day, then according to Little's Law, the average throughput time is
A.0.5 days.
B.20 days.
C.0.05 days.
D.100 days.
Q:
If I denotes the average inventory in the system, T denotes the average throughput time, and R denotes the average flow rate of the system, then by Little's Law,
A.I = T/R.
B.T = I + R.
C.I = R/T.
D.R = I/T.
Q:
In the process view of business, which of the following should be identified when defining the system?
.Interconnected processes across functional areas.
B.The process flow analysis approach to be used.
C.Only the operations function.
D.The vertical nature of the organizational design.
Q:
Outsourcing is the export of service activities to other countries.
Q:
The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume.
Q:
According to the service profit chain, employees are more likely to be satisfied when management works to improve internal service quality.
Q:
Co-routed services offer a larger amount of choices to customers than do customer-routed services.
Q:
McDonald's uses what Levitt refers to as "the job shop type approach to service."
Q:
A small improvement in customer loyalty can substantially improve the profitability of a service firm.
Q:
High-contact services are more likely to be front-office operations, and low-contact services are more likely to be back-office operations.
Q:
Service guarantees are only for consumers outside the firm, and do not apply to internal customer relationships within a firm.
Q:
Implicit service is also known as tangible service.
Q:
The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system.
Q:
A visit to Disney World would be classified as which type of service?
A. A provider-routed service
B. A co-routed service
C. A customer-routed service
D. None of the above
Q:
Which of the following is correct concerning high-contact services?
A. To increase the efficiency of high-contact services, the organization should look to reduce the amount of customer-introduced uncertainty by limiting customization.
B. It is easier to smooth the peaks and valleys of demand for high-contact services than for low-contact services.
C. High-contact services are generally less variable and easier to price competitively.
D. All of the above.
Q:
Which of the following best completes this sentence? A service guarantee
A. is useful as an advertising ploy to attract additional customers.
B. is an honest assurance that the customer will be satisfied.
C. needs to contain a variety of stipulations and conditions to be cost effective.
D. is all of the above.
Q:
Concerning grocery shopping experiences, which of the following best represents the concept of the implicit service?
A. The superior selection available from a large grocery store.
B. Reduced levels of antibiotics used in the production of organic beef.
C. Grocery carts designed to look like race cars to appeal to children.
D. A sense of community when buying from a local co-op.
Q:
Which of the following is considered a back-office process?
A. A follow-up phone call to a computer repair customer for information not gathered when the computer was dropped off for repair.
B. A customer picking up a furniture purchase from a stores loading dock.
C. Servicing a hotel guests room (emptying trash, replacing towels) while the guest is out.
D. All are considered back-office processes.
Q:
Which of the following statements is FALSE?
A. Front-office services require the presence of or interaction with the customer.
B. The magazines offered in bank lobby can affect the implicit service.
C. Employees hired for back-office work can often get by with less interpersonal skill.
D. Service delivery design should be aimed only at external customers, not at employees who may be customers of internal services.
Q:
Which of the following is NOT given as a source of customer-introduced variability to a service delivery system?
A. Uncertainty in what customers will prefer from the service product bundle.
B. Uncertainty in the ability of customers to participate in the service.
C. Uncertainty in the customers willingness to interact with back-office service providers.
D. All of the above are sources of customer-introduced variability.
Q:
Which of the following is NOT true regarding service recovery and guarantees?
A. Service failure can result in a satisfactory overall experience for the customer if the recovery is prompt and done well.
B. A service guarantee can motivate employees to deliver high-quality service.
C. Research indicates open-ended guarantees are more effective with customers because they dont spell out exactly the service recovery plan.
D. Service guarantees are a source of insight to how the service delivery system can be improved.
Q:
Which of the following is NOT a finding of research on global offshoring of services?
A. Services involving transaction processing are commonly offshored and are viewed as commodity services.
B. The global supply of talented service workers may be shrinking, causing organizations to move fast to hire them.
C. Global service providers have proven the ability to deliver consistently high quality, explaining a big part of outsourcings popularity.
D. Engineering, legal services, and analytical work are leading categories of commonly offshored service work.
Q:
Which of the following is a common potential benefit of outsourcing services?
A. Increased control over the service delivery.
B. Increased ability to focus on core competencies.
C. Decreased need to attend to people (customers of the service) allowing greater focus on processes.
D.Decreased need to control the quality of the service because it is outsourced.
Q:
Consider the following two statements regarding technology in services:
(1) Increased automation can have a negative effect on sales.
(2) Technology is less vital to service delivery than to manufacturing. A. According to the text, both statements are correct.
B. According to the text, both statements are incorrect.
C. According to the text, only statement (1) is correct.
D. According to the text, only statement (2) is correct.
Q:
Medical services are an example of which of the following?
A. Customer-routed services
B. Co-routed services
C. Patient-routed services
D. Provider-routed services
Q:
Which of the following is the main intent of the service delivery system matrix?
A. It illustrates the continuum of interaction between marketing and operations.
B. It illustrates the strategic choices in service delivery system design.
C. It illustrates the interaction between customer wants/needs and the service recovery plan.
D. It illustrates the complexity and customization required of provider-routed processes.
Q:
Researchers Schlesinger and Heskett propose that service organizations
A. value investment in employees as much or more than investment in technology.
B. link compensation and performance for employees at all levels.
C. use technology to support front-line employees, not to monitor or replace them.
D. do all of the above.
Q:
Which of the following is a characteristic of high-contact services?
A. High-contact services are used when face-to-face interaction is not required.
B. High-contact services require employees with administrative/technical skills and efficient service delivery methods.
C. High-contact services can work at average demand levels.
D. High-contact services require higher prices and more customization.
Q:
The most important factor for improving employee satisfaction in the service-profit chain is
A. employee retention.
B. revenue growth.
C. internal service quality.
D. customer satisfaction.
Q:
Which of the following statements is NOT true about customer contact and the customer contact matrix?
A. High-contact services are referred to as buffered core because these processes are buffered or removed from interaction with the customer.
B. Operations must be concerned with customer contact because higher contact levels can introduce variability into the process.
C. In the middle ground of customer contact, permeable systems have processes that are penetrated by customers in fairly restricted ways.
D.High contact levels may be costly in terms of lost efficiency, but they offer opportunities to increase sales to customer resulting in increased revenues.
Q:
According to the service matrix proposed by Collier and Meyer, ATM services are categorized as
A. customer-routed services.
B. co-routed services.
C. provider-routed services.
D. none of the above.
Q:
Which of the following statements concerning service guarantees is FALSE?
A. A service guarantee is a mechanism to build customer loyalty.
B. A service guarantee is a way to avoid compensating customers for a service failure.
C. A service guarantee is a tool to clarify exactly what the service must provide.
D. A service guarantee is a way to define a service and ensure satisfactory delivery to the customer.
Q:
Service recovery refers to
A. the ability to quickly restore service following a service failure and provide compensation.
B. the reliance on cryptography to protect commercial activities.
C. security privacy and the protection of intellectual property.
D. the level of confidence users hold that service systems will operate as intended without unanticipated failures or problems.
Q:
An example of an implicit service is
A. the safe trip provided by Southwest Airlines to its passengers.
B. courteous service provided by a National Rental Car agent.
C. the state-of-the-art aircraft utilized by Delta Airlines.
D. all of the above.
Q:
18.There are key differences between a service and a product. Which of the following is true regarding these differences?
A. Low-contact services as well as manufacturing require employees who are flexible, personable, and willing to work with the customer.
B. The degree of customer contact is usually higher for manufacturing organizations than for service organizations.
C. There is a greater degree of customer participation in the manufacture and sale of goods than there is in the sale of services.
D.Service firms commonly require employees that are more flexible, personable, and willing to work with the customer than is true at manufacturing firms.
Q:
Which of the following is NOT included in internal service quality in the service profit chain?
A.Workplace design
B.Job design
C.Employee selection
D.Product design
Q:
The service profit chain shows that _____ is the direct link to profitability.
A.customer loyalty
B.customer satisfaction
C.customer contact
D.employee productivity
Q:
Estate planning would be an example of
A.a co-routed service.
B.a customer-routed service.
C.a provider-routed service.
D.none of the above.
Q:
An example of a service business/organization that has a high degree of customer contact, high customization, and a high degree of labor intensity is
A.retailing.
B.hotels.
C.law practice.
D.schools.
Q:
____-contact services require employees with administrative/technical skills and efficient processing routines.
A.High
B.Low
C.Moderate
D.More than one of the above are true.
Q:
Which of the following is NOT an element of the service product bundle?
A.Facilitating goods
B.Explicit service
C.Implicit service
D.Value of goods/service
Q:
Which of the following is NOT a characteristic of service operations?
A.Intangible output.
B.The buyer can perform part of the production.
C.The product cannot be stored.
D.Ownership is transferred at time of purchase.
Q:
Which of the following is NOT a differentiator between manufacturing and service operations?
A.Transportation
B.Customer contact
C.Resale
D.Cost per unit
Q:
Which of the following is NOT a correct statement?
A.A service is produced and consumed simultaneously.
B.Services are provided in a bundle of services and goods.
C.The service delivery system should be designed primarily around the employees in the system.
D.Low-contact services can usually be made more efficient than high-contact services.
Q:
A good service guarantee
A.is often an advertising gimmick.
B.is an honest assurance that the customer will be satisfied.
C.has many stipulations and conditions.
D.costs a lot.
Q:
A service guarantee
A.is like a product guarantee except that it is for a service.
B.specifies exactly what the service delivery system must provide.
C.builds loyalty.
D.all of the above.
Q:
A service recovery process
A.follows every service transaction.
B.is an implicit service.
C.is rapid compensation for a service failure.
D.is none of the above.
Q:
The degree of customer contact measures
A.the amount of time the customer is separated from the service delivery system.
B.the amount of time the customer is in the service delivery system.
C.the customization abilities of the service system.
D.none of the above.
Q:
Which of the following are characteristics of a low-contact service delivery system?
A.Lower costs and more standardization.
B.Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation.
C.Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.
D.Both a and c.
E.All of the above.
Q:
Which of the following is NOT a general characteristic of a service?
A.Production and consumption are simultaneous.
B.The service can be transported.
C.No resale is possible.
D.The service cannot be stored.
Q:
Describe differences in sales opportunities and production efficiency for varying levels of customer contact. Feedback: See below.
Q:
Describe the difference in service delivery system design for customer-routed services versus provider-routed services.
Q:
What are the key findings of the report by Duke University and Booz & Hamilton on global offshoring of services?
Q:
What are the five types of customer-induced variability that affect service operations, according to Frei?
Q:
Design a service product bundle for a new airline company operating between Minneapolis-St. Paul International Airport (MSP) and Los AngelesInternationalAirport (LAX). The route between MSP and LAX is extremely competitive with several major airlines providing daily service. How can your design help the new airline company dominate the existing competition?
Q:
What are the major cross-functional issues related to process selection decisions?
Q:
What are the three areas of process selection decisions that affect environmental impact?
Q:
Apply the concepts of plant-within-a-plant (PWP) and mass customization to service organizations. Discuss.
Q:
Hayes and Wheelwright argued that it is profitable for firms to operate along the diagonal of the product-process matrix. Justify the reason surrounding their argument. Can you think of situations in which firms could move away from the diagonal and yet remain profitable?
Q:
Mass customization uses a make-to-stock process.
Q:
Most batch and job shop operations have throughput ratios of 90100%.
Q:
Job shop operations typically use special-purpose equipment.
Q:
In a make-to-stock operation, the order penetration point is after fabrication and before final assembly.
Q:
In an assemble-to-order operation, the order penetration point is after fabrication and before final assembly.
Q:
Mixing a variety of products with different volumes and different levels of standardization leads to a lack of focus.
Q:
An assembly line process requires high labor skills and high pay.
Q:
In an assemble-to-order process, the subassemblies are made to order, while final assembly is made to stock.
Q:
In a batch operation, each product must have the same flow path and must pass through all of the same work centers.
Q:
The key performance measure of a make-to-order process is the lead time.
Q:
Continuous processes and assembly lines are very efficient but have little flexibility.
Q:
A company produces a variety of cast cement bird baths and outdoor sculptures and sells them to garden store retailers. This company most likely uses
A. job-shop process.
B. batch process.
C. assembly line process.
D. none of the above.
Q:
A company invests in water purification equipment that adds a step to its manufacturing process. This would be considered
A. pollution prevention.
B. pollution control.
C. pollution practices.
D. none of the above.
Q:
Which of the following is most important when designing a new production process?
A. Pollution prevention
B. Pollution control
C. Pollution practices
D.All three are equally important
Q:
A machine shop is able to producea bracket with a wide variety of hole sizes using a computer-controlled drill that quickly rotates the proper drill bit into place to meet the customer order. This is which form of mass customization?
A. Modular production
B. Fast changeover
C. Postponement
D. None of the above
Q:
A neighborhood hardware store mixes a gallon of paint to match a customers color choice while the customer waits. This is which form of mass customization?
A. Modular production
B. Fast changeover
C. Postponement
D. Additive manufacturing