Chapter_6_ConnectTophat
docx
keyboard_arrow_up
School
Blue Ridge Community College *
*We aren’t endorsed by this school
Course
300
Subject
Industrial Engineering
Date
Feb 20, 2024
Type
docx
Pages
6
Uploaded by Jonsquickbooks11
Jon B Stone
Operations 300
Connect & Top-Hat
Assignments ch. 6
In a service organization, how management treats the ______________ is how they will treat the public.
Workforce
The term that refers to the physical presence of the customer in the system is known as.
Customer contact
The dominant issue in the service design is
Service Capacity
Which of the following is not a strategic use of the service-system matrix?
Determining worker skills needed to deliver the service
_________________ services are services that operate completely from the Internet.
Virtual
The ______________ is the focal point of all decisions and actions of the service organizations.
Customer
Operationally, which of the following distinguishes one service system from another?
Extent of customer contact
Insufficient capacity leads to lost ________________
Revenue
Which of the following skills does a worker require when the degree of customer contact is high?
Diagnostic
The platform business does not own the _____________
Inventory
How many basic types off customer- introduced variability exists in a service system?
5
______________ are easier to blame than systems.
People
Too much capacity generates excessive_______________
Costs
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
Segment the_________; combine the ____________.
Pleasure
Pain
Which of the following is an example of poka-yoke in a service system?
A reminder call for an appointment
Which of the following approaches to delivering a service was made famous by Mcdonald’s Corporation
Production-line approach
A platform business creates value by enabling the exchange of _____________ between the consumers and the providers
Information
Which of the following is not one of the basic types of customer-introduced variability?
Purchase Variability
Looking at the service encounter from the Chase and Dasu perspective has led to which of the following behaviorally based principles for service encounter design and management. Check all
that apply.
People are easier to blame than systems.
Segment the pleasure; combine the pain
Let the punishment fit the crime in service recovery
Pay attention to norms and rituals
Procedures that prevent mistakes from becoming service defects are known as.
Poka-yokes
Which of the following is not one of the approaches to delivering a service?
Word-of-mouth approach
Service implies which of the following?
Subordination of the server to the served.
Arrival Variability
A restaurant customer comes at a time inconsistence with average demand
Request Variability
A traveler asks for a room with a view at a crowded hotel
Capability Variability
A patient being unable to explain his or her symptoms to a doctor
Effort variability
Shoppers not bothering to put their shopping carts in a designated area in a supermarket parking lot
Subjective preference variability
One bank customer interpreting a teller addressing him, by his first name as a sign of
warmth, while another customer feels that such informality is unbusinesslike.
Pay attention to ___________ and ______________.
Norms
Rituals
Which of the following are the applications of poka-yokes to services or the Three T’s
Task
Tangible
Treatment
Efficiency is the focus of which of the following approaches to service design
Production-line approach
Many customers like the self-service approach. What is the main reason?
Puts them in control
The official Nordstrom organization chart puts the _________ at the top.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Customer
Which of the following is not of the characteristics of a well-deigned service system?
Unstructured
The self-service approach turns customers into ______________, ______________ who must be trained in what to do and, as noted earlier, must be “fail-safed” in case of a mistake
Partial
Employees
Which approach to service design empowers employees to be decision makers with regards to pleasing the customer
Personal-attention approach
Which of the following are characteristics of a well-designed service system? Check all that apply.
It is user-friendly
The customer sees the value of the service provided
It is cost-effective
It is robust
The service process can be enhanced by having the ____________ take a greater role in the production of the service.
Customer
Which of the following companies is/are best known for the personal attention approach? Check all that apply.
Ritz-Carlton Hotel
Nordstrom Department Stores
Which of the following are ways to convince customers that the self-service approach to service
design is goods for all
Promoting incentives such as quicker speed
Promoting benefits of cost and convenience
Jon B Stone
Operations 300
Connect & Top-hat assignments
Chapter 6
Which of the following is an alternative possible service encounter included in the service-
system design matrix?
Internet-See the exhibit on service-system design matrix.
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
Low production efficiency-See the exhibit on service-system design matrix.
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?
Task-Fail-safing / Poka-yokes: These can be classified into warning methods, physical or visual contact methods, and by what we call the three T's—the task to be done (Was the car fixed right?), the treatment accorded to the customer (Was the service manager courteous?), and the tangible or environmental features of the service facility (Was the waiting area clean and comfortable?).
Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?
McDonalds Corporation-The production-line approach pioneered by McDonald's refers to more
than just the steps required to assemble a Big Mac. Rather, it treats the delivery of fast food as a manufacturing process rather than a service process.
Which of the following is NOT a characteristic of a well-designed service system?
Puts customers in charge-
The SEVEN characteristics of a well-designed service system include:
Each element of the service system is consistent with the operating focus of the firm.
It is robust.
It is user-friendly.
It is structured so that consistent performance by its people and systems is easily maintained.
It provides effective links between the back office and the front office so that nothing falls between the cracks.
It manages the evidence of service quality in such a way that customers see the value of the service provided.
It is cost-effective.
A cruise-liner asking its passengers to make advanced reservations for various activities at a port-of-call is an example of:
Classic Reduction-See the Exhibit on Strategies for Managing Customer-Introduced Variability.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help