Operations Management (Comp. Instructor's Edition)
13th Edition
ISBN: 9781259948237
Author: Stevenson
Publisher: MCG
expand_more
expand_more
format_list_bulleted
Concept explainers
Question
Chapter 4, Problem 4CTE
Summary Introduction
To determine: The ability of the firm to measure the service for the internal customers in each stage of the life cycle.
Introduction: Maintaining healthy customer relationship is crucial to a firm for developing sustainable business process. Integrating customer preference or involving customers at each stage of product development cycle makes it easier for the firm to develop flawless product.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Suppose a company intends to offer a new service to some of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.
Suppose a company intends to offer a new service to ssome of its internal customer. Discuss how the fact that the customer are internal would change the process of managing the four phases of service life cycle.
Supposed a company intends to offer a new service to some of its internal customers briefly discussed how the fact that the customers are internal would change the process of managing the four phases of the service life
Chapter 4 Solutions
Operations Management (Comp. Instructor's Edition)
Ch. 4.4 - Prob. 1.1RQCh. 4.4 - Prob. 1.2RQCh. 4.8 - LEGO A/S IN THE PINK Lego A/S overcame the recent...Ch. 4.8 - Prob. 2.1RQCh. 4.8 - Prob. 2.2RQCh. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...Ch. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...Ch. 4.S - Prob. 1DRQCh. 4.S - Prob. 2DRQCh. 4.S - Prob. 3DRQ
Ch. 4.S - Consider the following system: Determine the...Ch. 4.S - A product is composed of four parts. In order for...Ch. 4.S - A system consists of three identical components....Ch. 4.S - A product engineer has developed the following...Ch. 4.S - The guidance system of a ship is controlled by a...Ch. 4.S - One of the industrial robots designed by a leading...Ch. 4.S - A production line has three machines A, B, and C,...Ch. 4.S - Prob. 8PCh. 4.S - A Web server has five major components that must...Ch. 4.S - Repeat Problem 9 under the condition that one of...Ch. 4.S - Hoping to increase the chances of reaching a...Ch. 4.S - An electronic chess game has a useful life that is...Ch. 4.S - A manufacturer of programmable calculators is...Ch. 4.S - Lucky Lumen light bulbs have an expected life that...Ch. 4.S - Prob. 15PCh. 4.S - Prob. 16PCh. 4.S - A major television manufacturer has determined...Ch. 4.S - Prob. 18PCh. 4.S - Determine the availability for each of these...Ch. 4.S - Prob. 20PCh. 4.S - A manager must decide between two machines. The...Ch. 4.S - Prob. 22PCh. 4.S - Auto batteries have an average life of 2.7 years....Ch. 4 - Prob. 1DRQCh. 4 - Prob. 2DRQCh. 4 - Prob. 3DRQCh. 4 - Prob. 4DRQCh. 4 - Prob. 5DRQCh. 4 - Prob. 6DRQCh. 4 - Prob. 7DRQCh. 4 - Prob. 8DRQCh. 4 - a. What is meant by the term life cycle? b. Why...Ch. 4 - Prob. 10DRQCh. 4 - Prob. 11DRQCh. 4 - Prob. 12DRQCh. 4 - Prob. 13DRQCh. 4 - Explain what quality function development is and...Ch. 4 - Prob. 15DRQCh. 4 - Prob. 16DRQCh. 4 - Prob. 17DRQCh. 4 - Prob. 18DRQCh. 4 - Prob. 19DRQCh. 4 - Describe some of the trade-off that are...Ch. 4 - Prob. 2TSCh. 4 - Prob. 3TSCh. 4 - Prob. 1CTECh. 4 - Prob. 2CTECh. 4 - Prob. 3CTECh. 4 - Prob. 4CTECh. 4 - Prob. 5CTECh. 4 - Give two examples of unethical conduct involving...Ch. 4 - Prob. 1PCh. 4 - Prob. 2PCh. 4 - Prepare a service blueprint for each of these...Ch. 4 - Prepare a service blueprint for each of these post...Ch. 4 - Prob. 5PCh. 4 - Prob. 6PCh. 4 - Prob. 7PCh. 4 - Prepare a table similar to that shown in Problem...
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- In many instances, "other customers" are present in the service environment and can affect the nature of the service outcome or process. List and discuss four ways that "other customers" can adversely affect the service delivery at a musical concert. Explain.arrow_forwardDescribe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake, or service upset.arrow_forwardThe servicescape is different in fast food restaurants when compared to upscale restaurants. Compare and contrast the servicescapes of McDonalds and a restaurant such as Ruth's Chris or Landry's. How do the servicescapes support the service expectations of customers and the actual delivery of services.arrow_forward
- 1. Discuss how your client may determine the customer cost for its service, including non-monetary costs (time, effort, and perceived risk) When considering Customer Cost, we need to understand the perceived cost of its customer’s. From a customer’s point of view, the costs involved in buying and using a service is only part of the price charged by the supplier. Related monetary and non-monetary costs make up the other costs of the service. Time Office Automation may determine their Customer Cost for its service, including monetary and non-monetary costs, depending on various factors such as: The time taken to perform the service. The costs of the parts used / needed. Labour Costs. The costs their competitors are charging, to provide a competitive rate. A call out fee, time, and money (for fuel, etc) used to drive to the customers location. Cost of shipping. Quality of service, Time Office Automation’s staff has more than 25 years of experience in the field, therefore, could…arrow_forwardMeasurements and metrics pertaining to customer service are essential; nevertheless, what are the potential drawbacks associated with having an excessive number of these types of measures?arrow_forwardApply the service system design matrix to a service that you are familiar. provide examples of each and discuss the relation for each between sales oppourtunity,degree of customer contact and process eficiencyarrow_forward
- As a customer, how would you assess the quality of a service that you would want to try?arrow_forwardList and define five dimensions of service quality. Describe the services provided by a firm you do business with (e.g. your bank, your doctor, your favorite restaurant) on each of the dimensions. In your mind, has the organization distinguished itself from its competitors on any particular service quality dimension?arrow_forwardPlease answer the question as much as detail possible with example. Customer found less attractive room service in his vacation at a resort. He expected more standard and high quality service and facilities as he watched some videos and reviews in the resort's website before. In your opinion what kind of gap occurred in this situation. Explain the factors that lead to create this specific gap.arrow_forward
- A local municipality plans to align its IT/IS services in an attempt to improve services to its public. One such strategic IS plan is to provide opportunities for the public to directly interact with local representatives. Explain benefits of IT/IS alignment the municipality could expect.arrow_forwardList eight key aspects that set the services apart, and discuss how they impacted the design process as a whole.arrow_forwardIf we have selected a problem and it is maturing skin which is affecting our environment and we are thinking about a service which is ( chemical peeling) Answer the following questions on our product: (just one line answer is needed) And please answer them all What are the direct benefits to the customer? • Approximate the best you can anticipate the size of the market? •Where are customers getting the product now? Why would they purchase from us? Is the industry that the business falls within, large and growing? (Favourable) Are the core technologies available? (Have, develop or get) • Are there any laws or regulations against this business concept? • Are there moral or ethical issues that need to be considered? Do our skills and abilities fit the business? •What are the skills needed that we don't have? •Who would we need to hire?arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
