Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
31 Cards in this Set
- Front
- Back
|
Which quadrant in the matrix below represents attributes of a good service guarantee? Answers: a. Complex, Detailed, No Conditions b. Complex, Detailed, Many Conditions c. Clear, Precise, No Conditions d. Clear, Precise, Many Conditions |
c. Clear, Precise, No Conditions |
|
|
A product layout would facilitate the concept of: Answers: service in series b. service in parallel c. a first come, first served policy d. balanced flow |
a.
service in series |
|
|
|
d.
Increasing supervision of service providers |
|
|
Which one of the following is not an example of detection costs?
Answers: a.
Rework b.
Collecting quality data c.
Process control d.
Periodic inspection |
a.
Rework |
|
|
Which one of the following is not an approach to service recovery. a.
case-by-case b.
systematic-response c.
unconditional guarantee d.
early interventio |
c.
unconditional guarantee |
|
|
The CRAFT program for facility layout uses an initial solution to:
a.
be tested for improvement b.
arrive at a feasible solution c.
provide an analytical solution d.
define the layout problem |
a.
be tested for improvement |
|
|
Which of the following is not true of a Customer Satisfaction Survey? a.
Survey can be completed at customer convenience b.
Survey usually is conducted by operations personnel c.
Primary focus of survey is on overall impression of service d.
Survey is designed around common service dimensions |
b.
Survey usually is conducted by operations personnel |
|
|
Which of the following is not possible using SERVQUAL?
a.
Record customer expectations b.
Track service quality trends c.
Measure the quality of competitors d.
Identify dimensions of service quality |
d.
Identify dimensions of service quality |
|
|
Facility layout is discussed with attention to traffic flow, space planning, and one of the following:
a.
need to avoid unnecessary travel b.
eliminating bottlenecks c.
aesthetic factors d.
cost of providing service |
a.
need to avoid unnecessary travel |
|
|
Which among the following choices might not be representative of security measures taken by retail stores?
a.
reducing the number of extremely valuable items sold b.
a row of bollards outside the entrance c.
doing away with big windows d.
none of the above |
a.
reducing the number of extremely valuable items sold |
|
|
One of the advantages of a product layout approach to service design is: a.
the elimination of bottlenecks b.
achieving equal division of labor c.
the ease of customization d.
increased flexibility |
b.
achieving equal division of labor |
|
|
In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility. a.
At the back of the gym near the aerobic equipment b.
Near the entrance/exit of the gym c.
In a small alcove set to one side of the gym d.
Upstairs in a separate enclosed room marked by a sign. |
b.
Near the entrance/exit of the gym |
|
|
Which one of the following is not a major factor that could influence facility design?
a.
Objectives and nature of the service b.
Flexibility in operations c.
Availability of land d.
Site location |
d.
Site location |
|
|
The costs of quality for services include all of the following except: a.
failure costs b.
prevention costs c.
control costs d.
detection costs |
c.
control costs
|
|
|
Shigeo Shingo is credited with which of the following quality ideas? a.
Robustness b.
quality is free c.
poka-yoke d.
quality function deployment |
c.
poka-yoke |
|
|
Which of the following is not a reason that a service guarantee works? a.
Encourages individual employees to set their own standards b.
Generates reliable data on poor performance c.
Builds customer loyalty d.
Forces a firm to identify failure points |
a.
Encourages individual employees to set their own standards |
|
|
Which of the following statements is not true concerning a service guarantee?
a.
A well designed and implemented service guarantee can help a firm gain control over its operation b.
Fear of customer cheating inhibits some mangers from adopting a service guarantee c.
Managers are likely to worry about the costs of a service guarantee, but for the wrong reasons d.
Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions |
d.
Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions |
|
|
A gap in service quality is not the difference between a.
customer expectations and management's perceptions of customer expectations b.
the service delivery and the results that are communicated externally to the customer c.
customer expectations and management's perception of the delivered service d.
the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery |
c.
customer expectations and management's perception of the delivered service
|
|
|
Which of the following retail servicescapes would support an upscale store image best? a.
stark tile floors b.
exposed, bright lighting c.
store personnel waiting at cash registers d.
well-spaced, lightly stocked shelving |
d.
well-spaced, lightly stocked shelving |
|
|
In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and one of the following:
a.
a formula design b.
orientation aids c.
adequate lighting d.
an entry atrium |
b.
orientation aids |
|
|
There are five dimensions that customers use to judge service quality. The willingness to help customers and to provide prompt service is
a.
assurance b.
empathy c.
reliability d.
responsiveness |
d.
responsiveness |
|
|
The line balancing problem arises because of: a.
mismatched capacities of the various operations b.
mismatched labor inputs required at various operations c.
large waiting lines d.
inflexibility of the line |
a.
mismatched capacities of the various operations |
|
|
The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many __________.
a.
observer/perceptions b.
observer/observations c.
participant/perceptions d.
participant/observations |
c.
participant/perceptions |
|
|
Which of the following is a poka-yoke method?
a.
Adopting a checklist to help an employee avoid making a mistake b.
Designing a service to reflect the customers' needs and requirements c.
Designing a service in a robust manner that can withstand abuse by customers d.
Comparing a firm's quality performance to the performance of others that are considered "best in class" |
a.
Adopting a checklist to help an employee avoid making a mistake |
|
|
Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer’s expectations (GAP 1)? a.
Standardization of service delivery b.
Improved market research c.
Employee empowerment d.
Investment in training |
b.
Improved market research |
|
|
___________ is the time it takes to complete a process from time of arrival to time of departure. a.
Rush order flow time b.
Cycle time c.
Throughput time d.
Direct labor time |
c.
Throughput time |
|
|
A batch type of service process has the characteristic of
a.
many specialized departments b.
a group of customers treated simultaneously c.
uninterrupted delivery d.
a one-of-a-kind engagement |
b.
a group of customers treated simultaneously |
|
|
Which of the following dimensions of service quality is most important to customers? a.
Empathy b.
Assurance c.
Reliability d.
Tangibles |
c.
Reliability |
|
|
Identify the bottleneck operation in the following exclusive hairdressing salon. Activity Average time, min Answers:a.
Pre-counseling 15 Min b.Shampoo 10 Min c.
Haircut 30 Min d.
Manicure 20 Min |
c.
Haircut 30 Min |
|
|
Which of the following is not part of a good service guarantee? a.
It is unconditional b.
It is easy for the customer to understand c.
It is meaningful to the customer d.
It is difficult for the customer to invoke |
d.
It is difficult for the customer to invoke |
|
|
When a process appears to be functioning properly when, if fact, it is out of control, the type of error and injured party is identified as
a.
Type I error, producer’s risk b.
Type II error, consumer’s risk c.
Type I error, consumer’s risk d.
Type II error, producer’s risk |
b.
Type II error, consumer’s risk |
