QuickHelper

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About QuickHelper

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  • MBA, PHD
    Phoniex
    Jul-2007 - Jun-2012

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  • Corportae Manager
    ChevronTexaco Corporation
    Feb-2009 - Nov-2016

Category > Accounting Posted 27 May 2017 My Price 13.00

Introduction to Service Management

Question description

 

1.. Process capability index measures the variability in a process. )

 True 
 False 

2. A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is:

 an economizing customer.
 an ethical customer.
 personalizing customer.
 a convenience customer.

.3. Which interviewing technique would be appropriate to determine how a potential employee would react in a service encounter?

 Situational vignette
 Abstract questioning
 Direct questioning
 Acting as a customer

4. Finding a unique set of sites in a multi-location problem is a simple extension of the methods used for single facility location.

 True 
 False 

5. A customer who is interested in the self-service option would find which of the following dimensions of service most important?

 Risk involvement
 Customer's control of the situation
 Amount of time involved
 Efficiency of the service process

6. The most common reason for difficulties during the interaction of customers and contact personnel is:

 unreasonable demands.
 a technical breakdown in service delivery.
 incompetent contact personnel.
 a lack of attention to detail by contact personnel.

7. Data Envelopment Analysis (DEA) is a method for:

 measuring a firm's quality performance by comparing it with other companies that are recognized as "best in class."
 determining the feasibility of technological innovations in service operations.
 analyzing the gap between the service customer's expectations and perceptions.
 comparing the efficiency of multiple service units that provide similar services.

.8. The product layout often requires special equipment and special skills to deal with the high volume of demand for service that is anticipated. These factors create a very inflexible layout.

 True 
 False 

9. Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

 True 
 False 

10. Bottlenecks are usually associated with process layouts.)

 True 
 False

Answers

QuickHelper
(10)
Status NEW Posted 27 May 2017 06:05 PM My Price 13.00

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