Deck 3: Managing Services Operations

Question 1

A service is a time-perishable experience performed for a customer

Answer 1

True

Question 2

A service is an intangible experience performed for a customer

Answer 2

True

Question 3

A service is a co-produced experience performed with customers.

Answer 3

True

Question 4

Interactions are a core dimension of a service.

Question 5

Activities are NOT a core dimension of a service.

Question 6

Solutions are a core dimension of a service.

Question 7

There is better insight in NOT viewing manufacturing and service operations as collaborative activities in providing goods and services to customers.

Question 8

Ultimately the success of differentiation is determined by customers and not by the provider, however well intended the offer may be

Question 9

The contribution of the physical aspect of the service is not important in all types of service offers

Question 10

The emerging 'service dominant' logic challenges the view of buyers as passive consumers and includes buyers in the value creation process by asserting that the customer is always a co-creator of value.

Question 11

Often customers do not engage in contact with other persons during the provision of services

Question 12

In service, time is not an important dimension in measuring quality, because speed and reliability of response are not measurable and quantifiable.

Question 13

Where possible, make the 'intangible' nature of services as tangible as possible

Question 14

The service image includes both the physical and tangible elements of the service offering and its intellectual/intangible elements.

Question 15

The major change in the input-output model is the role of the _____________ being an integral part of the creation of the product.

A) Executives
B) Managers
C) Employees
D) Customers
E) Suppliers

Question 16

The key elements of the service concept include which of the following?

A) Operation
B) Experience
C) Outcome
D) Value
E) All of the above

Question 17

Services tend to be all of the following except:

A) A tangible experience
B) Hard to duplicate
C) Provided by service providers
D) None of the above

Question 18

Some of the perceived differences between manufacturing and services include which of the following except:

A) The product is intangible
B) Services cannot be kept in stock
C) Services vary and cannot be mass produced
D) Services are co-produced
E) All of the above

Question 19

The following question is in which of the four things business need to get right, "Which service attributes does the firm target for excellence?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 20

The following question is in which of the four things business need to get right, "Are customers paying as palatably as possible?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 21

The following question is in which of the four things business need to get right, "Can operational benefits be reaped from service features?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 22

The following question is in which of the four things business need to get right, "Which Customers are you incorporating into your operations?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 23

The following question is in which of the four things business need to get right, "What makes them reasonably motivated to produce excellence?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 24

The following question is in which of the four things business need to get right, "Have jobs been designed realistically, given employee selection, training, and motivation challenges?"

A) The offering
B) The funding mechanism
C) The employee management system
D) The customer management system
E) All of the above

Question 25

Which important aspect of the service management system describes the particular types of client to whom the service management system is targeted?

A) Market segment
B) Culture and philosophy
C) Service image
D) Service concept

Question 26

The rise in servitization mostly affects which of the following:

A) Retail operations and the customer
B) Manufacturing operations and the customer
C) Technology and the customer
D) Customers only
E) None of the above

Question 27

What is the best way to reduce costs while simultaneously improving quality? i. A labor reduction strategy
ii. A comprehensive demand-side strategy
iii. An aggressive supply-side strategy
iv. A comprehensive customer relationship management program

A) i and iv
B) ii and iii
C) iii and iv
D) all of the above
E) none of the above

Question 28

When transforming an organization, the key principles of Lean thinking involves all of the following guidelines except,

A) Identifying those customer issues that align with the company's own purpose.
B) Assessing major value streams assuring that each are linked by flow, pull, and leveling principles.
C) Assuring that every important process has a person responsible for continuous evaluation of linkage to business objectives and Lean process.
D) Develop a business strategy that includes big data and analytics
E) None of the above

Question 29

The "Moment of Truth" can best be described as,

A) Taking place when the customer makes the decision to buy a product
B) When the customer first uses the product
C) When the customer evaluates the experience
D) At every touch point a customer has with an organization
E) All of the above

Question 30

In service-dominant logic, a service is defined as,

A) The features and attributes of the firm's output with respect to a customer's interaction
B) The application of specialized competences through deeds, processes, and performance for the benefit of another entity or the entity itself.
C) The application of integrated marketing communications between the producer's service and the customer
D) None of the above

Question 31

The concept that customers do not buy products or services, instead hey purchase experiences , term as,

A) The experience economy
B) The experience transaction
C) Transcendental experience formatting
D) Economic transcentalism
E) None of the above

Question 32

Process mapping undertaken via a method study involving all the following except,

A) Selecting work to be studied
B) Recording all relevant facts
C) Examining issue related facts
D) Develop an economic method for the job
E) Install the new method as stand

Question 33

A service concept includes which of the following

A) Tangible elements
B) Intellectual elements
C) Psychological elements
D) Emotional elements
E) All of the above

Question 34

What is a premise for marketing in Service-Dominate Logic?

A) Customers are promoted to
B) Customer are targeted
C) Customers are captured
D) Customers are marketed with
E) None of the above

Question 35

How do you design a service?

Question 36

How does Service-Dominate Logic affect the design and management of services?

Question 37

Discuss three ways that the physical elements of a restaurant can be changed to improve the tangible experience of customers

Question 38

List and discuss three ways the physical elements of a service can add to the overall experience.

Question 39

Discuss the perceived differences between manufacturing and services.

Question 40

What are the components of a total service package and how do they work together?

Question 41

What is a service concept and how does it work?

Question 42

How does an organization's culture and philosophy affect its service management system?

Question 43

Explain the SREDIM Model and how it works.

Question 44

How do you diagnose a service design?