Deck 15: Pulling the Pieces Together: Creating a World Class Service Culture

Question 1

____ logic stresses recruiting quality personnel and developing training programs that enhance the performance of existing personnel.

A)Marketing
B)Finance
C)Accounting
D)Operations
E)Human resources

Answer 1

E

Question 2

____ logic stresses providing customers with options that better enable the service offering to meet individual customer needs.

A)Marketing
B)Finance
C)Accounting
D)Operations
E)Human resources

Answer 2

A

Question 3

The department within the firm that traditionally acts as an advocate for the consumer is:

A)finance.
B)marketing.
C)accounting.
D)information systems.
E)management.

Answer 3

B

Question 4

____ the belief that the function of something rather than the experience it creates should determine its design.

A)Marketing orientation
B)Marketing functions
C)Departmentalization
D)Functionalism
E)Operation orientation

Question 5

Which of the following is NOT an informal approach to provide keen insights into the values and beliefs of the organization?

A)conduct culture interviews and surveys
B)observe what is missing
C)observe objects and artifacts
D)observe current culture as an impartial observer
E)conduct direct question surveys

Question 6

____ is the shared values and beliefs that drive an organization's overall service philosophy.

A)Culture
B)Structure
C)Systems
D)Functionalism
E)Marketing orientation

Question 7

The act of dividing an organization into departments that focus on their own set of activities is called:

A)marketing orientation.
B)marketing functions.
C)departmentalization.
D)functionalism.
E)operation orientation.

Question 8

Service firms often find themselves in a three-cornered fight between:

A)engineering,production,and accounting.
B)marketing,finance,and human resources.
C)operations,accounting,and marketing.
D)human resources,marketing,and operations.
E)production,finance,and accounting.

Question 9

The Services Triangle framework visually depicts how many key relationships that comprise the market-focused management approach?

A)2
B)3
C)4
D)5
E)6

Question 10

____ logic stresses cost containment and cost reduction through mass production.

A)Marketing
B)Finance
C)Accounting
D)Operations
E)Human resources

Question 11

Each department within an organization is driven by its own internal logic.Which of the following statements most accurately reflects operations logic?

A)Cost reduction can be obtained through mass production.
B)"Families" of personnel should reinforce one another on the job.
C)Personnel should be able to break organization rules in the context of serving the customer.
D)Customers should be provided with options that enable them to meet their individual needs.
E)Recruiting and training are essential in developing existing personnel.

Question 12

____ logic promotes seamlessness by balancing the internal logics of marketing,operations,and human resources.

A)Marketing
B)Finance
C)Service
D)Operations
E)Human resources

Question 13

The use of interfunctional task forces and interfunctional transfers are an attempt to change the organization's culture through:

A)systems.
B)structure.
C)people.
D)rewards.
E)culture-change initiatives.

Question 14

The organizational model that focuses on the components of the firm that facilitate the firm's service delivery system is referred to as the _____ model.

A)customer perceptions
B)market-focused management
C)industrial management
D)market competencies
E)attributes-focused management

Question 15

Service that occurs without interruption,confusion,or hassle to the customer is called:

A)seamless service.
B)service audit.
C)functional service.
D)departmental service.
E)services marketing.

Question 16

Within the industrial management model,firms focus on:

A)operations and management.
B)customers satisfaction and sustainable profits.
C)customer expectations.
D)revenues and operating costs.
E)marketing and production.

Question 17

Each department within an organization is driven by its own internal logic.Which of the following statements most accurately reflects a marketing logic?

A)Cost reduction can be obtained through mass production.
B)"Families" of personnel should reinforce one another on the job.
C)Personnel should be able to break organization rules in the context of serving the customer.
D)Customers should be provided with options that enable them to meet their individual needs.
E)Recruiting and training are essential in developing existing personnel.

Question 18

Which informal approach helps firms assess their current culture?

A)direct questioning
B)attitude check
C)observational and indirect questioning
D)service audit
E)consulting

Question 19

Which of the following is NOT one of the key relationships that comprise the market-focused management approach?

A)inconsistency of the service strategy with the systems
B)firm's service strategy must be communicated to its customers
C)firm's service strategy needs to be communicated to the firm's employees
D)the customer/service provider interaction
E)the impact of organizational systems upon the customer's service experience

Question 20

Each department within an organization is driven by it' own internal logic.Which of the following statements most accurately reflects human resources logic?

A)Cost reduction can be obtained through mass production.
B)Families of customers should reinforce one another throughout the service encounter.
C)Personnel should be able to break organization rules in the context of serving the customer.
D)Customers should be provided with options that enable them to meet their individual needs.
E)Recruiting and training are essential in developing existing personnel.

Question 21

Which of the following service audit questions belong within the employee productivity component?

A)How does the firm define customer loyalty?
B)Does the firm set employee retention goals?
C)Does the firm measure profits from referrals?
D)How does the firm measure employee productivity?
E)When customers do not return,do we know why?

Question 22

The culture change program that teaches personnel to flowchart their activities and to re-engineer the process to better serve their customers is called:

A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Question 23

Discuss the importance of organizational culture

Question 24

The cultural change initiative,"change the way we work" is most directly related to:

A)empowerment.
B)enfranchisement.
C)re-engineering.
D)recruitment.
E)training.

Question 25

Which one of the following service audit questions does NOT belong within the profit and growth component?

A)How does the firm define customer loyalty?
B)Does the firm set employee retention goals?
C)Does the firm measure profits from referrals?
D)What proportion of funds are spent on customer retention as opposed to attracting new customers?
E)When customers do not return,do we know why?

Question 26

The culture change program that allows personnel to break the rules in the context of serving their customers is called:

A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Question 27

Revamping the firm's evaluation and promotion procedures are attempts to change the organization's culture through:

A)systems.
B)structure.
C)people.
D)empowerment.
E)culture-change initiatives.

Question 28

Which of the following service audit question does NOT belong within the external service value component?

A)How does the firm measure value?
B)How is information on customer perceptions of the firm's value shared within the company?
C)Does the firm actively measure the gap between customer expectations and perceptions of services delivered?
D)Is service recovery an active strategy discussed among management and employees?
E)Are employees aware of internal and external customers?

Question 29

Programs such as "putting the customer first" and "change the way you work" are attempts to change the organization's culture through:

A)systems.
B)structure.
C)people.
D)culture change initiatives.
E)mergers.

Question 30

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

Question 31

Which of the following is NOT a major component of the service audit?

A)profit and growth audit
B)employee productivity audit
C)customer satisfaction audit
D)servuction system audit
E)leadership audit

Question 32

The culture change program that teaches "families" of personnel to reinforce one another on the job is called:

A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Question 33

In the effort to create a more customer-focused organization,one of the approaches to changing the culture through structure is:

A)utilizing the marketing department as a change agent.
B)restructuring the firm around the customer experience.
C)bring in outsiders to change the culture.
D)revamping the firm's reward systems.
E)utilizing the marketing department as a change agent,and restructuring the firm around the customer experience.

Question 34

Discuss the concept of seamlessness.

Question 35

If XYZ company hires a new manager from outside the firm as opposed to promoting someone from within,the company may be attempting to change the culture of the organization through:

A)systems.
B)structure.
C)people.
D)rewards.
E)culture-change initiatives.

Question 36

Typical approaches to changing the organizational culture by changing the structure of the organization include:

A)developing culture-change training programs.
B)interfunctional task forces and transfers.
C)bringing in outsiders to change the culture.
D)revamping the firm's reward systems.
E)positive reinforcement.

Question 37

Briefly discuss the six key relationships depicted in the "service triangle."

Question 38

Discuss the importance of internal logics.

Question 39

The formal reporting hierarchy normally represented in an organizational chart is called the:

A)​culture.
B)​structure.
C)​systems.
D)​human resources.
E)​interfunctional task force.

Question 40

The series of questions that force the firm to think about what drives its profits is called:

A)blueprinting.
B)flowcharting.
C)process flows.
D)service audit.
E)service-profit chain.

Question 41

Discuss the major objectives of a service audit.