Supply Chain Management Study Set 2

Statistics

Quiz 7 :

Service Processes

Quiz 7 :

Service Processes

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The service-system design matrix identifies five alternative forms of service encounters.
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False

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The central problem in virtually every waiting line situation is a trade-off decision balancing the costs of adding services with the costs of waiting.
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True

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It is difficult to separate the operations management functions from marketing in services.
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True

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The customer arrivals in a queuing system come almost exclusively from infinite populations.
True False
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Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.
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The customer arrivals in a queuing system come almost exclusively from finite populations.
True False
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The service-system design matrix identifies six forms of service encounters.
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A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.
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The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.
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Services often take the form of repeated encounters involving face-to-face interactions.
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Poka-yoke is roughly translated from Japanese as "avoid mistakes."
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Poka-yoke is roughly translated from Japanese as "quality management."
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Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.
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The "service blueprint" is a classification of services.
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An important aspect of service products is that they cannot be inventoried.
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Customer contact refers to creation of the service.
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Ideally in waiting line or queuing analysis we want to balance the cost of service capacity with the cost of waiting.
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The work process involved in providing the service must involve the physical presence of the customer in the system.
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Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel.
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A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.
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