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Operations Management Study Set 1

Business

Quiz 5 :

Service Design

Quiz 5 :

Service Design

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It is widely accepted that the effective design and the efficient operation of services are paramount to the health of the U.S. and Canadian economies.
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True

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In general, services are acts, deeds, or performances that provide a customer time, place, form, or psychological utility.
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True

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When designing a service, performance specifications are converted into design specifications, and finally, delivery specifications.
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The mixture of physical items, sensual benefits, and psychological benefits provided to a customer with a service is known as the service package.
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The negative exponential distribution is the probability distribution most commonly used to describe service times.
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The service concept defines how a service differs from other similar products and how it will compete in the marketplace.
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Relate numerous statistics that demonstrate the predominance of services in the Canadian and the global economy.
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Service processes can be classified by the degree of labour intensity and customization.
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Define services and their characteristics such that they are distinguishable from manufacturing. Services represent the fastest growing sector of the global economy and account for over 60% of global output and 45% of global employment. In Canada, services account for 76% of the labour force and 72% of GDP. The world's most industrialized nations are predominantly service economies.
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Explain the key aspects of the service design process and describe how they are affected by varying degrees of customer/service provider contact.
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Service design and improvement techniques cannot be applied to societal problems, such as education, health care, and government services.
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Describe several tools used for service design including blueprinting and servicescapes.
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The mixture of physical items, sensual benefits, and psychological benefits provided to a customer with a service is known as quality function deployment.
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The service-process matrix is based on two characteristics: labour intensity and volume.
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A service package defines the target market and the desired customer experience.
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In general, a service and its delivery system are inseparable.
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Service companies are centralized and geographically concentrated.
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The service sector accounts for over 70 percent of the employment in both the United States and Canada.
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Almost all consumer products consist of some combination of facilitating both goods and services.
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Use waiting line analysis to improve service.
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