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Exam 9: Service Processes

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Question 1

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There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

A) Talent
B) Teamwork
C) Trust
D) Treatment
E) Time

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Question 2

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Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

A) The service process and service product can be developed independently.
B) The service package has the same legal protection available to manufactured goods.
C) The service package is the major output of the development process.
D) Manufacturing is far more capital intensive than services.
E) Capacity decisions are much more critical in manufacturing operations.

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Question 3

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A supporting facility is the same thing as a facilitating good.

When recovering from a defective service encounter, a botched task calls for material compensation.

The work process involved in providing the service must involve the physical presence of the customer in the system.

Examples of this include an Internet website, a golf course, a ski lift, an airline, and an auto repair facility.

When recovering from a defective service encounter, a botched task calls for an apology.

One characteristic of a well-designed service system is that it is cost-effective.

Which of the following approaches to service design involves the customer to the greatest extent in providing a service (in effect making them "a partial employee") ?

The customer is (or should be) the second most important focal point of all decisions in a service organization.

An implicit service implies psychological benefits that the customer may sense only vaguely.

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

An important aspect of service products is that they cannot be inventoried.

The "service blueprint" is a classification of services.

All services have the customer in the production schedule and so the customer must be accommodated.

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Marketing is responsible for fulfilling the service guarantee.

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

All services need to be located near the customer.

Poka-yoke is roughly translated from Japanese as "avoid mistakes."