ich of the following are alternative possible vice encounters included in the Se
ID: 355645 • Letter: I
Question
ich of the following are alternative possible vice encounters included in the Service-System sign Matrix? 23. In class we use three examples: jump drive, gas cap with a string, and bathroom sink with a hole to demonstrate a. House of Quality b. Concurrent Engineering c. Poka-Yokes d. Mail contact Warranty . Sales call d. Field service e. None of the above Value Engineering e. Service-system design Matrix Based on the Service-System Design Matrix, which of the following has a lower level of production efficiency"? a. Face-to-face loose spees b. Phone contact c. Internet and on-site technology d. Face-to-face tight specs e. Mail contact Which of the following is expected to have in the service-system design matrix, a face-to-face total 24. customization service encounter? a. Low sales opportunity b. Low production efficiency c. High production efficiency d. Low degree of customer/server contact e. None of the above 20. In the service-system design matrix, a mail contact Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service? a. Production line approach b. Personal attention approach c. Quality approach d. Do-it-yourself approach e. Self-service approach 25. service encounter is expected to have which of the following a. High sales opportunity b. High degree of customer server contact c. High production efficiency d. None of the above 21. There are many applications of poka-yokes in 26. If the standard output of a production line is service organizations. which ofthe following is one of the three-Ts used to classify poka-yokes? a. Task b. Time c. Teamwork d. Trust 35.5 per hour and you do a spot check and find out that the actual output is 33.5. Which statement best describes what you have found? a. The line efficiency is 94.4% b. The line efficiency is 106% C. It is impossible to produce above 100% and e. Talent 22. Which company pioneered the production line the standards should be challenged approach to delivering service? 27. When a company waits until they have an order for their product in hand before beginning any production for that order, we can characterize their operation as which of the following processes? a. Single-stage process b. Multi-stage process c. Make-to-order process d. Make-to-stock process e. All of the above -R?tzCarlton Hotel Company b. McDonald's Corporation Prudential Insurance Company Eastern Airlines e. d. e. CitibankExplanation / Answer
18. Which of the following are alternative possible service encounters included in service-system design matrix?
The right answer is a) Mail Contact. A service system design matrix orders levels of contact in increasing order of contact sucha as from mail, to phone, to face-to-face.
19. In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
The right answer is b) Low Production efficiency as when the direct contact between the customer and service provider increases, it lowers down the production efficiency.
Q.20 In the service-system design matrix, a mail contact service encounter is expected to have which of the following?
The right answer is d) None of the above as it is expected to have Low Sales opportunities
Q.21 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?
The right answer is a)Task. These are kind of procedures which are meant to avoid mistakes and the word is derived from Japanese.
Q. 22 Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?
The right answer is b) McDonald's Corporation as they treat the delivery of fast food as manufacturing process and not the service process
23. Cant understand as it is an example from the class
24. Face to face loose specs has lower level of production efficiency but sales opportunity is high here
25. Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?
The right answer is e) Self Service approach as here customer takes part in producing service for example in restaurents where they order and take food from the counter.
26. The line efficiency is 94.4
as Line efficiency = (Actual output/standard ouput) * 100
(33.5/35.5)*100 = 0.94*100 = 94%
Related Questions
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.