Name: 18. Which of the following are alternative possible service encounters inc

Question

Name: 18. Which of the following are alternative possible service encounters included in the Service-System Design Matrix? a. Mail contact b. Warranty c. Sales cal d. Field service e. None of the above ID: A 23. In class we use three examples jump drive, gas cap with a string, and bathroom sink with a bole to demonstrate a. House of Quality b. c. Poka-Yokes d. Value Engineering e. Service-system design Matrix 19. Which of the following is expected to have in the 24. Based on the Service-System Design Matrix, which service-system design matrix, a face-to-face total customization service encounter? a. Low sales opportunity b. Low production efficiency c. High production efficiency d. Low degree of customerserver contact e. None of the above of the following has a lower level of production efficiency a. Face-to-face loose specs b. Phone contact c. Internet and on-site technology d. Face-to-face tight spees e. Mail contact 0. In the service-system design matrix, a mail contact 25. Which of the following approaches to service 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 design is characterized by having the custoemer 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 There are many applications ofpoka-yokes in service organizations. Which of the following is one of the three-Ts used to classify poka-yokes? a. If the standard output of a production line is 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 21· 26. Task Time c. Teamwork d. Trust e. Talent the standards should be challenged. Which company pioneered the production line approach to delivering service? a. Ritz-Carlton Hotel Company b. McDonald's Corporation c. Prudential Insurance Company d. Eastern Airlines e. Citibank 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 22. 27. a. Single-stage process b. Multi-stage process c. Make-to-order process d. Make-to-stock process e. All of the above

Explanation / Answer

18 - Option A : Mail contact

19 - Option B : Low production efficiency

20 - Option D : None of the above : becoz in it is expected to have low sales opportunities.

21 - Option A : Task is one of the three - Ts used to classify poka-yokes

22 - Option B : McdoMcDona corporation

24 - Option A : Face-to-face loose specs

25 - Option E : Self-service approach

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