Ismail Mohamed: Attempt 1 Save Question 19 (1 point) Which of the following stat
ID: 361442 • Letter: I
Question
Ismail Mohamed: Attempt 1 Save Question 19 (1 point) Which of the following statements is FALSE? 1) Front-office services require the presence of or interaction with the customer. 2) The magazines offered in bank lobby can affect the implicit service. 3) skill 4) Service delivery design should be aimed only at external customers, not at employees who may be customers of internal services. Save Question 20 (1 point) d Which of the following statements concerning service guarantees is FALSE? WI F4 FS F6 F7 F8 F9 F10 F11 F12Explanation / Answer
1.Front office staff responsibilities include service the customer through direct interaction and hence it requires presence of or interaction with the customer. Implicit services mean psychological benefits or extrinsic services that a customer cannot sense by seeing. Magazines offered in a bank lobby are intrinsic services since they contain the articles that feature the benefits of banking services and customer can sense only vaguely. The employees hired for back office work need to perform the activities that help the front office staff to deliver quality service to the customer. They need not interact with the customers in normal condition and hence can get by with less interpersonal skills.
Internal customers are also important while designing service and the employee satisfaction has great influence on providing good customer service to the external customers. Employees are integral part of a business and when the employees are not happy with the services offered to them productivity lowers and business also gets affected. Hence service delivery design should be aimed at both external and internal customers.
Hence the 4th statement is false.
2. Service guarantee is a marketing tool designed to ensure customer satisfaction reducing risks, ensure the quality of services and professionalize the way of managing customer complaints. It provides clear information on what the customers can expect from the service and what company can do in case the services do not meet the expectation of customer. Customer satisfaction increases with good service guarantee and it helps to build customer loyalty.
Customers are assured with different forms of compensation in case of service failure through service guarantee. Hence from the given statements, the second statement is false and service guarantee is not a way to avoid compensating customer for a service failure.
The answer for the given question is second option.
3. The recommended process flow question category includes Time, quantity, cost and quality. Function is not a part of process flow question category.
Hence the answer is fourth option, function
4. In a Process thinking philosophy it is important to view the functional discipline as a collection of business processes emphasizing the cross functional nature of decision making.
In process thinking, organizations are bound to accomplish the objectives set by the top management and it should work according to the corporate strategy. The employees are viewed as the resources to enable the business processes and the functionalistic view of business processes helps to describe the concept of organization with respect to process thinking philosophy. The organization is viewed as a complex system consisting of different functions and each functional discipline involves a set of business processes. The different functions are linked with each other and work together in an organization to achieve the objectives and the decision making is cross functional since all the functions are interlinked.
Hence the answer is option 3.
5. According to Little’s law L= W, where L is the average number of materials in the system and W is the average flow rate of the system, is the throughput time which is the amount of time required for a product to pass through a manufacturing process
The throughput, = L/W = 100000/5000 = 20 days
Hence the answer is second option, 20 days.
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