Question 1

Which is a short-term capacity management option in service operations?
A)Sell facilities
B)Lay off employees
C)Build new facilities
D)Lease more space

Accepted Answer

Leasing more space is a short-term capacity management option as it allows the service operation to quickly increase its capacity without having to build or sell facilities, or lay off employees.

Question 2

In a dentist's service operation,patient's teeth are
A)part of the physical facilities.
B)customer input resources.
C)information.
D)service provider outputs.

Accepted Answer

Patient's teeth are the input resource that the dentist uses to provide the service of dental care. They are not physical facilities or service provider outputs, and while information is necessary for the dentist to provide appropriate care, the teeth themselves are the primary input resource.

Question 3

Which is a long-term capacity management option in service operations?
A)Sell facilities
B)Lease more space
C)Reduce service offerings
D)Work overtime

Accepted Answer

A

Question 4

Because of the element of simultaneity,service production usually can be inventoried.

Accepted Answer

Service production cannot be inventoried because it involves the simultaneous creation and consumption of the service, which means that it is perishable and cannot be stored for use at a later time.

Question 5

Some academicians state that services involve only intangible products/ elements.Do you agree with this statement? Why or why not?

Accepted Answer

The answer of Some academicians state that services involve only...

Question 6

In a service operation,products,technology,and other outputs and inputs are known as
A)tangibles.
B)intangibles.
C)knowledge.
D)routines.

Accepted Answer

Tangibles refer to physical products or materials that are involved in a service operation. Technology and other inputs and outputs are also considered tangibles. Intangibles refer to things like knowledge and routines that are not physical in nature. Therefore, choice A is the best answer.

Question 7

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?
A)Inventory
B)Tangible inputs
C)Marginal cost
D)Routines

Accepted Answer

Inventory is used as a key resource for dealing with fluctuations in demand in manufacturing. Having enough inventory on hand allows manufacturers to meet sudden increases in demand without having to ramp up production at a moment's notice. Conversely, excess inventory can be sold off during periods of low demand.

Question 8

In service operations,service production typically happens
A)in anticipation of demand.
B)well before demand.
C)after realization of demand.
D)before receipt of supplies.

Accepted Answer

Service production typically happens after realization of demand in order to meet the customer's needs. Service providers cannot produce a service without a demand for it. This means that they need to first find out what the customer wants before producing the service. Thus, service production typically happens after realization of demand.

Question 9

________ are production processes wherein each customer is a supplier of process inputs.

Accepted Answer

The answer of ________ are production processes wherein each customer...

Question 10

In service systems,managers use capacity adjustments to meet fluctuations in demand.

Accepted Answer

Capacity adjustments are a common strategy used by service system managers to meet variations in demand. They may involve hiring additional staff, increasing production, or adjusting service hours to ensure that demand is met efficiently.

Question 11

What is the role of the customer in service operations?
A)They are responsible for majority of fixed costs.
B)They are a supplier of process inputs.
C)They provide constant returns to scale.
D)They facilitate collaboration between suppliers.

Accepted Answer

Customers are a key supplier of process inputs in service operations, as they provide the demand for the service and often play an active role in co-creating the service experience. While customers may contribute to fixed costs through their demand for the service, this is not their primary role in service operations. Additionally, customers do not provide constant returns to scale or facilitate collaboration between suppliers.

Question 12

Service operations are production processes wherein each customer is a supplier of process inputs.

Accepted Answer

In service operations, the customer is an integral part of the production process and contributes to the inputs of the process. This is why customers are often referred to as suppliers of process inputs in service operations.

Question 13

________ means the production of services occurs at roughly the same time as customer demand.

Accepted Answer

The answer of ________ means the production of services occurs...

Question 14

In a service system,the product is a process.

Accepted Answer

In a service system, the product is a process as services are intangible and involve a series of actions or steps to meet the customer's needs or demands. Therefore, the service itself is considered the product.

Question 15

The output of service operations are always only intangible products.

Accepted Answer

The output of service operations can be intangible products (such as experiences or advice) or tangible products (such as a printed copy of a report).

Question 16

Products,technology,and other outputs and inputs associated with services are ________.

Accepted Answer

The answer of Products,technology,and other outputs and inputs associated with...

Question 17

Poka Yokes are used to adjust capacity in service systems to meet fluctuations in demand.

Accepted Answer

Poka Yokes are error-proofing techniques used in manufacturing and service processes to prevent or detect mistakes, not to adjust capacity in response to demand fluctuations.

Question 18

Some service offerings have no interaction between the service provider and customers.

Accepted Answer

Most service offerings involve some level of interaction between the service provider and the customer, even if minimal, to understand customer needs, deliver the service, or receive feedback.

Question 19

In service operations,what must managers do to meet fluctuations in demand?
A)Build inventory
B)Make product before realization of demand
C)Rely on extra capacity
D)Have 100% resource utilization

Accepted Answer

Relying on extra capacity allows managers to meet fluctuations in demand without building unnecessary inventory or pushing for 100% resource utilization. Making product before realization of demand can result in waste and excess inventory.

Question 20

It is often said that the customer is the key or central element in most service system operations.Why is that?

Accepted Answer

The answer of It is often said that the customer...

Quiz 4: Service Design

Which is a short-term capacity management option in service operations?

In a dentist's service operation,patient's teeth are

Which is a long-term capacity management option in service operations?