Question 1

Poka-yoke is roughly translated from Japanese as "quality management."

Accepted Answer

Poka-yokes (roughly translated from the Japanese as "avoid mistakes") are common in factories.

Question 2

Services often take the form of repeated encounters involving face-to-face interactions.

Accepted Answer

The top of the matrix shows the degree of customer/server contact: the buffered core, which is physically separated from the customer; the permeable system, which is penetrable by the customer via phone or face-to-face contact; and the reactive system, which is both penetrable and reactive to the customer's requirements.

Question 3

The "service blueprint" is a classification of services.

Accepted Answer

Just as is the case with manufacturing process design, the standard tool for service process design is the flowchart.Recently, the service gurus have begun calling the flowchart a service blueprint to emphasize the importance of process design.

Question 4

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

Accepted Answer

Every service has a service package, which is defined as a bundle of goods and services that is provided in some environment.The service package, rather than a definable good, constitutes the major output of the development process.

Question 5

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

Accepted Answer

The customer is (or should be) the focal point of all decisions and actions of the service organization.

Question 6

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Accepted Answer

A botched task calls for material compensation, while poor treatment from a server calls for an apology.

Question 7

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

Accepted Answer

Poka-yokes (roughly translated from the Japanese as "avoid mistakes") are common in factories.

Question 8

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

The service-system design matrix typically identifies two dimensions: the degree of customer contact and the degree of customization, leading to various service designs but not specifically five alternative forms of service encounters.

Question 9

A service business is an organization whose primary business requires interaction with customers to produce the service.

Accepted Answer

The customer is (or should be) the focal point of all decisions and actions of the service organization.

Question 10

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

Accepted Answer

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

Question 11

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

Accepted Answer

A botched task calls for material compensation, while poor treatment from a server calls for an apology.

Question 12

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

Too much capacity generates excessive costs.Insufficient capacity leads to lost customers.In these situations, of course, we seek the assistance of marketing.This is one reason we have discount airfares, hotel specials on weekends, and so on.This is also a good illustration of why it is difficult to separate the operations management functions from marketing in services.

Question 13

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

Too much capacity generates excessive costs.Insufficient capacity leads to lost customers.In these situations, of course, we seek the assistance of marketing.This is one reason we have discount airfares, hotel specials on weekends, and so on.This is also a good illustration of why it is difficult to separate the operations management functions from marketing in services.

Question 14

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

Accepted Answer

It is difficult to separate the operations management functions from marketing in services.

Question 15

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

Service encounters can be configured in a number of different ways.The service-system design matrix in Exhibit 9.3 identifies six common alternatives.

Question 16

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

The service-system design matrix does indeed identify six forms of service encounters: remote transactions, phone transactions, face-to-face transactions, detached transactions, self-service transactions, and technology-mediated transactions.

Question 17

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

Accepted Answer

A botched task calls for material compensation, while poor treatment from a server calls for an apology.

Question 18

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

Hiding behind marketing promises of service satisfaction is a set of actions that must be taken by the operations organization to fulfill these promises.

Question 19

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

Accepted Answer

A botched task calls for material compensation, while poor treatment from a server calls for an apology.

Question 20

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Accepted Answer

Service systems with a high degree of customer contact are more difficult to control than those with a low degree of customer contact.

Quiz 9: Service Processes

Poka-yoke is roughly translated from Japanese as "quality management."

Services often take the form of repeated encounters involving face-to-face interactions.

The "service blueprint" is a classification of services.

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

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

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

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

The service-system design matrix identifies five alternative forms of service encounters.

A service business is an organization whose primary business requires interaction with customers to produce the service.

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

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

It is difficult to separate the operations management functions from marketing in services.

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

The service-system design matrix identifies six forms of service encounters.

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

Marketing is responsible for fulfilling the service guarantee.

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

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.