Deck 8: Developing and Managing Service Processes

Question 1

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

Answer 1

True

Question 2

Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

A) kanbans
B) poka-yokes
C) jidokas
D) banzais
E) sodokus

Answer 2

B

Question 3

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

A) roll; retrieval; implicit aspects; explicit aspects
B) stage; servicescape; exterior; interior
C) stage; service area; customers; employees
D) roll; canopy; employees; equipment
E) roll; service area; front-stage; backstage

Answer 3

B

Question 4

The first step in developing a service blueprint is ____________.

A) to reach a consensus on which activities are more important than others
B) to identify all the key activities involved in creating and delivering the service
C) to identify the links between a set of alternative service possibilities
D) to identify the key employees who will be enacting the service blueprint
E) to identify the key customers who will be participating in the service

Question 5

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality

Question 6

The line of ____________ divides front-stage activities from backstage activities.

A) service standards and scripts
B) physical evidence
C) internal physical interaction
D) internal IT interaction
E) visibility

Question 7

Service process redesign encompasses reconstitution, rearrangement, or substitution of service processes.

Question 8

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

A) Reduced number of service failures.
B) Reduced cycle time.
C) Enhanced productivity.
D) Increased profitability.
E) Increased customer satisfaction.

Question 9

Blueprints can pinpoint the stages in the process where customers commonly have to wait.

Question 10

Which of the following is NOT an advantage of self-service technologies?

A) Greater choice of products
B) Higher perceived level of customization.
C) Convenience of location.
D) Greater control over service delivery.
E) Cost and time savings.

Question 11

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Question 12

Which of the following is NOT a key component of a service blueprint?

A) Line of transference
B) Line of interaction
C) Line of visibility
D) Backstage actions by customer contact personnel
E) Front-stage actions by customer contact personnel

Question 13

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Question 14

Blueprinting is a more complex form of ____________.

A) linear graphing
B) flow charting
C) Cox & Snell analysis
D) non-linear graphing
E) cluster analysis

Question 15

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process, including all but emotional inputs.

Question 16

A blueprint specifies in some detail how a service process should be constructed.

Question 17

SST is only better than the interpersonal alternative if it saves time, provides ease of access, cost savings, or some other benefits.

Question 18

Service process redesign can be categorized into all EXCEPT which of the following types?

A) Getting rid of non-value adding steps.
B) Shifting to self-service.
C) Delivering direct service.
D) Separating services.
E) Redesigning the physical aspect of service processes.

Question 19

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience "front-stage" and the activities of employees and support processes "backstage."

Question 20

Service blueprints ____________, and how these are supported by backstage activities and systems.

A) enhance servicescape features such as furniture and lighting
B) complicate employee handling of special requests
C) clarify the interactions between customers and employees
D) enhance customer technical know-how
E) diminish customer complaining capacity

Question 21

List the nine components of a service blueprint.

Question 22

How many "acts" does a meal at Chez Jean consist of?

A) One act
B) Two acts
C) Three acts
D) Four acts
E) Five acts

Question 23

"Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Question 24

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car, this is an example of which service process redesign?

Question 25

What three questions does Mary Jo Bitner suggest managers should put in their firms' SSTs to the test with?

Question 26

Describe and draw a flowchart for a possession processing service.

Question 27

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

Question 28

What does SST stand for?

Question 29

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Question 30

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Question 31

How can firms prevent customer failures?

Question 32

What are the acts that "restaurant drama" can be divided into?

Question 33

Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the direct service approach to managing the service delivery process.

Question 34

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Question 35

How is the patient a partial employee?

Question 36

Restaurants are often quite theatrical in their use of physical evidence such as furnishing, décor, uniforms, lighting, and table settings).

Question 37

Poke-yokes originated from Total Quality Management methods in manufacturing.

Question 38

Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the bundled service approach to managing the service delivery process.

Question 39

What is flowcharting?

Question 40

Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.

A) the customer's eye color
B) the customer's bank account number
C) the customer's shirt size
D) the customer's account type
E) the customer's nationality

Question 41

Which kinds of services are the easiest to offer using SSTs. Explain why.

Question 42

Describe how poke-yokes contribute services as a fail-safe method.