CHAPTER 6 | 1 CORRECT | |
A process is said to be in control when all the variation that is noticed can be assigned to specific causes. | | | A) | True | | | B) | False | | | | | | | | 2 CORRECT | |
'GAPS' refer to differences in perceptions, expectations, goals and understanding among management, employees and customers. | | | A) | True | | | B) | False | | | | | | | | 3 INCORRECT | |
A walk-through audit is a service delivery process-oriented survey given to customers and mangers to evaluate the perception of the customer experience. | | | A) | True | | | B) | False | | | | | | | | 4 INCORRECT | |
Quality function deployment is a service design tool to translate customer expectations into measurable conformance specifications. | | | A) | True | | | B) | False | | | | | | | | 5 CORRECT | |
According to customers, __________ is the most important dimension of service quality? | | | A) | prompt service | | | B) | courtesy of employees | | | C) | the attractiveness of the service facility | | | D) | the dependability and accuracy of the service | | | | | | | | 6 INCORRECT | |
Companies often "manage the evidence". For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. Which 'GAP' is this activity attempting to close? | | | A) | GAP 5: difference between what customers expect and what they perceive | | | B) | GAP 4: difference between what is provided and what customers think is provided | | | C) | GAP 3: difference between what management wants to provide and what is actually provided | | | D) | GAP 1: difference between what customers want and what management thinks they want | | | | | | | | 7 INCORRECT | |
There are four basic approaches to service recovery; _________ is not one of them. | | | A) | refund with apology | | | B) | early intervention | | | C) | substitute service | | | D) | systematic protocol | | | | | | | | 8 CORRECT | |
Which category of the 'Cost-Of-Quality' is most closely related with Shingo's Poka-Yoke? | | | A) | Internal failure costs | | | B) | External failure costs | | | C) | Detection costs | | | D) | Prevention costs | | | | | | | | 9 CORRECT | |
Which is not a direct benefit normally associated with an unconditional service guarantee? | | | A) | Increases customer loyalty. | | | B) | Helps increase quality and quantity of feedback. | | | C) | Increases market share. | | | D) | Clearly tells employees what is required. | | | | | | | | 10 INCORRECT | |
The implementation of an effective process control cycle for service systems is hampered by: | | | A) | The constantly changing environment of services. | | | B) | The intangibility of services making direct measurement difficult. | | | C) | The heretofore undefined range of what is acceptable and what is unacceptable. | | | D) | The fact that accurate, timely feedback for services is difficult to obtain. | | | | | | |
CHAPTER 7 | 1 CORRECT | |
The wide aisles, bright lighting, and merchandise display at Lowe's encourages browsing unlike the warehouse feel of its competitor Home Depot that seem more macho. | | | A) | True | | | B) | False | | | | | | | | 2 CORRECT | |
A process layoutdescribes an inflexible sequence of steps or operations that all customers must experience. | | | A) | True | | | B) | False | | | | | | | | 3 CORRECT | |
The servicescape captures the environmental dimensions of a facility that influence the behavior of both customers and employees. | | | A) | True | | | B) | False | | | | | | | | 4 CORRECT | |
The bottleneck of a process is the operation with the shortest cycle time. | | | A) | True | | | B) | False | | | | | | | | 5 INCORRECT | |
One of the following is nota measure of process capability. | | | A) | Capacity | | | B) | Throughput time | | | C) | Bottleneck | | | D) | Rush order flow time | | | | | | | | 6 CORRECT | |
The "servicescape" of a facility should be designed with an image and feel that is consistent with the service concept because: | | | A) | Competition has set the standard for how locations should "feel." | | | B) | Customers and employees are influenced on a deep, emotional level by their surroundings. | | | C) | Customers are always looking for something new and exciting. | | | D) | None of the above | | | | | | | | 7 CORRECT | |
Signs and symbols in a service facility are helpful because they: | | | A) | Orient customers and promote acceptable behavior | | | B) | Cause customers to spend more money per visit | | | C) | Reduce anxiety associated with waiting | | | D) | Cause employees to be more helpful | | | | | | | | 8 CORRECT | |
When attempting to halve the cycle time of a service, doubling the capacity of the bottleneck is often insufficient because: | | | A) | The bottleneck simply moves from one service activity to another. | | | B) | The relationship between the cycle time and the bottleneck is not linear. | | | C) | There is no direct relationship between the bottleneck and the cycle time. | | | D) | Doubling the capacity of a bottleneck is rarely feasible. | | | | | | | | 9 INCORRECT | |
Operations sequence analysisis a method used to determine the | | | A) | lowest possible cycle time for a service. | | | B) | sequence of steps in a service. | | | C) | appropriate layout for departments that provide related services. | | | D) | None of the above | | | | | | | | 10 CORRECT | |
A ________ is an example of a service facility layout in which minimizing total travel-distance is notan important consideration. | | | A) | convenience store | | | B) | supermarket | | | C) | post office | | | D) | school |
CHAPTER 8 | 1 INCORRECT | |
A process capability index is a statistical measure of process varibility. | | | A) | True | | | B) | False | | | | | | | | 2 INCORRECT | |
Several countries require that foreign companies become Malcolm Baldrige certified. | | | A) | True | | | B) | False | | | | | | | | 3 CORRECT | |
The increased importance of quality is a direct function of increased competition. | | | A) | True | | | B) | False | | | | | | | | 4 CORRECT | |
Lean service is an extension of principles pioneered by the Toyota Production System. | | | A) | True | | | B) | False | | | | | | | | 5 CORRECT | |
______________ is not step in the Six-Sigma DMAIC process. | | | A) | Define | | | B) | Measure | | | C) | Act | | | D) | Control | | | | | | | | 6 INCORRECT | |
____________ is not a major category in the fishbone chart. | | | A) | Personnel | | | B) | Process | | | C) | Procedures | | | D) | Customers | | | | | | | | 7 INCORRECT | |
The main aspect of ISO 9000 is ___________ | | | A) | compliance to documented practices. | | | B) | to achieve total customer satisfaction. | | | C) | to achieve and maintain high improvement rate. | | | D) | None of the above | | | | | | | | 8 INCORRECT | |
________ promotes exceptional leadership behaviors as a way of life in society. | | | A) | ISO 9000 | | | B) | Baldrige Award | | | C) | Six-Sigma | | | D) | None of the above | | | | | | | | 9 INCORRECT | |
A Pareto chart | | | A) | is a visual representation of the process and helps analysts determine potential problem areas. | | | B) | presents data as a frequency distribution in bar chart form. | | | C) | visually shows the relationship between two variables to aid in identifying correlation. | | | D) | sorts problems by their relative frequency in a descending bar graph. | | | | | | | | 10 INCORRECT | |
Which of the following is not considered a quality tool for analysis and problem solving? | | | A) | Control chart | | | B) | Histogram | | | C) | Scatter diagram | | | D) | Poka-yoke | | | | | |

Question 1 1.
In Schmenner's article, the primary theme could best be characterized by which of the following statements.
Answer
| a. | Productivity can be increased by the appropriate levels of automation and capital equipment employed in the business. | | b. | Manufacturing operations do not experience significant levels of variability related to quality, quantity, or timing. | | c. | The shorter the throughput time, the more likely there is waste in the system. | | d. | Productivity rises with the speed by which materials (or information) flow though the process. |

0.33 points Question 2 1.
Chapter 7 - Which of the following is not a method service facilities use to provide orientation for customers?
Answer
| a. | Signs and color codes to indicate direction | | b. | Use of walled cubicles to ensure privacy | | c. | Use of artifacts | | d. | Franchised services that use formula facilities |

0.33 points Question 3 1.
Chapter 8 - Which one the following is not a guiding principle of lean philosophy?
Answer
| a. | Satisfy the needs of customers by doing only value added activities. | | b. | Be flexible in response to customer demands. | | c. | Define the value stream by flowcharting the process. | | d. | Eliminate waste. |

0.33 points Question 4 1.
Chapter 2 - An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's
Answer
| a. | time perishability. | | b. | labor intensity. | | c. | intangibility. | | d. | simultaneous production and consumption. |

0.33 points Question 5 1.
Chapter 2 - Which among the following strategies is used by fast-food restaurants to reduce costs?
Answer
| a. | Increase advertising via the Internet. | | b. | Allowing the customer to play an active part in the service process. | | c. | Increase prices. | | d. | Increase menu items to cater to varying tastes. |

0.33 points Question 6 1.
Chapter 3 - Which of the following is usually not a good idea with respect to an overall cost leadership strategy?
Answer
| a. | Offer as many different services as possible to spread overhead costs. | | b. | Concentrate on routine/standardized services. | | c. | Replace labor with capital where possible. | | d. | Perform some service activities off-line at a centralized site. |

0.33 points Question 7 1.
Which of the following statements is a limitation of Schmenner's "swift, even flow" model?
Answer
| a. | The model addresses productivity, not profits. | | b. | There is an inverse relationship between productivity and profits. | | c. | The model addresses profits rather than productivity. | | d. | The model does not consider customer variability. |

0.33 points Question 8 1.
Chapter 4 - A service blueprint can be used for all but one of the following:
Answer
| a. | Educate customers. | | b. | Identify areas of service improvement. | | c. | Maintain the level of service complexity and divergence. | | d. | Identify points where moments of truth will occur. |

0.33 points Question 9 1.
Chapter 4 - Which of the following is not a source of technology-driven service innovation?
Answer
| a. | Power/energy | | b. | Material | | c. | Location | | d. | Facility design |

0.33 points Question 10 1.
Chapter 2 - A hospital is an example of a service process that has
Answer
| a. | high degree of labor intensity and low degree of customization. | | b. | low degree of labor intensity and low degree of customization. | | c. | high degree of labor intensity and high degree of customization. | | d. | low degree of labor intensity and high degree of customization. |

0.33 points Question 11 1.
Chapter 6 - Which of the following is a poka-yoke method?
Answer
| a. | Adopting a checklist to help an employee avoid making a mistake | | b. | Designing a service to reflect the customers' needs and requirements | | c. | Designing a service in a robust manner that can withstand abuse by customers | | d. | Comparing a firm's quality performance to the performance of others that are considered "best in class" |

0.33 points Question 12 1.
Chapter 3 - The qualifier for an airline offering short commuter flights is:
Answer
| a. | quality of the meals. | | b. | safety record. | | c. | politeness of the crew. | | d. | on-time performance. |

0.33 points Question 13 1.
Chapter 6 - Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1)?
Answer
| a. | Standardization of service delivery. | | b. | Improved market research. | | c. | Employee empowerment. | | d. | Investment in training. |

0.33 points Question 14 1.
Chapter 7 - The line balancing problem arises because of:
Answer
| a. | mismatched capacities of the various operations. | | b. | mismatched labor inputs required at various operations. | | c. | large waiting lines. | | d. | inflexibility of the line. |

0.33 points Question 15 1.
Chapter 4 - One advantage of reduced divergence is
Answer
| a. | quicker response to market demands. | | b. | greater efficiency. | | c. | maximization of revenue per customer. | | d. | the ability to command higher prices. |