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1、Managing Quality: Integrating the Supply Chain, 6e (Foster)Chapter 8 Designing Quality Services 1)service attributes cannot be inventoried or carried in stock over long periods of time.A) ContinuousB) ObjectiveC) TangibleD) DiscreteE) IntangibleAnswer: EDiff: 1Learning Outcome: Discuss the total cos
2、t of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept2) The heterogeneous nature of services means that.A) no two services are exactly the s
3、ameB) they cannot be inventoriedC) customers cannot be involved in the production of the serviceD) production and consumption of services occur simultaneouslyE) they cannot be carried in stock over long periods of timeAnswer: ADiff: 1Learning Outcome: Discuss the total cost of quality and compare th
4、e common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept27) Customer contact leads to a decrease in variability in the process.Answer: FALSEDiff: 1Learning Outcome: Discu
5、ss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept28) In services liability issues center around safety concerns, whereas
6、 in manufacturing liability issues relate to malpractice.Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Applicat
7、ion of KnowledgeType: Concept29) For both manufacturing and service firms, the customer is the core of the business.Answer: TRUEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implicati
8、ons those categorizations have for quality.AACSB: Application of KnowledgeType: Concept30) Service supply chains are bidirectional, which means that service customers actually provide inputs to the supply chain.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the co
9、mmon methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept31) The Unreliable Supplier Dilemma occurs because service companies receive most of their supplies from other service
10、 companies.Answer: FALSEDiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of Knowledge Type: Concept32) Capricious l
11、abor occurs because many services customers provide themselves as labor inputs into the production process.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those
12、 categorizations have for quality.AACSB: Application of KnowledgeType: Concept33) Define the term customer coproduction. Provide an example and describe the implications it has for service providers.Answer: Customer coproduction refers to the participation of the customer in the delivery of a servic
13、e product. For example, in many restaurants it is common for the customers to fill their own drinks. Because customers are actively involved in producing the services they consumer, they create problems for service providers. For example, the time required to serve different customers can vary widel
14、y, making it difficult to plan capacity. The varying demands of customers also contribute to process variability that makes quality product of services difficult. Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services
15、 are categorized and what implications those categorizations have for quality.AACSB: Application of Knowledge Type: Application34) Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.Answer: External services are tho
16、se whose customers pay the bills. Internal services are in-house services such as data processing, printing, and mail. Typically, these services are separate from the external customer. However, customer service to internal customers is very important to internal service because their services often
17、 can be outsourced. There is a trend in companies to outsource internal services. In a sense, this presents a competitive pressure on internal services. Although internal and external services may be very different, they do have many similarities. In both cases, competitive pressures can result in t
18、he possible loss of customers.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept35) Differe
19、ntiate between voluntary and involuntary services with examples.Answer: Voluntary services are services that we actively seek out and employ of our own accord. Generally, we research a voluntary service, such as a gas station, a restaurant, or a hotel, and have certain expectations when we engage it
20、s services.The quintessential example of an involuntary service is a prison. Other involuntary services include hospitals, the IRS, the police department, the fire department, and other services that you do not choose. If you have the chance to engage this type of service at some point, you likely w
21、ill have vague expectations about the experience.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType:
22、 Application36) What are the three major realities in service that affect the approaches in quality adopted by service providers?Answer: The three major realities in services that affect the approaches to quality adopted by service providers are intangibility, simultaneous production and consumption
23、, and customer contact.Because services* attributes can be intangible, it is sometimes difficult to obtain hard data relating to services. In manufacturing, dimensions such as height, weight, and width are available for measurement.Simultaneous production and consumption of services means that you h
24、ave to do it right the first time.Customer contact leads to an increase in variability in the process. This leads to a high degree of customization in services as well as great variability in the time required to perform services. In manufacturing, repetitive tasks are easily measured, and cycle tim
25、es are generally consistent. Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what implications those categorizations have for quality.AACSB: Application of KnowledgeType: Concept37) How are
26、the product liability issues in services different from those in manufacturing? Answer: Product liability issues in services are very different from manufacturing. Whereas in manufacturing, liability issues center around safety concerns, in services, liability issues often relate to malpractice, whi
27、ch refers to the professionalism of the service provider and whether reasonable measures were taken to ensure the customers well-being.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.1 Discuss how services are categorized and what im
28、plications those categorizations have for quality.AACSB: Application of KnowledgeType: Application38) Which of the following is not a quality dimension relating to services?A) empathyB) assuranceC) durabilityD) tangiblesE) responsivenessAnswer: CDiff: 2Learning Outcome: Discuss the total cost of qua
29、lity and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AACSB: Application of Knowledge39) Managers who view service quality as a force of underlying profitability and business success possess.A) high standardsB) a serv
30、ice visionC) a laissez-faire leadership styleD) responsivenessE) an in-the-field leadership styleAnswer: BDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AAC
31、SB: Application of KnowledgeType: Concept40) Managers who are focused on details and are highly organized with better equipped firms exemplify which of the following attributes of leader service?A) high standardsB) a service visionC) a laissez-faire leadership styleD) responsivenessE) an in-the-fiel
32、d leadership styleAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AACSB: Application of KnowledgeType: Concept41) Managers who stop by and visit the
33、ir service locations demonstrate.A) high standardsB) a service visionC) a laissez-faire leadership styleD) assuranceE) an in-the-field leadership styleAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions
34、of service quality to better define customer needs.AACSB: Application of KnowledgeType: Concept42) Responsiveness, assurance, and intangibles are three of the dimensions of service quality. Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of mana
35、ging qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AACSB: Application of KnowledgeType: Concept43) Leaders with service vision view service quality as the force underlying profitability and business success.Answer: TRUEDiff: 2Learning Outcome: Discuss the t
36、otal cost of quality and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AACSB: Application of KnowledgeType: Concept44) According to Parasuraman, Zeithamel, and Berry, what are the key attributes of services leaders?Ans
37、wer: The key attributes of a services leader are given below:First, a leader has a service vision. Such leaders really view service quality as the force underlying profitability and business success. When selecting strategies for improvement, leaders see quality as the winning strategy. Such a visio
38、n can be translated into action and excitement for others in the company.Services leaders have high standards. In services, you will notice that some firms are better equipped and maintained than others.Outstanding services leaders have an in-the-field style of leadership. Because there is so much c
39、ontact with the customer in a service system, the field is where the action is.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.2 Discuss the dimensions of service quality to better define customer needs.AACSB: Application of Knowledg
40、eType: Concept45) The SERVQUAL tool for assessing services quality was developed by.A) Hammer and ChampyB) Juran, Deming, and ShewhartC) Ishikawa and TaguchiD) Feigenbaum, Crosby, and PetersE) Parasuraman, Zeithamel, and BerryAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and co
41、mpare the common methods of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dimensional differencing.AACSB: Application of KnowledgeType: Concept46) The two parts of the SERVQUAL survey are.A) customer expectations and customer perceptionsB) service quality and product qualityC) pro
42、duct integrity and customer serviceD) services liability and manufacturing liabilityE) service vision and high standardsAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dimensional d
43、ifferencing.AACSB: Application of KnowledgeType: Concept47)shows the difference between actual customer expectations and managements idea or perception of customer expectations.A) Gap 1B) Gap 2C) G叩 3D) Gap 4E) Gap 5Answer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the
44、common methods of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dimensional differencing.AACSB: Application of KnowledgeType: Concept48) Gap 2 shows the difference between.A) service delivery and external communications to customersB) management perceptions of customer expectation
45、s and expected serviceC) service delivery and service quality specificationsD) expected service and perceived serviceE) service quality specifications and management perceptions of customer expectationsAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods
46、 of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dimensional differencing.AACSB: Application of KnowledgeType: Concept49)shows the difference between service delivery and service quality specifications.A) Gap 1B) Gap 2C) Gap 3D) Gap 4E) Gap 5Answer: CDiff: 2Learning Outcome: Disc
47、uss the total cost of quality and compare the common methods of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dimensional differencing.AACSB: Application of KnowledgeType: Concept50) Gap 4 shows the difference between.A) service delivery and external communications to customersB)
48、management perceptions of customer expectations and expected serviceC) service delivery and service quality specificationsD) expected service and perceived serviceE) service quality specifications and management perceptions of customer expectationsAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 8.3 Perform SERVQUAL analysis, including two-dim