Sample questions for Chapter 6:
1.Which of the following is not part of “the service triangle?”
A) Employees
B) Support systems
C) Customers
D) Service strategy
E) Service encounter
Answer: E
2.Which of the following is not a major factor distinguishing service design and
development from manufacturing design and development?
A) The process and product must be developed at the same time
B) Many service organizations can change their service offerings virtually
overnight
C) Many parts of the service package are often defined by the training that
individuals receive before they become part of the service organization
D) The service package, rather than a definable good, is the output of the
development process
E) Service operations can be protected by patents, manufacturing operations
cannot.
Answer: E
3.There are many applications of poka-yokes in service organizations. Which of the
following is one of the three-T's used to classify poka-yokes?
A) Task
B) Time
C) Teamwork
D) Trust
E) Talent
Answer: A
4.Which of the following is one of the three contrasting approaches to delivering onsite service?
A) Airline approach
B) Self-service approach
C) Fast food approach
D) Do-it-yourself approach
E) Internet approach
Answer: B
5.Which company pioneered the production line approach to delivering on-site
service?
A) Ritz-Carlton Hotel Company
B) McDonald's Corporation
C) Prudential Insurance Company
D) Eastern Airlines
E) Citibank
Answer: B
6. What are the major service designs?
7. What is poka-yoke?