Operations Management
13th Edition
ISBN: 9781259667473
Author: William J Stevenson
Publisher: McGraw-Hill Education
expand_more
expand_more
format_list_bulleted
Question
Chapter 5, Problem 2CTE
Summary Introduction
To determine: The struggle of service organization of issues related to time dependent, location dependent, and volatile and recommendations to an organization to overcome the issues.
Introduction: Service organization is a kind of organization, where the business persons, members, and professionals would dedicated for the general welfare. The output of the service organization is intangible and inventories cannot be maintained in the service organization.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Compared to manufacturing, service requirements tend to be more time dependent, location dependent, and volatile. In addition, service quality is often directly observable by customers. Find a recent article in a business magazine that describes how a service organization is struggling withone or more of these issues and make recommendations on what an organization needs to do to overcome these difficulties.
Measurable service delivery is required.
According to Parasuraman's theory, service quality has five dimensions: tangible, empathic, reliable, responsive, and dependable. How do you apply the Service Quality concept/theory to the 'Accor Group' company's service delivery measurement?
Briefly describe a service of your choice. Offer two recommendations for how the company/service provider in your example could manage the characteristics of services to create more value for its customers.
Chapter 5 Solutions
Operations Management
Ch. 5.8 - Explain the meaning of the phrase Hours versus...Ch. 5.8 - Prob. 1.2RQCh. 5.8 - Prob. 1.3RQCh. 5.8 - Prob. 1.4RQCh. 5.8 - Prob. 1.5RQCh. 5.S - Prob. 1DRQCh. 5.S - Prob. 2DRQCh. 5.S - Explain the term bounded rationality.Ch. 5.S - Prob. 4DRQCh. 5.S - Prob. 5DRQ
Ch. 5.S - What information is contained in a payoff table?Ch. 5.S - Prob. 7DRQCh. 5.S - Prob. 8DRQCh. 5.S - Under what circumstances is expected monetary...Ch. 5.S - Explain or define each of these terms: a. Laplace...Ch. 5.S - Prob. 11DRQCh. 5.S - Prob. 12DRQCh. 5.S - Prob. 13DRQCh. 5.S - Prob. 1PCh. 5.S - Refer to problem1. Suppose after a certain amount...Ch. 5.S - Refer to Problems 1 and 2 Construct a graph that...Ch. 5.S - Prob. 4PCh. 5.S - Prob. 5PCh. 5.S - The lease of Theme Park, Inc., is about to expire....Ch. 5.S - Prob. 7PCh. 5.S - Prob. 8PCh. 5.S - Prob. 9PCh. 5.S - A manager must decide how many machines of a...Ch. 5.S - Prob. 11PCh. 5.S - Prob. 12PCh. 5.S - Prob. 13PCh. 5.S - Prob. 14PCh. 5.S - Give this payoff table: a. Determine the range of...Ch. 5.S - Prob. 16PCh. 5.S - Repeat all parts of problem 16, assuming the value...Ch. 5.S - Prob. 18PCh. 5 - Prob. 1DRQCh. 5 - Prob. 2DRQCh. 5 - How do long-term and short-term capacity...Ch. 5 - Give an example of a good and a service that...Ch. 5 - Give some example of building flexibility into...Ch. 5 - Why is it important to adopt a big-picture...Ch. 5 - What is meant by capacity in chunks, and why is...Ch. 5 - Prob. 8DRQCh. 5 - How can a systems approach to capacity planning be...Ch. 5 - Prob. 10DRQCh. 5 - Why is it important to match process capabilities...Ch. 5 - Briefly discuss how uncertainty affects capacity...Ch. 5 - Prob. 13DRQCh. 5 - Prob. 14DRQCh. 5 - Prob. 15DRQCh. 5 - Prob. 16DRQCh. 5 - What is the benefit to a business organization of...Ch. 5 - Prob. 1TSCh. 5 - Prob. 2TSCh. 5 - Prob. 3TSCh. 5 - Prob. 1CTECh. 5 - Prob. 2CTECh. 5 - Identify four potential unethical actions or...Ch. 5 - Any increase in efficiency also increases...Ch. 5 - Prob. 1PCh. 5 - In a job shop, effective capacity is only 50...Ch. 5 - A producer of pottery is considering the addition...Ch. 5 - A small firm intends to increase the capacity of a...Ch. 5 - A producer of felt-tip pens has received a...Ch. 5 - A real estate agent is considering changing her...Ch. 5 - A firm plans to begin production of a new small...Ch. 5 - A manager is trying to decide whether to purchase...Ch. 5 - A company manufactures a product using two machine...Ch. 5 - A company must decide which type of machine to...Ch. 5 - Prob. 11PCh. 5 - A manager must decide how many machines of a...Ch. 5 - Prob. 13PCh. 5 - The following diagram shows a four-step process...Ch. 5 - Prob. 15PCh. 5 - Prob. 16PCh. 5 - Prob. 17PCh. 5 - Prob. 18PCh. 5 - A new machine will cost 18,000, butt result it...Ch. 5 - Remodelling an office will cost 25,000 and will...Ch. 5 - Prob. 1CQCh. 5 - Prob. 2CQCh. 5 - Prob. 3CQ
Knowledge Booster
Similar questions
- Analyze the role of service design thinking in enhancing the overall customer experience. Provide examples of companies that have successfully implemented service design principles.arrow_forwardIn many instances, "other customers" are present in the service environment and can affect the nature of the service outcome or process. List and discuss four ways that "other customers" can adversely affect the service delivery at a musical concert. Explain.arrow_forwardSome suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion.arrow_forward
- Describe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake, or service upset.arrow_forwardSelect a “critical” business service and discuss how you go about planning its continual service improvement to ensure continuing “strategic” relevancy and success for the business.arrow_forwardDescribe in your own words the Gaps between the consumers and service providers with reference to satisfactory level of quality.arrow_forward
- SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. Explain how the use of the SERVQUAL Model would help OUTsurance better service its customers.arrow_forwardSome suggest that customer expectation is the key to service success. Give an example to support or refute this assertion.arrow_forwardCreate a service blueprint for customer support. It can be any company you'd like.arrow_forward
- Make a recommendation Describe the potential limitations of the recommended solution and what to monitor to ensure it will be successfully implemented.arrow_forwardABD garage deals with repairs of motor vehicles of all kinds and has recently faced a problem of customer complaints on the quality of services offered. The owner of the garage has approached you for advice on the problem of customer dissatisfaction and you intend to use your knowledge on cost of quality to educate the management on the way forward. What are the basic issues that you can address to them in order to reduce or avoid customer complaints?arrow_forwardExplain not just what is meant by the phrase "service quality," but also the ideas behind "measuring and monitoring service delivery."arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
