Services blueprinting is O a. Atool to help with brainstorming activities to improve customer service. O b. A service quality tool to improve customer service during after sales. O c. A survey activity that results into a process to improve customer quality. O d. An understanding logic of the business environment.
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- In the database system -to determine the need for a feasibility of developing a new system. Select one: O a. Physical design O b. Planning O c. Conceptual design O d. ImplementationWhich business process takes into consideration the deficiencies identified by another process and the goals of the business? a.The value chain process. b.The work system process. c.The to-be process. d.The as-is process. What is a value chain? a.Steps used to create a product for retail. b.The set of activities used to create equipment for a customer. c.The creation of a product or service for a customer using a set of activities. d.Steps used to initiate a product for wholesale. Strategic management makes unscheduled, ad hoc decisions. Select one: True FalseMeasurement of quality requires: A. protocols. B. data. C. leadership. D. outcomes.
- One of the benefits of business process management is “enhanced process agility”. Which of the following isnot an appropriate example of this benefit?A. Payment through cash, credit card, or e-cash (e.g. GCash)B. Food delivery through FoodPanda, GrabFood, or Food NinjaC. Food service through dine-in, take-out, or deliveryD. None of the aboveCompared to services, manufacturing usually has a. lower customer contact. b. higher standardization of output. c. less interaction with the customer. d. better quality control. e. all of the above.Match the term on the left with its correct definition on the right. 1. Coined by Hammer and Champy, simplifies processes and eliminates the non-value added elements from the process, and is synonymous to the Total Quality Management approach of process improvement BPR or Business Process Engineering A bottleneck 2. The most constraining resource in a process Service blueprinting 3. Shows how the customer and service provider interact at each step of the service delivery process Little's law 4. States that inventory in a process is related to the throughput rate and throughput time
- Research questions are the translation of the problem of the organization into a specific need for information. * True FalseIt is important to cammunicate with the customer verbaliy and non-verbally about the satistying capacity of the product These tateinents are meatto the customer of the best possible product fit to his needs. Recommend, progress or help O b. Inform, persuade, remind O c. Identify, suggest, remind O d. Informs, persuade, recommendOne of the benefits of business process management is “enhanced process agility”. Which of the following is not an appropriate example of this benefit? A. Payment through cash, credit card, or e-cash (e.g. GCash) B.Food delivery through Food Panda, Grab Food, or Food Ninja C. Food service through dine-in,take-out,ordelivery D. None of the above Which system development methodology allows the user to immediately use the system? A. Waterfall development B. Rapidapplicationdevelopment C. Agiledevelopment D. None of the above
- In general, which of the following statements is not true? Group of answer choices Service operations has more customer contact than manufacturing. High customer contact services are “experienced”. Manufacturing operations have sophisticated methods for measuring performance. Service operations can produce a tangible output. Manufacturing operations have frequent customer contact in the conversion process.The process of including both qualitative and quantitative methods measuring the same variable to compare results across methods is best known as _________. a. mixed methods b. reliability c. triangulation d. validityWhat is true regarding TQM? (one attempt for multiple choice question) O TQM is a continuous process and the responsibility of every employees O TQM is costly and should be implemented only when there are significant revenue impacts TQM is conceptual only, and is not measurable O TQM is initiated by individual product issues and ceases when the problem is resolved TQM is the responsibility of the Operations manager, not marketing or accounting.