Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Question
Chapter 20, Problem 4PA
Summary Introduction
To determine: The correct statement related to service blueprinting.
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Students have asked these similar questions
Which of the following statements does NOT help to close the gaps? *
a. Service must reflect customer expectations
b. Give information on product research and feedback on operations to customers
c. educate customers to see the reality of service delivery
d. Unlearn perceptions and interpretation of service delivery
2. Displaying performance on the firm's quality standards through surveys and customer advisory panels are examples of ___ of service quality *
a. hard measures
b. soft measures
c. control chart metric
Which of the following should be ignored in a make-or-buy decision?
a. cost savings
b. whether the supplier will make a profit that would no longer belong to the business
c. future growth in the plant and other production opportunities
d. quality issues with the supplier
In customer-relationship management, a complaint is
a. A Process recovery
b. A way of customer interaction with financial teams
c. Indication of customer dissatisfaction.
d. Away of ignorance of quality.
Chapter 20 Solutions
Operations Management
Ch. 20 - Prob. 1CQCh. 20 - Prob. 2CQCh. 20 - Prob. 3CQCh. 20 - Prob. 4CQCh. 20 - Prob. 5CQCh. 20 - The Kano model classifies needs into three...Ch. 20 - Prob. 7CQCh. 20 - Prob. 8CQCh. 20 - Prob. 9CQCh. 20 - Prob. 10CQ
Ch. 20 - Prob. 11CQCh. 20 - Prob. 12CQCh. 20 - Prob. 13CQCh. 20 - Prob. 14CQCh. 20 - Prob. 15CQCh. 20 - Prob. 16CQCh. 20 - Prob. 17CQCh. 20 - Prob. 18CQCh. 20 - Prob. 19CQCh. 20 - Prob. 1PACh. 20 - Prob. 2PACh. 20 - Prob. 3PACh. 20 - Prob. 4PACh. 20 - Prob. 5PACh. 20 - Prob. 6PACh. 20 - Prob. 7PACh. 20 - Prob. 1CCh. 20 - Prob. 2CCh. 20 - Prob. 3C
Knowledge Booster
Similar questions
- Facts gathered about the potential customer may indicate the prospects need for the product. What is this process called? a. Summary confirmation question b. Confirmation question c. Information gathering question d. Probing questionsarrow_forwardIdentify the correct statement from the following. O a. Quality policy gives the set of requirements to be satisfied by a material, product, or service for its use by a customer and must be explicitly mentioned by the manufacturer and displayed on the package of the product. O b. Specifications contain general rules for achieving the most important goals of the organization with the specific steps/parts required to achieve the quality in a company. Oc. Product recall is defined as a request to return, exchange, or replace a product after a manufacturer or consumer watch group discovers defects that could hinder performance, harm consumers, or produce legal issues for the producers. O d. Quality objectives gives the details of standard which is often referenced by a contract or procurement document by providing the necessary details about the specific requirements.arrow_forwardCompliance with Standards. What is the primary objective of the standards element? a. To ensure that the organization meet all state and federal laws and standards. b. To ensure that the company is meeting its process safety obligations. c. To ensure that a facility remains in conformance with applicable standards, codes, regulations, and laws, including voluntary ones adopted by the company. d. None of the above.arrow_forward
- Quality is the ability of a product or service to consistently meet or exceed a. the customer's expectations. b. the manufacturer's or service provider's advertising claims. c. the manufacturer's or service provider's requirements and specifications. d. all of the above. e. b and c, only.arrow_forwardWhich of the following is true regarding the business views/goals to build a business intelligence data warehouse? * Makes an organization’s information inaccessible. Make an organization’s information inconsistent. Empowers end users and gives them control over their reporting needs.Yields small Return on InvestmentIdentifying customers with the greatest profit potential increases the likelihood that they will want the product or service offering and retain loyalty. Which of the following best describes the statement? * Research and development Product and service quality Customer selection Human capital Which of the following is NOT a reason for building a data warehouse? Provide a decentralized decision-making environment and not to rely on IT folk None of the above Provide good performance for both decision support and OLTP applications Provide answers to business questions that thus far have been unansweredarrow_forward33 ___is a process of measuring the performance of a company's products, services, or processes against those of another business considered to be the best in the industry, aka best in class. a. Benchmarking b. Balanced score card c. All of the options d. Ratiosarrow_forward
- Assume that a draft specification is “a comfortable weight.” Brian wants to wait until aprototype is designed, built, and tested with a customer. Fernando wants to use a target of 650gand adjust it later. Who is right? Why?arrow_forwardWhich of the following statements regarding cost-of-quality (COQ) reporting is correct?a. Total cost of quality (COQ) consists of conformance costs plus nonconformance costs.b. Total cost of quality (COQ) consists of conformance costs plus appraisal costs.c. A typical COQ report includes out-of-pocket costs, but not opportunity costs.d. The focus of reporting is the production segment of the internal value chainarrow_forwardThe 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. validityarrow_forward
- Which of the following best completes this sentence? The goal of quality control is to create defect-free products through activities such as testing. In contrast, quality assurance focuses on … a) Collecting metrics to help management monitor of the effectiveness of test and development activities. b) Selecting the development methodology and managing the development life cycle. c) The establishment and company templates, guidelines and standards. d) The software development process, not the software products being developed. e) Ensuring customer satisfaction by providing support for users and being responsive to user feedback.arrow_forwardThe business analysis stage generates extremely important information for new product development as: a. collecting information from different sources to generate new ideas. b.verifying if the product will perform well in a real-life environment. c.turning the original concept into a product. d.assessing how the product can be differentiated from the competition.arrow_forwardList down sample spiels/statements that you can use in providing exceptional customer service. Do not copy the spiels/statements that have already been provided in the sample. 1. Twenty reassurance statements 2. Twenty providing guidance statements Note: sample in the photo attachedarrow_forward
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