Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 3, Problem 3CQ
Summary Introduction
To identify: The downstream step of the process relative to the current position of Person X in the process.
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An automobile service is having difficulty providing oil changes in the 29 minutes or less mentioned in its advertising. You are to analyze the process of changing automobile engine oil. The subject of the study is the service mechanic. The process begins when the mechanic directs the customer’s arrival and ends when the customer pays for the services.
What difference does it make if a customer wants a 10,000-unit order produced and delivered all at one time or in 2,500-unit batches?
Customers' level of satisfaction with a service derives from the perceived value of the service at the point in time of access.
Therefore customer satisfaction is not directly related to
Select one:
a. the timeliness of the service
b. their perception of the service performance
c. their expectations regarding service
d. the qualification of the service staff
Which of the following situations will tend to increase customer dissatisfaction with waiting in line the most?
Select one:
a. The physical location of an operation
b. Bright lights in the banking hall
c. Large numbers of customers
d. Idle workers in the view of customers
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Chapter 3 Solutions
Operations Management
Ch. 3 - Prob. 1CQCh. 3 - Prob. 2CQCh. 3 - Prob. 3CQCh. 3 - Prob. 4CQCh. 3 - You observe a long line at the airport security....Ch. 3 - Prob. 6CQCh. 3 - What is the maximum utilization a resource can...Ch. 3 - Is the capacity of the bottleneck larger than,...Ch. 3 - Prob. 9CQCh. 3 - You observe a vehicle registration department at...
Ch. 3 - Prob. 1PACh. 3 - A community health systems nurse team consists of...Ch. 3 - Consider a process consisting of three resources....Ch. 3 - Prob. 4PACh. 3 - Prob. 5PACh. 3 - Prob. 6PACh. 3 - Prob. 7PACh. 3 - Consider a four-step serial process with...Ch. 3 - Consider a four-step serial process with the...Ch. 3 - Prob. 10PACh. 3 - Prob. 11PACh. 3 - The Tesla Model S, one of the most sought-after...Ch. 3 - The Tesla Model S, one of the most sought-after...Ch. 3 - The Tesla Model S, one of the most sought-after...Ch. 3 - The Tesla Model S, one of the most sought-after...
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