Principles Of Operations Management
11th Edition
ISBN: 9780135173930
Author: RENDER, Barry, HEIZER, Jay, Munson, Chuck
Publisher: Pearson,
expand_more
expand_more
format_list_bulleted
Question
Chapter 5, Problem 1CS
Summary Introduction
Case summary:
Company D is a plumbing, heating and air-conditioning company. This company has a simple but powerful strategy. The main goal of the company is their customer satisfaction. The firm offers 24 hours service for 7 days a week with no extra charges.
Company D guarantees price for their work and offers guarantee for all parts for a year. The company does not charge for travel. The company highly concentrates on customer satisfaction rather than wealth creation.
The company does selective hiring, training and education, performance and compensation to concentrate on customer satisfaction. The company charges premium price but has high customer response due to the promised value. The revenue has increased from $200,000 to $3.3 million.
To determine: The product of company D, its tangible parts and the service components.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Which of the following characteristics separates services from other products in its quality of services that depends on who provides the services?
Question 6 options:
A)
Intangibility
B)
Variability
C)
Perishability
D)
Inseparability
Question :
It's critical to understand the various requirements of your customers in order for your product or service to meet their expectations requirements
Question 39 of 50
Always make sure you
before prescribing a solution to a customer problem.
empathize with the customer
> read from your script
☐ understand the issue
apologize sincerely
Previ
Chapter 5 Solutions
Principles Of Operations Management
Ch. 5.S - Prob. 1DQCh. 5.S - Prob. 2DQCh. 5.S - Prob. 3DQCh. 5.S - Prob. 4DQCh. 5.S - Prob. 5DQCh. 5.S - Prob. 6DQCh. 5.S - Prob. 7DQCh. 5.S - Prob. 1PCh. 5.S - Prob. 2PCh. 5.S - Prob. 3P
Ch. 5.S - Prob. 4PCh. 5.S - Prob. 5PCh. 5.S - Prob. 6PCh. 5.S - Prob. 7PCh. 5.S - Prob. 8PCh. 5.S - Prob. 9PCh. 5.S - Prob. 10PCh. 5.S - A Southern Georgia school district is considering...Ch. 5.S - Prob. 12PCh. 5.S - Prob. 13PCh. 5.S - Prob. 14PCh. 5.S - Prob. 15PCh. 5.S - Prob. 16PCh. 5.S - Prob. 17PCh. 5.S - Prob. 18PCh. 5.S - Prob. 19PCh. 5.S - Prob. 1.1VCCh. 5.S - Prob. 1.2VCCh. 5.S - Prob. 1.3VCCh. 5.S - Prob. 2.1VCCh. 5.S - Prob. 2.2VCCh. 5.S - Prob. 2.3VCCh. 5.S - Prob. 3.1VCCh. 5.S - Prob. 3.2VCCh. 5.S - Prob. 3.3VCCh. 5.S - Prob. 3.4VCCh. 5 - Prob. 1EDCh. 5 - Prob. 1DQCh. 5 - What techniques do we use to define a product? ...Ch. 5 - Prob. 3DQCh. 5 - Prob. 4DQCh. 5 - Prob. 5DQCh. 5 - Prob. 6DQCh. 5 - Describe four organizational approaches to product...Ch. 5 - Explain what is meant by robust design.Ch. 5 - Prob. 9DQCh. 5 - What information is contained in a bill of...Ch. 5 - What information is contained in an engineering...Ch. 5 - What information is contained in an assembly...Ch. 5 - Prob. 13DQCh. 5 - Explain how the house of quality translates...Ch. 5 - Prob. 15DQCh. 5 - Prob. 16DQCh. 5 - Why are the direct interaction and surrogate...Ch. 5 - Prob. 18DQCh. 5 - Prob. 1PCh. 5 - Prob. 2PCh. 5 - Prob. 3PCh. 5 - Construct a house of quality matrix for a...Ch. 5 - Prob. 5PCh. 5 - Prob. 6PCh. 5 - Prob. 7PCh. 5 - Prob. 8PCh. 5 - Prepare a bill of material for (a) a pair of...Ch. 5 - Prob. 10PCh. 5 - Prepare a script for telephone callers at the...Ch. 5 - Prob. 12PCh. 5 - Prob. 13PCh. 5 - Prob. 14PCh. 5 - Prob. 15PCh. 5 - Prob. 16PCh. 5 - Prob. 17PCh. 5 - Prob. 18PCh. 5 - Prob. 19PCh. 5 - Residents of Mill River have fond memories of ice...Ch. 5 - Prob. 21PCh. 5 - Prob. 22PCh. 5 - Prob. 23PCh. 5 - Prob. 24PCh. 5 - Prob. 25PCh. 5 - Prob. 1CSCh. 5 - Prob. 2CSCh. 5 - Prob. 3CSCh. 5 - Prob. 1VCCh. 5 - Prob. 2VCCh. 5 - Prob. 3VCCh. 5 - Prob. 4VC
Knowledge Booster
Similar questions
- Question 1) Why is it necessary, as part of the planning process for customer service teams, to review previous performance and successful approaches and to identify factors affecting performance? Question 2) Where does the information come from and how is it used? Please note this a two part question for the same questionarrow_forward12:17 Multiple Choice Questions You are required to answer all of the below 25 multiple choice questions. Please select one correct answer for each question. The new 7UP design in the 3 points Egyptian market is part of the product level. * junle o igai ng Augmented Support Actual Core The first step in designing 3 points support services is to: * Add new services that will both delight customers and yield profits to the companyarrow_forwardList the importance of Services?arrow_forward
- • Higher cost of JET A1 fuel resulted in more expenditures which affected the net profit of MAS. Malaysia Airlines reinstated a fuel surcharge on its tickets price from 18 sept, 2018 onwards but their competitor such as AirAsia BHD had introduced a no-fuel-surcharge policy. This will encourage more passengers to travel by AirAsia because they offer much cheaper rates. • Service quality is one of the main keys of passengers satisfaction such as waiting time , staff enthusiasm in problem solving , boarding time , flight schedule and boarding system. Lack of comfort and satisfaction of passengers may affect the reputation of MAS causing people to be more inclined towards chosing other airlines for travelling. • Technology has to be in par with other leading airlines. In-flight entertainment can currently act as a differentiating factor, in future it will become a major part of passengers’ expectation especially in long-haul flights. The impact of IFE would be felt indirectly, through…arrow_forwardI choosearrow_forwardCustomer value segmentation is the practice of matching service level to the profitability of the client. Question 10 options: True Falsearrow_forward
- 15 Which of the following is not a characteristic of a well-designed service system? Multiple Choice Robust User-friendly Cost-effective Puts customers in charge Effectively links "front office" with "back office"arrow_forwardWhich of the following is NOT among service characteristics? Question 8 options: A) Perishability B) Variability C) Inseparability D) Renewabilityarrow_forwardQuestion 8 Central Perk orders their organic coffee filters from a South American supplier that mails them as inexpensively (hence, as slowly) as possible. Central Perk uses 80 filters a day with a standard deviation of 5 filters per day. It would be disastrous if they ran out of these filters, years ago customers caught them using paper towels from the men's room and business suffered. They have set their service level at 99% in hopes of avoiding a similar situation. It takes 14 days to receive a shipment and the standard deviation of the shipping time is two days. What is their reorder point? A) 1120 filters B) 1496 filters C) 1515 filters D) 1450 filtersarrow_forward
- What is foot operated door? What are the uses of it? What are the benefits of it?arrow_forward9. Differentiate a good from a service.arrow_forwardQ: an on campus recycling center is considered as a service so adapt the service strategies to it; cost leadership, differentiation, and focus strategy. Note: 0% plagiarism.arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
Practical Management ScienceOperations ManagementISBN:9781337406659Author:WINSTON, Wayne L.Publisher:Cengage,
Operations ManagementOperations ManagementISBN:9781259667473Author:William J StevensonPublisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...Operations ManagementISBN:9781259666100Author:F. Robert Jacobs, Richard B ChasePublisher:McGraw-Hill Education
Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...Operations ManagementISBN:9781478623069Author:Steven Nahmias, Tava Lennon OlsenPublisher:Waveland Press, Inc.
Practical Management Science
Operations Management
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:Cengage,
Operations Management
Operations Management
ISBN:9781259667473
Author:William J Stevenson
Publisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...
Operations Management
ISBN:9781259666100
Author:F. Robert Jacobs, Richard B Chase
Publisher:McGraw-Hill Education
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...
Operations Management
ISBN:9781478623069
Author:Steven Nahmias, Tava Lennon Olsen
Publisher:Waveland Press, Inc.