Tentamen (uitwerkingen)
COB 300 Operations Exam #1 Questions and Answers
- Vak
- Instelling
COB 300 Operations Exam #1 Questions and Answers
[Meer zien]Voorbeeld 2 van de 8 pagina's
Voorbeeld 2 van de 8 pagina's
In winkelwagen
Voorbeeld van de inhoud
COB 300 Operations Exam #1 Questionsand Answers
service package - Answers -a bundle of goods and services that is provided in some
environment
five features of a service package - Answers -supporting facility, facilitating goods,
information, explicit services, implicit services
customer contact - Answers -the physical presence of the customer in the system
Creation of the service - Answers -the work process involved in providing the service
itself
extent of contact - Answers -the percentage of time the customer must be in the system
relative to service time
Difference for facility location between high and low contact systems - Answers -High:
operations must be near the customer
Low: operations may be placed near supply, transport or labor
Differences for facility layout between high and low contact systems - Answers -High:
should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Differences for product design between high and low contact systems - Answers -High:
environment and physical product define the nature of the service
Low: customer is not in service environment so product can be defined by fewer
attributes
Differences for process design between high and low contact systems - Answers -High:
stages have a direct, immediate effect on the customer
Low: customer is not involved in most steps
Differences for scheduling between high and low contact systems - Answers -High:
customer is in the schedule and must be accommodated
Low: customer is concerned mainly with completion dates
Differences for production planning between high and low contact systems - Answers -
High: orders cannot be stored so smoothing production flow will result in loss of
business
, Low: both backlogging and production smoothing are possible
Differences for worker skills between high and low contact systems - Answers -High:
major part of service so they must be able to interact well with public
Low: direct workforce only needs to have technical skills
Differences for quality control between high and low contact systems - Answers -High:
variable bc of customer's opinions
Low: fixed bc they are generally measurable
Differences for time standards between high and low contact systems - Answers -High:
depends on customer needs
Low: performed on customer surrogates so time standards can be tight
Differences for wage payment between high and low contact systems - Answers -High:
variable output requires times-based wages
Low: "Fixable" output permits output-based wage systems
Differences for capacity planning between high and low contact systems - Answers -
Same for both. To avoid lost sales capacity must be set to match peak demand
6 common alternatives for service encounters - Answers -mail contact, internet, phone
contact, face-to-face tight specs, face-to-face loose specs and face-to-face total
customization
Face-to-Face tight specs - Answers -situations where there is little variation in the
service process
Ex: fast food restaurants or disneyland
face to face loose specs - Answers -situations where the service is generally
understood but there are options in how it will be preformed
Ex: Full service restaurant and car sales agencies
Face-to-face total customization - Answers -service encounters whose specifications
must be developed through some interaction between customer and server
Ex: legal and medical services
The five basic types of variablity - Answers -arrival, request, capability, effort and
subjective preference
Arrival variability example - Answers -the time when customers come into a restaurant
may be inconsistent with average demand so they could over or understaff at times
Request variability example - Answers -travelers requesting a room with a view at a
crowded hotel
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, creditcard of Stuvia-tegoed voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper millyphilip. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor $11.99. Je zit daarna nergens aan vast.
Is Stuvia te vertrouwen?
4,6 sterren op Google & Trustpilot (+1000 reviews)
Afgelopen 30 dagen zijn er 64438 samenvattingen verkocht
Opgericht in 2010, al 14 jaar dé plek om samenvattingen te kopen