COB 300 Operations Exam #1 Questions and Answers
service package - Answera bundle of goods and services that is provided in some environment
/.five features of a service package - Answersupporting facility, facilitating goods, information, explicit services, implicit services
/.customer ...
service package - Answera bundle of goods and services that is provided in some
environment
/.five features of a service package - Answersupporting facility, facilitating goods,
information, explicit services, implicit services
/.customer contact - Answerthe physical presence of the customer in the system
/.Creation of the service - Answerthe work process involved in providing the service
itself
/.extent of contact - Answerthe percentage of time the customer must be in the system
relative to service time
/.Difference for facility location between high and low contact systems - AnswerHigh:
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 - AnswerHigh:
should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
/.Differences for product design between high and low contact systems - AnswerHigh:
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 - AnswerHigh:
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 - AnswerHigh:
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 -
AnswerHigh: 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 - AnswerHigh:
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 - AnswerHigh:
variable bc of customer's opinions
Low: fixed bc they are generally measurable
/.Differences for time standards between high and low contact systems - AnswerHigh:
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 - AnswerHigh:
variable output requires times-based wages
Low: "Fixable" output permits output-based wage systems
/.Differences for capacity planning between high and low contact systems -
AnswerSame for both. To avoid lost sales capacity must be set to match peak demand
/.6 common alternatives for service encounters - Answermail 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 - Answersituations where there is little variation in the service
process
Ex: fast food restaurants or disneyland
/.face to face loose specs - Answersituations 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 - Answerservice encounters whose specifications
must be developed through some interaction between customer and server
Ex: legal and medical services
/.The five basic types of variablity - Answerarrival, request, capability, effort and
subjective preference
/.Arrival variability example - Answerthe time when customers come into a restaurant
may be inconsistent with average demand so they could over or understaff at times
/.Request variability example - Answertravelers requesting a room with a view at a
crowded hotel
/.effort variability example - Answershoppers not putting their carts in the designated
area in a parking lot
/.capability variability example - Answerpatient being unable to explain his or her
symptoms to a doctor
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