Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9e - Test Bank

Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9e – Test Bank

 

Instant Download – Complete Test Bank With Answers

 

 

Sample Questions Are Posted Below

 

Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)

Chapter 5   Supporting Facility and Process Flows

 

1) The servicescape can influence perceived quality.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

2) The design of facilities is dependent entirely on the construction and operating costs of the facilities.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Facility Design

Learning Objective:  05-03 Identify the six critical design features of a service supporting facility.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

3) A well-conceived servicescape can communicate desired customer behavior.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Servicescapes

Learning Objective:  05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

4) Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal solutions.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

5) Servicescapes are most important in their effect on customers.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

6) In a product layout, the bottleneck operation defines the capacity of the service.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

7) The product layout often requires special equipment and special skills to deal with high volume of demand for service that is anticipated. These factors create a very inflexible layout.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

8) The line-balancing problem attempts to resolve the inconsistencies in the capacities at various stages in a product layout.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

9) A process layout, done correctly, promotes standardized service.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

10) The relative location problem deals with the problem of allocating n departments to n locations. Complete enumeration is time consuming because there are a total of n! possible arrangements.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

11) A well-balanced line would have all jobs of nearly equal duration to avoid unnecessary idleness in work assignments.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

12) The physical complexity of the servicescape for L.L. Bean is categorized as lean.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

13) A fixed sequence of steps that all customers must experience is characteristic of process layouts.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

14) The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

15) A product layout affords some degree of customization.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

16) Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

17) The automobile driver’s license office is an example of a product layout.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

18) At a roadside snake farm, both customer and employee perform within the servicescape.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

19) Signage is not an environmental dimension of the servicescape.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

20) Bottlenecks usually are associated with process layouts.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

21) Rush order flow time and throughput time are identical when the system is empty.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-05 Calculate performance metrics such as throughput time and direct labor utilization.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

22) Capacity utilization of individual operations is a dangerous performance metric.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-05 Calculate performance metrics such as throughput time and direct labor utilization.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

23) The entire system capacity is measured by the inverse of the bottleneck cycle time.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-05 Calculate performance metrics such as throughput time and direct labor utilization.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

24) Cycle time is the average time to complete a service operation.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Process Analysis

Learning Objective:  05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart of a service process.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

25) The swim lane flowchart highlights the handoffs between functional activities.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Process Analysis

Learning Objective:  05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart of a service process.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

26) The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Process Analysis

Learning Objective:  05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart of a service process.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

27) Which one of the following is not a major factor that could influence facility design?

1. A) Objectives and nature of the service.
2. B) Flexibility in operations.
3. C) Availability of land.
4. D) Site location.

 

Answer:  D

Difficulty: 1 Easy

Topic:  Facility Design

Learning Objective:  05-03 Identify the six critical design features of a service supporting facility.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

28) A product layout would facilitate the concept of ________.

1. A) service in series
2. B) service in parallel
3. C) a first come, first served policy
4. D) balanced flow

 

Answer:  A

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

29) Which of the following is not a method service facilities use to provide orientation for customers?

1. A) Signs and color codes to indicate direction.
2. B) Use of walled cubicles to ensure privacy.
3. C) Use of artifacts.
4. D) Franchised services that use formula facilities.

 

Answer:  B

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

30) The line balancing problem arises because of ________.

1. A) mismatched capacities of the various operations
2. B) mismatched labor inputs required at various operations
3. C) large waiting lines
4. D) inflexibility of the line

 

Answer:  A

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart of a service process.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

31) The CRAFT program for facility layout uses an initial solution to ________.

1. A) be tested for improvement
2. B) arrive at a feasible solution
3. C) provide an analytical solution
4. D) define the layout problem

 

Answer:  A

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

32) One of the advantages of a product layout approach to service design is ________.

1. A) the elimination of bottlenecks
2. B) achieving equal division of labor
3. C) the ease of customization
4. D) increased flexibility

 

Answer:  B

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

33) Identify the bottleneck operation in the following exclusive hairdressing salon.

 

	Activity	Average time, min.
a.	Pre-counseling	15
b.	Shampoo	10
c.	Haircut	30
d.	Manicure	20

 

1. A) Option A
2. B) Option B
3. C) Option C
4. D) Option D

 

Answer:  C

Difficulty: 3 Hard

Topic:  Process Analysis

Learning Objective:  05-05 Calculate performance metrics such as throughput time and direct labor utilization.

Bloom’s:  Apply

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

34) The inability of a jewelry store to expand its current operations to include, for example, an in-store repair and manufacturing facility in response to customer demands, is neglecting which factor of service facility design?

1. A) Land availability and space requirements.
2. B) Flexibility.
3. C) The nature and objectives of the service organization.
4. D) Community and environment.

 

Answer:  A

Difficulty: 2 Medium

Topic:  Facility Design

Learning Objective:  05-03 Identify the six critical design features of a service supporting facility.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

35) A batch type of service process has the characteristic of ________.

1. A) many specialized departments
2. B) a group of customers treated simultaneously
3. C) uninterrupted delivery
4. D) a one-of-a-kind engagement

 

Answer:  B

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart of a service process.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

36) The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many ________.

1. A) observer; perceptions
2. B) observer; observations
3. C) participant; perceptions
4. D) participant; observations

 

Answer:  C

Difficulty: 1 Easy

Topic:  Servicescapes

Learning Objective:  05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

37) What defines the capacity of a service product layout?

1. A) The activity requiring the most time per customer.
2. B) The size of the queue.
3. C) How tasks are allocated among servers.
4. D) Ability of workers to change the process speed.

 

Answer:  A

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

38) In the design of a fitness center, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

1. A) At the back of the gym near the aerobic equipment.
2. B) Near the entrance/exit of the gym.
3. C) In a small alcove set to one side of the gym.
4. D) Upstairs in a separate enclosed room marked by a sign.

 

Answer:  B

Difficulty: 3 Hard

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Apply

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

39) Which of the following retail servicescapes would support an upscale store image best?

1. A) Stark tile floors.
2. B) Exposed, bright lighting.
3. C) Store personnel waiting at cash registers.
4. D) Well-spaced, lightly stocked shelving.

 

Answer:  D

Difficulty: 3 Hard

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Apply

AACSB:  Communication

Accessibility:  Keyboard Navigation

40) In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and which one of the following?

1. A) A formula design.
2. B) Orientation aids.
3. C) Adequate lighting.
4. D) An entry atrium.

 

Answer:  B

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

41) Facility layout is discussed with attention to traffic flow, space planning, and which one of the following?

1. A) Need to avoid unnecessary travel.
2. B) Eliminating bottlenecks.
3. C) Aesthetic factors.
4. D) Cost of providing service.

 

Answer:  A

Difficulty: 1 Easy

Topic:  Facility Layout

Learning Objective:  05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

42) Which one of the following is an example of a process layout?

1. A) Fast-food restaurant.
2. B) Cafeteria.
3. C) Hospital.
4. D) None of the above.

 

Answer:  C

Difficulty: 2 Medium

Topic:  Facility Layout

Learning Objective:  05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

43) The advent of the “hub and spoke” airline network following deregulation is an example of ________.

1. A) nature and objectives of service organizations
2. B) flexibility
3. C) aesthetic factors
4. D) land availability and space requirements

 

Answer:  B

Difficulty: 2 Medium

Topic:  Facility Design

Learning Objective:  05-03 Identify the six critical design features of a service supporting facility.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

44) All but one of the following impacts the user friendliness of the facility and the ability to serve customers effectively.

1. A) Floorplan.
2. B) Layout of equipment.
3. C) Equipment design.
4. D) Time of day.

 

Answer:  D

Difficulty: 2 Medium

Topic:  Servicescapes

Learning Objective:  05-02 Identify and discuss the three environmental dimensions of servicescapes.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

45) Which among the following choices might not be representative of security measures taken by retail stores?

1. A) Reducing the number of extremely valuable items sold.
2. B) A row of bollards outside the entrance.
3. C) Doing away with big windows.
4. D) None of the above.

 

Answer:  A

Difficulty: 2 Medium

Topic:  Facility Design

Learning Objective:  05-03 Identify the six critical design features of a service supporting facility.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

46) ________ is the time it takes to complete a process from time of arrival to time of departure.

1. A) Rush order flow time
2. B) Cycle time
3. C) Throughput time
4. D) Direct labor time

 

Answer:  C

Difficulty: 2 Medium

Topic:  Process Analysis

Learning Objective:  05-05 Calculate performance metrics such as throughput time and direct labor utilization.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation