Correct Answer
verified
True/False
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verified
Multiple Choice
A) Start the service positively as customers remember the beginning more
B) If the service is pleasurable,combine the segments
C) If the service is painful,divide it into segments
D) Let customers control part or all of the process
E) Limit interaction between the customer and server.
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verified
Short Answer
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verified
Multiple Choice
A) 0 seconds
B) 3 seconds
C) 9 seconds
D) 10 seconds
E) 28 seconds
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verified
True/False
Correct Answer
verified
True/False
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verified
Short Answer
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verified
Multiple Choice
A) Involves the flow of customers or something belonging to customers
B) Needs to consider the extent of customer contact required
C) Involves process flow diagrams,also known as service blueprinting
D) Identifies potential failure points in the process
E) Location of departments,work centres or equipment in the facility/factory/plant.
Correct Answer
verified
Multiple Choice
A) Lower maintenance costs
B) Easier routing and scheduling
C) Less investment in spare parts
D) Less specialized equipment
E) Common in services.
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verified
True/False
Correct Answer
verified
Short Answer
Correct Answer
verified
True/False
Correct Answer
verified
Multiple Choice
A) A
B) B
C) C
D) D
E) E
Correct Answer
verified
Multiple Choice
A) 0%
B) 7.5%
C) 1%
D) 12.5%
E) 10%
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verified
True/False
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verified
True/False
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Multiple Choice
A) Part families
B) Assembly line
C) Robotics
D) CIM
E) IDEF
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Multiple Choice
A) mistakes are costly.
B) changes in design are infrequent.
C) parts are processed in small batches.
D) close tolerances are required.
Correct Answer
verified
True/False
Correct Answer
verified
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