Chapter 6 SCM 352

Question 1

______ is the process by which a model ( real or simulated) is constructed to test the product’s performance under actual operating conditions, as well as consumer reactions to the prototypes.

Answer 1

PROTOTYPE TESTING

Question 2

Customer requirements, as expressed in the customer’s own words, are called the ______.

Answer 2

VOICE OF THE CUSTOMER

Question 3

______ is an approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions.

Answer 3

QUALITY FUNCTION DEPLOYMENT

Question 4

_____ is the probability that a manufactured good, piece of equipment, or system performs its intended function for a stated period of time under specified operating conditions.

Answer 4

RELIABILITY

Question 5

Reliability is a _____, that is, a value between 0 and 1.

Answer 5

PROBABILITY

Question 6

_____ is the process of designing a product for efficient production at the highest level of quality.

Answer 6

DESIGN FOR MANUFACTURABILITY

Question 7

______ is the process of trying to simplify designs to reduce complexity and costs and thus improve productivity, quality, flexibility, and customer satisfaction.

Answer 7

PRODUCT SIMPLIFICATION

Question 8

_____ is the explicit consideration of environmental concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

Answer 8

DESIGN FOR ENVIRONMENT (DFE)

Question 9

________ includes facility location and layout, the servicescape, service process and job design, technology and information support systems, and organizational structure.

Answer 9

SERVICE-DELIVERY SYSTEM DESIGN

Question 10

The _____ is all the physical evidence a customer might use to form an impression.

Answer 10

SERVICESCAPE

Question 11

The ____ also procides the behavioral st\etting where secie encounters take place.

Answer 11

SSERVICESCAPE

Question 12

What are the three principal dimensions of a servicescape?

Answer 12

AMBIENT CONDITIONS
SPATIAL LAYOUT AND FUNCTIONALITY
SIGNS, SYMBOLS, AND ARTIFACTS

Question 13

Some servicescapes, termed _______, are very simple.

Answer 13

LEAN SERVICESCAPE ENVIORNMENTS

Question 14

______ provide service using simple designs (for example, Tickertron outlets or FedEx kiosks).

Answer 14

LEAN SERVICESCAPE ENVIORNMENTS

Question 15

More complicated designs and service systems are termed ______.

Answer 15

ELABORATE SERVICESCAPE ENVIORNMENTS

Question 16

_______ provide service using more complicated designs and service systems )for example, hospitals, airports, and universities)

Answer 16

ELABORATE SERVICESCAPE ENVIORNMENTS

Question 17

_______ is the activity of developing an efficient sequence of activities to satisfy both internal and external customer requirements.

Answer 17

SERVICE PROCESS DESIGN

Question 18

______ focuses on the interaction, directly or indirectly, between teh service providers and the customer.

Answer 18

SERVICE- ENCOUNTER DESIGN

Question 19

_______ refers to the physical or virtual presence of the customer in the service- delivery system during a servce experience.

Answer 19

CUSTOMER CONTACT

Question 20

Systems in which the precentage of customer contact is high are called _______; those in which it is low are called __________.

Answer 20

HIGH CONTACT SYSTEMS; LOW- CONTACT SYSTEMS

Question 21

_______ focuses on the interaction, directly or indirecttly between the service provider and the customer.

Answer 21

SERVICE ENCOUNTER DESIGN

Question 22

________ refers to the physical or virtual presence of the custoemr in the service- delivery system during a service experience.

Answer 22

CUSTOMER CONTACT

Question 23

_______ are measurable performance levels or expectations that define the quality of ustomer contact with rpresentatives of an organization.

Answer 23

CUSTOEMR- CONTACT REQUIREMENTS

Question 24

_____ simply means giving people authority to make decisions bassed on what thye feel is right, to have control over their work, to take risks and learn from mistakes, and to promote change.

Answer 24

EMPOWERMENT

Question 25

A _____ is any problem a customer has- real or percieved- with the service- delivery system and includes terms such as service failure, error, defect, mistake, and crisi.

Answer 25

SERVICE UPSET

Question 26

A _____ is a promise to reward and compensate a customer if a service upset occurs durring the service experience.

Answer 26

SERVICE GUARENTEE

Question 27

____ is the process of correcing a service upset and satisfying the customer.

Answer 27

SERVICE RECOVERY