Chapter 8:DESIGN AND MANAGING COMMUNICATION

Question 1

Discribe the method and sequence

Answer 1

Process

Question 2

Like to annoy customer because they often result is slow

Answer 2

Badly design process

Question 3

Technique for displaying the nature

Answer 3

Flowcharting

Question 4

Discribe the existing process

Answer 4

Flowchart

Question 5

More complex form of chart

Answer 5

Blueprinting

Question 6

Map customer employee

Answer 6

Service blueprint

Question 7

Show the key customer

Answer 7

Blueprint

Question 8

This maps over all experience
Desire inputs and outputs

Answer 8

Front stage activity

Question 9

What the customer can see to asses service quality

Answer 9

Philysical evidence of fron stage activitie

Question 10

Can see front stage and back stage

Answer 10

Line Visibility

Question 11

Support particular front stage

Answer 11

Back stage activity

Question 12

Provide by the information system

Answer 12

Support process and supplies

Question 13

Where this is a risk of things going wrong

Answer 13

Fail point

Question 14

Either be design out of the process

Answer 14

Identifiying customer waits

Question 15

Should stublish for each activity to reflect customer expectations

Answer 15

Service standard and targets

Question 16

I’m where the preliminary occur
Making reservations, parking the car, getting seated.

Answer 16

Pre-process stage

Question 17

Where the main purpose of the service encounter is accomplished
Such as enjoying the food and drinks in a restaurant

Answer 17

In process stage

Question 18

Closing the encounter happen paying for dinner

Answer 18

Post process stage