Module 2

Question 1

what is the average time between completions of successive units for an operation?

what is the average service time to perform the activity?

Answer 1

CT = cycle time

Question 2

what is the term that limits the production or also known as the slowest operation or longest CT?

Answer 2

B = bottleneck

Question 3

what is the measure of output per unit of time when fully busy?

Answer 3

C = capacity

Question 4

what is the measure of how much an actual output is achieved relative to the process capacity when fully busy?

Answer 4

CU = capacity utilization

Question 5

what is the time it takes to complete a process from time of arrival to time of exit?

what is the sum of the critical path operation times plus the average time spent waiting?

Answer 5

TT = throughput time

Question 6

what is a measure of the percentage of time that workers actually contribute value to a fully busy service organization?

Answer 6

DLU = direct labor utilization

Question 7

what is the ability to perform the promised service both dependably and accurately?

Answer 7

reliability

Question 8

what is the willingness to help customers and to provide prompt service?

Answer 8

responsiveness

Question 9

what is the knowledge and courtesy of employees as well as their ability to convey trust and confidence?

Answer 9

assurance

Question 10

what is the provision of caring, individualized attention to customers?

Answer 10

empathy

Question 11

what is the appearance of physical facilities, equipment, personnel, and communication materials?

Answer 11

tangibles

Question 12

what are the 4 gaps in service quality?

Answer 12

market research gap
design gap
conformance gap
communication gap

Question 13

what gap pertains to the discrepancy between the customer expectations and management perceptions of these expectations?

Answer 13

market research gap

Question 14

what gap pertains to the results from management’s inability to formulate a service design that meets perceptions of customer expectations?

Answer 14

design gap

Question 15

what gap occurs because the actual delivery of the service does not meet the service standards set by management?

Answer 15

conformance gap

Question 16

what gap pertains to the results when customer perceptions are at odds with the intended service delivery?

Answer 16

communication gap

Question 17

what tool is used for surveying customer satisfaction? it pairs an EXPECTATION statement with a corresponding PERCEPTION statement

Answer 17

SERVQUAL instrument

Question 18

what is an opportunity to evaluate the service experience from a customer’s perspective

Answer 18

walk-through audit

Question 19

what are the 4 approaches to service recovery?

Answer 19

case-by-case approach
systematic-response approach
early intervention approach
substitute service recovery

Question 20

this inexpensive approach is easy to implement but can be haphazard

Answer 20

case-by-case approach

Question 21

this approach uses a protocol to handle customer complaints which is more reliable as it is a planned response based on identification of critical failure

Answer 21

systematic-response approach

Question 22

this approach attempts to intervene and fix service-process problems before they affect the customer

Answer 22

early intervention approach

Question 23

an alternative approach capitalized on the failure of a rival to win the competitor’s customer by providing a substitute service recovery

Answer 23

substitute service recovery

Question 24

what are the foundation of continuous/process improvement?

Answer 24

customer satisfaction
management by facts
respect for people

Question 25

Focusing on satisfying customers’ needs should be paramount in workers’ minds. This requires an attitude of putting the customer first and a belief that this principle is the object of one’s work.

Answer 25

customer satisfaction

Question 26

To encourage scientific thinking, objective data must be collected and presented to management for decision making. This approach requires formal data gathering and statistical analysis of the data by the quality improvement teams

Answer 26

management by facts

Question 27

A companywide quality-improvement program assumes that all employees have a capacity for self-motivation and for creative thought. Employees are given support, and their ideas are solicited in an environment of mutual respect

Answer 27

respect for people

Question 28

what is the measure of the quality of a firm’s performance that can be made by comparison with the performance of other companies?

Answer 28

benchmarking

Question 29

quality tools for analysis and problem solving

Answer 29

deming’s 14-point program
iso 9001
six sigma

Question 30

what is an extension of lean principles pioneered by TPS with a focus on waste elimination, continuous flow, and customer demand pull?

Answer 30

lean service