COB 300 OPERATIONS UPDATED EXAMS SCRIPT
QUESTIONS AND ANSWERS SURE A+
✔✔Service package - ✔✔A bundle of goods and services that is provided in some
environment.
✔✔High and low degrees of customer contact - ✔✔The physical presence of the
customer in the system and the percentage of time the customer must be in the system
relative to the total time it takes to perform the service.
✔✔Service guarantees - ✔✔A promise of service satisfaction backed up by a set of
actions that must be taken to fulfill the promise
✔✔Service blueprint - ✔✔The flowchart of a service process, emphasizing what is
visible and what is not visible to the customer.
✔✔Poka-yokes - ✔✔Procedures that prevent mistakes from becoming defects. They
are commonly found in manufacturing but also can be used in service processes.
✔✔Line of visibility - ✔✔A unique feature of the service blueprint to show the distinction
between the high customer contact aspects of the service (the parts of the process that
the customer sees) and those activities that the customer does not see.
, ✔✔Three Contrasting Service Designs - ✔✔- The Production line Approach
(McDonalds)
Service delivery is treated much like manufacturing
- The self-service approach (ATM machine)
Customer takes a greater role in the production of the service
- The personal attention approach (Ritz-Carlton Hotel Company)
✔✔Quality - ✔✔The ability of a product or service to consistently meet or exceed
customer expectations
✔✔Deming Prize - ✔✔Prize established by the Japanese and awarded annually to firms
that distinguish themselves with quality management programs
✔✔Quality of Design - ✔✔The intention of designers to include or exclude features in a
product or service
✔✔Quality of conformance - ✔✔The degree to which goods or services conform to the
intent of the designers
✔✔Appraisal Costs - ✔✔Costs of activities designed to ensure quality or uncover
defects
✔✔Prevention Costs - ✔✔Costs of preventing defects from occurring
✔✔Failure Costs - ✔✔Costs caused by defective parts or products or by faulty services
✔✔Internal Failures - ✔✔Failures discovered during production
✔✔External Failures - ✔✔Failures discovered after delivery to the customer
✔✔Return on Quality - ✔✔An approach that evaluates the financial return of
investments in quality
✔✔Baldrige Award - ✔✔An annual award is given by the U.S. government to recognize
quality achievements of U.S. companies
✔✔European Quality Award - ✔✔European award for organizational excellence
✔✔ISO 9000 - ✔✔A set of international standards on quality management and quality
assurance, critical to international business
✔✔ISO 14000 - ✔✔A set of international standards for assessing a company's
environmental performance
QUESTIONS AND ANSWERS SURE A+
✔✔Service package - ✔✔A bundle of goods and services that is provided in some
environment.
✔✔High and low degrees of customer contact - ✔✔The physical presence of the
customer in the system and the percentage of time the customer must be in the system
relative to the total time it takes to perform the service.
✔✔Service guarantees - ✔✔A promise of service satisfaction backed up by a set of
actions that must be taken to fulfill the promise
✔✔Service blueprint - ✔✔The flowchart of a service process, emphasizing what is
visible and what is not visible to the customer.
✔✔Poka-yokes - ✔✔Procedures that prevent mistakes from becoming defects. They
are commonly found in manufacturing but also can be used in service processes.
✔✔Line of visibility - ✔✔A unique feature of the service blueprint to show the distinction
between the high customer contact aspects of the service (the parts of the process that
the customer sees) and those activities that the customer does not see.
, ✔✔Three Contrasting Service Designs - ✔✔- The Production line Approach
(McDonalds)
Service delivery is treated much like manufacturing
- The self-service approach (ATM machine)
Customer takes a greater role in the production of the service
- The personal attention approach (Ritz-Carlton Hotel Company)
✔✔Quality - ✔✔The ability of a product or service to consistently meet or exceed
customer expectations
✔✔Deming Prize - ✔✔Prize established by the Japanese and awarded annually to firms
that distinguish themselves with quality management programs
✔✔Quality of Design - ✔✔The intention of designers to include or exclude features in a
product or service
✔✔Quality of conformance - ✔✔The degree to which goods or services conform to the
intent of the designers
✔✔Appraisal Costs - ✔✔Costs of activities designed to ensure quality or uncover
defects
✔✔Prevention Costs - ✔✔Costs of preventing defects from occurring
✔✔Failure Costs - ✔✔Costs caused by defective parts or products or by faulty services
✔✔Internal Failures - ✔✔Failures discovered during production
✔✔External Failures - ✔✔Failures discovered after delivery to the customer
✔✔Return on Quality - ✔✔An approach that evaluates the financial return of
investments in quality
✔✔Baldrige Award - ✔✔An annual award is given by the U.S. government to recognize
quality achievements of U.S. companies
✔✔European Quality Award - ✔✔European award for organizational excellence
✔✔ISO 9000 - ✔✔A set of international standards on quality management and quality
assurance, critical to international business
✔✔ISO 14000 - ✔✔A set of international standards for assessing a company's
environmental performance
