COB 300 OPERATIONS EXAM 1 PRACTICE
QUESTIONS AND DETAILED SOLUTIONS
◉ five features of a service package.
Answer: supporting facility, facilitating goods, information, explicit
services, implicit services
◉ customer contact.
Answer: the physical presence of the customer in the system
◉ Creation of the service.
Answer: the work process involved in providing the service itself
◉ extent of contact.
Answer: the percentage of time the customer must be in the system
relative to service time
◉ Difference for facility location between high and low contact
systems.
Answer: High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
,◉ Differences for facility layout between high and low contact
systems.
Answer: High: should accommodate customer's physical and
psychological needs
Low: should focus on production efficiency
◉ Differences for product design between high and low contact
systems.
Answer: High: environment and physical product define the nature
of the service
Low: customer is not in service environment so product can be
defined by fewer attributes
◉ Differences for process design between high and low contact
systems.
Answer: High: stages have a direct, immediate effect on the
customer
Low: customer is not involved in most steps
◉ Differences for scheduling between high and low contact systems.
Answer: High: customer is in the schedule and must be
accommodated
Low: customer is concerned mainly with completion dates
, ◉ Differences for production planning between high and low contact
systems.
Answer: High: orders cannot be stored so smoothing production
flow will result in loss of business
Low: both backlogging and production smoothing are possible
◉ Differences for worker skills between high and low contact
systems.
Answer: High: major part of service so they must be able to interact
well with public
Low: direct workforce only needs to have technical skills
◉ Differences for quality control between high and low contact
systems.
Answer: High: variable bc of customer's opinions
Low: fixed bc they are generally measurable
◉ Differences for time standards between high and low contact
systems.
Answer: High: depends on customer needs
Low: performed on customer surrogates so time standards can be
tight
QUESTIONS AND DETAILED SOLUTIONS
◉ five features of a service package.
Answer: supporting facility, facilitating goods, information, explicit
services, implicit services
◉ customer contact.
Answer: the physical presence of the customer in the system
◉ Creation of the service.
Answer: the work process involved in providing the service itself
◉ extent of contact.
Answer: the percentage of time the customer must be in the system
relative to service time
◉ Difference for facility location between high and low contact
systems.
Answer: High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
,◉ Differences for facility layout between high and low contact
systems.
Answer: High: should accommodate customer's physical and
psychological needs
Low: should focus on production efficiency
◉ Differences for product design between high and low contact
systems.
Answer: High: environment and physical product define the nature
of the service
Low: customer is not in service environment so product can be
defined by fewer attributes
◉ Differences for process design between high and low contact
systems.
Answer: High: stages have a direct, immediate effect on the
customer
Low: customer is not involved in most steps
◉ Differences for scheduling between high and low contact systems.
Answer: High: customer is in the schedule and must be
accommodated
Low: customer is concerned mainly with completion dates
, ◉ Differences for production planning between high and low contact
systems.
Answer: High: orders cannot be stored so smoothing production
flow will result in loss of business
Low: both backlogging and production smoothing are possible
◉ Differences for worker skills between high and low contact
systems.
Answer: High: major part of service so they must be able to interact
well with public
Low: direct workforce only needs to have technical skills
◉ Differences for quality control between high and low contact
systems.
Answer: High: variable bc of customer's opinions
Low: fixed bc they are generally measurable
◉ Differences for time standards between high and low contact
systems.
Answer: High: depends on customer needs
Low: performed on customer surrogates so time standards can be
tight
