Hosp Final Exam Questions Answered Correctly

Blueprinting is a more sophisticated version of ________. A. Linear graphing B. flowcharting C. Cox & Snell analysis D. non-linear graphing E. Cluster analysis - Correct Answer B. Flowcharting The first step in developing a service blueprint is __________. - Correct Answer To identify all the key activities involved in creating and delivering the service. Service blueprints ________, and how these are supported by backstage activities and systems. - Correct Answer Clarify the interactions between customers and employees. Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures? A. reduced number of service failures. B. reduced cycle time C. Enhanced productivity D. Increased profitability E. Increased customer satisfaction - Correct Answer D. Increased profitability Service process redesign can be categorized into all EXCEPT which of the following types? A. Eliminating non-value adding steps B. shifting to self-service C. separating services D. delivering direct service E. redesigning the physical aspect of service processes - Correct Answer C. Separating services Which of the following is NOT one of the productive capacity forms in a service context? A. Physical facilities designed to contain customers B. Physical equipment used to process people, possessions, or information C. Customers D. Labor E. Infrastructure - Correct Answer C. customers A service organization's capacity to satisfy demand is constrained by all of the following EXPECT ________. A. physical facilities B. number of competitors C. equipme