COB 300 Operations Exam #1
service package - correct answer ✔✔a bundle of goods and services that is provided in some
environment
five features of a service package - correct answer ✔✔supporting facility, facilitating goods, information,
explicit services, implicit services
customer contact - correct answer ✔✔the physical presence of the customer in the system
Creation of the service - correct answer ✔✔the work process involved in providing the service itself
extent of contact - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct answer ✔✔High:
depends on customer needs
Low: performed on customer surrogates so time standards can be tight
Differences for wage payment between high and low contact systems - correct answer ✔✔High: variable
output requires times-based wages
Low: "Fixable" output permits output-based wage systems
Differences for capacity planning between high and low contact systems - correct answer ✔✔Same for
both. To avoid lost sales capacity must be set to match peak demand
6 common alternatives for service encounters - correct answer ✔✔mail contact, internet, phone
contact, face-to-face tight specs, face-to-face loose specs and face-to-face total customization
service package - correct answer ✔✔a bundle of goods and services that is provided in some
environment
five features of a service package - correct answer ✔✔supporting facility, facilitating goods, information,
explicit services, implicit services
customer contact - correct answer ✔✔the physical presence of the customer in the system
Creation of the service - correct answer ✔✔the work process involved in providing the service itself
extent of contact - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct 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 - correct answer ✔✔High:
depends on customer needs
Low: performed on customer surrogates so time standards can be tight
Differences for wage payment between high and low contact systems - correct answer ✔✔High: variable
output requires times-based wages
Low: "Fixable" output permits output-based wage systems
Differences for capacity planning between high and low contact systems - correct answer ✔✔Same for
both. To avoid lost sales capacity must be set to match peak demand
6 common alternatives for service encounters - correct answer ✔✔mail contact, internet, phone
contact, face-to-face tight specs, face-to-face loose specs and face-to-face total customization
