MQM 227 T/F Exam Questions and Answers 100% Correct
The customer is a part of the service delivery process and may introduce inefficiencies into the
service delivery system. —Answer: True
Implicit service is also known as tangible service. —Answer: False
Service guarantees are only for consumers outside the firm, and do not apply to internal
customer relationships within a firm. —Answer: False
High-contact services are more likely to be front office operations and low-contact services are
more likely to be back office operations. —Answer: True
A small improvement in customer loyalty can substantially improve the profitability of a
service firm. —Answer: True
Co-routed services offer a larger amount of choices to customers than do customer-routed
services. —Answer: False
According to the service profit chain, employees are more likely to be satisfied when
management works to improve internal service quality. —Answer: True
The major difference between the service delivery system matrix and the product-process
matrix is that service process design generally does not vary with customer volume —Answer:
True
A forward pass is required while computing the early start and early finish times of activities.
—Answer: True
Critical path method (CPM) network scheduling assumes a second order (non-linear) time-cost
tradeoff exists. —Answer: False
The early start and late start times are equal for an activity on the critical path of a network. —
Answer: True
PERT assumes that the statistical variation in total project completion times can be computed by
adding the standard deviations along the critical path. —Answer: False
A work-breakdown structure is used in the scheduling activity of project management. —
Answer: True
It is important to determine the quality of design even before producing the product. —
Answer: True
SERVQUAL is widely used in practice to measure manufacturing operations such as
production and assembling processes. —Answer: False
ISO 9000 standards guarantee that a product or service has no defects —Answer: False
© 2025 All rights reserved
The customer is a part of the service delivery process and may introduce inefficiencies into the
service delivery system. —Answer: True
Implicit service is also known as tangible service. —Answer: False
Service guarantees are only for consumers outside the firm, and do not apply to internal
customer relationships within a firm. —Answer: False
High-contact services are more likely to be front office operations and low-contact services are
more likely to be back office operations. —Answer: True
A small improvement in customer loyalty can substantially improve the profitability of a
service firm. —Answer: True
Co-routed services offer a larger amount of choices to customers than do customer-routed
services. —Answer: False
According to the service profit chain, employees are more likely to be satisfied when
management works to improve internal service quality. —Answer: True
The major difference between the service delivery system matrix and the product-process
matrix is that service process design generally does not vary with customer volume —Answer:
True
A forward pass is required while computing the early start and early finish times of activities.
—Answer: True
Critical path method (CPM) network scheduling assumes a second order (non-linear) time-cost
tradeoff exists. —Answer: False
The early start and late start times are equal for an activity on the critical path of a network. —
Answer: True
PERT assumes that the statistical variation in total project completion times can be computed by
adding the standard deviations along the critical path. —Answer: False
A work-breakdown structure is used in the scheduling activity of project management. —
Answer: True
It is important to determine the quality of design even before producing the product. —
Answer: True
SERVQUAL is widely used in practice to measure manufacturing operations such as
production and assembling processes. —Answer: False
ISO 9000 standards guarantee that a product or service has no defects —Answer: False
© 2025 All rights reserved
