FINALS WEEK 2

Question 1

services are experiences, such as
calling a customer contact center or visiting a library.

Answer 1

From the customer’s perspective

Question 2

services are processes that
have to be designed and managed to create the desired customer
experience.

Answer 2

From the organization’s perspective

Question 3

describe the method and sequence in which service
operating systems work and specify how they link together to create
the value proposition promised to customers.

Answer 3

Processes

Question 4

are likely to annoy customers because
they often result in slow, frustrating, and poor-quality service delivery.

Answer 4

Badly designed processes

Question 5

They also make it difficult for front-line employees to do their jobs
well, resulting in low productivity, and increasing the risk of service
failures.

Answer 5

Badly designed processes

Question 6

The first step in designing or analyzing any process is documenting or
describing it.

Answer 6

DESIGNING AND DOCUMENTING SERVICE
PROCESSES

Question 7

Two key tools that are used for documenting and redesigning existing
service processes and designing new ones:

Answer 7

FLOWCHARTING & BLUEPRINTING

Question 8

a technique for displaying the nature and sequence
of the different steps involved when a customer “flows” through the
service process.

Answer 8

Flowcharting

Question 9

By _________ the sequence of encounters that customers have
with a service organization, we can gain valuable insights into the
nature of an existing service.

Answer 9

flowcharting

Question 10

describes an existing process, often in a fairly simple
form.

Answer 10

FLOWCHART

Question 11

is a more complex form of flowcharting and specifies in
detail how a service process is constructed Including what is visible to the
customer and all that goes on in the back-office.

Answer 11

BLUEPRINTING

Question 12

It is the key tool in
service designing.

Answer 12

LUEPRINTING

Question 13

map customer, employee, and service-system
interactions

Answer 13

Service blueprints

Question 14

They show the full customer journey from service initiation to
final delivery of the desired benefit, which can include many steps and
service employees from different departments.

Answer 14

Service blueprints

Question 15

show the key customer actions, how customers and
employees from different departments interact

Answer 15

Blueprints

Question 16

the key customer actions, how customers and
employees from different departments interact

Answer 16

the line of
interaction

Question 17

show the frontstage actions by those service employees, and how
these are supported by back-stage activities and systems.

Answer 17

Blueprints

Question 18

DEVELOPING A SERVICE BLUE PRINT (8)

Answer 18

1.Front-stage activities
2. Physical evidence of front-stage activities.
3.Line of visibility
4.Back-stage activities
5.Support processes and supplies
6. Fail points
7.Identifying customer waits
8.Service standards and targets

Question 19

These maps the overall customer experience, the
desired inputs and outputs, and the sequence in which the delivery of that
output should take place.

Answer 19

FRONT-STAGE ACTIVITES

Question 20

This is what the customer
can see and use to assess service quality.

Answer 20

PHYSICAL EVIDENCE OF FRONT-STAGE ACTIVITIES

Question 21

clearly separates what customers experience and can
see front-stage, and the back-stage processes customers can’t see.

Answer 21

LINE OF VISIBILITY

Question 22

These must be performed to support a particular
front-stage step.

Answer 22

BACK-STAGE ACTIVITIES

Question 23

where support processes are
typically provided by the information system, and supplies are needed for
both front- and back-stage ste

Answer 23

SUPPORT PROCESS AND SUPPLIES

Question 24

are where there is a risk of things going wrong and affecting
service quality

Answer 24

FAIL POINTS

Question 25

should be designed out of a process and firms should have backup plans for failures that are not preventable.

Answer 25

FAIL POINTS

Question 26

These can then either be designed out of the process, or if that is not always possible, firms can implement strategies to make waits less unpleasant for customers.

Answer 26

IDENTIFYING CUSTOMER WAITS

Question 27

should be established for each activity to reflect customer expectations.

Answer 27

SERVICE STANDARDS AND TARGETS

Question 28

They include specific times set for the completion of each task and the acceptable wait between each customer activity.

Answer 28

SERVICE STANDARDS AND TARGETS

Question 29

DIVISION OF SERVICE PROCESS (3)

Answer 29

1. Pre-process stage 2. In-process stage 3. Post-process stage

Question 30

is where the preliminaries occur, such as making a reservation, parking the car, getting seated, and being presented with the menu.

Answer 30

PRE-PROCESS STAGE

Question 31

where the main purpose of the service encounter is accomplished, such as enjoying the food and drinks in a restaurant.

Answer 31

IN-PROCESS STAGE

Question 32

is where the activities necessary for the closing of the encounter happens, such as getting the check and paying for dinner.

Answer 32

POST-PROCESS STAGE

Question 33

A good blueprint should draw attention to the points in service delivery where things are particularly at risk of going wrong. (T OR F)

Answer 33

t

Question 34

From a customer’s perspective, the most serious fail points, marked in our blueprint by an _______, are those that will result in the failure to access or enjoy the core product

Answer 34

F IN A CIRCLE

Question 35

Common locations for such waits are identified on the blueprint by

Answer 35

W IN A TRIANGLE

Question 36

he coined the acronym OTSU

Answer 36

David Maister

Question 37

OTSU MEANS?

Answer 37

OPPORTUNITY TO SCREW UP

Question 38

to stress the importance of thinking through all the things that might go wrong in the delivery of a particular service.

Answer 38

OTSU

Question 39

a single failure committed front stage is relatively more serious than a high-contact service.

Answer 39

for low-contact service

Question 40

often reveals opportunities for failure proofing to reduce/eliminate the risk of errors

Answer 40

ANALYSIS OF REASON FOR FAILURE

Question 41

ERROR (2)

Answer 41

TREATMENT ERROR & TANGIBLE ERROR

Question 42

human failures during contact with customers

Answer 42

treatment errors

Question 43

failures in physical elements of service

Answer 43

tangible errors

Question 44

include measures to prevent omission of tasks or performance of tasks in the wrong order, incorrectly and too slowly. Also doing work that wasn’t requested in the first place.

Answer 44

Fail-safe procedure

Question 45

One of the most useful Total Quality Management (TQM) methods in manufacturing is the application of _______________ to prevent errors in the manufacturing processes.

Answer 45

poka-yokes or fail-safe methods

Question 46

The term poka-yokes is derived from the _______ words

Answer 46

Japanese

Question 47

POKA means

Answer 47

inadvertent errors

Question 48

YOKERU means

Answer 48

to prevent

Question 49

roughly means "avoid unexpected surprises" or "avoid blunders" in Japanese.

Answer 49

Poka-yokes

Question 50

In English, sometimes referred to as "_______" or "_______."

Answer 50

"mistake-proof" or "foolproof."

Question 51

a safeguard that prevents a process from proceeding to the next step until the proper conditions have been met.

Answer 51

poka-yoke

Question 52

ensure that service employees do things correctly, as asked, in the right order and at the right speed.

Answer 52

Server poka-yokes

Question 53

They introduced this concept to fail-safe service processes.

Answer 53

Richard Chase and Douglas Steward

Question 54

Revitalize the process that has become outdated

Answer 54

Redesign

Question 55

Changes in the external environment make existing practices obsolete and require redesign of underlying processing.

Answer 55

Redesign

Question 56

Opportunity exists to achieve a quantum leap in productivity and service quality

Answer 56

Redesign

Question 57

Key Measurements

Answer 57

1. Reduce cycle failures 2. Reduce cycle time 3. Enhance productivity 4. Increase customer satisfaction

Question 58

refers to the actions and resources supplied by customers during service production, including mental, physical, and even emotional inputs.

Answer 58

CUSTOMER PARTICIPATION

Question 59

LEVEL OF CUSTOMER PARTICIPATION (3)

Answer 59

1.Low Participation Level 2. Moderate Participation Level 3.High Participation Level

Question 60

employees and systems do all the work.

Question 61

Service products tend to be standardized

Answer 61

Low Participation Level

Question 62

In situations where customers come to the service factory, all that is needed is the customers’ physical presence e.g visiting a movie theater or taking a bus

Answer 62

Low Participation Level

Question 63

customers’ inputs are required to assist the firm in creating and delivering the service, and in providing a degree of customization.

Answer 63

Moderate Participation Level

Question 64

These inputs may include the provision of information,personal effort, or even physical possessions e.g when getting their hair washed and cut, customers must let the stylist know what they want and cooperate during the different steps in the process.

Answer 64

Moderate Participation Level

Question 65

customers work actively with the provider to co-produce the service.

Answer 65

High Participation Level

Question 66

Service cannot be created without the customer’s active participation e.g marriage counseling and educational services

Answer 66

High Participation Level

Question 67

the ultimate form of customer involvement in service production

Answer 67

Self-service

Question 68

Customer directly uses the system and facilities available and avail the services thereby

Answer 68

Self-service

Question 69

are also part of self-service to divert customers from direct contact of the customers

Answer 69

Internet-based services

Question 70

A customer who behaves in a thoughtless or abusive fashion, causing problems for the firm itself, employees, or other customers

Answer 70

JAYCUSTOMER

Question 71

Why do Jaycustomer matter?

Answer 71

-Can disrupt processes. -Affect service quality. -May spoil experience of other customers.

Question 72

seeks to avoid paying for service/ manipulates

Answer 72

The Thie

Question 73

ignores rules of social behavior and/or procedures for safe, efficient use of service.

Answer 73

The Rule breaker

Question 74

fails to pay bills on time

Answer 74

The Deadbeat

Question 75

angrily abuses service personnel (and sometimes other customers) physically and/or emotionally

Answer 75

The Belligerent

Question 76

a sub-category of belligerents who get into arguments with other customers mostly their own family members, and spoil the scene around

Answer 76

The Family Feuders

Question 77

consciously damages physical facilities, furnishings, and equipment

Answer 77

The Vandal