Florida Institute of Technology

BUSINESS FTMT011B

QUIZ 5

1)One of Characteristics that distinguish a manufacturing product from a service is which of the following:

1. 1. 1. Customers are always involved in creating the output.
      2. Customers often directly interact with manufacturing workers.
      3. A manufacturing product is a tangible, physical item.
      4. Customers can purchase identical service from a number of outlets.
      5. Service is superficial.

1. 2. Which of the following is a characteristic that can be used to guide the design of service systems?
      1. Services cannot be inventoried
      2. Services are all similar
      3. Quality work means quality service
      4. Services businesses are inherently entrepreneurial
      5. Even service businesses have internal services

1. 3. Which of the following refers to the physical presence of the customer in a service system?
      1. Creation of the service
      2. Customer contact
      3. Intermittent production
      4. Continuous production
      5. None of the above

1. 4. Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?
      1. Production line approach
      2. Personal attention approach
      3. Quality approach
      4. Do-­?it-­?yourself approach
      5. Self-­?service approach

1. 5. Which of the following are alternative possible service encounters included in the Service-­?System Design Matrix?
      1. Mail contact
      2. Warranty
      3. Sales call
      4. Field service
      5. None of the above

1. 6. In the service-­?system design matrix, a face-­?to-­?face total customization service encounter is expected to have which of the following?
      1. Low sales opportunity
      2. Low production efficiency
      3. High production efficiency
      4. Low degree of customer/server contact
      5. None of the above

1. 7. Which of the following is considered a high-­?contact service operation?
      1. On-­?line brokerage house
      2. Internet sales for a department store
      3. Physician practice
      4. Telephone life insurance sales and service
      5. Automobile repair

1. 8. Why Commerce Bank made a decision to have only four checking accounts?
      1. With fewer products that require training, Commerce Bank can provide training on customer experience.
      2. Banks typically had a dozen or more types of checking account, Commerce Bank cannot compete with other major banks.
      3. Commerce Bank is too small and could not offer more checks.
      4. All of the above.
      5. None of the above.

1. 9. Which of the following is an example of a finite population in a queuing system?
      1. People waiting to place their order at a fast food restaurant.
      2. The departmental faculty in line at the copier.
      3. People waiting in line at an ATM.
      4. Patients seeking help in a hospital emergency room.
      5. Taxpayers calling for assistance from the IRS.