New Semester
Started
Get
50% OFF
Study Help!
--h --m --s
Claim Now
Question Answers
Textbooks
Find textbooks, questions and answers
Oops, something went wrong!
Change your search query and then try again
S
Books
FREE
Study Help
Expert Questions
Accounting
General Management
Mathematics
Finance
Organizational Behaviour
Law
Physics
Operating System
Management Leadership
Sociology
Programming
Marketing
Database
Computer Network
Economics
Textbooks Solutions
Accounting
Managerial Accounting
Management Leadership
Cost Accounting
Statistics
Business Law
Corporate Finance
Finance
Economics
Auditing
Tutors
Online Tutors
Find a Tutor
Hire a Tutor
Become a Tutor
AI Tutor
AI Study Planner
NEW
Sell Books
Search
Search
Sign In
Register
study help
business
service management operations strategy
Service Management Operations Strategy Information Technology 7th Edition James A Fitzsimmons Mona J Fitzsimmons - Solutions
1. How is SSM different from Deming's PDCA cycle?
2. Make recommendations for closing the gaps found in the WtA.
1. Critique the WtA gap analysis. Could there be other ex- planations for the gaps?
3. Describe some potential strategies for reducing CSI's staffing problems.
2. Discuss possible ways to improve service quality.
1. Prepare an X-chart for complaints, and plot the average complaints for each crew during the nine-month period. Do the same for the performance ratings. What does this analysis reveal about the service quality of CSI's crews?
6.8. The Long Life Insurance Company receives applications to buy insurance from its salespeople, who are specially trained in selling insurance to new customers. After the applications are received, they are processed through a computer. The computer is programmed so that it prints messages
6.7. The Speedway Clinical Laboratory is a scientific blood-testing facility that re- ceives samples from local hospitals and clinics. The blood samples are passed through several automated tests, and the results are printed through a central com- puter that reads and stores the information about
6.6. Several complaints recently have been sent to the Gotham City police department regarding the increasing incidence of congestion on the city's streets. The com- plaints attribute the cause of these traffic tie-ups to a lack of synchronization of the traffic lights. The lights are controlled by
6.5. After becoming familiar with their jobs, the sorting machine operators of Example 6.3 now average only two address errors per 100 parcels sorted. Prepare a p-chart for experienced sorting operators.
6.4. The management of the Diners Delight franchised restaurant chain is in the process of establishing quality-control charts for the time that its service people give to each customer. Management thinks the length of time that each customer is given should remain within certain limits to enhance
6.3. The time to make beds at a motel should fall into an agreed-on range of times. A sample of four maids was selected, and the time needed to make a bed was ob- served on three different occasions:
6.2, the ambulance supervisor now has decided to double the re- sponse time sample size to 8 calls per day. Calculate the new UCL and LCL for a revised X-chart. For the next week, you record the following sample of daily mean response times: 5.2, 6.4, 6.2, 5.8, 5.7, 6.3, and 5.6. Would you be
6.1. In Example 6.1, Village Volvo wants to test the results of the QFD exercise for sensitivity to changes in the relative importance of customer expectations. Recal- culate the weighted scores for the QFD exercise when customer expectations are given equal relative importance (e.g., five). Has
6. How can recovery from a service failure be a blessing in disguise?
5. Why do service firms hesitate to offer a service guarantee?
4. Illustrate the four components in the cost of quality for a service of your choice.
3. What are the limitations of "benchmarking"?
2. Why is measuring service quality so difficult?
1. How do the five dimensions of service quality differ from those of product quality?
10. Use quality tools for analysis and problem solving.
9. Describe and contrast corporate quality improvement programs.
8. Perform a walk-through audit (WTA).
7. Discuss the concept of a service recovery.
6. Describe the features of an unconditional service guarantee and its managerial benefits.
5. Construct a statistical process control chart for service operation.
4. Construct a "house of quality" as part of a quality function deployment project.
3. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services.
2. Use the service quality gap model to diagnose quality problems.
1. Describe and illustrate the five dimensions of service quality.
Is Amazon.com a model for the future of retailing?
Will Amazon continue to be successful against “click-andmortar”competitors, such as Barnes & Noble?
From a customer’s perspective, what are the advantages and disadvantages of each design?
How would you contrast Amazon’s business design with that of Barnes & Noble before Barnes & Noble went online?
5. What could be the explanation for the high customer satisfaction scores in Table 5.6 for Internet services?
4. How can we design for self-recovery when self-service failure occurs?
3. What are the characteristics of early adopters of self-service?
2. How does the economics of scalability explain the failure of Living.com, an online furniture retailer?
1. Can an Internet service encounter be a memorable experience?
Describe the managerial issues associated with the adoption of new technology.
Explain what is meant by scalability and how it is relevant to e-commerce.
Describe and differentiate the eight generic e-business models.
Describe the eight uses of Web sites.
Give industry examples of the evolution of self-service from human contact, to machine assisted, to electronic service.
Describe the five roles of technology in the service encounter.
Why is Golfsmith a good candidate for Internet sales?
What generic approach to service system design does Golfsmith illustrate and what competitive advantages does this design offer?
Prepare a service blueprint for Golfsmith.
Critique the business concept, and make suggestions for improvement.
Using the data in Table 4.7 , calculate a break-even price per shirt if monthly demand is expected to be 20,000 shirts and the contract with a cleaning plant stipulates a charge of $0.50 per shirt.
What generic approach to service system design is illustrated by Commuter Cleaning, and what competitive advantages does this design offer?
Prepare a service blueprint for Commuter Cleaning.
House service delivery concepts.
Suggest other services that could adopt the 100 Yen Sushi
How has the 100 Yen Sushi House incorporated the just-intime system into its operation?
What features of the 100 Yen Sushi House service delivery system differentiate it from the competition, and what competitive advantages do they offer?
Prepare a service blueprint for the 100 Yen Sushi House operation.
4. What ethical issues are raised in the promotion of sales during a service transaction?
3. What are some drawbacks of increased customer participation in the service process?
2. Give an example of a service in which isolation of the technical core would be inappropriate.
1. What are the limits to the production-line approach to service?
Explain how intellectual property rights protect a service brand.
Compare and contrast the four approaches to service system design: production-line, customer as coproducer, customer contact, and information empowerment.
Prepare a blueprint for a service operation.
Describe the sequence of stages and the enablers of the new service development process.
Explain and differentiate what is meant by the divergence and the complexity of a service process.
Describe the components of the customer value equation.
Describe the four structural and four managerial elements of service design.
Describe the fundamental characteristics of service innovation.
Conduct a SWOT analysis to identify internal strengths and weaknesses as well as threats and opportunities in the external environment.
Use Porter’s Five Forces Model to assess the strategic position of Alamo Drafthouse in the “entertainment industry.”
Are the Alamo purchase decision criteria appropriate for the multiplex movie theater market? What do you conclude?
Identify the service qualifiers, winners, and service losers for Alamo Drafthouse.
Use the “Strategic Service Vision” framework to describe Alamo Drafthouse in terms of target market segments, service concept, operating strategy, and service delivery system.
Marketing analysts use market position maps to display visually the customers’ perceptions of a firm in relation to its competitors regarding two attributes. Prepare a market position map for Alamo Drafthouse using “food quality”and “movie selection” as axes.
What are the differentiating features of banks that target ethnic communities?
Identify the service winners, qualifiers, and service losers for El Banco and United Commercial Bank.
Compare and contrast the strategic service vision of El Banco and United Commercial Bank.
5. Could firms in the “world-class service delivery” stage of competitiveness be described as “learning organizations”?
4. Give an example of a firm that began as world-class and has remained in that category.
3. For each of the three generic strategies (i.e., cost leadership, differentiation, and focus), which of the four competitive uses of information is most powerful?
2. What ethical issues are associated with micromarketing?
Give examples of service firms that use both the strategy of focus and differentiation and the strategy of focus and overall cost leadership.
Do you have cash-flow problems?
Are there niches in the market your organization can fill?
Is changing technology threatening your position?
Does technology offer new service options?
What are your competitors doing?
What are the current market trends?
What are your competitors’ vulnerabilities?
What are people in your market likely to see as a weakness?Opportunities Threats
What do people in your market see as your strengths?
What factors lose sales?
What unique resources do you have?
What should you avoid?
What do you do better than anyone else?
What could you improve?
What are your company’s advantages?
Categorize a service firm according to its stage of competitiveness
Identify potential limits in the use of information as part of a competitive strategy.
Showing 1800 - 1900
of 3391
First
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
Last
Step by Step Answers
Get 50% OFF
Claim Now
