15.Which process type describes a dentist seeing approximately four patients an hour for a variety of dental procedures?

A. Professional services

B. Batch services

C. Service shops

D. Continuous services

16 . Which stage in service design relates to creating a simulated service, testing the market and finalising the design?

A.Prototype and final design.

B. Evaluation and improvement

C. The screening process

D. Preliminary design;

17 .Concepts are evaluated according to certain criteria such as feasibility, acceptability and vulnerability:

1. The screening process
2. Concept generation
3. Preliminary design stage

D. Evaluation and improvement

18.Service providers can be professional services, service shops or mass services. Which one below is not a service shop?

A. Management consultants

B. Banks

C. Hotels

D. Laundromat

19. In the design of the layout and flow of manufacturing and service-provision facilities, the process layout is used

A. when products cannot be shifted on account of their size, shape or location

B. when similar processes are grouped together into sections

C. when different processes are arranged in consecutive order

D. when specific processes are placed in a cell

20.Work design is

A.the study of factors that influence people in the work environment

B. recording and critical investigation of present and proposed work methods

C. focusing on peoples involvement in the operations activity itself

D. determining how long it takes a trained and qualified worker to do a job