1-Flowcharting service delivery can best be defined by;

A simple method of delivering core products to your suppliers

A simple technique for displaying the nature and sequence of building a business plan, hiring a marking team, and raising money

A simple technique for displaying the nature and sequence of the different steps in delivery of a service to customers

All of the above

None of the above

2-Which task is NOT done when we develop a blueprint?

Identify key activities in creating and delivering service

Define big picture before drilling down to obtain a higher level of detail

Ask your bank for enough money to finance your business

None of the above

3- Which of the following are key components of a service blueprint?

Specify physical space

Hire customer service personnel

Define standards for front-stage activities

Hire a marketing agency to buy google ads

Both A & C

All of the above

4- Service process redesign improves service quality and productivity. What do redesign efforts typically focus on?

Reducing number of service failures, reducing cycle time from customer initiation of a service process to its completion, enhanced productivity and increased customer satisfaction

Reducing number of customer, increasing the number of staff, increasing sales, reducing the amount of supplies used

Increasing the number of store fronts, reducing churn, increasing the number of lines, & increasing promotions

Reduced number of touch points, reduced number of flowcharts, reducing productivity, and increasing word-of-mouth advertising

None of the above

5- following condition is NOT faced by fixed-capacity services:

Optimum capacity

Excess demand

Demand exceeds optimum capacity

Excess capacity

Excess of customer feedback

6- Alternative demand management strategies. Which strategy is NOT a way to manage demand?

Hire a Chief of Staff

Take no action

Reduce demand

Increase demand

Inventory demand by formalized queuing

7- Waiting lines and queuing systems. Which are good solutions to base queue allocation on:

Based on time of day, and day of month

Based on urgency of job and duration of transaction

Based on payment of premium price and importance of customer

Both A & B

Both B & C

8- Which is true about Virtual queues? Virtual queues can,

Cost way too much to implement

Can eliminate the need to talk to customers

Become cost prohibitive

Can eliminate the need to wait

Are a waste of time