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    Chapter 1 & 2

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    Michael Johnson
    The document discusses a chapter on service operations management from a textbook. It provides 20 true/false questions covering key concepts from the chapter, such as the defining characteristics of services, the challenges of quality control in services due to simultaneous production and consumption, and strategies for service firms like differentiation and cost leadership. It also includes a productivity problem asking students to calculate total and partial productivity factors for a manufacturing company from 2012-2013 based on provided financial data for outputs, labor, materials, energy, capital employed and other inputs.

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    Chapter 1 & 2

    Uploaded by

    Michael Johnson
    46 views2 pages
    The document discusses a chapter on service operations management from a textbook. It provides 20 true/false questions covering key concepts from the chapter, such as the defining characteristics of services, the challenges of quality control in services due to simultaneous production and consumption, and strategies for service firms like differentiation and cost leadership. It also includes a productivity problem asking students to calculate total and partial productivity factors for a manufacturing company from 2012-2013 based on provided financial data for outputs, labor, materials, energy, capital employed and other inputs.

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    Chapter 1 & 2 Service Management partly solved

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    The document discusses a chapter on service operations management from a textbook. It provides 20 true/false questions covering key concepts from the chapter, such as the defining characteristics of services, the challenges of quality control in services due to simultaneous production and consumption, and strategies for service firms like differentiation and cost leadership. It also includes a productivity problem asking students to calculate total and partial productivity factors for a manufacturing company from 2012-2013 based on provided financial data for outputs, labor, materials, energy, capital employed and other inputs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    46 views2 pages

    Chapter 1 & 2

    Uploaded by

    Michael Johnson
    The document discusses a chapter on service operations management from a textbook. It provides 20 true/false questions covering key concepts from the chapter, such as the defining characteristics of services, the challenges of quality control in services due to simultaneous production and consumption, and strategies for service firms like differentiation and cost leadership. It also includes a productivity problem asking students to calculate total and partial productivity factors for a manufacturing company from 2012-2013 based on provided financial data for outputs, labor, materials, energy, capital employed and other inputs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Baruch College MGT 3121

    Zicklin School of Business Fall 2014


    Department of Management


    SERVICE OPERATIONS MANAGEMENT
    CHAPTERS 1 & 2 (The Service Economy & Service Strategy)
    Using Fitzsimmons and Fitzsimmons Text 8
    th
    ed

    1. (One Point) Division of labor was the hallmark of the industrial society. (T or F) T
    2. (One Point) Impersonal bureaucratic and hierarchical organizations that treated people like things flourished in
    the pre-industrial society. (T or F) F
    3. (One Point) The decrease in the proportion of income spent on the basic necessities of life has encouraged the
    demand for more services and accelerated the transition to post-industrial society. (T or F) T
    4. (One Point) The fall in employment in the agricultural sector is the primary reason for the increase in service
    sector employment. (T or F) F
    5. (One Point) Services are deeds, processes, and performances. (T or F) T
    6. (One Point) The consumer participates in the service process, which is also the case in manufacturing. (T or F)
    F
    7. (One Point) The classification of service systems using the "service process matrix" is based on two
    considerations: degree of labor intensity, and the degree of service customization. (T or F) T
    8. (One Point) The main difficulty with services is that the product is intangible, and in many cases it is not even
    identifiable as any one particular aspect of the service package. (T or F)
    9. (One Point) In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's
    perception of the service. (T or F)
    10. (One Point) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
    (T or F)
    11. (One Point) From a marketing perspective, services, unlike goods, involve transfer of ownership. (T or F)
    12. (One Point) In services, opportunities for quality control intervention are decreased due to simultaneous
    production and consumption. (T or F)
    13. (One Point) Marketing helps smooth demand to match capacity in service operations. (T or F)
    14. (One Point) A characteristic of the overall cost leadership strategy is the incurring of start up losses to build
    market share. (T or F)
    15. (One Point) On-line networks between suppliers and their customers create a barrier to entry. (T or F)
    16. (One Point) When pursuing a differentiation strategy, a service firm should work to ensure that the service
    being offered is standardized. (T or F)
    17. (One Point) The use of micromarketing does not have the potential to create customer concerns about invasion
    of privacy. (T or F)
    18. (One Point) Implementing a low-cost strategy can sometimes revolutionize an industry. (T or F)
    19. (One Point) A cost leadership strategy often involves customizing a standard service. (T or F)
    20. (One Point) American Airlines' early development of the SABRE reservation system became the foundation for
    its yield management innovation. (T or F)


    21. (Ten Points) Productivity Problem Various financial data for SunPath Manufacturing for 2012 &
    2013 follows: Calculate your answers two digits past the decimal point.

    2012 2013
    Output: Sales $300,000 $340,000
    Inputs: Labor $40,000 $44,000
    Raw Materials: $45,000 $54,000
    Energy: $10,000 $11,000
    Capital Employed: $250,000 $268,000
    Other $2,000 $2,200
    Total Inputs $347,000 $379,200

    a. What is the total productivity factor for 2012?


    b. What is the total productivity factor for 2013?


    c. What is the change in the value of total productivity factor from 2012 to 2013?


    d. What is the percent change in total productivity factor?


    e. Fill in the below chart for partial productivity factors?

    Resource For 2012 For 2013 Change Percent
    Change
    Labor =

    =
    Raw Materials

    =

    =
    Energy

    =

    =
    Capital Employed

    =

    =
    Other

    =

    =

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