Service Management Operations Strategy Information Technology 9th Edition By Sanjeev Bordoloi – Test Bank

Complete Test Bank With Answers

 

 

Sample Questions Posted Below

 

Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)

Chapter 5 Supporting Facility and Process Flows

1) The servicescape can influence perceived quality.

Answer: TRUE

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of

customers and employees.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

2) The design of facilities is dependent entirely on the construction and operating costs of the

facilities.

Answer: FALSE

Difficulty: 2 Medium

Topic: Facility Design

Learning Objective: 05-03 Identify the six critical design features of a service supporting

facility.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

3) A well-conceived servicescape can communicate desired customer behavior.

Answer: TRUE

Difficulty: 1 Easy

Topic: Servicescapes

Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of

customers and employees.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

4) Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal

solutions.

Answer: FALSE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Remember

AACSB: Communication

1

Copyright © 2019 McGraw-HillAccessibility: Keyboard Navigation

5) Servicescapes are most important in their effect on customers.

Answer: FALSE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

6) In a product layout, the bottleneck operation defines the capacity of the service.

Answer: TRUE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

7) The product layout often requires special equipment and special skills to deal with high

volume of demand for service that is anticipated. These factors create a very inflexible layout.

Answer: TRUE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

8) The line-balancing problem attempts to resolve the inconsistencies in the capacities at various

stages in a product layout.

Answer: TRUE

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

2

Copyright © 2019 McGraw-Hill9) A process layout, done correctly, promotes standardized service.

Answer: FALSE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

10) The relative location problem deals with the problem of allocating n departments to n

locations. Complete enumeration is time consuming because there are a total of n! possible

arrangements.

Answer: TRUE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

11) A well-balanced line would have all jobs of nearly equal duration to avoid unnecessary

idleness in work assignments.

Answer: TRUE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

12) The physical complexity of the servicescape for L.L. Bean is categorized as lean.

Answer: FALSE

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of

customers and employees.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

3

Copyright © 2019 McGraw-Hill13) A fixed sequence of steps that all customers must experience is characteristic of process

layouts.

Answer: FALSE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

14) The procedure to improve flow distance in a process layout by arranging the relative location

of departments is known as operations sequence analysis.

Answer: TRUE

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

15) A product layout affords some degree of customization.

Answer: FALSE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

16) Mid-Columbia Medical Center has a special employee-only entrance to enhance security.

Answer: FALSE

Difficulty: 1 Easy

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

4

Copyright © 2019 McGraw-Hill5

Copyright © 2019 McGraw-Hill17) The automobile driver’s license office is an example of a product layout.

Answer: TRUE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

18) At a roadside snake farm, both customer and employee perform within the servicescape.

Answer: TRUE

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of

customers and employees.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

19) Signage is not an environmental dimension of the servicescape.

Answer: FALSE

Difficulty: 1 Easy

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

20) Bottlenecks usually are associated with process layouts.

Answer: FALSE

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

6

Copyright © 2019 McGraw-Hill21) Rush order flow time and throughput time are identical when the system is empty.

Answer: TRUE

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-05 Calculate performance metrics such as throughput time and direct

labor utilization.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

22) Capacity utilization of individual operations is a dangerous performance metric.

Answer: TRUE

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-05 Calculate performance metrics such as throughput time and direct

labor utilization.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

23) The entire system capacity is measured by the inverse of the bottleneck cycle time.

Answer: TRUE

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-05 Calculate performance metrics such as throughput time and direct

labor utilization.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

24) Cycle time is the average time to complete a service operation.

Answer: FALSE

Difficulty: 1 Easy

Topic: Process Analysis

Learning Objective: 05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart

of a service process.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

7

Copyright © 2019 McGraw-Hill25) The swim lane flowchart highlights the handoffs between functional activities.

Answer: TRUE

Difficulty: 1 Easy

Topic: Process Analysis

Learning Objective: 05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart

of a service process.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

26) The bottleneck activity of a process is shown as an unbroken bar in a Gantt chart.

Answer: TRUE

Difficulty: 1 Easy

Topic: Process Analysis

Learning Objective: 05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart

of a service process.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

27) Which one of the following is not a major factor that could influence facility design?

A) Objectives and nature of the service.

B) Flexibility in operations.

C) Availability of land.

D) Site location.

Answer: D

Difficulty: 1 Easy

Topic: Facility Design

Learning Objective: 05-03 Identify the six critical design features of a service supporting

facility.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

8

Copyright © 2019 McGraw-Hill28) A product layout would facilitate the concept of ________.

A) service in series

B) service in parallel

C) a first come, first served policy

D) balanced flow

Answer: A

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

29) Which of the following is not a method service facilities use to provide orientation for

customers?

A) Signs and color codes to indicate direction.

B) Use of walled cubicles to ensure privacy.

C) Use of artifacts.

D) Franchised services that use formula facilities.

Answer: B

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

30) The line balancing problem arises because of ________.

A) mismatched capacities of the various operations

B) mismatched labor inputs required at various operations

C) large waiting lines

D) inflexibility of the line

Answer: A

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart

of a service process.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

9

Copyright © 2019 McGraw-Hill31) The CRAFT program for facility layout uses an initial solution to ________.

A) be tested for improvement

B) arrive at a feasible solution

C) provide an analytical solution

D) define the layout problem

Answer: A

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

32) One of the advantages of a product layout approach to service design is ________.

A) the elimination of bottlenecks

B) achieving equal division of labor

C) the ease of customization

D) increased flexibility

Answer: B

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

10

Copyright © 2019 McGraw-Hill33) Identify the bottleneck operation in the following exclusive hairdressing salon.

Activity Average time, min.

a. Pre-counseling 15

b. Shampoo 10

c. Haircut 30

d. Manicure 20

A) Option A

B) Option B

C) Option C

D) Option D

Answer: C

Difficulty: 3 Hard

Topic: Process Analysis

Learning Objective: 05-05 Calculate performance metrics such as throughput time and direct

labor utilization.

Bloom’s: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

34) The inability of a jewelry store to expand its current operations to include, for example, an

in-store repair and manufacturing facility in response to customer demands, is neglecting which

factor of service facility design?

A) Land availability and space requirements.

B) Flexibility.

C) The nature and objectives of the service organization.

D) Community and environment.

Answer: A

Difficulty: 2 Medium

Topic: Facility Design

Learning Objective: 05-03 Identify the six critical design features of a service supporting

facility.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

11

Copyright © 2019 McGraw-Hill35) A batch type of service process has the characteristic of ________.

A) many specialized departments

B) a group of customers treated simultaneously

C) uninterrupted delivery

D) a one-of-a-kind engagement

Answer: B

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-04 Draw a swim lane flowchart, process flow diagram, and a Gantt chart

of a service process.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

36) The customer is a(n) ________ in the service process and his/her impression of the service

quality is influenced by many ________.

A) observer; perceptions

B) observer; observations

C) participant; perceptions

D) participant; observations

Answer: C

Difficulty: 1 Easy

Topic: Servicescapes

Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of

customers and employees.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

37) What defines the capacity of a service product layout?

A) The activity requiring the most time per customer.

B) The size of the queue.

C) How tasks are allocated among servers.

D) Ability of workers to change the process speed.

Answer: A

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

12

Copyright © 2019 McGraw-Hill38) In the design of a fitness center, where would be the most advantageous location of a juice

bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility.

A) At the back of the gym near the aerobic equipment.

B) Near the entrance/exit of the gym.

C) In a small alcove set to one side of the gym.

D) Upstairs in a separate enclosed room marked by a sign.

Answer: B

Difficulty: 3 Hard

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

39) Which of the following retail servicescapes would support an upscale store image best?

A) Stark tile floors.

B) Exposed, bright lighting.

C) Store personnel waiting at cash registers.

D) Well-spaced, lightly stocked shelving.

Answer: D

Difficulty: 3 Hard

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Apply

AACSB: Communication

Accessibility: Keyboard Navigation

40) In order to reduce disorientation, Richard Wener argues that the following features should be

incorporated into a facility design: previous experience, design legibility, and which one of the

following?

A) A formula design.

B) Orientation aids.

C) Adequate lighting.

D) An entry atrium.

Answer: B

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

13

Copyright © 2019 McGraw-Hill41) Facility layout is discussed with attention to traffic flow, space planning, and which one of

the following?

A) Need to avoid unnecessary travel.

B) Eliminating bottlenecks.

C) Aesthetic factors.

D) Cost of providing service.

Answer: A

Difficulty: 1 Easy

Topic: Facility Layout

Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup

activities to create new jobs that will increase the overall service capacity.

Bloom’s: Remember

AACSB: Communication

Accessibility: Keyboard Navigation

42) Which one of the following is an example of a process layout?

A) Fast-food restaurant.

B) Cafeteria.

C) Hospital.

D) None of the above.

Answer: C

Difficulty: 2 Medium

Topic: Facility Layout

Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations

of departments in a process layout that minimize total flow-distance.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

43) The advent of the “hub and spoke” airline network following deregulation is an example of

________.

A) nature and objectives of service organizations

B) flexibility

C) aesthetic factors

D) land availability and space requirements

Answer: B

Difficulty: 2 Medium

Topic: Facility Design

Learning Objective: 05-03 Identify the six critical design features of a service supporting

facility.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

14

Copyright © 2019 McGraw-Hill44) All but one of the following impacts the user friendliness of the facility and the ability to

serve customers effectively.

A) Floorplan.

B) Layout of equipment.

C) Equipment design.

D) Time of day.

Answer: D

Difficulty: 2 Medium

Topic: Servicescapes

Learning Objective: 05-02 Identify and discuss the three environmental dimensions of

servicescapes.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

45) Which among the following choices might not be representative of security measures taken

by retail stores?

A) Reducing the number of extremely valuable items sold.

B) A row of bollards outside the entrance.

C) Doing away with big windows.

D) None of the above.

Answer: A

Difficulty: 2 Medium

Topic: Facility Design

Learning Objective: 05-03 Identify the six critical design features of a service supporting

facility.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

46) ________ is the time it takes to complete a process from time of arrival to time of departure.

A) Rush order flow time

B) Cycle time

C) Throughput time

D) Direct labor time

Answer: C

Difficulty: 2 Medium

Topic: Process Analysis

Learning Objective: 05-05 Calculate performance metrics such as throughput time and direct

labor utilization.

Bloom’s: Understand

AACSB: Communication

Accessibility: Keyboard Navigation

15

Copyright © 2019 McGraw-Hill