14. What significant challenge do the IHIP service characteristic present to service provider? a. Ensuring customer satisfaction b. Delivering consistent service quality c. Achieving operations efficient d. Managing supply and demand e. All of the above
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Please explain all the options that why its correct and incorrect
14. What significant challenge do the IHIP service characteristic present to service provider?
a. Ensuring customer satisfaction
b. Delivering consistent service quality
c. Achieving operations efficient
d. Managing supply and demand e. All of the above
15. A “customer centric” approach has an impact on:
a. All internal activities of a company
b. The way a company interacts with its customers
c. All of the company’s operations
d. A company focus and strategy e. All of the above
16. Organisational culture is an important concept for service businesses because:
a. It helps staff know what to do and how to do it, even without direct supervision
b. It provides clues about behaviour norms
c. It fills the gap between training and unforeseen cirucmstances
d. All of the above
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- Any company's main purpose is to benefit stakeholders and competitors. d. service 4. In a manufacturing company, the supply chain is a crucial value chain that does all of the following except: Finance and accounting, marketing and sales, inbound logistics, and customer service 5. Value-added business processes. Reengineering, process redesign, disruptive change d. Continuous improvement innovates by progressively improving.When the service facility can be designed to keep its employees motivated and to facilitate productivity, teamwork and operational efficiency without any consideration of customers, this refers to ___ * A. self-service technologyB. ambient conditionC. remote serviceD. interpersonal service Customers buy from stores and firms that offer the highest ___ * A. company imageB. value for the moneyC. customer perceived valueD. level of customer satisfactionInghams’s Pizzas is a chain of pizza stores. Pizzas are made fresh in-store, and then delivered tocustomers by a fleet of drivers. The senior management team has identified the strategic priorities forthe business as on-time delivery and product quality.Required:a) For each of the strategic priorities, suggest three performance measures. b) If the company is successful in achieving challenging targets for these performance measures, willit also necessarily achieve high profitability? Explain your answer.
- Write an essay of a minimum of 800 and a maximum of 1 000 words (1 ½ - 2 pages) on the following:1. Explain the following customer service perspectives in relation to Nkukhu Box business and decide which perspective would be the best for the business.a. A process view of customer service,b. A systemic view of customer service.2. Analyse any two of the following elements of customer service as they apply to the Nkukhu Box business. a. Pre-transaction elements,b. Transaction elements,c. Post-transaction elements6. Which of the following refers to the system of organizations, people, activities, information, and resources involved in moving a product or service from supplier to customer?A. Supply chain B. Value chain C. Business model D. Prototype6. The market for m-commerce in North America is far advanced relative to Western Europe and Japan.True or False?E-commerce and m-commerce can be used in many innovative ways to improve the operations ofan organization. 7. A(n) _________ is a single Web site that offers many products and services at one Internet location.a. e-tailerb. Web servicec. cybermalld. none of the above
- Which is not one of the reasons that all business students should study OPSCM? Select one: A. It's related to all other fields B. it is critical to your organization's success C. it is critical to your career success D. it's one of the highest cost processes in a business. E. All of these are valid reasons Clear my choiceQ.1.1 The operations management function takes cognizance of clients’ needs and continuously formulates its management strategies and objectives strengthens and expands customer base and competitiveness.With reference to the Uber case study presented above, discuss any five of the six main elements which forms part of customer needs.The operations management function takes cognisance of client needs and continuously formulates it's management strategies and objectives strengths and expands customer base and competitiveness. Discuss any five of the six main elements which forms part of customer needs.
- In Kotler's marketing definition, what does "delivering value" mean? a. all options are correct b. shipping orders to customers correctly and as scheduled c. providing products and services that will satisfy customer's needs, wants and expectations d. delivering products safely and conveniently to the customersFor a Management System used in a fast-food restaurant or a pharmacy or a community sports arena identify: (a) The main objective. (b) The main product or service. (c) The main customer and another stakeholder. (d) One infrastructure-type resource. (e) One activity in the product / service realization process. (f) Two management system standards that are applicable to this system. Please provide answers for only one of the three types of organizations given above.De Mar, a plumbing, heating, and air-conditioning companylocated in Fresno, California, has a simple but powerful product strategy: Solve the customer’s problem no matter what, solvethe problem when the customer needs it solved, and make sure thecustomer feels good when you leave . De Mar offers guaranteed,same-day service for customers requiring it. The company provides 24-hour-a-day, 7-day-a-week service at no extra charge forcustomers whose air conditioning dies on a hot summer Sundayor whose toilet overflows at 2:30 A.M. As assistant service coordinator Janie Walter puts it: “We will be there to fix your A/C onthe fourth of July, and it’s not a penny extra. When our competitors won’t get out of bed, we’ll be there!”De Mar guarantees the price of a job to the penny before thework begins. Whereas most competitors guarantee their work for30 days, De Mar guarantees all parts and labor for one year. Thecompany assesses no travel charge because “it’s not fair to chargecustomers for…