Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 1, Problem 2PA
Summary Introduction
To determine: The dimension of the customer utility function.
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true or false
Value is established by the ever-changing circumstances of the client, not by the everchanging physical characteristics of a product.
When a customer buys an air conditioning unit, it is expected that it will keep the place cool. This is an example of what kind of need:
a.
Stated
b.
Unstated
c.
Secret
d.
Real
Because service organizations require high-touch relationships with customers, which of the following characteristics of the service organization is most important to meeting this requirement?
Hiring and training
Customized services
Flexible systems
Adjustable capacity
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- In general, which of the following statements is not true? Group of answer choices Service operations has more customer contact than manufacturing. High customer contact services are “experienced”. Manufacturing operations have sophisticated methods for measuring performance. Service operations can produce a tangible output. Manufacturing operations have frequent customer contact in the conversion process.arrow_forwardThe owner of Barb’s Burgers has suggested the firm should invest in more moderntechnology and created a list of potential changes she thinks may be helpful as aninvestment. She has asked you to analyze the four potential choices and comment onwhat this would change in terms of cost: Purchase the Burgertron 4000, a machine that promises to correctly and perfectlycook up to 20 hamburger patties at a time in under 4 minutes. The machine canbe integrated into the ordering system and will correctly put condiments on theburgers. You can assume that during the busiest parts of the day, the firms isselling between 80 and 120 burgers an hour, while in slow periods it is sellingbetween 10 and 30 burgers in an hour • Question: Argue how each of these is likely to change the cost of the firm once implemented (i.e. are any of these a fixed cost or a variable cost). How this adjust theamount of labour and/or capital currently necessary for the firm? Would the technology be a general technology,…arrow_forwardCustomer value segmentation is the practice of matching service level to the profitability of the client. Question 10 options: True Falsearrow_forward
- The bullwhip effect has a larger effect on supply chain members ________. Group of answer choices Closer to the customer Closer to the focal firm Closer to the raw materials None of these answersarrow_forwardBecause of the perishability of services, _____________ is especially important. Group of answer choices customization outsourcing tangible evidence of quality demand managementarrow_forwardIs the mechanism designed to optimise the customer's expected value?arrow_forward
- After you have finished setting up employee records for Hi-Fi Way, Isabella asks you to perform the following steps in MYOB and then identify the tab that is part of the window that appears after those steps have been completed: From the main menu bar, click Setup and select Easy Setup Assistant. In the Easy Setup Assistant window that appears, click the Payroll icon to open the Payroll Easy Setup Assistant. From the list of options provided on the left side of the Payroll Easy Setup Assistant, click Employee Cards. In the 'Build your employee list' window that appears within the Payroll Easy Setup Assistant, click the New button. Select the tab that is part of the window that appears after the above steps are performed: Employee Log Timesheet History Payroll Categoryarrow_forwardYou have your Front Office manager begging you for a new front desk reservations management system, and your head chef begging for a new Kitchen management system. Both the Rooms and Food & Beverage division bring in about the same amount of revenue to your property, and the systems they are requesting cost about the same. How would you decide which one you are going to implement first? Name three factors to be cautious of in system selection.arrow_forwardWhich of the following explains how Best Buy adds value by acting as a distributor for electronics, when people can go to liger Direct or Newegg.com and cut out the middle a) Best Buy adds value by providing time utility. Consumers can get in, find what they need, and get out. To that end. a drive-through concept is currently being developed. h) Best Buy adds value by providing service utility. It's employees help customer choose the model best suited for them by giving them tips and explaining things to them, allowing customers to make informed decisions Best Buy has a stranglehold on the market because their salespeople are paid hourly, not on commission Consumers like low pressure environments. ) d) Best Buy adds value by providing place utility. People can come in and physically interact with the electronics they are considering for purchase. Sometimes this makes all the difference between *Tust looking" and "sold »arrow_forward
- Richard Lee, President of Elgin Technology Products, recently returned from a Technology Conference in downtown Chicago. As a result of talking with leaders of other companies, he is now considering establishing a tiered service system, an idea he shared with the manager of the Customer Service Department.Mr. Lee’s basic thought is to reward the customers who give Elgin Technology Products $100,000 worth of business with an end-of-year “thank you payment” that reflects a 5 percent discount on all yearly purchases. In addition, those customers would receive a commitment to next-day turnaround time on the resolution of all customer service problems. Moreover, the customers who purchase $500,000 or more annually would receive a 10 percent discount and a commitment to a four-hour resolution of customer service problems. Mr. Lee has requested that you and three other CSRs share your opinion and concerns regarding this decision. 1. Name some advantages of making the decision to use a tiered…arrow_forward1)Which of the following statements will hold good in the case of a system with uncertainty in demand for service and in service times? A)When the utilization of resources fall it is an indication of greater efficiency of the serviceB)It is a good practice to plan for resource utilization levels more than 85%C)Cost of waiting to get serviced is directly proportional to the cost of providing the serviceD)None of the above PS: Option B is wrong!!!arrow_forwardAchieving a balance between quality and cost poses a significant challenge for computer manufacturers.This response will outline the process of constructing a cost-effective and durable machine.arrow_forward
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