Operations Management
13th Edition
ISBN: 9781259667473
Author: William J Stevenson
Publisher: McGraw-Hill Education
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Textbook Question
Chapter 4, Problem 3P
Prepare a service blueprint for each of these banking transactions:
a. Make a savings deposit using a teller
b. Apply for a home equity loan
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Chapter 4 Solutions
Operations Management
Ch. 4.4 - Prob. 1.1RQCh. 4.4 - Prob. 1.2RQCh. 4.8 - LEGO A/S IN THE PINK Lego A/S overcame the recent...Ch. 4.8 - Prob. 2.1RQCh. 4.8 - Prob. 2.2RQCh. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...Ch. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...Ch. 4.S - Prob. 1DRQCh. 4.S - Prob. 2DRQCh. 4.S - Prob. 3DRQ
Ch. 4.S - Consider the following system: Determine the...Ch. 4.S - A product is composed of four parts. In order for...Ch. 4.S - A system consists of three identical components....Ch. 4.S - A product engineer has developed the following...Ch. 4.S - The guidance system of a ship is controlled by a...Ch. 4.S - One of the industrial robots designed by a leading...Ch. 4.S - A production line has three machines A, B, and C,...Ch. 4.S - Prob. 8PCh. 4.S - A Web server has five major components that must...Ch. 4.S - Repeat Problem 9 under the condition that one of...Ch. 4.S - Hoping to increase the chances of reaching a...Ch. 4.S - An electronic chess game has a useful life that is...Ch. 4.S - A manufacturer of programmable calculators is...Ch. 4.S - Lucky Lumen light bulbs have an expected life that...Ch. 4.S - Prob. 15PCh. 4.S - Prob. 16PCh. 4.S - A major television manufacturer has determined...Ch. 4.S - Prob. 18PCh. 4.S - Determine the availability for each of these...Ch. 4.S - Prob. 20PCh. 4.S - A manager must decide between two machines. The...Ch. 4.S - Prob. 22PCh. 4.S - Auto batteries have an average life of 2.7 years....Ch. 4 - Prob. 1DRQCh. 4 - Prob. 2DRQCh. 4 - Prob. 3DRQCh. 4 - Prob. 4DRQCh. 4 - Prob. 5DRQCh. 4 - Prob. 6DRQCh. 4 - Prob. 7DRQCh. 4 - Prob. 8DRQCh. 4 - a. What is meant by the term life cycle? b. Why...Ch. 4 - Prob. 10DRQCh. 4 - Prob. 11DRQCh. 4 - Prob. 12DRQCh. 4 - Prob. 13DRQCh. 4 - Explain what quality function development is and...Ch. 4 - Prob. 15DRQCh. 4 - Prob. 16DRQCh. 4 - Prob. 17DRQCh. 4 - Prob. 18DRQCh. 4 - Prob. 19DRQCh. 4 - Describe some of the trade-off that are...Ch. 4 - Prob. 2TSCh. 4 - Prob. 3TSCh. 4 - Prob. 1CTECh. 4 - Prob. 2CTECh. 4 - Prob. 3CTECh. 4 - Prob. 4CTECh. 4 - Prob. 5CTECh. 4 - Give two examples of unethical conduct involving...Ch. 4 - Prob. 1PCh. 4 - Prob. 2PCh. 4 - Prepare a service blueprint for each of these...Ch. 4 - Prepare a service blueprint for each of these post...Ch. 4 - Prob. 5PCh. 4 - Prob. 6PCh. 4 - Prob. 7PCh. 4 - Prepare a table similar to that shown in Problem...
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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
- I'm the director of the hospital, and Joint Commission cited my hospital with extended emergency department wait time of 6.5 hours (the national average is 4.7) and Patient dissatisfaction because of not being treated with respect by the staff. For the solutions, I came up with 3 recommendations. Recommendation 1: Fast-Track Area Recommendation 2: Mandated Customer service training Recommendation 3: urgent care near the emergency department Discuss how if this is implemented can bring improvement in the Wait-time and patient dissatisfaction in the emergency department in detailarrow_forwardHow would you define evaluating the quality of the service?arrow_forwardCoca-Cola Bottling Unit (CCBU), a soft drinks manufacturer and distributor, is based in Lambeg, Northern Ireland. The company employs over 400 people, and has 14,000 customers. The service support team deals with a range of incoming calls that include complaints, orders, enquiries, delivery, and pricing. The decision to install a single customer service touch point dates back to 1996 when a customer satisfaction survey indicated that although customers generally felt they were receiving good service, they wanted a single contact point for customer service. If you were marketing executive of Coca-Cola, how do you solve this problem? Please answer according to "Customer Relationship Management Concepts and Technologies" by third edition of Francis Buttle and Stan Maklan's book with not less than three pages.arrow_forward
- Owners of a local restaurant are concerned about their ability to provide quality service as they continue to grow and attract more customers. They have collected data from Friday and Saturday nights, their busiest times of the week. During these time periods about 75 customers arrive per hour for service. Given the number of tables and chairs, and the typical time it takes to serve a customer, the owners estimate they can serve on average about 100 customers per hour. During these nights, are they in the zone of service, the critical zone, or the zone of nonservice?arrow_forwardSystem service In the service encounter triad, what is the trade-off between the customer and the service organization?Select one: a. Satisfaction versus length b. Service delivery c. Lenght versus quality d. Effciency versus autonomy e. Efficiency versus satisfaction Why is measuring service quality a challenge?NOTE: This question has 2 answers, you should choose 2 answers NOT 1.Select one or more: a. Different customers may rate the service differently. b. Service may have an impact on future quality of life (Ex:healthcare) c. Customer satisfaction is determined by many intangible factors d. Customer satisfaction is determied mainly by price The process of creating value online is called what?Select one: a. Virtual value chain b. None c. online value chain d. Market space e. value chainarrow_forwardPrepare a service blueprint for each of these post office transactions: Buy stamps from a machine. Buy stamps from a postal clerkarrow_forward
- Measurements and metrics pertaining to customer service are essential; nevertheless, what are the potential drawbacks associated with having an excessive number of these types of measures?arrow_forwardDraw a service blueprint for the following: a. Pizza delivery b. Automobile repairarrow_forwardA service recovery is a planned action in response to a customer complaint or comment. As a catering manager, demonstrate the steps in the service-recovery process when you receive a complaint from your customer during a catering service.arrow_forward
- List eight key aspects that set the services apart, and discuss how they impacted the design process as a whole.arrow_forwardCrirical Thinking Sometimes service quality may not meet customers' expectations. What problems have you experienced with quality in the delivery of the following services? a. A haircut b. A dental visit c. Compute, repairs d. Your college education What do you think is the ,eason for the poor quality? How would you improve the quality of service?arrow_forwardThe servicescape is different in fast food restaurants when compared to upscale restaurants. Compare and contrast the servicescapes of McDonalds and a restaurant such as Ruth's Chris or Landry's. How do the servicescapes support the service expectations of customers and the actual delivery of services.arrow_forward
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