Operations Management
11th Edition
ISBN: 9780133148787
Author: HEIZER
Publisher: PEARSON
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Textbook Question
Chapter 5, Problem 17DQ
Why are the direct interaction and surrogate interaction regions- in a PCN diagram important in service design?
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Why are the direct interaction and surrogate interaction regions in a PCN daigram important in service design?
Customers using the drive up window at fast food restau-rants are sometimes greeted by a message encouraging
them to purchase an item that’s currently “on special.”Marketing researchers at one restaurant chain want to testthe effectiveness of such a message. They have selected
10 of their restaurants in various locations for an experi-ment, and are considering two different designs.
Design I: 5 of the restaurants will use the messageand the other 5 will not.Design II: Each restaurant will alternate betweenplaying or not playing the message as customersarrive at the drive-thru order station.a) Describe a method of assigning the restaurants tothe groups for Design I using this list of randomdigits: 08530 08629 32279 29478 50228b) Which do you think is the better design? Explain why.c) For the design you chose in part b, describe the datayou would collect and the method of analysis youwould use to determine whether there is evidence thatthe message improves sales of the special item.
3. How important is customer/user story in product design?
Chapter 5 Solutions
Operations Management
Ch. 5.S - Prob. 1DQCh. 5.S - Prob. 2DQCh. 5.S - Prob. 3DQCh. 5.S - Prob. 4DQCh. 5.S - Prob. 5DQCh. 5.S - Prob. 6DQCh. 5.S - Prob. 7DQCh. 5.S - Prob. 1PCh. 5.S - Prob. 2PCh. 5.S - Prob. 3P
Ch. 5.S - Prob. 4PCh. 5.S - Prob. 5PCh. 5.S - Prob. 6PCh. 5.S - Prob. 7PCh. 5.S - Prob. 8PCh. 5.S - Prob. 9PCh. 5.S - Prob. 1.1VCCh. 5.S - Prob. 1.2VCCh. 5.S - Prob. 1.3VCCh. 5.S - Prob. 2.1VCCh. 5.S - Prob. 2.2VCCh. 5.S - Prob. 2.3VCCh. 5 - Prob. 1DQCh. 5 - Prob. 2DQCh. 5 - In what ways is product strategy linked to product...Ch. 5 - Prob. 4DQCh. 5 - Prob. 5DQCh. 5 - Prob. 6DQCh. 5 - Prob. 7DQCh. 5 - Prob. 8DQCh. 5 - Prob. 9DQCh. 5 - Prob. 10DQCh. 5 - Prob. 11DQCh. 5 - Prob. 12DQCh. 5 - Prob. 13DQCh. 5 - Prob. 14DQCh. 5 - Prob. 15DQCh. 5 - Prob. 16DQCh. 5 - Why are the direct interaction and surrogate...Ch. 5 - Prob. 18DQCh. 5 - Prob. 1PCh. 5 - Prob. 2PCh. 5 - Question 5.3 Prepare a house of quality fora...Ch. 5 - Prob. 4PCh. 5 - Prob. 5PCh. 5 - Prob. 6PCh. 5 - Prob. 7PCh. 5 - Prob. 8PCh. 5 - Prob. 9PCh. 5 - Prob. 10PCh. 5 - Prob. 11PCh. 5 - Prob. 12PCh. 5 - Select a service business that involves...Ch. 5 - Prob. 14PCh. 5 - Prob. 15PCh. 5 - Residents of Mill River have fond memories of ice...Ch. 5 - Prob. 17PCh. 5 - Prob. 18PCh. 5 - Prob. 19PCh. 5 - Prob. 20PCh. 5 - Prob. 21PCh. 5 - Prob. 1CSCh. 5 - Prob. 2CSCh. 5 - Prob. 3CSCh. 5 - Prob. 1VCCh. 5 - Prob. 2VCCh. 5 - Prob. 3VCCh. 5 - Prob. 4VC
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- Specify the recent trends that can influence OD practices in future?arrow_forwardPollution Make a root cause analysis of this problem using the fishbone or Ishikawa diagram. If possible, follow and explain how did to conduct the five-step process.arrow_forwardhow would you measure or assess a potential problem?arrow_forward
- The first Domino's Pizza restaurant was near a college campus. \Nhat implementation problems are (a) similar and (b) different for restaurants near a college campus versus a military base?arrow_forwardExplain some of the trade -offs that are encountered in product and service design?arrow_forwardConstruct ER diagram for the following scenario. There is an online community to sharejokes. The community consists of an admin and a number of members. There are two types of members:regular/ad hoc members and contributors. A contributor actively writes jokes, while regular membersread jokes posted. A regular member can write a comment on a joke he/she read. The contributors canmake use of these comments for improvements. The contributors are registered and issued passwordsby the admin. They have to login to post jokes. The admin also manages the jokes posted, mainly toremove the old jokes when the space runs short.arrow_forward
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