BUS 430 OPERATIONS MANAGEMENT WEEK 4 QUIZ WITH ANSWERS (2021)

BUS 430 OPERATIONS MANAGEMENT WEEK 4 QUIZ WITH
ANSWERS (2021)
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operations-management-week-4-quizwith-answers-2021/
Strayer BUS 430 Week 4 Quiz Answers (2021)
1. Customer contact is measured by the percentage of time the customer must be in the service-delivery system
relative to the total time it takes to provide the service.
2. Service-delivery systems with high customer contact can be treated much like an assembly line.
3. In the context of service-delivery system design, which of the following establishments depends on good
location decisions?
4. Ambient conditions are the explicit signals that communicate an image about a firm and include examples such
as mission statements and diplomas on a wall.
5. In the context of quality function deployment, one of the first steps to build the House of Quality is to:
6. For manufactured goods, design blueprints specify a nominal value which is the:
7. Mitch is the owner of GameOn, a popular sports bar. He personally trains his servers and then gives them
autonomy to make on-the-spot decisions to resolve any customer complaints and issues. This is a form of
_____.
8. A critical part has a manufacturing specification (in cm) of 0.325 ± 0.010. Based on this information, if this
measurement is larger than 0.335 or smaller than 0.315, the product fails at a cost of $120. Determine the
Taguchi loss function in the given scenario.
9. In the context of the sevicescape, in the service-delivery system design, which of the following
10. In the context of quality function deployment, building a House of Quality begins by identifying the:
11. In the context of service-encounter design, high-contact systems would most commonly be found in:
12. An Energy Star dishwasher results in increased release of carbon dioxide to the air.
13. For manufactured goods, design blueprints specify a target dimension, along with a range of permissible
variation called the__________.
14. In the context of service-encounter design, free trips and extra vacation days is not considered a form of
recognition.
15. David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to
resolve any customer complaints, with no questions asked. This is an example of:
16. Location is an important competitive priority in a service business.
17. Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting
lounges in its office. Which of the following dimensions of servicescape is the firm addressing?
18. In the context of service-encounter design, giving discounts to employees is a form of _____.
19. A quality characteristic has a specification (in cm) of 0.40 ± 0.03. If the value of the quality characteristic
exceeds 0.40 by the tolerance of 0.030 on either side, the product will require a $180.00 repair. In the given
scenario, the Taguchi loss function is correctly represented by which of the following equations?
20. In the context of the servicescape, in the service-delivery system design, building footprints are examples of: