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Chapter 2: 40Q. (page 217)

A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process鈥� neither the customer nor server has much discretion in how the service will be provided. As shown on the service-system design matrix, which type of service is being delivered?

Short Answer

Expert verified

Collaborating with specialist support teams, customer engagement team members, contact center team members, as well as user experience team members is what service operations involve.

Step by step solution

01

Service-System Design Matrix  

The Service-System Design Matrix defines the connection between the service delivery process, the level of client interaction, the possibility for sales, as well as production efficiency.

01

The type of service is being delivered is a face-to-face tight specification

A circumstance with tight specifications in which there is very minimal variation in the method is referred to as face-to-face tight specifications. The interaction between a customer as well as a server is an instance of this sort of process. There is just a limited selection of services offered.

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Most popular questions from this chapter

Question: A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a complaint adds to the count in its category. Which six sigma analytical tool would be most helpful to management here?

A term used to refer to the physical surroundings in which a service takes place and how these surroundings affect customers and employees.

鈥淚f line employees are required to work on quality improvement activities, their productivity will suffer.鈥� Discuss.

Question:In the past, Alpha Corporation has not performed incoming quality control inspections but has taken the word of its vendors. However, Alpha has been having some unsatisfactory experiences recently with the quality of purchased items and wants to set up sampling plans for the receiving department to use. For a particular component, X, Alpha has a lot of tolerance percentage defective of 10 percent. Zenon Corporation, from which Alpha purchases this component, has an acceptable quality level in its production facility of 3 percent for component X. Alpha has a consumer鈥檚 risk of 10 percent and Zenon has a producer鈥檚 risk of 5 percent.

  1. When a shipment of product X is received from Zenon Corporation, what sample size should the receiving department test?
  1. What is the allowable number of defects to accept the shipment?

As the degree of customer contact increases in a service operation, what generally happens to the efficiency of the operation?
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