14045681
Beschreibung
Quiz von Lorisse Bazley, aktualisiert more than 1 year ago
|
Erstellt von Lorisse Bazley
vor etwa 6 Jahre
|
|
Frage 1
Frage
If queues are unavoidable, managers should consider all of the following EXCEPT:
Antworten
-
provide electronic news displays or videos
-
design queuing to give the impression of constant progress
-
involve customer in part of the service process during the wait
-
scheduling staff breaks during peak times
Frage 2
Frage
When considering options for managing capacity, service managers need to consider all of the following EXCEPT:
Antworten
-
inventory levels
-
organisation’s ability to implement
-
competitive influences
-
impact on desired levels of service
-
customer requirements
Frage 3
Frage
William Janes observed ______ results from passengers being attentive to the passage of ______ itself.
Antworten
-
boredom; time
-
perception; service
-
urgency; the queue
-
boredom; quality
Frage 4
Frage
The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers. Which of the following is the most appropriate definition of the cause of this problem?
Antworten
-
Unresolved capacity management
-
Behind the scenes problems
-
Lack of staff
-
Untrained staff
Frage 5
Frage
A company with excess capacity that wants to increase demand should engage in which of the following strategies?
Antworten
-
Consider priority systems for least desirable segments
-
Reduce prices selectively
-
Raise prices and use communication strategies to encourage usage at other times
-
Try to predict wait periods
-
Take no action
Frage 6
Frage
Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?
Antworten
-
Reward your best customers and build loyalty
-
Segment the potential wasted capacity
-
Use capacity for service differential
-
Reward employees
Frage 7
Frage
Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?
Antworten
-
Use more permanent employees
-
Use more part-time employees
-
Train employees for multiple roles
-
Anticipate the peak and off-peak periods of customer demand
Frage 8
Frage
Which of the following would NOT be a cause of cyclical variations in demand?
Antworten
-
Seasonal changes in climate
-
Public holidays
-
Customer illness
-
School holidays
-
Pay dates
Frage 9
Frage
When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.
Antworten
-
productively; much
-
creatively; managerially
-
productively; cost effectively
Frage 10
Frage
The two measures of capacity which can be used to ensure that capacity is fully used consist of a number of individual components. Which of the following is NOT one of them?
Antworten
-
Units of percentage space available
-
Percentage of total space
-
Percentage of total time
-
Percentage of total cost
Frage 11
Frage
All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:
Antworten
-
spend less on advertising and sales promotions
-
review the hours of business
-
create flexibility in what is offered
-
schedule downtime during periods of low demand
Frage 12
Frage
A call centre has a system where calls go into a queue and are answered in the order in which they arrived. This is an example of:
Antworten
-
inventorying demand
-
ignoring customers
-
reducing demand in peak periods
-
reducing capacity
Möchten Sie mit GoConqr kostenlos Ihre eigenen Quiz erstellen? eigenen Mehr erfahren.