14045681
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace más de 6 años
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Pregunta 1
Pregunta
If queues are unavoidable, managers should consider all of the following EXCEPT:
Respuesta
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provide electronic news displays or videos
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design queuing to give the impression of constant progress
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involve customer in part of the service process during the wait
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scheduling staff breaks during peak times
Pregunta 2
Pregunta
When considering options for managing capacity, service managers need to consider all of the following EXCEPT:
Respuesta
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inventory levels
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organisation’s ability to implement
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competitive influences
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impact on desired levels of service
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customer requirements
Pregunta 3
Pregunta
William Janes observed ______ results from passengers being attentive to the passage of ______ itself.
Respuesta
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boredom; time
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perception; service
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urgency; the queue
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boredom; quality
Pregunta 4
Pregunta
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?
Respuesta
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Unresolved capacity management
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Behind the scenes problems
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Lack of staff
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Untrained staff
Pregunta 5
Pregunta
A company with excess capacity that wants to increase demand should engage in which of the following strategies?
Respuesta
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Consider priority systems for least desirable segments
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Reduce prices selectively
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Raise prices and use communication strategies to encourage usage at other times
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Try to predict wait periods
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Take no action
Pregunta 6
Pregunta
Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?
Respuesta
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Reward your best customers and build loyalty
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Segment the potential wasted capacity
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Use capacity for service differential
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Reward employees
Pregunta 7
Pregunta
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?
Respuesta
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Use more permanent employees
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Use more part-time employees
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Train employees for multiple roles
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Anticipate the peak and off-peak periods of customer demand
Pregunta 8
Pregunta
Which of the following would NOT be a cause of cyclical variations in demand?
Respuesta
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Seasonal changes in climate
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Public holidays
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Customer illness
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School holidays
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Pay dates
Pregunta 9
Pregunta
When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.
Respuesta
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productively; much
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creatively; managerially
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productively; cost effectively
Pregunta 10
Pregunta
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?
Respuesta
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Units of percentage space available
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Percentage of total space
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Percentage of total time
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Percentage of total cost
Pregunta 11
Pregunta
All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:
Respuesta
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spend less on advertising and sales promotions
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review the hours of business
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create flexibility in what is offered
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schedule downtime during periods of low demand
Pregunta 12
Pregunta
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:
Respuesta
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inventorying demand
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ignoring customers
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reducing demand in peak periods
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reducing capacity
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