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41.A company has purchased new software which will allow its

Question : 41.A company has purchased new software which will allow its : 1418671

 

41.A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts-ordering efficiencies the company offers its customers. The company’s  improved ____ should lead to improved employee satisfaction.

a.service capability

b.lean manufacturing

c.service benchmarking

d.service empowerment

e.customer empathy

42.Which of the following is a specific component of internal service quality?

a.MBO

b.high value service

c.delegation

d.autonomy

e.span of management

43.This is a description of what happened to a patron at Royal Mail (the United Kingdom’s equivalent of the USPS). "In the 15 minutes I waited in line, during which I shuffled forward one yard and two places, I had ample opportunity to watch what the other three staff were doing. They were busy all right, but the main task was counting each stamp in their folders. In this vital work, two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Assuming this experience is typical, the Royal Mail needs to engage in ____.

a.service recovery

b.process integration

c.manufacturing flexibility

d.just-in-time manufacturing

e.process changeover

44.The term ____ refers to restoring customer satisfaction to strongly dissatisfied customers.

a.service recovery

b.service enhancement

c.customer focus

d.customer reengineering

e.relationship marketing

45.Which of the following statements about service recovery is true?

a.Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.

b.Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.

c.The purpose of empowering service employees is zero customer defections.

d.Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.

e.All of these statements about service recovery are true.

46.The highest degree of processing occurs in ____ operations.

a.assemble-to-order

b.make-to-order

c.make-to-stock

d.batch

e.real-time

47.____ refers to a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semi-customized products.

a.Assemble-to-stock

b.Assemble-to-order

c.Make-to-order

d.Make-to-stock

e.Batch processing

48.The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.

a.assemble-to-stock

b.buy-to-sell

c.make-to-order

d.make-to-stock

e.assemble-to-order

49.Classifying manufacturing operations in terms of the amount of assembly that occurs after an order is received from customers is the same as classifying those operations in terms of ____.

a.processing

b.flexibility

c.production

d.operations

e.technical skills

50.Which of the following types of operations are most dependent on the accuracy of sales forecasts?

a.project manufacturing

b.assemble-to-order operations

c.make-to-order operations

d.buy-to-sell operations

e.make-to-stock operations

 

 

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