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OMIS 320 Woolsey SELU Final questions well answered to pass
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OMIS 320 Woolsey SELU Final questions well answered to pass
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OMIS 320 Woosley SELU FinalServices - correct answer ✔✔can't be inventoried, high customer-service interaction & are decentralized
due to inability to inventory and transport products.
Productivity = - correct answer ✔✔output/input
Output - correct answer ✔✔Sales Amount
Input (Single Factor Productivity) - correct answer ✔✔Labor Hours
Input (Multi-Factor Productivity) - correct answer ✔✔Labor Hours, Energy & Capital
Baumol's disease - correct answer ✔✔productivity growth in services is low
Improving service productivity is challenging due to: - correct answer ✔✔High labor content, customized
services, difficulty of automating services and problem of assessing service quality
Global services are increasing all over the world and managing them involves a number of issues: -
correct answer ✔✔labor, facilities, infrastructure support, legal and political issues, domestic
competitors and the economic climate, identifying global customers.
cost leadership strategy - correct answer ✔✔Requires large capital investment in state-of-the art
equipment & significant efforts to control & reduce costs.
differentiation strategy - correct answer ✔✔Unique service is created as companies listen to customers.
focus strategy - correct answer ✔✔serve a narrow niche better than other firms
, Bundle of attributes - correct answer ✔✔-Explicit services
-Supporting facility
-Facilitating goods
-Implicit services
explicit services - correct answer ✔✔Storage and use of your money
Supporting facility - correct answer ✔✔bank with drive up tellers
Facilitating Goods - correct answer ✔✔deposit forms, monthly statements
implicit services - correct answer ✔✔Security provided, the atmosphere in the bank, privacy and
convenience.
Service Delivery System - correct answer ✔✔with mass produced, low customer contact systems at one
end and highly customized, high customer contact systems at the other
The service system should be - correct answer ✔✔audited often to assess performance
Location Strategies - correct answer ✔✔Have a long term $ impact on the company.
Decision should consider relevant factors & reduce intuitive decisions.
Layout Strategies - correct answer ✔✔Departmental Layouts to Reduce Distance Traveled
Departmental Layouts to Maximize Closeness Desirability - A closeness desirability rating between
departments used to design a layout that maximizes a rating for the entire office.
Facilitating products - correct answer ✔✔holding equipment that are not part of the services sold
(Computers, furniture, etc)
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