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DSCI Exam 2 Questions & Answers

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DSCI Exam 2 Questions & Answers The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system. - ✔✔true Implicit service is also known as tangible service. - ✔✔false Service guarantees are only for consumers outside the firm, and do not apply to internal customer relationships within a firm. - ✔✔false High-contact services are more likely to be front office operations and low-contact services are more likely to be back office operations. - ✔✔true A small improvement in customer loyalty can substantially improve the profitability of a service firm. - ✔✔true McDonald's uses what Levitt refers to as "the job shop type approach to service." - ✔✔false Co-routed services offer a larger amount of choices to customers than do customer-routed services. - ✔✔false According to the service profit chain, employees are more likely to be satisfied when management works to improve internal service quality. - ✔✔true The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume. - ✔✔true Outsourcing is the export of service activities to other countries. - ✔✔false External setups refer to actions that require stoppage of the production process. - ✔✔false According to the lean philosophy, a stable master production schedule is desirable to reduce the work-in-process inventories. - ✔✔true Value stream maps are similar to flowcharts and are used for identifying the waste and nonvalue-added steps in the current process. - ✔✔true Lean is an example of a pull system while lean thinking is an example of a push system. - ✔✔false A kanban system cannot be used in service industries. - ✔✔false Kaizen events typically take between 1 to 2 months. - ✔✔false One-touch setups could require as long as 9 minutes to perform. - ✔✔false With lean thinking, a firm's operations layout should evolve to a cellular manufacturing layout. - ✔✔true One of the keys to reducing inventory is reducing lead-time. - ✔✔true Preventive maintenance is another term for stabilizing the master schedule. - ✔✔false Takt time is the available time for production divided by demand. - ✔✔true "Gemba" refers to data collection using the company's information system. - ✔✔false The Japanese term for waste is "gemba." - ✔✔false Toyota Production System is another term for a lean system. - ✔✔true . It is important to determine the quality of design even before producing the product. - ✔✔true SERVQUAL is widely used in practice to measure manufacturing operations such as production and assembling processes. - ✔✔false ISO 9000 standards guarantee that a product or service has no defects - ✔✔false The Baldrige Award is only given in the U.S. - ✔✔true The total cost of quality in an organization is the sum of control costs and failure costs. - ✔✔true The Japanese term for mistake-proofing is "poka-yoke." - ✔✔true Availability refers to the length of time a product can be used before it fails. - ✔✔false Scrap and rework are examples of internal failure costs. - ✔✔true If a company uses three parts in a product, each with a yield of 50%, the overall rolled-yield will equal 50%. - ✔✔false "A production process delivers la

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