Question

Which of the following characteristics makes it easier to measure the quality of a service, relative to that of a product or facilitating good?

Select one:

A. Service portions are abstract, rather than concrete

B. Service portions are transient, rather than permanent

C. Service portions are psychological, rather than physical

D. None of the above characteristics make it easier to measure service quality

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:

Select one:

A. J.D. Power and Associates

B. McDonald’s

C. American Express

D. Alaska Airlines

Service defections are important in process control for services because:

Select one:

A. No advertising is necessary to get the business of long-term customers

B. They are equally important to organizations that produce tangible outputs

C. A customer who takes their business elsewhere is analogous to a product defect

D. Long-time customers are more likely to purchase additional products

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

Select one:

True

False

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Select one:

True

False

Departments within a stage 2 organization may exhibit a stage 3 orientation, thereby upgrading the organization to a stage 3 categorization.

Select one:

True

False

The balanced scorecard approach relies not only on financial performance measures, but includes customers, internal business processes, and organizational learning and growth.

Select one:

True

False

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

Select one:

True

False

Answer 1

ANS.1 (D)None of the above characteristics make it easier to measure service quality

No characteristics available in the following options are earier to measure the qulaity of service related to the product

ANS.2 (A)J.D. Power and Associates

J.D power and Associated is considered to be one of the best company to focus to evaluuate the quality service in various industries.

ANS.3 (C)A customer who takes their business elsewhere is analogous to a product defect

Service defections are considered to be important in the control services as customers who take their business elsewhere is analogous to product defect.

ANS.4 True

It is true,for one of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

ANS.5 False

False, the five stages of effectiveness do not play in terms of the role their operations play in terms of strategic business objectives.

ANS.6 False

False, teh Departments within a stage 2 organization do not exhibit to a stage 3 orientation, thereby no upgradation of the organization to a stage 3 categorization.

ANS.7 True

True,The balanced scorecard approach relies not only on financial performance measures, but includes customers, internal business processes, and organizational learning and growth.

ANS.8 True

True,Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.