Question

The essentials for delivering an Experience in a Service package consists of:

	a.	Supporting Facility
	b.	Facilitating Goods
	c.	Information
	d.	Explicit and Implicit Services
	e.	All of the listed items here

There are various approaches to design Service Systems for effective and efficient Service operations.

One of the following is NOT an appropriate approach

	a.	Simplified tasks for personnel with freedom to make decisions
	b.	Substitution of Customer labor for service Customization
	c.	Merging of Low Customer contact with High contact processes, for efficient process designs
	d.	Enhancing Customer Experience and Efficiency by leveraging the use of Information systems

In the make-or-buy (outsourcing) decision, one of the reasons for outsourcing from

another company is to:

	a.	Protect your proprietary design
	b.	Protect your proprietary design
	c.	Utilize your surplus labor
	d.	Retain your core competence
	e.	Reduce your inventory costs

Answer 1

Question=The essentials for delivering an Experience in a Service package consists of:

Answer=All of the listed items here

Reason= For a high service quality experience, it is important for the customer to facilitate both explicit, implicit services with the greater physical evidence or the service and providing al the required information

Question =There are various approaches to design Service Systems for effective and efficient service operations. One of the following is NOT an appropriate approach

Answer= Merging of Low Customer contact with High contact processes, for efficient process designs

Reason= Effective process design can be obtained when high contact service is separated from the low contact services

Question=In the make-or-buy (outsourcing) decision, one of the reasons for outsourcing from another company is to:

Answer-Retain your core competence

Reason- By outsourcing the production processes, the company can focus on building and sustaining its core competencies.