Question

11. In SPC, the distribution of “sample means”

1) Cannot be approximated by normal distribution.

2) Will have greater variability than the process distribution.

3) Will have a mean greater than the process distribution as a function of the sample size.

4) Is exactly like the original distribution under all circumstances.

5) None of the above is true.

15. Which of the following statements is true?

1. Training of Service Personnel is a criterion for evaluating the explicit servicesfeature of the service package.
2. The fact that services are labor intensive ensures that the service is fair and equal for all customers.
3. From a marketing perspective, services, unlike goods, involve transfer of ownership.
4. Little or no interaction between customer and service provider is required when the service is customized.
5. None of the above is true.

16. Which of the following is not an advantage of reducing the divergence of a service process?

1. Improved productivity.
2. Uniformity.
3. Greater flexibility.
4. Reduced costs.
5. Permits a production-line approach to service design.

22.  According to customers, __________ is the most important dimension of service quality?

1. Prompt service
2. Courtesy of employees
3. The attractiveness of the service facility
4. The dependability and accuracy of the service.

e. Assurance that prompt attention will be given to the customer

23.  Companies often “manage the evidence”. For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. Which 'GAP' is this activity attempting to close?

1. GAP 5: difference between what customers expect and what they perceive.
2. GAP 4: difference between what is provided and what customers think is provided.
3. GAP 3: difference between what management wants to provide and what is actually provided.
4. GAP 1: difference between what customers want and what management thinks they want.
5. GAP 2: difference between design the customers wanted and what management was able to develop.

Answer 1

11)ANSWER (3) Will have a mean greater than the process distribution as a function of the sample size.

REASON:-In SPC, the distribution of “sample means”,Will have a mean greater than the process distribution as a function of the sample size because for variables it has continuous dimensions i.e weight,speed,length,strength,etc. where with the help of mean of sample means or number of standard deviation with population determines the sample size it uses the control chart to monitor a process performance measure.

15)ANSWER.(a) Training of Service Personnel is a criterion for evaluating the explicit services feature of the service package.

REASON:- It is mode of learning the new skills,knowledge,attitude, which helps to improve the employees performance respectively.

16)ANSWER (C)Greater flexibility.

REASON:-Greater flexibility is not an advantage of reducing the divergence of a service process because it does not have the ability to make changes with the situations that are changing .

22)ANSWER(d) The dependability and accuracy of the service.

REASON:The dependability and accuracy of the service.is the most important dimension of service quality because the customer satification is an important role for the service quality.The services should be fulfilled according to the need,wants and taste of the customers.

23)ANSWER (b) GAP 4: difference between what is provided and what customers think is provided.

REASON:-Companies often “manage the evidence”. For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. GAP 4: difference between what is provided and what customers think is provided because it indicates the discrepancy between service delivery and external communication in the form of exaggerated promises and lack of information provided to contact personnel.