Questions from General Operations Management

Q: As described in the chapter, some customers abuse service providers.

As described in the chapter, some customers abuse service providers. How would you: (a) try to reduce the number of customers who return garments that have been worn to an online clothes retailer; (b)...

Q: Figures 12.19–12.21 show some measures from

Figures 12.19–12.21 show some measures from the Chili Airways Balanced Scorecard documentation. The measures are associated with the two objectives illustrated in the case.What concerns might you have...

Q: Re-read the case example on Le Berceau des Sens.

Re-read the case example on Le Berceau des Sens. (a) What should the restaurant be doing to make sure that its customers’ expectations are managed appropriately? (b) At what point do you think custome...

Q: Re-read the case example on Guest logy at Optiker Söderberg

Re-read the case example on Guest logy at Optiker Söderberg. Make the cases for and against drawing on Disney theme park principles as an appropriate model for retail service quality.

Q: Re-read the case example on Campwagen Conversions. What else

Re-read the case example on Campwagen Conversions. What else could Ami and Tom do to manage their customers’ expectations and perceptions of their service?

Q: This is an account of what was described as a ‘nightmarish’

This is an account of what was described as a ‘nightmarish’ flight: It was a 13-hour flight that I will never forget. The trouble began when the passenger in the next seat to me boarded. He had just h...

Q: Some organizations that provide high-volume services, such as retailers

Some organizations that provide high-volume services, such as retailers and restaurant chains, use ‘mystery shoppers’ to check on their service quality. Mystery (or secret) shoppers are people whose j...

Q: Following a survey that revealed that the customers in its most popular

Following a survey that revealed that the customers in its most popular branches commented on the fact that serving staff were always ‘happy and smiling’, a chain of quick-service (fast-food) restaura...

Q: The movie cinema has remained virtually unchanged since it was first introduced

The movie cinema has remained virtually unchanged since it was first introduced over a century ago. And, until recently, cinemas were the only way to watch a film. The basic idea of a movie cinema and...

Q: For years there has been something of a question mark over the

For years there has been something of a question mark over the future of retail banks. Many banks have reduced the number of their branches. However, banks are keen to make sure that those that do rem...