Questions from General Operations Management

Q: What is customer contact?

What is customer contact?

Q: Define high- and low-contact systems and provide examples of

Define high- and low-contact systems and provide examples of each.

Q: Describe the four elements of service-encounter design.

Describe the four elements of service-encounter design.

Q: Define a service guarantee and provide one example.

Define a service guarantee and provide one example.

Q: Discuss how you decide to schedule your school assignments. Do your

Discuss how you decide to schedule your school assignments. Do your informal scheduling rules correspond to any of those in this chapter?

Q: Define a service upset and provide one example from your personal experiences

Define a service upset and provide one example from your personal experiences.

Q: Explain how goods and service design concepts are integrated at LensCrafters.

Explain how goods and service design concepts are integrated at LensCrafters.

Q: What are the six major steps in designing goods and services?

What are the six major steps in designing goods and services?

Q: What is prototype testing? Why is it used?

What is prototype testing? Why is it used?

Q: Explain the concept and application of quality function deployment.

Explain the concept and application of quality function deployment.