Questions from General Supply Chain

Q: Can customers be used to provide extra service capacity? Explain.

Can customers be used to provide extra service capacity? Explain.

Q: Why is demand management important for effective supply chain management?

Why is demand management important for effective supply chain management?

Q: Describe some demand management techniques that are used when demand exceeds capacity

Describe some demand management techniques that are used when demand exceeds capacity, and when capacity exceeds demand.

Q: How can firms make use of excess capacity?

How can firms make use of excess capacity?

Q: Define Baumol’s Disease and the Wal-Mart effect, and how

Define Baumol’s Disease and the Wal-Mart effect, and how they affect service-oriented economies like the U.S.

Q: Discuss the primary issues in the management of global services.

Discuss the primary issues in the management of global services.

Q: Provide some examples of front-of-the-house and

Provide some examples of front-of-the-house and back-of-the-house service operations.

Q: What is a virtual queue? When might one be used?

What is a virtual queue? When might one be used?

Q: What are some things service firms can do to monitor customer satisfaction

What are some things service firms can do to monitor customer satisfaction?

Q: Discuss the principle design objectives for service layouts.

Discuss the principle design objectives for service layouts.