Questions from Service Management

Q: 1. Assume that you are part of the management staff whose

1. Assume that you are part of the management staff whose task is to develop this sketch plan. Using Microsoft Project, develop the PERT network as outlined above, identify the critical path, and dete...

Q: 1. Use DEA to identify efficient and inefficient terminal operations.

1. Use DEA to identify efficient and inefficient terminal operations. Formulate the problem as a linear programming model, and solve using computer software such as Excel Solver that permits input fil...

Q: 1. Compare and contrast the strategic service vision of El Banco

1. Compare and contrast the strategic service vision of El Banco and United Commercial Bank. 2. Identify the service winners, qualifiers, and service losers for El Banco and United Commercial Bank....

Q: 1. For the Burger Palace example, perform a complete analysis

1. For the Burger Palace example, perform a complete analysis of efficiency improvement alternatives for unit S2, including determination of a composite reference unit. 2. For the Burger Palace exampl...

Q: 1. Marketing analysts use market position maps to display visually the

1. Marketing analysts use market position maps to display visually the customers’ perceptions of a firm in relation to its competitors regarding two attributes. Prepare a market position map for Alamo...

Q: 1. Who are Goodwill’s customers and how have their demo-

1. Who are Goodwill’s customers and how have their demo-graphics changed over time? 2. How should the introduction of for-profit thrifts affect Goodwill’s decisions...

Q: 1. Services are deeds, processes, and performances.

1. Services are deeds, processes, and performances. 2. The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to another. 3. The fall in employment in the agricultur...

Q: 14. Internet banking is a service that would appeal to the

14. Internet banking is a service that would appeal to the economizing customer, the personalizing customer, and the convenience customer. 15. Efficiency- versus-satisfaction is the possible source of...

Q: 1. The servicescape can influence perceived quality. 2.

1. The servicescape can influence perceived quality. 2. The design of facilities is dependent entirely on the construction and operating costs of the facilities. 3. A well-conceived servicescape can c...

Q: 14. The procedure to improve flow distance in a process layout

14. The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis. 15. A product layout affords some degree of c...