Questions from Service Management

Q: 1. The critical path for a project with uncertain activity times

1. The critical path for a project with uncertain activity times is not known for certain until after the project is completed. 2. A project can be defined as a set of complex interrelated tasks with...

Q: 11. The single important attribute of a project manager is leadership

11. The single important attribute of a project manager is leadership ability. 12. Schedule variance is the difference between budgeted cost for work performed and actual cost of work performed. 13....

Q: 31. A highly scalable firm such as Kelly Blue Book (

31. A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center. 32. Scalability is enhanced with self-service. 33. Customers seldom take note of firms that are leaders in the sust...

Q: 1. A characteristic of the overall cost leadership strategy is the

1. A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share. 2. On-line networks between suppliers and their customers create a barrier to ent...

Q: 11. Selling information and developing new services are examples of the

11. Selling information and developing new services are examples of the role that information technology plays in generating revenue. 12. Information technology can be used to promote customer loyalt...

Q: 1. The "line of visibility" found in a service

1. The "line of visibility" found in a service blueprint separates the front office operations from the back office operations. 2. A factor that simplifies the design of service systems is the presenc...

Q: 14. A service blueprint will not facilitate creative problem solving because

14. A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system. 15. Investment banking is a financial service that has hi...

Q: 1. The corporate culture of a firm does not significantly influence

1. The corporate culture of a firm does not significantly influence the quality of the service it provides because the culture is internal and, therefore, not perceived by the customer. 2. Flexibility...

Q: 1. The service package consists of five features. Which one

1. The service package consists of five features. Which one of the features listed below is not included in the package? a. Explicit services b. Supporting facility c. Information d. Cost of service 2...

Q: 1. Which one of the following is not a major factor

1. Which one of the following is not a major factor that could influence facility design? a. Objectives and nature of the service b. Flexibility in operations c. Availability of land d. Site location...