Questions from Service Management

Q: How would you train yourself to be a successful consultant in the

How would you train yourself to be a successful consultant in the service sector?

Q: Why do service firms hesitate to offer a service guarantee?

Why do service firms hesitate to offer a service guarantee?

Q: Identify activities that compare Walmart’s vertical integration efforts with maintaining an arm’s

Identify activities that compare Walmart’s vertical integration efforts with maintaining an arm’s-length relationship with suppliers.

Q: Is it possible for an economy to be based entirely on services

Is it possible for an economy to be based entirely on services?

Q: How can the recovery from a service failure be a blessing in

How can the recovery from a service failure be a blessing in disguise?

Q: Discuss why Deming’s 14-point program was rejected by U.

Discuss why Deming’s 14-point program was rejected by U.S. firms but embraced by the Japanese following World War II.

Q: Explain how the application of the PDCA cycle can support a competitive

Explain how the application of the PDCA cycle can support a competitive strategy of low cost leadership.

Q: What are the limitations of "benchmarking?"

What are the limitations of "benchmarking?"

Q: Explain why the introduction of Six Sigma at 3M was blamed for

Explain why the introduction of Six Sigma at 3M was blamed for stifling creativity.

Q: Reconsider Figure 7.13 the value stream map of small business

Reconsider Figure 7.13 the value stream map of small business loan approval process. If the process were conducted entirely online, what value-added activities could be eliminated? What is the overall...