TEST BANK
SERVICE MANAGEMENT OPERATIONS, STRATEGY, INFORMATION
TECHNOLOGY 10TH EDITION BY SANJEEV
BORDOLOI
,TABLE OF CONTENT;
PART ONE UNDERSTANDING SERVICES
1 THE SERVICE ECONOMY 2
SERVICE STRATEGY
PART TWO DESIGNING THE SERVICE ENTERPRISE
3 NEW SERVICE
DEVELOPMENT 4 THE
SERVICE ENCOUNTER
5 SUPPORTING FACILITY AND
PROCESS FLOWS 6 SERVICE
QUALITY
7 PROCESS IMPROVEMENT
SUPPLEMENT: DATA ENVELOPMENT ANALYSIS
(DEA) 8 SERVICE FACILITY LOCATION
PART THREE MANAGING SERVICE
OPERATIONS 9 SERVICE SUPPLY
RELATIONSHIPS 10 GLOBALIZATION
OF SERVICES
11 MANAGING CAPACITY AND DEMAND
12 MANAGING WAITING LINES
13 CAPACITY PLANNING AND QUEUING MODELS
SUPPLEMENT: COMPUTER SIMULATION
PART FOUR QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14 FORECASTING DEMAND FOR SERVICES
15 MANAGING SERVICE INVENTORY
16 MANAGING SERVICE PROJECTS
APPENDIX
A AREAS OF STANDARD NORMAL DISTRIBUTION
B UNIFORMLY DISTRIBUTED RANDOM NUMBERS
[0, 1] C VALUES OF LQ FOR THE M/M/C
QUEUING MODEL
D EQUATIONS FOR SELECTED QUEUING MODELS
CHAPTER 1-16 ANSWERS ARE THE AT END OF EACH
CHAPTER CHAPTER 1
STUDENT NAME:
1) THE SERVICE PACKAGE CONSISTS OF FIVE FEATURES. WHICH ONE OF THE FEATURES LISTED
BELOW IS
NOT INCLUDED IN THE PACKAGE?
1)
A) EXPLICIT SERVICES
B) SUPPORTING FACILITY
,C) INFORMATION
D) COST OF SERVICE
, QUESTION DETAILS BLOOM'S
: REMEMBER AACSB :
COMMUNICATION DIFFICULTY :
1 EASY
LEARNING OBJECTIVE : 01-07 DESCRIBE A SERVICE USING THE FIVE DIMENSIONS OF THE
SERVICE PACKAGE. TOPIC : THE SERVICE PACKAGE
ACCESSIBILITY : KEYBOARD
NAVIGATION ACCESSIBILITY : SCREEN
READER COMPATIBLE
2) THE MAJOR INPUT INTO A LARGE PUBLIC HOSPITAL FROM A SERVICE POINT OF VIEW
WOULD BE
BLANK.
2)
IF YOU WANT THIS DOCUMENT EMAIL ME AT,
TO GET THE FULL DOCUMENT IN PDF FORMAT.
SERVICE MANAGEMENT OPERATIONS, STRATEGY, INFORMATION
TECHNOLOGY 10TH EDITION BY SANJEEV
BORDOLOI
,TABLE OF CONTENT;
PART ONE UNDERSTANDING SERVICES
1 THE SERVICE ECONOMY 2
SERVICE STRATEGY
PART TWO DESIGNING THE SERVICE ENTERPRISE
3 NEW SERVICE
DEVELOPMENT 4 THE
SERVICE ENCOUNTER
5 SUPPORTING FACILITY AND
PROCESS FLOWS 6 SERVICE
QUALITY
7 PROCESS IMPROVEMENT
SUPPLEMENT: DATA ENVELOPMENT ANALYSIS
(DEA) 8 SERVICE FACILITY LOCATION
PART THREE MANAGING SERVICE
OPERATIONS 9 SERVICE SUPPLY
RELATIONSHIPS 10 GLOBALIZATION
OF SERVICES
11 MANAGING CAPACITY AND DEMAND
12 MANAGING WAITING LINES
13 CAPACITY PLANNING AND QUEUING MODELS
SUPPLEMENT: COMPUTER SIMULATION
PART FOUR QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14 FORECASTING DEMAND FOR SERVICES
15 MANAGING SERVICE INVENTORY
16 MANAGING SERVICE PROJECTS
APPENDIX
A AREAS OF STANDARD NORMAL DISTRIBUTION
B UNIFORMLY DISTRIBUTED RANDOM NUMBERS
[0, 1] C VALUES OF LQ FOR THE M/M/C
QUEUING MODEL
D EQUATIONS FOR SELECTED QUEUING MODELS
CHAPTER 1-16 ANSWERS ARE THE AT END OF EACH
CHAPTER CHAPTER 1
STUDENT NAME:
1) THE SERVICE PACKAGE CONSISTS OF FIVE FEATURES. WHICH ONE OF THE FEATURES LISTED
BELOW IS
NOT INCLUDED IN THE PACKAGE?
1)
A) EXPLICIT SERVICES
B) SUPPORTING FACILITY
,C) INFORMATION
D) COST OF SERVICE
, QUESTION DETAILS BLOOM'S
: REMEMBER AACSB :
COMMUNICATION DIFFICULTY :
1 EASY
LEARNING OBJECTIVE : 01-07 DESCRIBE A SERVICE USING THE FIVE DIMENSIONS OF THE
SERVICE PACKAGE. TOPIC : THE SERVICE PACKAGE
ACCESSIBILITY : KEYBOARD
NAVIGATION ACCESSIBILITY : SCREEN
READER COMPATIBLE
2) THE MAJOR INPUT INTO A LARGE PUBLIC HOSPITAL FROM A SERVICE POINT OF VIEW
WOULD BE
BLANK.
2)
IF YOU WANT THIS DOCUMENT EMAIL ME AT,
TO GET THE FULL DOCUMENT IN PDF FORMAT.
