COB 300 Operations Exam #1 Study Guide | 2026 Business Operations Prep
service package - (answer)a bundle of goods and services that is provided in some environment
five features of a service package - (answer)supporting facility, facilitating goods, information, explicit
services, implicit services
customer contact - (answer)the physical presence of the customer in the system
Creation of the service - (answer)the work process involved in providing the service itself
extent of contact - (answer)the percentage of time the customer must be in the system relative to
service time
Difference for facility location between high and low contact systems - (answer)High: operations must
be near the customer
Low: operations may be placed near supply, transport or labor
Differences for facility layout between high and low contact systems - (answer)High: should
accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Differences for product design between high and low contact systems - (answer)High: environment and
physical product define the nature of the service
Low: customer is not in service environment so product can be defined by fewer attributes
Differences for process design between high and low contact systems - (answer)High: stages have a
direct, immediate effect on the customer
Low: customer is not involved in most steps
Differences for scheduling between high and low contact systems - (answer)High: customer is in the
schedule and must be accommodated
, COB 300 Operations Exam #1 Study Guide | 2026 Business Operations Prep
Low: customer is concerned mainly with completion dates
Differences for production planning between high and low contact systems - (answer)High: orders
cannot be stored so smoothing production flow will result in loss of business
Low: both backlogging and production smoothing are possible
Differences for worker skills between high and low contact systems - (answer)High: major part of service
so they must be able to interact well with public
Low: direct workforce only needs to have technical skills
Differences for quality control between high and low contact systems - (answer)High: variable bc of
customer's opinions
Low: fixed bc they are generally measurable
Differences for time standards between high and low contact systems - (answer)High: depends on
customer needs
Low: performed on customer surrogates so time standards can be tight
Differences for wage payment between high and low contact systems - (answer)High: variable output
requires times-based wages
Low: "Fixable" output permits output-based wage systems
Differences for capacity planning between high and low contact systems - (answer)Same for both. To
avoid lost sales capacity must be set to match peak demand
6 common alternatives for service encounters - (answer)mail contact, internet, phone contact, face-to-
face tight specs, face-to-face loose specs and face-to-face total customization
Face-to-Face tight specs - (answer)situations where there is little variation in the service process
Ex: fast food restaurants or disneyland
service package - (answer)a bundle of goods and services that is provided in some environment
five features of a service package - (answer)supporting facility, facilitating goods, information, explicit
services, implicit services
customer contact - (answer)the physical presence of the customer in the system
Creation of the service - (answer)the work process involved in providing the service itself
extent of contact - (answer)the percentage of time the customer must be in the system relative to
service time
Difference for facility location between high and low contact systems - (answer)High: operations must
be near the customer
Low: operations may be placed near supply, transport or labor
Differences for facility layout between high and low contact systems - (answer)High: should
accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Differences for product design between high and low contact systems - (answer)High: environment and
physical product define the nature of the service
Low: customer is not in service environment so product can be defined by fewer attributes
Differences for process design between high and low contact systems - (answer)High: stages have a
direct, immediate effect on the customer
Low: customer is not involved in most steps
Differences for scheduling between high and low contact systems - (answer)High: customer is in the
schedule and must be accommodated
, COB 300 Operations Exam #1 Study Guide | 2026 Business Operations Prep
Low: customer is concerned mainly with completion dates
Differences for production planning between high and low contact systems - (answer)High: orders
cannot be stored so smoothing production flow will result in loss of business
Low: both backlogging and production smoothing are possible
Differences for worker skills between high and low contact systems - (answer)High: major part of service
so they must be able to interact well with public
Low: direct workforce only needs to have technical skills
Differences for quality control between high and low contact systems - (answer)High: variable bc of
customer's opinions
Low: fixed bc they are generally measurable
Differences for time standards between high and low contact systems - (answer)High: depends on
customer needs
Low: performed on customer surrogates so time standards can be tight
Differences for wage payment between high and low contact systems - (answer)High: variable output
requires times-based wages
Low: "Fixable" output permits output-based wage systems
Differences for capacity planning between high and low contact systems - (answer)Same for both. To
avoid lost sales capacity must be set to match peak demand
6 common alternatives for service encounters - (answer)mail contact, internet, phone contact, face-to-
face tight specs, face-to-face loose specs and face-to-face total customization
Face-to-Face tight specs - (answer)situations where there is little variation in the service process
Ex: fast food restaurants or disneyland
