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Exam 14: Improving Service Quality and Productivity

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Question 1

Multiple Choice

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In broad terms, ____________ focuses on benefits created for the customer's side of the equation, and _____________ addresses the financial costs incurred by the firm.

A) productivity; quality
B) reliability, value
C) security; responsiveness
D) value; reliability
E) quality; productivity

F) C) and E)
G) B) and D)

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Question 2

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Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

A) True
B) False

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Question 3

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The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Organizations that are known for excellent service make use of hard measures rather than soft measures.

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.

List the three external gaps between the customer and the organization.

Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.

Which of the following is NOT a broad dimension of service quality?

Explain what SERVQUAL is and how it is used in services.

What is ISO 9000?

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.

Which of the following is one of the customer-driven approaches to improving productivity?

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Which of the following is the proposed solution for the perception gap?

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.