Service Management Operations Strategy Information Technology 9th Edition By Sanjeev Bordoloi – Test Banks

Service Management Operations Strategy Information Technology 9th Edition By Sanjeev Bordoloi – Test Bank

Name: Service Management Operations Strategy Information Technology 9th Edition By Sanjeev Bordoloi – Test Banks
Brand: Test Bank
SKU: 98775
Price: 45 USD
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Chapter 11 Managing Capacity and Demand

1) The use of a ski-resort hotel for business conventions during the summer is an example of using the complementary service strategy.

Answer: FALSE
Difficulty: 1 Easy
Topic: Strategies for Managing Demand
Learning Objective: 11-02 Determine the overbooking strategy for a service that minimizes expected loss.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation

2) Overbooking is a strategy that can be used to smooth demand.

Answer: FALSE
Difficulty: 2 Medium
Topic: Strategies for Managing Demand
Learning Objective: 11-02 Determine the overbooking strategy for a service that minimizes expected loss.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation

3) The strategy of segmenting demand to reduce variation makes use of the fact that demand for a service seldom is derived from a homogeneous source.

Answer: TRUE
Difficulty: 2 Medium
Topic: Strategies for Managing Demand
Learning Objective: 11-02 Determine the overbooking strategy for a service that minimizes expected loss.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation

4) Differential pricing is an attempt to make peak usage periods unattractive by imposing a penalty on the consumer for using the service during peak periods.

5) Yield management is the process of allocating a fixed perishable resource to several market segments in the most profitable manner.

Answer: TRUE
Difficulty: 1 Easy
Topic: Yield Management
Learning Objective: 11-05 Explain what yield management is, when its use is appropriate, and how it can be accomplished using the critical fractile criterion.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation

6) The workshift scheduling problem is important in service organizations that face a cyclic demand for their services.

Answer: TRUE
Difficulty: 2 Medium
Topic: Strategies for Managing Capacity
Learning Objective: 11-03 Use a linear programming model to prepare a weekly workshift schedule with two consecutive days off for each employee.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
7) Workshift scheduling attempts to deal with the service utilization problem by controlling the demand for the service and partitioning it so that utilization is uniform.

Answer: FALSE
Difficulty: 2 Medium
Topic: Strategies for Managing Capacity
Learning Objective: 11-03 Use a linear programming model to prepare a weekly workshift schedule with two consecutive days off for each employee.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation

8) A drawback to increased consumer participation is the fact that service quality is no longer completely under the control of the provider of the service.

9) When peaks of activity are persistent and predictable such as meal times for restaurants, off-duty personnel can be placed on standby to supplement regular employees.

Answer: FALSE
Difficulty: 2 Medium
Topic: Strategies for Managing Capacity
Learning Objective: 11-04 Prepare a work schedule for part-time employees.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation

10) Cross-training employees as a strategy to increase flexibility is feasible only when there exist tasks, the demands for which peak at different times.

Answer: TRUE
Difficulty: 2 Medium
Topic: Strategies for Managing Capacity
Learning Objective: 11-04 Prepare a work schedule for part-time employees.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation