Customers using a self-service check-out station at a grocery store might not understand how to use the technology, resulting in their expectations not being met. This demonstrates the fact that
A) customers often provide their own specifications.
B) customers are often the quality inspectors.
C) customers are often the cause of service failures.
D) customers are often the output of a service process.
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Customers at a fine dining restaurant often leave dissatisfied because in their opinion, the waiter took too long to present their bill. This demonstrates the fact that
A) customers often provide their own specifications.
B) customers are often the quality inspectors.
C) customers are often the cause of service failures.
D) customers are often the output of a service process.
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Customers usually do not articulate their expectations and hence a service provider finds it difficult to know what the expectations are, let alone know how to meet them. This demonstrates the fact that
A) customers often provide their own specifications.
B) customers are often the quality inspectors.
C) customers are often the cause of service failures.
D) customers are often the output of a service process.
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A computer manufacturer who also offers a service contract to customers to maintain and repair computers after the warranty period is an example of
A) service integration.
B) poka yoke.
C) servitization.
D) service guarantee.
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Service supply chains as compared to product supply chains are said to be bidirectional. This means that in service supply chains
A) resources flow back and forth between customers and providers.
B) products flow back upstream in the supply chain similar to reverse logistics.
C) money flows both directions in the supply chain.
D) customers and service providers are often interchanged.
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A dollar saved in the cost of materials purchased is a dollar added to the pre-tax profit.
[True or False]
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The impact of sourcing materials or services with improved quality is usually reduced profitability for the firm.
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For a computer manufacturer, items like the processor, which has only a few qualified suppliers, will be classified in the bottleneck quadrant.
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With reference to the strategic sourcing framework, profit impact is
A) the result of the sheer volume of spend for a particular item.
B) used to determine cost discounts targets for different suppliers.
C) a framework for making purchasing-related decisions.
D) used to make investment decisions in supplier assets.
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The spend on an item like spare parts for the factory equipment should be categorized in which spend category?
A) Indirect
B) Direct
C) Capital
D) Process
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