Ch10 Verified Test Bank Planning The Service Delivery System - Hospitality Organizations 2e Test Bank by Robert C. Ford. DOCX document preview.
CHAPTER 10: Planning the Service Delivery System
Testbank
True/False
- The Juran Trilogy was published by Joseph Juran in 1986 after almost fifty years of research.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Delivery System
Difficulty Level: Easy
- Quality planning, monitoring, and management are the three processes included in the Juran Trilogy.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Delivery System
Difficulty Level: Easy
- The Juran Trilogy reminds us that knowing the needs, wants, expectations, capabilities, and behaviors of targeted guests are the starting point of a delivery system.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Delivery System
Difficulty Level: Easy
- Service standards should be established at the end of the planning process.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Planning the System
Difficulty Level: Easy
- Service standards can be set by businesses, organizations, associations, or agencies within the industry.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Planning the System
Difficulty Level: Medium
- Self-management through self-measurement is one way in which employees are able compare themselves to performance measures and therefore provide better service to guests.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Monitoring the Service Experience
Difficulty Level: Easy
- There are clear distinctions between the different phases of service delivery.
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Blurred Lines
Difficulty Level: Easy
- Planning always starts with the employees.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Planning Techniques
Difficulty Level: Easy
- The purpose of blueprinting is not only to satisfy the guest but also to enable the organization to achieve its profit goal.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Blueprinting
Difficulty Level: Easy
- A universal service map is a variant or a more elaborate version of a blueprint.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Universal Service Map
Difficulty Level: Easy
- A fishbone diagram is a form of a cause-and-effect analysis often used to make major changes to a delivery system.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Fishbone Analysis
Difficulty Level: Easy
- A Pareto analysis is often utilized in the PERT/CPM planning technique.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Resource Categories
Difficulty Level: Medium
- The PERT/CPM planning technique is most useful for visualizing and illustrating everyday operations of an organization, but not for one-time projects.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: PERT/CPM
Difficulty Level: Medium
- The PERT/CPM planning technique utilizes the concept of a critical path to identify where there is no slack time within a sequence of activities regarding an organizational project.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: PERT/CPM
Difficulty Level: Medium
- The “CP” in PERT/CPM stands for Critical Path.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: PERT/CPM
Difficulty Level: Easy
- Simulations are only utilized by larger organizations because their service delivery systems are more complex.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Simulations
Difficulty Level: Easy
- Poka-yokes were developed by the Japanese quality improvement expert, Shigeo Shingo.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Poka-Yokes
Difficulty Level: Easy
- Control poka-yokes occur before an error is made.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Warnings and Controls
Difficulty Level: Easy
- There are three types that warning or control poka-yokes can be: contact, fixed values, or motion step.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Warnings and Controls
Difficulty Level: Easy
- In a cross-functional organization, employees always report to more than one person.
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Medium
- Cross-functional structures allow organizations to focus all employees’ functional skills on solving a guest’s problem or meeting their expectation in that moment.
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain Comprehension:
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Easy
- Poka-Yokes are not designed to help customers solve their own problems, but instead help employees solve customer problems.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Poka-Yokes
Difficulty Level: Easy
- Buying different colored knives and cutting boards in a restaurant to reduce cross-contamination is an example of a poka-yoke.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Poka-Yoke
Difficulty Level: Medium
- Proper training of employees is not one of the ways in which an organization can prevent service failures before they occur.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Training
Difficulty Level: Easy
- PERT stands for Program Event Review Technique.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: PERT/CPM
Difficulty Level: Easy
- There are five steps in the PERT/CPM process, the last of which is finding the critical path of the project.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: PERT/CPM
Difficulty Level: Easy
27. Managers typically find the simplest and quickest solution to problems which is usually based on the assumption that a subordinate lacks the training, supervision, or information needed.
Learning Objective: LO 10.1 Describe why it is critical for organizations to fully plan their service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Planning and Designing the Service Delivery System
Difficulty Level: Easy
28. The example of the Hot Dog Stand blueprint is incomplete because it does not factor in what happens prior to the guests ordering the hot dog.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Hot Dog Stand
Difficulty Level: Medium
29. The line of visibility is best described as the difference between what the guest does and what the employee does as part of the service experience.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Line of Visibility
Difficulty Level: Easy
30. The activities below the line of guest interaction is where customer’s decide the value of the service experience.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Line of Guest Interaction
Difficulty Level: Medium
31. A fishbone diagram is used to concentrate on problem areas to make significant changes to the delivery system.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Fishbone Analysis
Difficulty Level: Easy
32. Once managers measure each factor’s contribution to a service problem, finding a solution is straightforward.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: No More Waiting
Difficulty Level: Easy
33. In PERT/CPM diagrams, the critical path allows for additional time needed to complete each task.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Circles and Arrows
Difficulty Level: Easy
34. Computer simulations are often too expensive and therefore not available to smaller hospitality organizations.
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Computer Simulations for All
Difficulty Level: Easy
35. Forecasting demand for businesses both in the short- and long-term future can used to implement proactive strategies to respond to that demand.
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Forecasting Demand to Prevent Problems
Difficulty Level: Easy
36. The purpose of cross-functional structure is to have employee and management teams work together to solve business management decisions.
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Medium
Multiple Choice
37. The key component of a flawless service experience is
- the way the service is delivered
- when the service is delivered
- all elements of the delivery system are integrated
- receiving no complaints from customers
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Delivery System
Difficulty Level: Easy
38. What is included in the quality planning processes of the Juran Trilogy?
- measuring the service in an effective and efficient manner
- analyzing failures that have contributed to poor quality service
- collecting data to identify service failures
- developing a delivery system
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Delivery System
Difficulty Level: Easy
39. What is a system in which either employees or the system itself can override the normal delivery system to fix guest problems when it fails?
- self-correcting system
- self-overriding system
- self-healing system
- Plan B system
Learning Objective: LO 10.2 Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Self-Healing System
Difficulty Level: Easy
40. What are the four basic and most commonly used ways to develop a detailed plan for a service delivery system?
- poka-yoke, fishbone analysis, universal service map, simulation
- fishbone analysis, universal service map, PERT/CPM chart, simulation
- simulation, fishbone analysis, Pareto analysis, universal service map
- critical paths, simulation, PERT/CPM chart, fishbone analysis
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Planning Techniques
Difficulty Level: Easy
41. What is the most commonly discussed type of service diagramming?
- PERT/CPM
- critical paths
- blueprinting
- universal service mapping
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Blueprinting
Difficulty Level: Easy
42. What is the purpose of a Pareto analysis?
- to prioritize potential problems
- to test theories
- to aggregate data
- to identify potential problems
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Resource Categories
Difficulty Level: Easy
43. Simulations
- are an imitation of the real service
- can be a simple drawing on a piece of paper
- can reveal problems that may not have been obvious
- are only created through computer programs
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Simulations
Difficulty Level: Medium
44. What does poka-yoke mean in English?
- Mistake proofing
- Mistake guarantee
- Mistake identification
- Mistake acceptance
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Poka-Yokes
Difficulty Level: Easy
45. Poka-yokes are
- a proactive/preventive strategy for service mistakes
- a tool to analyze service mistakes
- a mechanism that is triggered when a service mistake occurs
- a system put in place to help dissatisfied guests
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Poka-Yokes
Difficulty Level: Easy
46. Which structure or method is used to organize people and groups to enable them to focus on guest needs, wants, and expectations over all the organizational units?
- cross-functional structure
- poka-yoke system
- blueprinting
- PERT/CRM
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Easy
47. A cross-functional organization is characterized by
- reporting to the person directly above and directly below you
- receiving orders from one person only
- having multiple lines of authority
- having a top-down approach of authority
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Medium
48. Quality hospitality organizations build the service production processes based on
- their own perspective
- the guest’s perspective
- employee convenience
- efficiency
Learning Objective: LO 10.1 Describe why it is critical for organizations to fully plan their service delivery system.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Goal: Fail No Guest, Delight Every Guest
Difficulty Level: Medium
49. The lock on a hotel door is fixed by John the Facilities Engineer at the request of Mary the Front Desk Manager prior to a guest arriving. In the system design process this would belong to which part of the flowchart?
- physical evidence
- onstage contact employee action
- backstage contact employee action
- support process
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Blueprinting
Difficulty Level: Medium
50. The ______ guests served and ______ the service is required, the more likely the service delivery system is less customized for each guest
- more, simpler
- less, quicker
- less, more complex
- more, more complex
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Adding Detail to Blueprints
Difficulty Level: Medium
51. The Universal Service Map is typically ______ and built from the ______ perspective.
- simple; management
- more complex; guests’
- more elaborate; employees’
- basic; guests’
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Universal Service Map
Difficulty Level: Medium
52. Jon the Bartender couldn’t get through to management about some of the service issues he was facing, so one morning before the restaurant opened he brought in a bunch of his acting friends to show management some of the problems he has noticed in the service delivery system. This exhibition is a type of ______.
- leadership opportunity
- positive reinforcement
- simulation
- training
Learning Objective: LO 10.3 Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Simulations
Difficulty Level: Easy
53. Which of the following is the primary job of a room’s inspector of a hotel, who approves the room’s cleanliness?
- source inspection
- reflective inspection
- successive inspection
- self-inspection
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Types of Inspection
Difficulty Level: Medium
54. Which type of poka-yoke is in play when the dishwasher makes a beep signaling it is finished washing?
- contact poka-yoke
- motion step poka-yoke
- fixed values poka-yoke
- control poka-yoke
Learning Objective: LO 10.4 Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Warnings and Controls
Difficulty Level: Medium
55. The “REAL BOSS” in the service delivery experience is
- the guest
- the front-line employee
- the general manager
- the owner of the organization
Learning Objective: LO 10.5 Discuss how to use a cross-functional organizational design to deliver a service product.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Cross-Functional Project and Matrix Organizations
Difficulty Level: Easy