chapter 10-11

1.

1 point

Which of the following are examples of externally developed standards?

accreditation

certifications

consumer report rankings

all of the above.

2.

1 point

A hotel manager trying to use some mathematical calculations to improve the single-channel, single-phase queue situation at the front desk would need to know

the average time it takes to serve a guest.

how many guests are expected to arrive per time period.

the average time a guest stands in the line before being served.

all of the above.

3.

1 point

Which of the following is NOT a factor planners must predict to manage lines?

how many people will arrive for the service

at what rate they will arrive

if they will enjoy the service

how long the service will take

4.

1 point

One approach to achieving outstanding service is

self-measurement through self-management.

self-analysis through self-satisfaction.

self-management through self-measurement.

self-satisfaction through self-control.

5.

1 point

The poka-yoke is a

process for helping disgruntled customers.

system of management.

proactive or preventive strategy for avoiding mistakes.

process focusing on employee needs.

6.

1 point

The term queue discipline refers to

the pattern of guest arrivals.

the average time taken to serve guests.

how the arriving guests are served.

how guests behave themselves while standing in line.

7.

1 point

What are the three characteristics that all waiting lines have?

arrival patterns, queue discipline, and time for service

impatient customers, harried employees, and bored guests

potential future issues, caring employees, and focused managers

none of the above

8.

1 point

At a restaurant, when might the wait begin?

when you enter the parking lot

when you enter the restaurant itself

when you place your order

all of the above

9.

1 point

Which of the following is NOT an advantage of cross-functional project and matrix?

improved lateral exchange of information

ambiguity about control

makes the focus the guest, not the function

increased flexibility in use of human capital

10.

1 point

When capacity is the best trade-off for both the guest and the facility, this is called a

capacity day.

design day.

focus day.

full day.

11.

1 point

A fishbone diagram is

used in planning aquarium-based theme parks.

an approximate simulation of a service system.

a planning tool to design a service environment.

a cause-and-effect diagnostic tool.

12.

1 point

Which of the following is NOT one of the four factors which planners should try to provide customers with when choosing a queue type for a given situation?

activity

a sense of fairness with how their wait was managed

a sense of control over what is happening

a sense of focus on the end goal

13.

1 point

Basic PERT diagrams consist of

pie charts and bar graphs.

fish bone analysis and time estimates.

circles and arrows.

14.

1 point

The more ______ the customer receives or expects to receive from the service, the more patiently the customer will wait.

attention

value

excuses

diversions

15.

1 point

When the entire service delivery process and its subprocesses are drawn up in detail, just as if one were building a house, the technique is called

fishbone analysis.

PERT/CPM.

blueprinting.

simulation.

16.

1 point

Contact poka-yokes

ensure that the step is done the same way every time.

monitor the item’s physical characteristics to determine if they meet predefined specifications.

make sure that an error-prone step is completed correctly so the next step can take place.

do all of the above.

17.

1 point

A good illustration of a multi-channel, single-phase queue would be

a line waiting for bank teller service.

a line waiting for airline counter service.

picking up the phone and waiting for operator service.

all of the above.

18.

1 point

The PERT part of PERT/CPM stands for

personal evaluation review technique.

program evaluation review technique.

perfect execution of restaurant technology.

primary excellence results from technology.

19.

1 point

An organization can manage the perceived value of the service for which the customer is waiting

before the service.

during the service.

after the service.

all of the above.

20.

1 point

Which design-day decision would tend to create the longest lines?

10 percent

50 percent

90 percent

all the same

21.

1 point

Which of the following is NOT a type of inspection as distinguished by the developer of poka-yokes?

sample inspections

source inspections

self-inspections

successive inspections

22.

1 point

Which of the following is NOT true about managing the perception of the wait?

Anxious waits feel longer than relaxed waits.

Occupied time feels shorter than unoccupied time.

Group waits feel longer than solo waits.

Unfair waits feel longer than fair ones.

23.

1 point

Which statement best describes another typical guest’s perception of waits?

Solo waits feel longer than group waits.

Comfortable waits feel longer than uncomfortable waits.

Unhappy waits feel shorter than happy waits.

Unfair waits feel shorter than fair waits.

24.

1 point

Which statement best describes a typical guest’s perception of wait?

Occupied time feels longer than unoccupied time.

Time spent waiting for service feels shorter than time spent receiving service.

Anxious waits feel shorter than relaxed waits.

Waits of uncertain length feel longer than waits of certain length.

25.

1 point

Which of the following is most important for system improvement? Choose the most relevant answer.

forecasting

collecting and analyzing information

focusing on customers

caring about employees

26.

1 point

The universal service map is a detailed example of

blueprinting.

simulation.

PERT/CPM.

fishbone analysis.

27.

1 point

The beginnings of a self-managing workforce and a self-healing system can be attained by

teaching employees what is important to their individual job success.

training employees to measure how they are performing on those critical factors.

watching customer interactions closely.

both a and b.

28.

1 point

Which statement best describes the typical guest’s response to waiting?

The more people waiting in line, the better value the guest expects to receive.

The more people waiting in line, the happier the guest expects the experience to be.

The more value the guest expects to receive from the service, the more patiently the guest will wait.

If no guests are waiting for an experience, it can’t be much good.

29.

1 point

A critical path is critical in PERT/CPM because

it has been set by top management.

there are many critics who have looked at it.

it has no slack time in it.

none of the above.

30.

1 point

A fishbone diagram facilitates which type of analysis?

simulation

cause-and-effect

probability

the people part of the delivery system

31.

1 point

During the second phase of service delivery, the experience is

realized.

expected.

remembered.

none of the above.

32.

1 point

How do organizations make the wait feel like part of the actual experience?

by letting guests watch a preshow

by beginning contact with guests while they are in line

by teaching customers what they are supposed to do once they reach the actual event or attraction

all of the above

33.

1 point

Service standards

should be set for the service setting but not the service delivery system.

are easy to set for any service experience.

are established early in the planning process

all of the above.

34.

1 point

In a fishbone analysis, the main problem becomes the _______ of the fish in the diagram.

bones

scalest

fins

spine

35.

1 point

To determine how to accommodate the inevitable lines, planners should consider

the way the time spent waiting feels to the guest.

managing the value of the experience to the guest.

how the organization can turn a profit.

both a and b.

36.

1 point

Which of the following is NOT one of the many planning techniques available?

fishbone analysis

blueprinting

focused surveys

simulation

37.

1 point

Which of the following is true about waiting line or queue design?

There should be a sense of progress toward obtaining the experience.

There should be a sense of control over what is happening.

There should be a sense of fairness over how the wait was managed.

all of the above.

38.

1 point

A simulation is

an imitation of the real thing.

easy to do.

designed to include all the components of the hospitality experience.

always done on computers.

39.

1 point

A good illustration of a single-channel, multi-phase queue would be

a McDonald’s restaurant serving line.

a cafeteria line.

a line waiting for bank teller service.

a highway toll plaza.

40.

1 point

A good illustration of a single-channel, single-phase queue would be

a highway toll plaza.

a McDonald’s restaurant serving line.

the checkout line at (most) grocery stores.

all of the above.

41.

1 point

Which of the following is NOT part of a typical blueprint?

physical evidence

focused diagrams

support processes

onstage/visible contact-employee actions

42.

1 point

The critical point to managing waits is to make it visibly clear to guests by everything that everyone in the organization does and says that

they respect their customers’ time.

they appreciate their tolerance of any waits.

the company is doing everything it can to make waits fair, fast, comfortable, and as enjoyable as possible.

all of the above.

43.

1 point

If time and money permit, which strategy for dealing with large crowds of guests is preferable?

Close the doors.

Add capacity

Manage demand.

Allow the line to form and divert customers.

44.

1 point

Juran’s quality trilogy consists of

committing, organizing, and controlling.

planning, measuring, and improving.

measuring, controlling, and improving

designing, checking, and improving.

45.

1 point

Which of the following is NOT one of the five steps required to build a PERT/CPM network?

activity time estimates

activity-event enacting

activity-event analysis

activity-event sequencing

46.

1 point

According to the text, which line type do guests tend to prefer?

single-channel, single-phase.

multi-channel, single-phase.

single-channel, multi-phase.

multi-channel, multi-phase.

47.

1 point

Which of the following is NOT an example of a simulation?

a role-playing exercise

professional actors playing the part of guests

computer replication of an actual event

functional reorganization

48.

1 point

At a hotel, long lines pile up at check-in and check-out each day. What is the best strategy for handling those lines?

Close the doors.

Add capacity

Manage demand.

Do nothing; simply allow lines to form.

49.

1 point

The three management processes defined by the Juran Trilogy are

quality planning, quality focus, and quality care.

quality planning, quality control, and quality improvement.

quality people, quality customers, and quality service.

quality care, quality service, and quality results.

50.

1 point

The key for planners to remember is that the _______ perceives the wait.

guest

employee

manager

organization