Operations and Supply Chain Management

Operations and Supply Chain Management, Ch. 7

Week 1 Starter Questions 5

Ch. 7 of Operations and Supply Chain Management <Reading>

• Some suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion.
• Where would you place a drive-in church, a campus food vending machine, and a bar’s automatic mixed drink machine on the service-system design matrix?
• Can a manufacturer have a service guarantee in addition to a product guarantee?
• Suppose you were the manager of a restaurant and you were told honestly that a couple eating dinner had just seen a mouse. What would you say to them? How would you recover from this service crisis?

Operations and Supply Chain Management, Ch. 7

Week 1 Starter Questions 5

Ch. 7 of Operations and Supply Chain Management <Reading>

• Some suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion.
• Where would you place a drive-in church, a campus food vending machine, and a bar’s automatic mixed drink machine on the service-system design matrix?
• Can a manufacturer have a service guarantee in addition to a product guarantee?
• Suppose you were the manager of a restaurant and you were told honestly that a couple eating dinner had just seen a mouse. What would you say to them? How would you recover from this service crisis?