Which of the following forecasting methods is very dependent on selection of the right individuals who will judgmentally be used to actually generate the forecast?
Which of the following refers to the physical presence of the customer in a service system?
Which of the following considered a high-contact service operation?
Which of the following is not a characteristic of a well-designed service system?
Which of the following is possible source of bias error in forecasting?
Cyclical influence of demand may come from occurrences such as political elections, war or economic conditions. Is it true or false?
Cyclical influence on demand are often expressed graphically as a linear function that is either upward or downward sloping? Is it true or false?
There are many applications of poka-yokes in service organization. Which of the following is one of the three-T’s used to classify poka-yokes?
The term “encounter “ is defined by Webster’s Dictionary as “meeting in conflict or battle” and is used to also designate meetings between consumers and service systems. Is it true or false?
The exponential smoothing method requires which of the following data to forecast the future?
A service system with high degree of customer contact is less difficult to control than a low degree of customer contact service system. Is it true or false?
A facilitating good is something purchased or consumed by the buyer or iems provided by the customer. Is it true or false?
Which of the following is not a part of “the service triangle”?
Which of the following is not an element of a good service guarantee?
In exponential smoothing, it is describe to use a higher smoothing constant when forecasting demand for a product experiencing high growth. Is it true or false?
A company has calculated its running sum of forecast errors to be 500, and its mean absolute deviation is exactly 35. Which of the following is the company’s tracking signal?
Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?
The customer is (or should be) the second most important focal point of all decisions in a service organization. Is it true or false?
We usually associate the word “seasonal” with recurrent periods of repetitive activity that happen on other than an annual cycle. Is it true or false?
Given a prior forecast demand value of 1,100, a related actual demand value of 1,000 and a smoothing constant alpha of 0.3, what is the exponential smoothing forecast value?
As a consultant, you have been asked to generate a unit demand forecast for a product for year 2017 using exponential smoothing. The actual demand in year 2016was 750. The forecast demand in year 2016 was 960. Using these data and a smoothing constant alpha of 0.3, which of the following is the resulting year 2017 forecast value?
There are no difference in strategic and tactical forecasting. A forecast is a mathematical projection, and its ultimate purpose should make no difference to analyst. Is it true or false?
The work process involved in providing the service must involve the physical presence of the customer in the system. Is it true or false?
Which of the following is the characteristics that can be used to guide the design of service systems?
Which of the following is used to describe the degree of error?
A company wants to forecast demand using the simple moving average. If the company uses four prior yearly sales values (i.e., year 2013=100, year2014=120, year 2015=140, and year 2016=210), which of the following is the simple moving average forecast for year 2017?
In most cases, demand for products or services can be broken down into several components. Which of the following is not considered a component of demand?
Marketing is responsible for fulfilling the service guarantee. Is it true or false?
In service, the product is developed first and then the process to produce the service is developed. Is it true or false?
Random errors can be defined as those that cannot be explained by the forecast model being used. Is it true or false?
Customer contact refers to creation of the service. Is it true or false?
Which of the following considerations is not a factor in deciding which forecasting model a firm should choose?
Which of the following is not a strategic use of the service-system design matrix?
The term “encounter” is defined by Webster’s Dictionary as “meeting in conflict or battle” and is used to also designate meetings between consumers and service systems. Is it true or false?
It is not necessary that a well-designed service system be robust. Is it true or false?
The service-system design matrix identifies six forms of service encounters. Is it true or false?
Regression is a functional relationship between two or more correlated variables, where one variable is used to predict another. Is it true or false?
An important aspect of service products is that they cannot be inventoried. Is it true or false?
In most cases, demand for products or services can be broken into several components. Which of the following is considered a component of demand?
There are no differences in strategic and tactical forecasting. A forecast is a mathematical projection, and its ultimate purpose should make no difference to the analyst. Is it true or false?
Multiple regression analysis uses several regression models to generate a forecast. Is it true or false?
A company wants to forecast demand using the weighted moving average. If the company uses two prior yearly sales values (i.e., year 2015= 110 and year 2016= 130), and we want to weight year 2015at 10 percent and year 2016at 90 percent, which of the following is the weighted moving average forecast for year 2017?
Poka-yokes are procedures that block the inevitable mistake from becoming a service defect. Is it true or false?
The exponential smoothing method requires which of the following data to forecast the future?
The “back end” of the service encounter is more important than the “front end” because the “back end” is where most service providers are paid. Is it true or false?
A service business is an organization whose primary business requires interaction with customers to produce the service Is it true or false?
Random errors in forecasting occur when an undetected secular trend is not included in a forecasting model. Is it true or false?
A tracking signal (TS) can be calculated using the arithmetic sum of forecast deviations divided by the MAD. Is it true or false?
The work process involved in providing the service must involve the physical presence of the customer in the system. Is it true or false?
The customer is (or should be) the second most important focal point of all decisions in a service organization. Is it true or false?
In most cases, demand for products or services can be broken down into several components. Which of the following is not considered a component of demand?
company has calculated its running sum of forecast errors to be 500, and its mean absolute deviation is exactly 35. Which of the following is the company’s tracking signal?
Cyclical influences on demand are often expressed graphically as a linear function that is either upward or downward sloping. Is it true or false?
If a firm produced a product that was experiencing growth in demand, the smoothing constant alpha (reaction rate to differences) used in an exponential smoothing forecasting model would tend to be which of the following?
Random errors in forecasting occur when an undetected secular trend is not included in a forecasting model. Is it true or false?
There are no differences in strategic and tactical forecasting. A forecast is a mathematical projection, and its ultimate purpose should make no difference to the analyst. Is it true or false?
An implicit service implies psychological benefits that the customer may sense only vaguely. Is it true or false?
Which of the following is not one of the basic types of forecasting?
Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?
A supporting facility is the same thing as a facilitating good. Is it true or false?
When recovering from a defective service encounter, poor treatment from a server calls for an apology. Is it true or false?
In forecasting, RSFE stands for “running sum of forecast errors.” Is it true or false?
A central premise of exponential smoothing is that more recent data are less indicative of the future than data from the distant past. Is it true or false?
A company wants to forecast demand using the weighted moving average. If the company uses three prior yearly sales values (i.e., year 2014= 160, year 2015= 140, and year 2016= 170), and we want to weight year 2014at 30 percent, year 2015at 30 percent, and year 2016at 40 percent, which of the following is the weighted moving average forecast for year 2017?
If a firm produced a standard item with relatively stable demand, the smoothing constant alpha (reaction rate to differences) used in an exponential smoothing forecasting model would tend to be in which of the following ranges
RSFE in forecasting stands for “reliable safety function error.” Is it true or false?
Which of the following forecasting methodologies is considered a qualitative forecasting technique?
In most cases, demand for products or services can be broken into several components. Which of the following is considered a component of demand?
Heavy sales of umbrellas during a rain storm is an example of which of the following?
A company wants to forecast demand using the simple moving average. If the company uses four prior yearly sales values (i.e., year 2013= 100, year 2014= 120, year 2015= 140, and year 2016= 210), which of the following is the simple moving average forecast for year 2017?
Marketing is responsible for fulfilling the service guarantee. Is it true or false?
One of the three approaches to delivering on-site service is _____ self service
Which of the following is a possible source of bias error in forecasting? Failing to include variables
The “back end” of the service encounter is more important than the “front end” because the “back end” is where most service providers are paid. Is it true or false?
