TEST_2_OP - 1. Which of the following are reasons cited for...

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1. Which of the following are reasons cited for separating low and high contact services? - All the above 2. Best describes why decoupling improves efficiency? - Tasks are taken away from customer contact areas where customers’ requests could potentially interrupt those tasks. 3. How does decoupling improve efficiency? - All the above 4. What needs to be looked at to understand if decoupling supports or conflicts with various servicer concepts? - All the above 5. Decoupling sometimes increases costs, because: - Increased idle time 6. The amount of idle time when decoupling depends on - Only 1 and 2 7. To realize the best worker efficiency and the lowest waiting time for customers, it is… - Better to have a few large facilities than several small facilities 8. When decoupling which size business suffers more from idle time problems? - Smaller
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9. The promised personnel reductions at the high-contact facility may not occur because - All the above 10. What aspect of quality can be hindered by decoupling? - 1 and 2 11. For the back-office portion of a de-coupled service to serve its purpose of cost minimization, it must act like a… - Bottleneck 12. At what speed do most theorists argue that decoupling should be implemented - Both A and C 13. Cost justifications typically involve the reduction of front office personnel. Which of the following best describes why the promised personnel reductions may not occur? - Both B and C 14. Best describes how process speed can be negatively affected by de- coupling? - Multiple Waiting Lines 15. A firm that is strategically focused on service and is decoupled best describes which of the following industries? - Focused professionals
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- High service - Cost leaders - Cheap convenience 16. An example of a firm that de-couples w/ the primary goal of supporting the front-office rather than cost control; trains employees to be specialists, pays for task performance, is…
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TEST_2_OP - 1. Which of the following are reasons cited for...

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