Chapter 5 Services Problem Solutions Fall 2011

Chapter 5 Services Problem Solutions Fall 2011 - Chapter 05...

Info iconThis preview shows pages 1–4. Sign up to view the full content.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: Chapter 05 - Service Processes 5-1 CHAPTER 5 SERVICE PROCESSES Review and Discussion Questions 1) Evaluating a bank home office manager vs. a bank branch manager. Bank home office would not have the amount of contact with the outside customer as a bank branch. The bank branch manager would need to be evaluated on how fast people were moved through the drive through windows and the line inside the branch. There is a high level of face-to face contact and that contact should be fairly standardized as most customers coming to the branch do so to deposit or withdrawal money. The manager of the home office would have more customization involved in dealing with the customer. 2) Identify the high-contact and low-contact operations of the following services: Service High contact Low contact Dental Office Cleaning teeth, taking x-rays, filling teethetc Reminder postcards, phone calls to make appointments Airline Pilot and flight attendants interaction with passengers Online ticket purchase, baggage pick-up Accounting Office Interaction with customer, custom forms Customer website, standardized forms Automobile Agency Face-to face meeting with customer at the dealer Agency website, online or newspaper advertisements Amazon.com Internet suggested purchases for registered customer Online order system, delivery of order 3. Secondlife.com Answers will vary companies and even educators can use the sight to create customized learning opportunities for participants. Chapter 05 - Service Processes 5-2 Problems 1. The answers will vary based on personal experience. With patient interaction, maintenance of medical records is very low. With an established process, the efficiency will be very high. Similarly, billing is not going to require a high level of patient interaction. The efficiency will be very high, but since it may depend on outside factors such as insurance claim procedures, it may not be as high as other processes. Admissions will be a structured process but will depend on more interaction with the patient. When we get to the Lab Tests and Diagnostic Test, these will become a little more unique and will have a high level of interaction. At the top of the chart, you will see Nurses and Doctors having to treat each patient case by case. Efficiency is going to be much lower. 2. Responses will vary 1. 3. What are the important aspects of the service package? High Low Low High Buffered Core (none) Permeable Systems (Some) Reactive System (Much) Doctor Nurse Billing Medical Records Lab Tests Admissions Diagnostic Tests Patient Interaction Efficiency Chapter 05 - Service Processes 5-3 The service package at McDonalds is the fast and friendly service along with the food being prepared to your expectations. Depending on personal situation you may be looking for activities for kids such as a playground. Cleanliness is another factor that maybe considered....
View Full Document

Page1 / 17

Chapter 5 Services Problem Solutions Fall 2011 - Chapter 05...

This preview shows document pages 1 - 4. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online