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Unformatted text preview: Baruch College MGT 9700 Zicklin School of Business Fall- 2011 Department of Management MW, 7:30 pm-8:45 pm OPERATIONS AND QUALITY MANAGEMENT Homework Assignment: Ch 7 Service Processes and Ch 7A Waiting Line Analysis 1. (One Point) Which of the following is a generalization that can be used to guide in the design of service systems? A. Services can not be inventoried B. Services are all similar C. Quality work means quality service D. Services businesses are inherently entrepreneurial E. Even service businesses have internal services 2. (One Point) Which of the following is not part of "the service triangle"? A. Employees B. Support systems C. Customers D. Service strategy E. Service encounter 3. (One Point) Which of the following refers to the physical presence of the customer in a service system? A. Creation of the service B. Customer contact C. Intermittent production D. Continuous production E. None of the above 4. (One Point) Which of the following is a major factor that distinguishes service design and development 4....
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- Fall '11