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business
service management operations strategy

Questions and Answers of Service Management Operations Strategy

Describe and differentiate the eight generic e-business models.
Describe the eight uses of Web sites.
Give industry examples of the evolution of self-service from human contact, to machine assisted, to electronic service.
Describe the five roles of technology in the service encounter.
Why is Golfsmith a good candidate for Internet sales?
What generic approach to service system design does Golfsmith illustrate and what competitive advantages does this design offer?
Prepare a service blueprint for Golfsmith.
Critique the business concept, and make suggestions for improvement.
Using the data in Table 4.7 , calculate a break-even price per shirt if monthly demand is expected to be 20,000 shirts and the contract with a cleaning plant stipulates a charge of $0.50 per shirt.
What generic approach to service system design is illustrated by Commuter Cleaning, and what competitive advantages does this design offer?
Prepare a service blueprint for Commuter Cleaning.
House service delivery concepts.
Suggest other services that could adopt the 100 Yen Sushi
How has the 100 Yen Sushi House incorporated the just-intime system into its operation?
What features of the 100 Yen Sushi House service delivery system differentiate it from the competition, and what competitive advantages do they offer?
Prepare a service blueprint for the 100 Yen Sushi House operation.
4. What ethical issues are raised in the promotion of sales during a service transaction?
3. What are some drawbacks of increased customer participation in the service process?
2. Give an example of a service in which isolation of the technical core would be inappropriate.
1. What are the limits to the production-line approach to service?
Explain how intellectual property rights protect a service brand.
Compare and contrast the four approaches to service system design: production-line, customer as coproducer, customer contact, and information empowerment.
Prepare a blueprint for a service operation.
Describe the sequence of stages and the enablers of the new service development process.
Explain and differentiate what is meant by the divergence and the complexity of a service process.
Describe the components of the customer value equation.
Describe the four structural and four managerial elements of service design.
Describe the fundamental characteristics of service innovation.
Conduct a SWOT analysis to identify internal strengths and weaknesses as well as threats and opportunities in the external environment.
Use Porter’s Five Forces Model to assess the strategic position of Alamo Drafthouse in the “entertainment industry.”
Are the Alamo purchase decision criteria appropriate for the multiplex movie theater market? What do you conclude?
Identify the service qualifiers, winners, and service losers for Alamo Drafthouse.
Use the “Strategic Service Vision” framework to describe Alamo Drafthouse in terms of target market segments, service concept, operating strategy, and service delivery system.
Marketing analysts use market position maps to display visually the customers’ perceptions of a firm in relation to its competitors regarding two attributes. Prepare a market position map for Alamo
What are the differentiating features of banks that target ethnic communities?
Identify the service winners, qualifiers, and service losers for El Banco and United Commercial Bank.
Compare and contrast the strategic service vision of El Banco and United Commercial Bank.
5. Could firms in the “world-class service delivery” stage of competitiveness be described as “learning organizations”?
4. Give an example of a firm that began as world-class and has remained in that category.
3. For each of the three generic strategies (i.e., cost leadership, differentiation, and focus), which of the four competitive uses of information is most powerful?
2. What ethical issues are associated with micromarketing?
Give examples of service firms that use both the strategy of focus and differentiation and the strategy of focus and overall cost leadership.
Do you have cash-flow problems?
Are there niches in the market your organization can fill?
Is changing technology threatening your position?
Does technology offer new service options?
What are your competitors doing?
What are the current market trends?
What are your competitors’ vulnerabilities?
What are people in your market likely to see as a weakness?Opportunities Threats
What do people in your market see as your strengths?
What factors lose sales?
What unique resources do you have?
What should you avoid?
What do you do better than anyone else?
What could you improve?
What are your company’s advantages?
Categorize a service firm according to its stage of competitiveness
Identify potential limits in the use of information as part of a competitive strategy.
Explain the concept of the virtual value chain and its role in service innovation.
Discuss the competitive role of information in services.
Explain what is meant by qualifiers, service winners, and service losers.
Describe how a service competes using the three generic service strategies.Perform a SWOT and Five Forces Analysis.
Critically discuss the competitive environment of services.Formulate a strategic service vision.
Given the example of Xpresso Lube, what other services could be combined to “add value” for the customer?
What elements of Xpresso Lube’s location contribute to its success?
Characterize Xpresso Lube in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and the method of service delivery.
How are the distinctive characteristics of a service operation illustrated by Xpresso Lube?
Describe Xpresso Lube’s service package.
How can Village Volvo differentiate itself from Volvo dealers?
How could Village Volvo manage its back office (i.e., repair operations) like a factory?
Characterize Village Volvo in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and the method of service delivery.
How are the distinctive characteristics of a service firm illustrated by Village Volvo?
Describe Village Volvo’s service package.
What factors are important for a manager to consider when attempting to enhance a service firm’s image?
Illustrate the “distinctive characteristics of service operations” for a service with which you are familiar.
When does collecting information through service membership become an invasion of privacy?
What are the characteristics of services that will be most appropriate for Internet delivery?
3. What opportunities exist to change the level of capacity or supply? Can part-time workers be hired during peak hours?
2. What are the underlying causes of these fluctuations in demand? If the causes are customer habits or preference, could marketing produce a change?
What is the nature of the demand fluctuation? Does it have a predictable cycle (e.g., daily meal demand at a fast-food restaurant) that can be anticipated?
Explain the role of a service manager from an open-systems view of service operations following questions:
Explain the essential features of the service-dominant logic.
Explain how a strategic classification of services can be helpful to managers.
Use the service process matrix to classify a service.
Describe a service using the five dimensions of the service package.
Explain how services can be described as customers renting resources.
Identify and critique the five distinctive characteristics of a service operation and explain the implications for managers.
Explain what is meant by a service-product bundle.
6. Determine if the service sector is currently expanding or contracting based upon the Non-Manufacturing Index (NMI) found at the ISM Report on Business on the Institute of Supply Management Web
5. Go to Wikipedia.com and search under the topic of “service economy.” What do you make of the data plotted on the world map?
4. Go on the Internet and find the percent employment in services over the past 40 years for a country not listed in Table 1.1
3. What is the value of self-service in an economy?
2. Is it possible for an economy to be based entirely on services?
1. Illustrate how the type of work he or she does influences a person’s lifestyle. For example, contrast a farmer, a factory worker, and a schoolteacher.
Identify the sources of service sector growth.
Contrast the push versus pull theories of innovation.
Describe the features of the new experience economy.
Describe the features of preindustrial, industrial, and postindustrial societies.
Identify and differentiate the five stages of economic activity.

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