A Service Blueprint Borrows Concepts from Manufacturing and Operations Management

question 1

Multiple Choice

A service blueprint borrows concepts from manufacturing and operations management to allow a service firm to ________.

• A) map out a complete design and flow of all the activities related to customer service
• B) map out the route that service people follow when they leave in the mornings (i.e., truck delivery service)
• C) analyze feedback received from customers after the sale of a service to improve service quality
• D) measure customers' expectations of service
• E) assess the quality of services provided by an employee

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Definitions:

Estimated Costs

Costs that are predicted or forecasted based on current information and experience, used for budgeting and planning purposes.

Installment Contract

A contract that requires payments to be made in regular intervals over a period in exchange for goods or services.

Net Realizable Value

The estimated selling price in the ordinary course of business minus the costs of completion, disposal, and transportation.