A Service Blueprint Is a Concept Borrowed from Manufacturing That

question 13

Multiple Choice

A service blueprint is a concept borrowed from manufacturing that allows 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)Tell who in the organization is performing beyond expectations and is used for bonuses
• D)Measure customers' perceptions of service expectations
• E)None of these

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Definitions:

Activity Rate

This refers to the cost driver rate used in activity-based costing to allocate costs to products or services based on the activities that those products or services require.

Activity Cost Pool

A grouping of all the costs related to a particular activity, used in activity-based costing to allocate costs to products or services.

Machine-Hours

The total number of hours that machines are in operation during a specific period in the production process.

Machining Costs

Expenses related to the operation of machining equipment, including maintenance, energy consumption, and tooling.