quality service management
mock test
問題一覧
1
An organization must engage with human resource planning before selecting a person for a
job.
Study the Job
2
These are potential employees outside the current organization's staff.
External Candidates
3
These are candidates working within the same organization.
Internal Candidates
4
Refers to the intense or eager pleasure of serving guests.
Enthusiasm
5
It allows employees to evaluate and plan their future and expand their jobrelated skills and knowledge. It helps employees to progress and get better earnings as they bring value to an organization.
Career Progression Training
6
Refers to employees leaving the organization
Turnover
7
It is the stage in life when an employee leaves the workforce and lives off savings or sources of income which do
not require active work.
Retirement
8
It is conducted by training organizations and consultants with the expertise and
resources to handle coaching skills, needs, or other topics required by the organizations
External Training
9
It is done by the department within the organization involved with the
training and development of human resources or talents.
Internal Training
10
_______ is getting the new employee started in the new
company and job.
Onboarding
11
What is the process of learning new skills or transitioning to a new job role
Reskilling
12
Enhancing or upgrading existing skills to make the employees more relevant to the
current market
Upskilling
13
The process of learning skills in multiple areas or roles.
Cross-Skilling
14
Refers to teacher-and-student training or one-on-one training between trainers and
trainees.
Personal Training
15
It is where an individual learns the job through actual experiences
On-the-job Training
16
It is where trainees practice their tasks in a controlled environment that mirrors the actual scenario in the workplace.
Simulation
17
The traditional teach-and-learn approach where the trainees listen to the trainer
about the knowledge and skills an employee must know.
Classroom Lecture
18
Refers to using materials such as a standard training video that employees
could use and view as a form of training.
Audiovisual Presentation
19
Training through modules coupled with a self-paced exercise
method.
Do it Yourself Training
20
Refers to using computer programs to guide trainees through a preprogrammed training course.
Computer-aided Training
21
4 Types of Needs
Survival needs, Social needs, Recognition needs, Achievement needs
22
The necessities an employee must satisfy.
Survival needs
23
Refers to an employee's sense of belonging during the work experience.
Social needs
24
The desire for praise and attention from colleagues and superiors
Recognition needs
25
Yearnings of employees to contribute and share their expertise leading to them feeling important to the organization, customers, or the community.
Achievement needs
26
Wage increases, incentives, bonuses, company stocks, or commissions
Financial Rewards
27
refer to symbolic rewards that often create a lasting memory of the experience
and satisfaction for the employees
Non-financial Rewards
28
It is intangible but give a higher level of job
satisfaction
Intrinsic Rewards
29
It is tangible rewards that employees receive upon doing excellent
work
Extrinsic Rewards
30
These usually
involve the element of surprise wherein rewards are given to the employees who display behaviors
that align with the company goals.
On the spot Rewards
31
It is the assignment of decision-making responsibility to the employee.
Empowerment
32
It is a term related to the physical structure or model of products aimed to provide more value, efficiency,
or enhanced performance.
Design
33
Is the activity of planning and organizing an organization's resources
(employees, communication, infrastructure, and material components of service) to improve the interaction
between service providers and guests
Service Design
34
refer to anyone who creates or uses the service and product and those who may be indirectly
affected by the service.
People
35
Refer to the artifacts and products needed to perform the service successfully.
Props
36
The procedures, workflow, or operations employees perform throughout the service.
Processes
37
What is Frontstage
Things that the customers can see.
38
Tangible objects that an organization offers to its customers, such as food and drinks
Product and Service
39
Specific interaction between the organization and the customer, including
the device, the channel used for the interaction, and the completed task.
Touchpoints
40
A service that consider everything, even the tiny details that may affect the guest
experience.
Holistic
41
Focuses on how customers expect the products or services to be delivered.
User-Centric
42
Products and services that is visualized according to an arrangement and combination of interrelated actions.
Sequential
43
It is the new services firms offer or existing service improvements.
Here are the types of this innovation
Service Provision Innovation
44
This happens when the role of the customers is redefined or altered.
Service innovation around customer
45
Firms approach customer needs by offering activities that translate to
providing solutions instead of the traditional offering of products
Innovation through a solution
46
Allows the equipment to be accessed
remotely to enhance performance and safety, amplify knowledge and create new capabilities
Service innovation through interconnectivity
47
An analytical tool to gather and organize information from a significant amount
of mixed data sourced from research insights, concepts, figures, brainstorming ideas, and designs
Affinity Diagram
48
When the demand for services surpasses the maximum available capacity, which
leads to denying services to customers.
Excess Demand
49
A situation where customers can still be accommodated, but
the place is already crowded.
Demand exceeding optimum capacity
50
A service organization should thoroughly know its customers to
develop a strategy to cater to them appropriately
Market segment demand pattern
51
Refers to the periodic increase and decrease of demand levels at a specific time
that happens at different intervals
Predictable Cycle
52
The opposite of a predictable cycle wherein the demand is random.
Random demand fluctuation
53
It is a management approach to determine and monitor the level
of demand for an organization's products and services.
Leave demand and take no action
54
It is done by placing higher prices on products and services
to increase profits and encourage customers to use other time slots.
During peak periods, reduce the demand
55
Lowering the prices of products and services during low
periods can encourage customers to buy them, which can help increase demand.
During lean periods, increase the demand
56
Refers to the amount required to meet the
guests' needs at any given time
Queuing system on inventory demand
57
where a priority system (i.e., by reservation) is going to
be considered in the products and services of an establishment to manage peak periods or future peak
season
Reservation system on inventory demand
58
refersto predicting customers' future demands based on historical sales data and
real-time inventory trends
Demand forecasting
59
used by new or small businesses without sufficient internal sales data
Competitor data
60
Organizations need to monitor the state of local and global economic trends.
Economic trends
61
When a company invests in increasing its marketing efforts towards its
products and services
Marketing projections
62
the primary constraint on service production.
Time
63
the condition where the services of an organization are fully utilized but
not overused, and customers are still receiving quality service
Optimal capacity
64
informs guests of the operation's peak period to sway them to use
their service at other times to avoid crowding, delays, and long waiting times
Communicating with customers
65
Organizations can adjust their operating hours
to cater to different market segments to disperse overcrowding
Modify the timing and location of the service delivery
66
Entice customers by offering special discounts, packages,
promos, or freebies when they use an organization's services during the lean season
Incentive offering during off-peak usage
67
Prioritizing regular customers or customers with immediate attention or consideration
Set priorities
68
It can be temporarily expanded to meet the demand
Increase capacity temporarily
69
involves adjusting service resources (people, facilities, time, and equipment)
to go after the fluctuations of demand patterns
Chase demand strategy
70
What is used to increase demand when service demand is low
Increasing demand to match capacity
71
4 Different waiting customers
Importance of the customer, The urgency of the job, Duration of the service transaction, Payment of a premium price
問題一覧
1
An organization must engage with human resource planning before selecting a person for a
job.
Study the Job
2
These are potential employees outside the current organization's staff.
External Candidates
3
These are candidates working within the same organization.
Internal Candidates
4
Refers to the intense or eager pleasure of serving guests.
Enthusiasm
5
It allows employees to evaluate and plan their future and expand their jobrelated skills and knowledge. It helps employees to progress and get better earnings as they bring value to an organization.
Career Progression Training
6
Refers to employees leaving the organization
Turnover
7
It is the stage in life when an employee leaves the workforce and lives off savings or sources of income which do
not require active work.
Retirement
8
It is conducted by training organizations and consultants with the expertise and
resources to handle coaching skills, needs, or other topics required by the organizations
External Training
9
It is done by the department within the organization involved with the
training and development of human resources or talents.
Internal Training
10
_______ is getting the new employee started in the new
company and job.
Onboarding
11
What is the process of learning new skills or transitioning to a new job role
Reskilling
12
Enhancing or upgrading existing skills to make the employees more relevant to the
current market
Upskilling
13
The process of learning skills in multiple areas or roles.
Cross-Skilling
14
Refers to teacher-and-student training or one-on-one training between trainers and
trainees.
Personal Training
15
It is where an individual learns the job through actual experiences
On-the-job Training
16
It is where trainees practice their tasks in a controlled environment that mirrors the actual scenario in the workplace.
Simulation
17
The traditional teach-and-learn approach where the trainees listen to the trainer
about the knowledge and skills an employee must know.
Classroom Lecture
18
Refers to using materials such as a standard training video that employees
could use and view as a form of training.
Audiovisual Presentation
19
Training through modules coupled with a self-paced exercise
method.
Do it Yourself Training
20
Refers to using computer programs to guide trainees through a preprogrammed training course.
Computer-aided Training
21
4 Types of Needs
Survival needs, Social needs, Recognition needs, Achievement needs
22
The necessities an employee must satisfy.
Survival needs
23
Refers to an employee's sense of belonging during the work experience.
Social needs
24
The desire for praise and attention from colleagues and superiors
Recognition needs
25
Yearnings of employees to contribute and share their expertise leading to them feeling important to the organization, customers, or the community.
Achievement needs
26
Wage increases, incentives, bonuses, company stocks, or commissions
Financial Rewards
27
refer to symbolic rewards that often create a lasting memory of the experience
and satisfaction for the employees
Non-financial Rewards
28
It is intangible but give a higher level of job
satisfaction
Intrinsic Rewards
29
It is tangible rewards that employees receive upon doing excellent
work
Extrinsic Rewards
30
These usually
involve the element of surprise wherein rewards are given to the employees who display behaviors
that align with the company goals.
On the spot Rewards
31
It is the assignment of decision-making responsibility to the employee.
Empowerment
32
It is a term related to the physical structure or model of products aimed to provide more value, efficiency,
or enhanced performance.
Design
33
Is the activity of planning and organizing an organization's resources
(employees, communication, infrastructure, and material components of service) to improve the interaction
between service providers and guests
Service Design
34
refer to anyone who creates or uses the service and product and those who may be indirectly
affected by the service.
People
35
Refer to the artifacts and products needed to perform the service successfully.
Props
36
The procedures, workflow, or operations employees perform throughout the service.
Processes
37
What is Frontstage
Things that the customers can see.
38
Tangible objects that an organization offers to its customers, such as food and drinks
Product and Service
39
Specific interaction between the organization and the customer, including
the device, the channel used for the interaction, and the completed task.
Touchpoints
40
A service that consider everything, even the tiny details that may affect the guest
experience.
Holistic
41
Focuses on how customers expect the products or services to be delivered.
User-Centric
42
Products and services that is visualized according to an arrangement and combination of interrelated actions.
Sequential
43
It is the new services firms offer or existing service improvements.
Here are the types of this innovation
Service Provision Innovation
44
This happens when the role of the customers is redefined or altered.
Service innovation around customer
45
Firms approach customer needs by offering activities that translate to
providing solutions instead of the traditional offering of products
Innovation through a solution
46
Allows the equipment to be accessed
remotely to enhance performance and safety, amplify knowledge and create new capabilities
Service innovation through interconnectivity
47
An analytical tool to gather and organize information from a significant amount
of mixed data sourced from research insights, concepts, figures, brainstorming ideas, and designs
Affinity Diagram
48
When the demand for services surpasses the maximum available capacity, which
leads to denying services to customers.
Excess Demand
49
A situation where customers can still be accommodated, but
the place is already crowded.
Demand exceeding optimum capacity
50
A service organization should thoroughly know its customers to
develop a strategy to cater to them appropriately
Market segment demand pattern
51
Refers to the periodic increase and decrease of demand levels at a specific time
that happens at different intervals
Predictable Cycle
52
The opposite of a predictable cycle wherein the demand is random.
Random demand fluctuation
53
It is a management approach to determine and monitor the level
of demand for an organization's products and services.
Leave demand and take no action
54
It is done by placing higher prices on products and services
to increase profits and encourage customers to use other time slots.
During peak periods, reduce the demand
55
Lowering the prices of products and services during low
periods can encourage customers to buy them, which can help increase demand.
During lean periods, increase the demand
56
Refers to the amount required to meet the
guests' needs at any given time
Queuing system on inventory demand
57
where a priority system (i.e., by reservation) is going to
be considered in the products and services of an establishment to manage peak periods or future peak
season
Reservation system on inventory demand
58
refersto predicting customers' future demands based on historical sales data and
real-time inventory trends
Demand forecasting
59
used by new or small businesses without sufficient internal sales data
Competitor data
60
Organizations need to monitor the state of local and global economic trends.
Economic trends
61
When a company invests in increasing its marketing efforts towards its
products and services
Marketing projections
62
the primary constraint on service production.
Time
63
the condition where the services of an organization are fully utilized but
not overused, and customers are still receiving quality service
Optimal capacity
64
informs guests of the operation's peak period to sway them to use
their service at other times to avoid crowding, delays, and long waiting times
Communicating with customers
65
Organizations can adjust their operating hours
to cater to different market segments to disperse overcrowding
Modify the timing and location of the service delivery
66
Entice customers by offering special discounts, packages,
promos, or freebies when they use an organization's services during the lean season
Incentive offering during off-peak usage
67
Prioritizing regular customers or customers with immediate attention or consideration
Set priorities
68
It can be temporarily expanded to meet the demand
Increase capacity temporarily
69
involves adjusting service resources (people, facilities, time, and equipment)
to go after the fluctuations of demand patterns
Chase demand strategy
70
What is used to increase demand when service demand is low
Increasing demand to match capacity
71
4 Different waiting customers
Importance of the customer, The urgency of the job, Duration of the service transaction, Payment of a premium price