运营管理2考试习题(5)

master admission schedules), the bill of resources ,and the data file on availability of resources.这一段必须背下来

4、 what are the distinction between back –office and front –office?

The back office consist of the activities which can be physically and /or temporally separated from the customer.

The front office consists of the activities which have to be , or which an organization wants to be ,performed while the customer is present.前后台的概念

a. location can be decided based on the availability of skilled or cheap(human) resources. b. Economies of scale can be achieved by centralizing activities, this makes

computerization viable since the transaction volume necessary for making such an investment can be more easily reached.

c. The labour force does not have to possess the social and communication skills necessary

to interact with customer

d. The company does not have to deal with demand fluctuations to the same extent –that

is ,production can be more level

e. The often considerable additional investments needed to make the factory appealing to

the customer are unnecessary.

2、what are differences between services and good ?

Services: a. an activity or process b. intangible c. simultaneous production and consumption :customers participate in production d. heterogeneous e.perishable : cannot be kept in stock

Goods :a. A physical object b. tangible c. separation of production and consumption d. homogeneous e. can be kept in stock

3、list and briefly define five basic process types?10 point

Projects job shop batch production line production continuous production 5个单词5分

The five basic process type are project process job process, batch process line process, continuous process . a high degree of job customization ,the large scope of each project and the release of substantial resources once a project is completed characterize a project process , a job process creates the flexibility needed to produce a variety of products or services in significant quantities customization is relatively high ,and volume for any one product or service is low . a batch process differs from the job process with respect to volume . variety and quantity the primary difference is that volumes are higher because the same or similar products or services are provided repeatedly . a line process lies between the batch and continuous process on the continuous volumes are high and products or services are standardized the production with rigid line flows.

3、how to understand the element of the servicescape ?and try to explain these elements ?

Servicescape are all objective physical factors that can be controlled by the firm to enhance (or constrain ) employees and customers activities 必背

1. ambient condition refer to largely background characteristics such as noise , temperature ,

scent , lighting aesthetics and colour –in short ,all the elements of our environment that affect our five senses.

2. Spatial layout and process includes the elements of the environment that are closely related

to the core element of the service.