QUESTIONS FOR DISCUSSION (Page 188)

1. Quality is the combination of characteristics of a product or service that

bear on its ability to satisfy stated or implied needs. In this industry,
quality is measured by how satisfied costumers are, how many complaints
they get from costumers, and consistent on-time performance. The most
useful measurement here is the number of customer complaints because
if the industry get fewer complaints from customer it means the quality
service is good.

2. Service activities that are totally controlled by airlines are charge for extra
baggage, baggage handling, orderly boarding practices, and consistent on-
time performance.
Service activities that airlines cannot totally control are cancellations,
misconnections, rude or unhelpful employees.
Both sets of activities should be included in the airlines’ quality ratings
because the quality also includes performance and consistency.

3.

4. An independent review of airlines by researchers at Wichita State and

Purdue universities found that United Airlines offered the worst service to
passengers of all U.S. carriers. United Airlines had the highest rate of
complaints, with 4.24 for every 100,000 passengers. Sprinkled
throughout the typical travel days are the cranky flights attendants and
passengers, intermittent in-flight wifi, and long wait on the tarmac.

5. Full-body image detection and probing pat-downs is seen as violation of

privacy. This might affects customer’s perceptions of airlines’ services
because customer does not feel comfortable

QUESTIONS AND EXERCISES (Page 190)

1. Service operations: provide intangible and tangible service products
(entertainment, transportation, education, communications services, etc).
Goods-production operations: provide only tangible products (clothes,
cellphones, books, etc.)
2. High-contact service systems: the costumers is part of the systems during
service delivery
Low-contact service systems: the costumers are not in contact while the
service is performed

3. –Capacity Planning
–Location Planning
–Layout Planning
–Quality Planning
–Methods Planning

4. –supplier selection
–purchasing
 –transportation
–warehousing
–inventory control

5.
6. -Real estate firm
Inputs: labor and homebuyers
Finished products: joining buyers and sellers and coordinating the transfer
of property.
-Child care facility
Inputs: labor, costumers, both the parents and and the childrens and
materials.
Finished products: facility of child care, services
-Bank
Inputs: labor, financial resources, capital, information
Finished products: Financial services
-Hotel
Inputs: capital, labor, information
Finished products: services and facilities
7. Supply chain of milk:
Milk (from cow) –> Farmer –> Tanker Collection –> Dairy –> Bottling
Plant –> Distributor –> Supermarket

Milk have an important role for our health, so milk should be well
pasteurized and have a good package

8. In restaurants, the owner of the restaurant relies on the chef to cook for
the foods, the manager relies on the financial accountant to manage the
financial restaurant. It is recognition that everyone is a customers within
the organization who consumes goods and services provided by other
internal suppliers, but at the same time is an internal suppliers of goods
and services.

9. Goods operations; cake bakery, the make-to-stock cake is usually for basic
cake and make-to-order production is for wedding cake
Services operations; doctor at the hospital is the example of make-to-
stock service and some medical procedures is the example of make-to-
order service.
My choice depends on what I need, if I am sick and I need to go to doctor
as soon as possible than I will choose the make-to-stock service
operations for the doctor.

10.