Planning the Service Delivery System MCQs

Planning the Service Delivery System MCQs

The following Planning the Service Delivery System MCQs have been compiled by our experts through research, in order to test your knowledge of the subject of Planning the Service Delivery System. We encourage you to answer these 20+ multiple-choice questions to assess your proficiency.
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1: Blueprinting is a flowchart diagram of the _________ in the service process, on paper or digitally, in blueprint format.

A.   Events

B.   Contingencies

C.   Both a & b

D.   None of these

2: The sequence of activities from the start of a project to its completion having the greatest cumulative elapsed time is known as _______ .

A.   Events

B.   Contingencies

C.   Critical path

D.   None of these

3: Which method is used organizing people and groups so as to enable them to work temporarily across the boundaries or functional units ?

A.   Cross-functional structure

B.   Fishbone analysis

C.   Fishbone diagram

D.   None of these

4: Fishbone analysis involves drawing a diagram, shaped like a fishbone, of the problem and its possible causes.

A.   True

B.   False

5: Fishbone diagram is used in problem solving with the ______ by the fish spine and the possible problem areas attached to the spine.

A.   Problem represented

B.   Problem hidden

C.   Problem processing

D.   None of these

6: Juran’s Trilogy is Joseph Juran’s model of quality: planning, control, and improvement.

A.   True

B.   False

7: Which technique is based on arranging the potential causes of an organizational problem in their order of importance, from highest to lowest?


B.   Pareto analysis

C.   Poka-yoke

D.   None of these

8: PERT stands for Program Evaluation Review Technique .

A.   True

B.   False

9: PERT/CPM chart is a diagram, usually used in the planning of _______ consisting of circles representing completed events

A.   Minor projects

B.   Major projects

C.   Both a & b

D.   None of these

10: A device or procedure designed to prevent the recurrence of a defect is known as _______ .

A.   Service standards

B.   Poka-yoke

C.   Arrival patterns

D.   None of these

11: Service standards are the company’s explicit expectations for how the different aspects of the service experience should be delivered every time to every guest.

A.   True

B.   False

12: Simulation is an imitation of a real or potential problem or organizational situation.

A.   True

B.   False

13: An elaborate and detailed blueprint that can be generally applied to a variety of service situations is known as _______ .

A.   Service standards

B.   Poka-yoke

C.   Arrival patterns

D.   Universal service map

14: Achieving guest delight and avoiding service failure can both be greatly affected by the ______?

A.   Service provided

B.   Architecture design

C.   Implications of delivery

D.   Delivery system design

15: What must hospitality managers do to ensure the service delivery system works right every time?

A.   Spend extra time and money on the program

B.   Spend extra time and effort to plan and organize

C.   Spend more time on training

D.   Spend more money on training to be able to operate it correctly

16: Which of the following is NOT an example of a principle in providing exceptional customer service?

A.   Study your customers in minute detail.

B.   Build a service delivery system that will provide the experience they expect.

C.   Clean out the delivery system and get rid of customers who have not come into the organization in the last 6 months.

D.   Monitor the system as a whole closely.

17: Quality planning begins with

A.   Identifying the problem

B.   Identifying their wants

C.   Identifying what product is already available to the customer

D.   Identifying the customer

18: What is included in the quality planning processes of the Juran Trilogy?

A.   Measuring the service in an effective and efficient manner

B.   Analyzing failures that have contributed to poor quality service

C.   Collecting data to identify service failures

D.   Developing a delivery system

19: Any good delivery system begins with

A.   Strategic planning

B.   Careful planning

C.   Organization

D.   A budget

20: What acronym is used to determine the criteria for service standards?





21: Organizations should measure the quality of service delivery against ______ whenever possible.

A.   Service time

B.   Service goals

C.   Service standards

D.   The organization’s mission statement

22: What is considered the last step in monitoring the experience through measurement?

A.   Assessment and analysis

B.   Analysis and improvement

C.   Assessment and improving

D.   Monitoring and assessment

23: The first step in service delivery system design is

A.   Planning out delivery

B.   Planning the steps and process of entire system

C.   Designing system

D.   Planning the expectations of employees in using this system

24: Which term best describes a flowchart diagram of the events and contingencies in the service process?

A.   Blueprinting

B.   Needs Assessment

C.   Contingencies assessment

D.   Service assessment

25: Which of the following is used to define a more elaborate blueprint?

A.   Service Blueprint

B.   Universal Blueprint

C.   Fishbone Analysis

D.   Universal Service Map

26: The Inn on the Water did an analysis ranking potential causes of the organization’s problems from level of importance. This is an example of

A.   Fishbone Analysis

B.   Pareto Analysis

C.   SWOT Analysis

D.   Competitive Advantage Analysis

27: What can a simulation do for a company?

A.   Reveal problems that employees have not thought about

B.   Predict what will go wrong in a company

C.   Analyze the potential threats of the company

D.   Analyze the potential weaknesses of the company

28: Which of the following is the primary job of a room’s inspector of a hotel, who approves the room’s cleanliness?

A.   Source inspection

B.   Reflective inspection

C.   Successive inspection

D.   Self-inspection