Question

Which of the following statements regarding management of services is best?

		Poka-yoke is roughly translated from Korean as ?quality management?.
		A service blueprint is a classification of services.
		Effective management of services requires a clear focus on understanding operations, so much so, that it may often require the exclusion of marketing or personnel considerations.
		In the ?service measurement, monitoring, and recovery? process described in the reading, the ?promise? and ?execution of promise? elements of the process were both located in the marketing function.
		None of the above is correct.

Answer 1

In the “service measurement, monitoring, and recovery” process described in the reading, the “promise” and “execution of promise” elements of the process were both located in the marketing function.

This seems to be only possible answer. This is through the process of elimination.

• Poka Yoke means “avoid mistake”
• A service blue print is not a classification of services. It is the way service is conducted.
• Effective management cannot be conducted without marketing and personnel consideration

This leave only the last option. A promise is often a branding technique that is part of the marketing function. Thus we can assume that this is the right answer.