Session 6_Service System and Process Mapping Quiz

What is the primary purpose of Service System and Process Mapping?

• To reduce costs

• To visualize the sequence of actions in a service

• To train employees

• To increase sales

Which component is NOT typically included in a Service System and Process Map?

• Process steps

• Actors/participants

• Marketing strategies

• Touchpoints

Service Blueprinting is particularly focused on which of the following?

• Sales growth

• Customer experience

• Employee training

• Cost reduction

In Service Blueprinting, which of the following actions is considered a Frontstage activity?

• Cooking the food in a restaurant

• Processing customer payments

• Managing inventory

• Communicating with suppliers

Which of the following is an example of Physical Evidence in Service Blueprinting?

• Employee training manuals

• The ambiance of a restaurant

• Inventory management software

• Supplier contracts

What is the main difference between Service System and Process Mapping and Service Blueprinting?

• Service Blueprinting is less detailed than Process Mapping

• Service Blueprinting focuses more on customer perspective

• Process Mapping is used for manufacturing industries only

• Process Mapping is more focused on sales

Which of the following best describes a Backstage action in a Service Blueprint?

• Customer placing an order

• Chef preparing a meal

• Waiter serving the food

• Customer leaving feedback

How does Process Mapping improve communication within a team?

• By reducing the number of team meetings

• By providing a clear, visual representation of the process

• By increasing the number of steps in a process

• By focusing on individual tasks only

In a Service Blueprint, what is the purpose of identifying fail points?

• To eliminate customer interactions

• To reduce employee workload

• To improve service design by addressing potential issues

• To increase the number of steps in the process

Which of the following would NOT be considered a resource in Service System and Process Mapping?

• Technology

• Customer feedback

• Employee actions

• Financial investments