This is test 1. All work is to be your own. Show your work for all math problems. GOOD LUCK 1. List and describe the five principles of consumer service experience design. Give an example of each not in the book. If you were looking at opening a new restaurant, which do you think would be most important to you and why? 2. List and describe the five features of a service package. Give an example of each as they would pertain to a University. Which do you think would be most important to the students and why? 3.a Times (Days) Job Number Predecessor Jobs a m b 1 - 2 3 4 2 1 1 2 3 3 1 4 5 12 4 1 3 4 11 5 2 1 3 5 6 3 1 2 3 7 4 1 8 9 8 5,6 2 4 6 9 8 2 4 12 10 7 3 4 5 11 9,10 5 7 8 a. Construct the appropriate network diagram b. Indicate the critical path c. What is the expected completion time for the project? d. You can accomplish any one of the following at an additional cost of $1,500 (1) Reduce Job 5 by two days (2) Reduce Job 3 by two days (3) Reduce Job 7 by two days If you will save $1,000 for each day that the earliest completion time is reduced, which action, if any, would you choose and why? e. What is the probability that the project will be completed in 30 days? 3 b. Problem 16.2, page 487 questions a, b, and c. 4. Compare and contrast the three generic competitive strategies that exist for a service firm. Which would you try to adopt if you were starting a new hair salon and why? 5. List and describe the stages in the New Service Development Process Cycle. Give an example of what would happen in each stage as it would pertain to a new lawn maintenance company 6. List and describe the five dimensions that customers use to judge service quality. Which do you think would be most important to a person looking for a computer repair service and why? 7. Figure 6.12 on page 164 depicts the Service Quality ladder. Which rung in the ladder do you think is the most important in developing quality in a service organization and why?