Certified Production & Operations Manager (POM) Practice Exam

Which of these is not a characteristic of a well-designed service system?

1. Cost effective

2. Easy to sustain

3. User friendly

4. Robust

The correct answer is: User friendly

A well-designed service system is crucial for delivering quality and efficiency, and it encompasses several key characteristics. Among these, being user-friendly is indeed important; however, it is not always emphasized as a primary characteristic in every framework discussing service systems. Cost-effectiveness is essential because it ensures that resources are utilized efficiently, allowing a service to be offered at a price point that customers find acceptable. This characteristic helps organizations maintain profitability while providing value to users. Sustaining a service system involves not just financial sustainability but also operational stability. A service system that is easy to sustain can adapt to changes in demand, technology, and customer expectations without excessive cost or effort, helping organizations remain relevant over time. Robustness in a service system means that it can withstand unexpected challenges and continue to function effectively. This includes having the ability to handle fluctuations in demand, emergencies, or failures without significant disruptions to service quality. While user-friendliness aligns with improving customer experience, a service system can still function effectively without a primary focus on being user-friendly. Therefore, being user-friendly is not typically regarded as a foundational characteristic compared to the necessity for cost-effectiveness, sustainability, and robustness in a well-designed service system.