BUS 430 WEEK 2 QUIZ 1
BUS 430
Week 2 Quiz 1
1. Operations management is
focused primarily on the application of technology in manufacturing.
2. To apply the principles of
operations management, managers need to understand people, processes, and
technology.
3. Every job entails some
aspect of operations management.
4. Employees who work in
financial and accounting functions of organizations need little knowledge of
operations management.
5. Ensuring that a credit
card has accurate customer information and is delivered quickly to the customer
is an example of inventory management in OM.
6. A product that typically
lasts at least three years is called a durable good.
7. A toothbrush is an example
of a nondurable good.
8. Both goods and services
can be standardized for the mass market or customized to individual needs.
9. Customer participation in
manufacturing processes and activities is generally high.
10. Customers and service providers often
work together to co-produce a service.
11. Services always involve direct
customer contact.
12. Moments of truth consist of one
or more service encounters.
13. A service encounter is any
interaction between a customer and the service provider.
14. The demand for services is
usually easier to predict than the demand for goods.
15. Service facilities must be
physically located close to the customer.
16. The greater the customer
participation, the more uncertainty the firm has with respect to service time.
17. A customer benefit package (CBP)
consists of both a primary good and a primary service.
18. The ability to download music
onto a cell phone would be considered a primary service.
19. Peripheral goods and services
are not essential to a primary good or service.
20. Many products that appear to be
only physical goods often include bundled services.
21. Process thinking is the
traditional way of viewing an organization by function.
22. Value creation processes focus
on primary goods and services.
23. A process can be designed by
operations managers independently of the choice of a customer benefit package,
which is chosen exclusively by marketing staff.
24. Taking a customer order at a
quick service restaurant would generally be viewed as a support process.
25. Quality has been a principal
focus of operations management since the industrial revolution.
26. The reason that many Japanese
firms captured major shares of world markets in the 1970s was the result of
their focus on quality rather than efficiency.
27. As manufacturers sought to
customize products for global markets and increase goods and service variety,
they were able to leverage the mass production methods that are very efficient
and cost-effective.
28. Today, almost half the U.S.
economy is involved in service industries.
29. Many business-to-business
manufacturers think of the physical good they produce as peripheral to their
service offerings.
30. Time-based competition means
providing new and innovative products that surprise and delight customers.
31. Operations management is the
only function by which managers can directly affect the value provided to all
stakeholders – customers, employees, investors, and society.
MULTIPLE CHOICE
1. Which one of the following statements is false?
2. Which one of the following
statements is false?
3. Which one of the following
statements is true?
4. In relating operations
management and the customer benefit package (CBP), which is the correct timing
sequence?
5. Which of the following is not true regarding the differences between
goods and services?
6. Which of the following is not a key activity of an operations manager?
7. Computer software would be
an example of
8. Which one of the following
has the lowest goods content?
9. Which one of the following
has the highest goods content?
10. Service organizations generally
11. A customer benefit package (CBP)
includes
12. Support processes would
typically include all of the following except
13. Which of the following is the
correct sequence describing the evolution of operations management?
14. The following terms --
interchangeability of parts, division of labor, highly repetitive tasks -- best
relate to a focus on
15. The quality revolution is most
related to
16. Which of the following is not a current challenge to OM?
17. A value creation process could
be any of the following except
18. Which is generally related to
service operations?
19. A support process could be any
of the following except
20. Which of the following would be
the lowest in goods content and highest in service content?
21. Service management skills would
include all of the following except
22. A golf simulator in a retail
sports store is an example of
23. Which one of the following is not an example of biztainment?
24. Which one of the following
statements about the structure of the U.S. economy is true?
25. The three issues that are at the
core of operations management include all of the following except
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