Question 1

Partial productivity measures the efficiency of ________in the production of a given output

Accepted Answer

A) an input ratio 
B) a specific input 
C) a production unit 
D) total labor cost 
A) an input ratio 
B) a specific input 
C) a production unit 
D) total labor cost B

Question 2

Define customer relationship management (CRM), and discuss how it helps maximize the value an organization can deliver to its customers over time.

Accepted Answer

Customer relationship management (CRM)is a technique that uses IT to develop an ongoing relationship with customers to maximize the value an organization can deliver to them over time. CRM IT monitors, controls, and links each of the functional activities involved in marketing, selling, and delivering products to customers. CRM systems have three interconnected components: sales and selling, after-sales service and support, and marketing. Suppose that a sales manager has access only to sales data that show the total sales revenue each salesperson generated in the last 30 days. This information does not break down how much revenue came from sales to existing customers versus sales to new customers. Important knowledge is being lost. Today, sales and selling CRM software contains best sales practices that analyze information and then recommend ways to improve the way the sales process operates. When a company implements after-sales service and support CRM software, salespeople are required to input detailed information about their follow-up visits to customers. Because the system is now tracking and documenting every customer's case history, salespeople have instant access to a record of everything that occurred during previous phone calls or visits. They are now in a much better position to be responsive to customers' needs and build customer loyalty, so a company's after-sales service improves.

Question 3

A fixed-position production layout would be particularly recommended if

Accepted Answer

A) there are no self-managed teams. 
B) the product is easily moved on a conveyor belt. 
C) you are making jet airlines or gas turbines. 
D) products have simple, lightweight parts. 
A) there are no self-managed teams. 
B) the product is easily moved on a conveyor belt. 
C) you are making jet airlines or gas turbines. 
D) products have simple, lightweight parts. C

Question 4

Higher product quality can increase efficiency, increase profits, and decrease

Accepted Answer

A) production time. 
B) employee turnover. 
C) production costs. 
D) customer complaints. 
A) production time. 
B) employee turnover. 
C) production costs. 
D) customer complaints.

Question 5

The total amount of raw materials and component parts that an organization has on hand is known as

Accepted Answer

A) material supply. 
B) in-stock goods. 
C) inventory. 
D) raw stock. 
A) material supply. 
B) in-stock goods. 
C) inventory. 
D) raw stock.

Question 6

Describe a just-in-time (JIT)inventory system.

Accepted Answer

Inventory is the stock of raw materials,

Question 7

Which of the following describes the product layout?

Accepted Answer

A) It is efficient only when products are created in large quantities. 
B) Workers move from workstation to workstation. 
C) A conveyor belt is usually not used. 
D) Assembling a product is easily achieved in this layout. 
A) It is efficient only when products are created in large quantities. 
B) Workers move from workstation to workstation. 
C) A conveyor belt is usually not used. 
D) Assembling a product is easily achieved in this layout.

Question 8

Ford Motor Company reorganized its procurement process by simplifying and streamlining the process itself and as a result was able to cut the size of the accounts payable department by 95 percent. This is an example of

Accepted Answer

A) retrenchment. 
B) kanban. 
C) kaizen. 
D) reengineering. 
A) retrenchment. 
B) kanban. 
C) kaizen. 
D) reengineering.

Question 9

CRM systems have two interconnected components: sales and selling, and after-sales service and support.

Accepted Answer

A) True 
 B)False

Question 10

What is one way that CRM can maximize the value delivered to customers over time?

Accepted Answer

A) by increasing productivity and decreasing costs throughout the company 
B) by monitoring the number of products that are returned or exchanged 
C) by breaking down how much revenue came from sales to existing customers 
D) by ensuring greater accountability of support staff through quantifiable measures 
A) by increasing productivity and decreasing costs throughout the company 
B) by monitoring the number of products that are returned or exchanged 
C) by breaking down how much revenue came from sales to existing customers 
D) by ensuring greater accountability of support staff through quantifiable measures

Question 11

In measuring the total factor productivity of an organization, an example of a measure of the amount of energy consumed in output production is the number of

Accepted Answer

A) units produced. 
B) hours worked. 
C) kilowatt-hours consumed. 
D) employees required. 
A) units produced. 
B) hours worked. 
C) kilowatt-hours consumed. 
D) employees required.

Question 12

Lambretti and Sons is an international manufacturer and retailer of luxury pens and writing instruments based in Rome, Italy. The company has been in business for 100 years and has a reputation as being "the best of the best." Their pens are status symbols used by high-profile businessmen and celebrities. In recent years, several other luxury pen manufacturers have entered the market. SwissPen's goods are less expensive and are of a quality equivalent to that of Lambretti and Sons. Should Lambretti be overly worried about competition from SwissPen?

Accepted Answer

A) No, because price is not a factor that affects the buying choices and preferences of Lambretti's clients. 
B) Yes, because regardless of prestige, customers will always go with a company that offers products for a lower price. 
C) No, because the brand's long history and singular reputation allow it charge higher prices for its products. 
D) Yes, because brand loyalty only goes so far, and SwissPen offers novelty, a very desirable attribute. 
A) No, because price is not a factor that affects the buying choices and preferences of Lambretti's clients. 
B) Yes, because regardless of prestige, customers will always go with a company that offers products for a lower price. 
C) No, because the brand's long history and singular reputation allow it charge higher prices for its products. 
D) Yes, because brand loyalty only goes so far, and SwissPen offers novelty, a very desirable attribute.

Question 13

A JIT system

Accepted Answer

A) increases inventory turnover. 
B) reduces inventory holding costs. 
C) decreases total labor costs. 
D) increases buffer stock of inventory. 
A) increases inventory turnover. 
B) reduces inventory holding costs. 
C) decreases total labor costs. 
D) increases buffer stock of inventory.

Question 14

Which of the following calculates labor productivity?

Accepted Answer

A) outputs divided by direct labor 
B) inputs divided by total outputs 
C) direct labor times total inputs 
D) direct labor times specific outputs 
A) outputs divided by direct labor 
B) inputs divided by total outputs 
C) direct labor times total inputs 
D) direct labor times specific outputs

Question 15

Identify and discuss the two reasons that managers seek to control and improve the quality of their organization's products.

Accepted Answer

First, customers usually prefer a higher

Question 16

The efficiency of an organization with reference to the contribution of an individual input is known as (the)________ productivity.

Accepted Answer

A) total factor 
B) cumulative 
C) partial 
D) unit 
A) total factor 
B) cumulative 
C) partial 
D) unit

Question 17

Improving product quality increases the operating costs of the organization.

Accepted Answer

A) True 
 B)False

Question 18

Generally, other things being equal, most customers prefer products with

Accepted Answer

A) good after-sales service. 
B) fewer and simpler features. 
C) standardized features. 
D) cost-effectiveness. 
A) good after-sales service. 
B) fewer and simpler features. 
C) standardized features. 
D) cost-effectiveness.

Question 19

A manufacturing organization using a JIT system can achieve major cost savings as a result of ________ inventory holding costs.

Accepted Answer

A) decreasing inventory turnover and decreasing 
B) increasing inventory turnover and increasing 
C) increasing inventory turnover and decreasing 
D) decreasing inventory turnover and increasing 
A) decreasing inventory turnover and decreasing 
B) increasing inventory turnover and increasing 
C) increasing inventory turnover and decreasing 
D) decreasing inventory turnover and increasing

Question 20

The management of efficiency is an extremely important issue in most organizations, because increased efficiency generally helps

Accepted Answer

A) decrease employee turnover. 
B) decrease production costs. 
C) increase customer satisfaction. 
D) decrease total labor costs. 
A) decrease employee turnover. 
B) decrease production costs. 
C) increase customer satisfaction. 
D) decrease total labor costs.

Partial productivity measures the efficiency of ________in the production of a given output

Define customer relationship management (CRM), and discuss how it helps maximize the value an organization can deliver to its customers over time.

A fixed-position production layout would be particularly recommended if

Higher product quality can increase efficiency, increase profits, and decrease

The total amount of raw materials and component parts that an organization has on hand is known as

Describe a just-in-time (JIT)inventory system.

Which of the following describes the product layout?

Ford Motor Company reorganized its procurement process by simplifying and streamlining the process itself and as a result was able to cut the size of the accounts payable department by 95 percent. This is an example of

CRM systems have two interconnected components: sales and selling, and after-sales service and support.

What is one way that CRM can maximize the value delivered to customers over time?

In measuring the total factor productivity of an organization, an example of a measure of the amount of energy consumed in output production is the number of

A JIT system

Which of the following calculates labor productivity?

Identify and discuss the two reasons that managers seek to control and improve the quality of their organization's products.

The efficiency of an organization with reference to the contribution of an individual input is known as (the)________ productivity.

Improving product quality increases the operating costs of the organization.

Generally, other things being equal, most customers prefer products with

A manufacturing organization using a JIT system can achieve major cost savings as a result of ________ inventory holding costs.

The management of efficiency is an extremely important issue in most organizations, because increased efficiency generally helps

The Management Process Today

Values, Attitudes, Emotions, and Culture: the Manager As a Person

Managing Ethics and Diversity

Managing in the Global Environment

Decision Making, Learning, Creativity, and Entrepreneurship

Planning, Strategy, and Competitive Advantage

Designing Organizational Structure

Control, Change, and Entrepreneurship

Motivation

Leaders and Leadership

Effective Team Management

Building and Managing Human Resources

Effective Communication and It Management

Filters

Exam 14: Operations Management: Managing Vital Operations and Processes

Partial productivity measures the efficiency of ________in the production of a given output

Define customer relationship management (CRM), and discuss how it helps maximize the value an organization can deliver to its customers over time.

A fixed-position production layout would be particularly recommended if

Higher product quality can increase efficiency, increase profits, and decrease

The total amount of raw materials and component parts that an organization has on hand is known as

Describe a just-in-time (JIT)inventory system.

Which of the following describes the product layout?

Ford Motor Company reorganized its procurement process by simplifying and streamlining the process itself and as a result was able to cut the size of the accounts payable department by 95 percent. This is an example of

CRM systems have two interconnected components: sales and selling, and after-sales service and support.

What is one way that CRM can maximize the value delivered to customers over time?

In measuring the total factor productivity of an organization, an example of a measure of the amount of energy consumed in output production is the number of

A JIT system

Which of the following calculates labor productivity?

Identify and discuss the two reasons that managers seek to control and improve the quality of their organization's products.

The efficiency of an organization with reference to the contribution of an individual input is known as (the)________ productivity.

Improving product quality increases the operating costs of the organization.

Generally, other things being equal, most customers prefer products with

A manufacturing organization using a JIT system can achieve major cost savings as a result of ________ inventory holding costs.

The management of efficiency is an extremely important issue in most organizations, because increased efficiency generally helps

The Management Process Today

Values, Attitudes, Emotions, and Culture: the Manager As a Person

Managing Ethics and Diversity

Managing in the Global Environment

Decision Making, Learning, Creativity, and Entrepreneurship

Planning, Strategy, and Competitive Advantage

Designing Organizational Structure

Control, Change, and Entrepreneurship

Motivation

Leaders and Leadership

Effective Team Management

Building and Managing Human Resources

Effective Communication and It Management

Filters