Question 1

An activity associated with the customer relationship management process is

Accepted Answer

A) Identifying and categorizing key customers 
B) Managing product and service agreements with customers 
C) Designing manufacturing processes to create goods that customers want 
D) Designing a distribution network to deliver goods on time 
E) Developing cross-functional product teams that include customers and suppliers 
A) Identifying and categorizing key customers 
B) Managing product and service agreements with customers 
C) Designing manufacturing processes to create goods that customers want 
D) Designing a distribution network to deliver goods on time 
E) Developing cross-functional product teams that include customers and suppliers A

Question 2

Which of the following statement BEST defines operations management?

Accepted Answer

A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners A

Question 3

Which of the following statements about process decisions made in organizations is NOT true?

Accepted Answer

A) Identify the best mix of personnel and technology 
B) Decide what activities to perform in house and what to obtain elsewhere 
C) Implement a new service to accommodate customer requests 
D) Determine how to increase manufacturing costs to stay competitive 
E) Improve an existing assembly process when current quality levels are deteriorating 
A) Identify the best mix of personnel and technology 
B) Decide what activities to perform in house and what to obtain elsewhere 
C) Implement a new service to accommodate customer requests 
D) Determine how to increase manufacturing costs to stay competitive 
E) Improve an existing assembly process when current quality levels are deteriorating D

Question 4

An activity associated with the returns management process is

Accepted Answer

A) Designing a distribution network to deliver goods on time 
B) Managing product and service agreements with customers 
C) Developing guidelines for returns and disposal 
D) Designing and implementing customer response procedures 
E) Forecasting demand 
A) Designing a distribution network to deliver goods on time 
B) Managing product and service agreements with customers 
C) Developing guidelines for returns and disposal 
D) Designing and implementing customer response procedures 
E) Forecasting demand

Question 5

An activity associated with the manufacturing flow management process is

Accepted Answer

A) Designing a distribution network to deliver goods on time 
B) Designing manufacturing processes to create goods that customers want 
C) Tailoring goods and services to meet the needs of customer groups 
D) Designing and implementing customer response procedures 
E) Developing cross-functional product teams that include customers and suppliers 
A) Designing a distribution network to deliver goods on time 
B) Designing manufacturing processes to create goods that customers want 
C) Tailoring goods and services to meet the needs of customer groups 
D) Designing and implementing customer response procedures 
E) Developing cross-functional product teams that include customers and suppliers

Question 6

Project management involves

Accepted Answer

A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 7

Manufacturing resource planning is

Accepted Answer

A) The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services 
B) A set of software applications that were developed to try to balance part purchases and plant capacities with production requirements 
C) The maximum amount of goods and/or services that a system can produce over a set period of time 
D) Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities 
E) A multimodule software application for managing a firm's functional activities, suppliers, and customers 
A) The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services 
B) A set of software applications that were developed to try to balance part purchases and plant capacities with production requirements 
C) The maximum amount of goods and/or services that a system can produce over a set period of time 
D) Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities 
E) A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 8

Who are first-tier suppliers?

Accepted Answer

A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these 
A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these

Question 9

Returns management is

Accepted Answer

A) Creating and maintaining customer relationship 
B) Interacting with customers to maintain customer satisfaction 
C) Making goods to satisfy target markets 
D) Developing new products frequently and getting them to market effectively 
E) Managing product returns and disposal effectively 
A) Creating and maintaining customer relationship 
B) Interacting with customers to maintain customer satisfaction 
C) Making goods to satisfy target markets 
D) Developing new products frequently and getting them to market effectively 
E) Managing product returns and disposal effectively

Question 10

Just-in-time systems are

Accepted Answer

A) The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services 
B) Software applications that were developed to try to balance part purchases and plant capacities with production requirements 
C) Systems in which supplies and assemblies are "pulled" through the system when and where they are needed 
D) Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities 
E) A multimodule software application for managing a firm's functional activities, suppliers, and customers 
A) The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services 
B) Software applications that were developed to try to balance part purchases and plant capacities with production requirements 
C) Systems in which supplies and assemblies are "pulled" through the system when and where they are needed 
D) Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities 
E) A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 11

Supplier relationship management is

Accepted Answer

A) Balancing customer requirements with supply chain capabilities 
B) Making goods to satisfy target markets 
C) Creating and maintaining supplier relationships 
D) Developing new products frequently and getting them to market effectively 
E) Managing product returns and disposal effectively 
A) Balancing customer requirements with supply chain capabilities 
B) Making goods to satisfy target markets 
C) Creating and maintaining supplier relationships 
D) Developing new products frequently and getting them to market effectively 
E) Managing product returns and disposal effectively

Question 12

Growth of the supply chain management perspective results from

Accepted Answer

A) Rapid technological changes 
B) Increasing competitive pressures 
C) Quest for cheaper operating costs 
D) Global customer base 
E) All of these 
A) Rapid technological changes 
B) Increasing competitive pressures 
C) Quest for cheaper operating costs 
D) Global customer base 
E) All of these

Question 13

Who are third-party logistics services?

Accepted Answer

A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these 
A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these

Question 14

Lean thinking can be defined as

Accepted Answer

A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 15

Corporate social responsibility is

Accepted Answer

A) The sharing and coordination of key processes between companies in a supply chain 
B) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The practice of business ethics 
E) Designing the manufacturing process or service delivery system simultaneously with the design of the product 
A) The sharing and coordination of key processes between companies in a supply chain 
B) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The practice of business ethics 
E) Designing the manufacturing process or service delivery system simultaneously with the design of the product

Question 16

Order fulfillment is

Accepted Answer

A) Making goods to satisfy target markets 
B) Developing new products frequently and getting them to market effectively 
C) Interacting with customers to maintain customer satisfaction 
D) Satisfying customer orders 
E) Creating and maintaining customer relationships 
A) Making goods to satisfy target markets 
B) Developing new products frequently and getting them to market effectively 
C) Interacting with customers to maintain customer satisfaction 
D) Satisfying customer orders 
E) Creating and maintaining customer relationships

Question 17

Total quality management is

Accepted Answer

A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners 
A) The effective planning, organizing, and controlling of the many value-creating activities of the firm 
B) The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer 
C) A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm 
D) The planning, scheduling, and controlling of resources to meet the specific goals of a project 
E) An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 18

Which of the following activities falls under the responsibility of operations managers?

Accepted Answer

A) Inventory management 
B) Product and process design 
C) Supplier relationship management 
D) Quality assessment and improvement 
E) All of these activities 
A) Inventory management 
B) Product and process design 
C) Supplier relationship management 
D) Quality assessment and improvement 
E) All of these activities

Question 19

Who are first-tier customers?

Accepted Answer

A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these 
A) Outside agents that move items domestically or into foreign locations 
B) The firm's most valued direct customers 
C) The firm's primary goods and service suppliers 
D) All of these 
E) None of these

Question 20

Customer service management is

Accepted Answer

A) Creating and maintaining customer relationships 
B) Interacting with customers to maintain customer satisfaction 
C) Balancing customer requirements with supply chain capabilities 
D) Satisfying customer orders 
E) Managing product returns and disposal effectively 
A) Creating and maintaining customer relationships 
B) Interacting with customers to maintain customer satisfaction 
C) Balancing customer requirements with supply chain capabilities 
D) Satisfying customer orders 
E) Managing product returns and disposal effectively

An activity associated with the customer relationship management process is

Which of the following statement BEST defines operations management?

Which of the following statements about process decisions made in organizations is NOT true?

An activity associated with the returns management process is

An activity associated with the manufacturing flow management process is

Project management involves

Manufacturing resource planning is

Who are first-tier suppliers?

Returns management is

Just-in-time systems are

Supplier relationship management is

Growth of the supply chain management perspective results from

Who are third-party logistics services?

Lean thinking can be defined as

Corporate social responsibility is

Order fulfillment is

Total quality management is

Which of the following activities falls under the responsibility of operations managers?

Who are first-tier customers?

Customer service management is

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Supplement: Job Scheduling and Vehicle Routing and Material Flow Analysis and Facility Layouts

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and ERP

Managing Projects

Supplement: Statistical Quality Control and Six Sigma Quality Management

Supply Chain Processes

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters

Exam 1: Operations Management, Processes, and Supply Chain Management

An activity associated with the customer relationship management process is

Which of the following statement BEST defines operations management?

Which of the following statements about process decisions made in organizations is NOT true?

An activity associated with the returns management process is

An activity associated with the manufacturing flow management process is

Project management involves

Manufacturing resource planning is

Who are first-tier suppliers?

Returns management is

Just-in-time systems are

Supplier relationship management is

Growth of the supply chain management perspective results from

Who are third-party logistics services?

Lean thinking can be defined as

Corporate social responsibility is

Order fulfillment is

Total quality management is

Which of the following activities falls under the responsibility of operations managers?

Who are first-tier customers?

Customer service management is

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Customer Relationships and Customer Service

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Supplement: Job Scheduling and Vehicle Routing and Material Flow Analysis and Facility Layouts

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and ERP

Managing Projects

Supplement: Statistical Quality Control and Six Sigma Quality Management

Supply Chain Processes

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters