Exam 1: Goods, Services, and Operations Management

Operations management is the only function by which managers can directly affect the value provided to all stakeholders-customers, employees, investors, and society.

Free

(True/False)

4.7/5

(35)

Question 1

Correct Answer:

Verified

True

Define operations management (OM) and describe its scope. What are the three issues that are at the core of OM?

Free

(Essay)

4.9/5

(29)

Question 2

Correct Answer:

Verified

Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers. OM includes the design of goods, services, and the processes that create them; the day-to-day management of those processes; and the continual improvement of these goods, services, and processes.The three issues that are at the core of operations management are efficiency, cost, and quality. Efficiency (a measure of how well resources are used in creating outputs), the cost of operations, and the quality of the goods and services that create customer satisfaction all contribute to profitability and ultimately the long-run success of a company.

The ability to download music onto a cell phone is considered a primary service.

Free

(True/False)

4.9/5

(35)

Question 3

Correct Answer:

Verified

False

Which of the following activities is NOT included in the general management process in businesses?

(Multiple Choice)

4.9/5

(32)

Question 4

Which of the following statements in the Zappos case discussion is TRUE?

(Multiple Choice)

4.9/5

(44)

Question 5

Explain the concept of a customer benefit package (CBP). Also, differentiate a primary good or service from a peripheral good or service.

(Essay)

4.9/5

(31)

Question 6

When evaluating golf clubs in a retail store, a golf simulator (i.e., a person hits the balls into a big video golf course screen and sees where it lands) is an example of _____.

(Multiple Choice)

4.8/5

(44)

Question 7

Customers and service providers often work together to co-produce a service.

(True/False)

4.8/5

(32)

Question 8

Quality has been a principal focus of operations management since the industrial revolution.

(True/False)

4.9/5

(31)

Question 9

Define a good and a service. What is the difference between a durable and nondurable good? Give an example of each.

(Essay)

4.7/5

(37)

Question 10

Define a process. Also, differentiate among a core process, a support process, and a general management process.

(Essay)

4.7/5

(26)

Question 11

Which of the following key activities is NOT performed by operations managers?

(Multiple Choice)

4.7/5

(31)

Question 12

In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?

(Multiple Choice)

4.8/5

(36)

Question 13

A network of processes that creates value for customers is known as a _____.

(Multiple Choice)

4.8/5

(39)

Question 14

Every job entails some aspect of operations management.

(True/False)

4.9/5

(34)

Question 15

Taking a customer's order at a quick service restaurant is generally viewed as a support process.

(True/False)

4.8/5

(31)

Question 16

A service encounter is any interaction between a customer and a service provider.

(True/False)

4.8/5

(33)

Question 17

Which of the following is the correct sequence describing the evolution of operations management?

(Multiple Choice)

4.9/5

(41)

Question 18

All of the following are perspectives of sustainability EXCEPT:

(Multiple Choice)

4.8/5

(39)

Question 19

The three issues that are at the core of operations management include all of the following EXCEPT _____.

(Multiple Choice)

4.8/5

(35)

Question 20

Showing 1 - 20 of 81

Exam 1: Goods, Services, and Operations Management

Operations management is the only function by which managers can directly affect the value provided to all stakeholders-customers, employees, investors, and society.

Define operations management (OM) and describe its scope. What are the three issues that are at the core of OM?

The ability to download music onto a cell phone is considered a primary service.

Which of the following activities is NOT included in the general management process in businesses?

Which of the following statements in the Zappos case discussion is TRUE?

Explain the concept of a customer benefit package (CBP). Also, differentiate a primary good or service from a peripheral good or service.

When evaluating golf clubs in a retail store, a golf simulator (i.e., a person hits the balls into a big video golf course screen and sees where it lands) is an example of _____.

Customers and service providers often work together to co-produce a service.

Quality has been a principal focus of operations management since the industrial revolution.

Define a good and a service. What is the difference between a durable and nondurable good? Give an example of each.

Define a process. Also, differentiate among a core process, a support process, and a general management process.

Which of the following key activities is NOT performed by operations managers?

In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?

A network of processes that creates value for customers is known as a _____.

Every job entails some aspect of operations management.

Taking a customer's order at a quick service restaurant is generally viewed as a support process.

A service encounter is any interaction between a customer and a service provider.

Which of the following is the correct sequence describing the evolution of operations management?

All of the following are perspectives of sustainability EXCEPT:

The three issues that are at the core of operations management include all of the following EXCEPT _____.

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Process Selection, Design, and Analysis

Facility and Work Designs

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Appendix: Quality Management

Quality Control and Spc

Appendix: Queuing Analysis

Appendix: Modeling Using Linear Programming

Lean Operating Systems

Appendix: Simulation

Project Management

Appendix: Decision Analysis

Filters