Question 1

The quality revolution is most related to

Accepted Answer

A) continuous improvement 
B) mass production 
C) time-based competition 
D) service 
A) continuous improvement 
B) mass production 
C) time-based competition 
D) service A

Question 2

A support process could be any of the following except

Accepted Answer

A) assembling automobiles 
B) purchasing materials and supplies 
C) managing inventory 
D) installing a product 
A) assembling automobiles 
B) purchasing materials and supplies 
C) managing inventory 
D) installing a product A

Question 3

Which one of the following has the lowest goods content?

Accepted Answer

A) automobile muffler replacement 
B) computer diagnosis and repair 
C) movie presentation 
D) fast food restaurant 
A) automobile muffler replacement 
B) computer diagnosis and repair 
C) movie presentation 
D) fast food restaurant C

Question 4

A customer benefit package (CBP) includes

Accepted Answer

A) only core offerings 
B) only peripheral offerings 
C) either core or peripheral offerings but not both 
D) both core offerings as well as peripheral offerings 
A) only core offerings 
B) only peripheral offerings 
C) either core or peripheral offerings but not both 
D) both core offerings as well as peripheral offerings

Question 5

Moments of truth consist of one or more service encounters.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Time-based competition means providing new and innovative products that surprise and delight customers.

Accepted Answer

A) True 
 B)False

Question 8

Service organizations generally

Accepted Answer

A) are in close proximity to the customer 
B) rely on physical inventory 
C) take advantage of patents 
D) can delegate human behavior and marketing skills 
A) are in close proximity to the customer 
B) rely on physical inventory 
C) take advantage of patents 
D) can delegate human behavior and marketing skills

Question 9

The demand for services is usually easier to predict than the demand for goods.

Accepted Answer

A) True 
 B)False

Question 10

A value creation process could be any of the following except

Accepted Answer

A) shipping a customer's order 
B) providing a home mortgage 
C) assembling a dishwasher 
D) purchasing production material 
A) shipping a customer's order 
B) providing a home mortgage 
C) assembling a dishwasher 
D) purchasing production material

Question 11

Both goods and services can be standardized for the mass market or customized to individual needs.

Accepted Answer

A) True 
 B)False

Question 12

Every job entails some aspect of operations management.

Accepted Answer

A) True 
 B)False

Question 13

Which one of the following statements is true?

Accepted Answer

A) A variant is always a durable good with new features. 
B) An automobile is a nondurable good. 
C) Demand for goods is more difficult to predict than demand for services. 
D) Normally patents do not protect services. 
A) A variant is always a durable good with new features. 
B) An automobile is a nondurable good. 
C) Demand for goods is more difficult to predict than demand for services. 
D) Normally patents do not protect services.

Question 14

Define a process.Then differentiate among a value creation process, a support process, and a general management process.

Accepted Answer

A process is a sequence of activities th

Question 15

To apply the principles of operations management, managers need to understand people, processes, and technology.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is not a key activity of an operations manager?

Accepted Answer

A) translating market knowledge into goods, services, and processes 
B) continually learning and adapting to global and environmental changes 
C) managing cash flows and strategic investments 
D) exploiting technology to improve productivity 
A) translating market knowledge into goods, services, and processes 
B) continually learning and adapting to global and environmental changes 
C) managing cash flows and strategic investments 
D) exploiting technology to improve productivity

Question 17

Employees who work in financial and accounting functions of organizations need little knowledge of operations management.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) Operating system processes lead to customer needs and expectations, which lead to customer benefit package. 
B) Customer benefit package leads to customer needs and expectations, which lead to operating system processes. 
C) Customer needs and expectations lead to customer benefit package, which leads to operating system processes. 
D) Customer needs and expectations lead to operating system processes, which lead to customer benefit package. 
A) Operating system processes lead to customer needs and expectations, which lead to customer benefit package. 
B) Customer benefit package leads to customer needs and expectations, which lead to operating system processes. 
C) Customer needs and expectations lead to customer benefit package, which leads to operating system processes. 
D) Customer needs and expectations lead to operating system processes, which lead to customer benefit package.

Question 19

Process thinking is the traditional way of viewing an organization by function.

Accepted Answer

A) True 
 B)False

Question 20

Which is generally related to service operations?

Accepted Answer

A) tangible product 
B) need for flexible capacity 
C) separation of production from consumption 
D) large amount of inventory 
A) tangible product 
B) need for flexible capacity 
C) separation of production from consumption 
D) large amount of inventory

Exam 1: Goods, Services, and Operations Management

The quality revolution is most related to

A support process could be any of the following except

Which one of the following has the lowest goods content?

A customer benefit package (CBP) includes

Moments of truth consist of one or more service encounters.

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

Time-based competition means providing new and innovative products that surprise and delight customers.

Service organizations generally

The demand for services is usually easier to predict than the demand for goods.

A value creation process could be any of the following except

Both goods and services can be standardized for the mass market or customized to individual needs.

Every job entails some aspect of operations management.

Which one of the following statements is true?

Define a process.Then differentiate among a value creation process, a support process, and a general management process.

To apply the principles of operations management, managers need to understand people, processes, and technology.

Which of the following is not a key activity of an operations manager?

Employees who work in financial and accounting functions of organizations need little knowledge of operations management.

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

Process thinking is the traditional way of viewing an organization by function.

Which is generally related to service operations?

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Process Selection, Design, and Analysis

Facility and Work Design

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and Spc

Lean Operating Systems

Project Management

Work Measurement, Learning Curves, and Standards

Queuing Analysis

Modeling Using Linear Programming

Simulation

Decision Analysis

Filters