Question 1

Support processes would typically include all of the following except

Accepted Answer

A) inventory management 
B) customer help desk operations 
C) research and development 
D) manufacturing and assembly 
A) inventory management 
B) customer help desk operations 
C) research and development 
D) manufacturing and assembly D

Question 2

Which one of the following statements about the structure of the U.S. economy is true?

Accepted Answer

A) About 91 percent of all U.S. jobs are in service-providing processes. 
B) All goods-producing jobs account for 25 percent of total U.S. jobs. 
C) All service-providing jobs account for 65 percent of total U.S. jobs. 
D) The largest U.S. industry with respect to U.S. jobs is manufacturing. 
A) About 91 percent of all U.S. jobs are in service-providing processes. 
B) All goods-producing jobs account for 25 percent of total U.S. jobs. 
C) All service-providing jobs account for 65 percent of total U.S. jobs. 
D) The largest U.S. industry with respect to U.S. jobs is manufacturing. 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

Today, almost half the U.S. economy is involved in service industries.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Moments of truth consist of one or more service encounters.

Accepted Answer

A) True 
 B)False

Question 7

Which one of the following statements is false?

Accepted Answer

A) Service encounters can be between a customer and a building. 
B) High customer contact systems generally have high process efficiency. 
C) A hotel room is a perishable asset. 
D) The demand for services is time-dependent, especially over the short term. 
A) Service encounters can be between a customer and a building. 
B) High customer contact systems generally have high process efficiency. 
C) A hotel room is a perishable asset. 
D) The demand for services is time-dependent, especially over the short term.

Question 8

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 9

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

Question 10

Value creation processes focus on primary goods and services.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) efficiency, customization, quality, service, sustainability, time-based competition 
B) quality, efficiency, time-based competition, sustainability, customization, service 
C) efficiency, quality, customization, time-based competition, service, sustainability 
D) quality, service, customization, time-based competition, efficiency, sustainability 
A) efficiency, customization, quality, service, sustainability, time-based competition 
B) quality, efficiency, time-based competition, sustainability, customization, service 
C) efficiency, quality, customization, time-based competition, service, sustainability 
D) quality, service, customization, time-based competition, efficiency, sustainability

Question 12

Which one of the following statements is false?

Accepted Answer

A) Service that do not involve significant interaction with customers can be managed much the same as goods in a factory. 
B) A service is any primary or complementary activity that does not directly produce a physical product. 
C) Some very significant differences exist between goods and services that create different demands on the operations function. 
D) Designing and managing operations in a goods-producing firm is quite similar to that in a service-providing organization. 
A) Service that do not involve significant interaction with customers can be managed much the same as goods in a factory. 
B) A service is any primary or complementary activity that does not directly produce a physical product. 
C) Some very significant differences exist between goods and services that create different demands on the operations function. 
D) Designing and managing operations in a goods-producing firm is quite similar to that in a service-providing organization.

Question 13

Which one of the following is not an example of biztainment?

Accepted Answer

A) iPhone applications 
B) automobile leasing 
C) product demonstrations 
D) virtual factory tours 
A) iPhone applications 
B) automobile leasing 
C) product demonstrations 
D) virtual factory tours

Question 14

The following terms -- interchangeability of parts, division of labor, highly repetitive tasks -- best relate to a focus on

Accepted Answer

A) quality 
B) efficiency 
C) quality. 
D) time 
A) quality 
B) efficiency 
C) quality. 
D) time

Question 15

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

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

Many products that appear to be only physical goods often include bundled services.

Accepted Answer

A) True 
 B)False

Question 18

In the last century, operations management saw six major themes. What are they? Briefly discuss each.

Accepted Answer

@#IMG-DLM& *Sustainability. Sustainability refers

Question 19

Taking a customer order at a quick service restaurant would generally be viewed as a support process.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 1: Goods, Services, and Operations Management

Support processes would typically include all of the following except

Which one of the following statements about the structure of the U.S. economy is true?

Which one of the following has the lowest goods content?

Today, almost half the U.S. economy is involved in service industries.

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

Moments of truth consist of one or more service encounters.

Which one of the following statements is false?

A value creation process could be any of the following except

The quality revolution is most related to

Value creation processes focus on primary goods and services.

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

Which one of the following statements is false?

Which one of the following is not an example of biztainment?

The following terms -- interchangeability of parts, division of labor, highly repetitive tasks -- best relate to a focus on

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

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

Many products that appear to be only physical goods often include bundled services.

In the last century, operations management saw six major themes. What are they? Briefly discuss each.

Taking a customer order at a quick service restaurant would generally be viewed as a support process.

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

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

Work Measurement, Learning Curves, and Standards

Filters