Question 1

Which of the following is mentioned in our textbook as a cultural attitude that supports the successful implementation of value chain management?

Accepted Answer

A)  competitiveness 
B)  collaborating 
C)  benchmarking 
D)  centralization 
E)  personal pride 
A)  competitiveness 
B)  collaborating 
C)  benchmarking 
D)  centralization 
E)  personal pride

Question 2

Refer to the scenario below to answer the following questions.
TopCup Coffee (Scenario)
Catrina has been working as a manager in TopCup Coffee for six months now. In that time she has noticed that the total sales have grown a scant half percent. The owner, who does not work in the business directly, commented in a recent meeting that unless the sales picked up over the next six months, he would consider closing the business. Catrina has since looked seriously into the operations and armed with a textbook on operations management from her college days, she is determined to change both the coffee shop operations and the sales picture.
-After six months Catrina is pleased to notice a change in the working atmosphere in TopCup Coffee. She attributes this to a change in _____________ that seems to result in more flexibility in work tasks and trust amongst the staff.

Accepted Answer

A)  the owner's attitude 
B)  the staff numbers 
C)  increase in business 
D)  internal culture of openness 
E)  clear assignments as to who does what 
A)  the owner's attitude 
B)  the staff numbers 
C)  increase in business 
D)  internal culture of openness 
E)  clear assignments as to who does what

Question 3

Mass customization requires flexible manufacturing techniques and _________.

Accepted Answer

A)  managerial flexibility 
B)  continual dialogue with customers 
C)  a strong Internet presence 
D)  a reputation for high quality products 
E)  a sustainable competitive advantage 
A)  managerial flexibility 
B)  continual dialogue with customers 
C)  a strong Internet presence 
D)  a reputation for high quality products 
E)  a sustainable competitive advantage

Question 4

Value chain management is the process of managing the entire sequence of integrated activities and information about product flows along the entire value chain.

Accepted Answer

A) True 
 B)False

Question 5

The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations is called __________.

Accepted Answer

A)  satisfaction 
B)  quality 
C)  assurance 
D)  utility 
E)  value 
A)  satisfaction 
B)  quality 
C)  assurance 
D)  utility 
E)  value

Question 6

Managers should outline expectations for what's involved in the organization's pursuit of value chain management. Ideally, managers should start with ________.

Accepted Answer

A)  a vision or mission statement 
B)  a business plan 
C)  a pre-defined organizational structure 
D)  a formal process design 
E)  policies and procedures 
A)  a vision or mission statement 
B)  a business plan 
C)  a pre-defined organizational structure 
D)  a formal process design 
E)  policies and procedures

Question 7

Which of the following is not related to mass customization?

Accepted Answer

A)  design-to-order 
B)  flexible manufacturing techniques 
C)  computer-controlled factory equipment 
D)  logistics software 
E)  mass marketing 
A)  design-to-order 
B)  flexible manufacturing techniques 
C)  computer-controlled factory equipment 
D)  logistics software 
E)  mass marketing

Question 8

Refer to the scenario below to answer the following questions.
Value Chain Management (Scenario)
Randy is the new strategic manager for Solutions Tech Inc., a management consulting firm dedicated to assisting small businesses in the pursuit of success. He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for large-scale production facilities. Randy is reviewing the business strategy at Rob's business and has some recommendations.
-Randy tells Rob that flexibility in job design means that jobs should be redesigned around work processes that __________.

Accepted Answer

A)  help organizations learn more about their customers 
B)  link functions involved in creating value to customers 
C)  solidify the commitment of members to the goals of their respective work unit 
D)  match competitors' capabilities 
E)  reduce costs and improve production efficiency 
A)  help organizations learn more about their customers 
B)  link functions involved in creating value to customers 
C)  solidify the commitment of members to the goals of their respective work unit 
D)  match competitors' capabilities 
E)  reduce costs and improve production efficiency

Question 9

Opening a bank account and withdrawing money from an ATM are considered _____________ and are typical in _____________.

Accepted Answer

A)  products; service organizations 
B)  outputs; all businesses 
C)  physical outputs; value chain management 
D)  benefits; service organizations 
E)  nonphysical outputs; service organizations 
A)  products; service organizations 
B)  outputs; all businesses 
C)  physical outputs; value chain management 
D)  benefits; service organizations 
E)  nonphysical outputs; service organizations

Question 10

Collaboration and cooperation throughout the value chain will be difficult to achieve if _______________.

Accepted Answer

A)  standards for inventory control are not in place 
B)  production outputs are less than expected 
C)  the number of defects exceeds the acceptable standard 
D)  employees refuse to be flexible in their work 
E)  processes involve nonphysical outputs 
A)  standards for inventory control are not in place 
B)  production outputs are less than expected 
C)  the number of defects exceeds the acceptable standard 
D)  employees refuse to be flexible in their work 
E)  processes involve nonphysical outputs

Question 11

Refer to the scenario below to answer the following questions.
Importance of Operations Management (Scenario)
Melissa had been asked to attend training in operations management. Her background and training had previously been in accounting, but with the reorganization looming, it was either learn a new skill or look for another job. She was actually looking forward to the training. She felt her background with numbers should prove valuable in operations management, but she admitted that she knew little about the field. Until now, she had been in a support staff function and had little feel for how their product went from raw materials to finished product. Melissa's first class would be tonight at Canadian University, and she was excited about the opportunity.
-Melissa must remember that productivity is a composite of __________ variables.

Accepted Answer

A)  people and operations 
B)  task and relationship 
C)  structural and procedural 
D)  predictable and unpredictable 
E)  internal and market-based 
A)  people and operations 
B)  task and relationship 
C)  structural and procedural 
D)  predictable and unpredictable 
E)  internal and market-based

Question 12

Refer to the scenario below to answer the following questions.
TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.
-One of the things that Catrina is bringing to the attention of the owner is that it is not possible to improve the operations without significant ____________ to better serve customers.

Accepted Answer

A)  change in employee numbers 
B)  raise in employee pay and benefits 
C)  re-decorating of the premises 
D)  change to mass customization of their product 
E)  investment in technology 
A)  change in employee numbers 
B)  raise in employee pay and benefits 
C)  re-decorating of the premises 
D)  change to mass customization of their product 
E)  investment in technology

Question 13

Refer to the scenario below to answer the following questions.
TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.
-Catrina notices that often towards the end of the day and in evenings when customers drop in for their after-dinner coffee, they run out of the specialty coffees. She realizes that she needs to _____________ in order to make sure the products are available at all times.

Accepted Answer

A)  tell employees to serve smaller sizes of specialty coffees during the day 
B)  let the owner know that it is his responsibility to deal with the suppliers 
C)  improve her product demand forecasting skills 
D)  train the employees in how to better make the specialty orders 
E)  cut down on the hours the shop is open 
A)  tell employees to serve smaller sizes of specialty coffees during the day 
B)  let the owner know that it is his responsibility to deal with the suppliers 
C)  improve her product demand forecasting skills 
D)  train the employees in how to better make the specialty orders 
E)  cut down on the hours the shop is open

Question 14

It is easiest to see the operations management process at work in __________ organizations.

Accepted Answer

A)  service 
B)  financial 
C)  consulting 
D)  manufacturing 
E)  retail 
A)  service 
B)  financial 
C)  consulting 
D)  manufacturing 
E)  retail

Question 15

define operations management and discuss its importance in the management process.

Accepted Answer

1. The term operations management refers

Question 16

Which of the following best describes value chain management?

Accepted Answer

A)  internally oriented 
B)  focused only on the flow of incoming materials to the organization 
C)  efficiency oriented 
D)  effectiveness oriented 
E)  primary goal is to reduce costs 
A)  internally oriented 
B)  focused only on the flow of incoming materials to the organization 
C)  efficiency oriented 
D)  effectiveness oriented 
E)  primary goal is to reduce costs

Question 17

Which of the following elements assumes the highest level of power in the value chain?

Accepted Answer

A)  suppliers 
B)  employees 
C)  vendors 
D)  customers 
E)  managers 
A)  suppliers 
B)  employees 
C)  vendors 
D)  customers 
E)  managers

Question 18

Refer to the scenario below to answer the following questions.
TopCup Coffee (Scenario)
Catrina has been working as a manager in TopCup Coffee for six months now. In that time she has noticed that the total sales have grown a scant half percent. The owner, who does not work in the business directly, commented in a recent meeting that unless the sales picked up over the next six months, he would consider closing the business. Catrina has since looked seriously into the operations and armed with a textbook on operations management from her college days, she is determined to change both the coffee shop operations and the sales picture.
-The first thing Catrina wants to tackle is working with the employees, most of whom are part-time students working various shifts. She calls a meeting first with the three full time employees and wants to start a process where all the employees focus on _____________ between shifts.

Accepted Answer

A)  sharing information 
B)  ensuring a clean workplace 
C)  clearing the cash registers 
D)  seamless customer service 
E)  topping up the supplies 
A)  sharing information 
B)  ensuring a clean workplace 
C)  clearing the cash registers 
D)  seamless customer service 
E)  topping up the supplies

Question 19

Mass customization is a design-to-order method that provides consumers with a product when, where, and how they want it.

Accepted Answer

A) True 
 B)False

Question 20

Operations management oversees the transformation process that converts resources such as labour and raw materials into finished goods and services.

Accepted Answer

A) True 
 B)False

Which of the following is mentioned in our textbook as a cultural attitude that supports the successful implementation of value chain management?

Mass customization requires flexible manufacturing techniques and _________.

Value chain management is the process of managing the entire sequence of integrated activities and information about product flows along the entire value chain.

The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations is called __________.

Managers should outline expectations for what's involved in the organization's pursuit of value chain management. Ideally, managers should start with ________.

Which of the following is not related to mass customization?

Opening a bank account and withdrawing money from an ATM are considered _ and are typical in _.

Collaboration and cooperation throughout the value chain will be difficult to achieve if _______________.

It is easiest to see the operations management process at work in __________ organizations.

define operations management and discuss its importance in the management process.

Which of the following best describes value chain management?

Which of the following elements assumes the highest level of power in the value chain?

Mass customization is a design-to-order method that provides consumers with a product when, where, and how they want it.

Operations management oversees the transformation process that converts resources such as labour and raw materials into finished goods and services.

Introduction to Management and Organizations

Organizational Culture and the Organizational Environment

Managing in a Global Environment

Managing Entrepreneurially

Managing Responsibly and Ethically

Innovation and Adaptability

Decision Making

Foundations of Planning

Managing Strategically

Organizational Design

Managers and Communication

Managing Human Resources

Leadership

Motivating Employees

Managing Groups and Teams

Evidence-Based Decision Making

Management History

Planning and Control Techniques

Filters

Exam 19: Managing Operations

Which of the following is mentioned in our textbook as a cultural attitude that supports the successful implementation of value chain management?

Mass customization requires flexible manufacturing techniques and _________.

Value chain management is the process of managing the entire sequence of integrated activities and information about product flows along the entire value chain.

The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations is called __________.

Managers should outline expectations for what's involved in the organization's pursuit of value chain management. Ideally, managers should start with ________.

Which of the following is not related to mass customization?

Opening a bank account and withdrawing money from an ATM are considered _____________ and are typical in _____________.

Collaboration and cooperation throughout the value chain will be difficult to achieve if _______________.

It is easiest to see the operations management process at work in __________ organizations.

define operations management and discuss its importance in the management process.

Which of the following best describes value chain management?

Which of the following elements assumes the highest level of power in the value chain?

Mass customization is a design-to-order method that provides consumers with a product when, where, and how they want it.

Operations management oversees the transformation process that converts resources such as labour and raw materials into finished goods and services.

Introduction to Management and Organizations

Organizational Culture and the Organizational Environment

Managing in a Global Environment

Managing Entrepreneurially

Managing Responsibly and Ethically

Innovation and Adaptability

Decision Making

Foundations of Planning

Managing Strategically

Organizational Design

Managers and Communication

Managing Human Resources

Leadership

Motivating Employees

Managing Groups and Teams

Evidence-Based Decision Making

Management History

Planning and Control Techniques

Filters

Opening a bank account and withdrawing money from an ATM are considered _ and are typical in _.