Deck 17: Section 2: Managing Information

Question 1

The two types of productivity are:

A) partial productivity and complete productivity
B) multifactor productivity and partial productivity
C) individual productivity and departmental productivity
D) departmental productivity and organizational productivity
E) organizational productivity and industry productivity

Answer 1

B

Question 2

A product's quality is determined by its:

A) reliability, homogeneity, and durability
B) reliability, validity, and effectiveness
C) serviceability, tangibility, and homogeneity
D) durability, reliability, and serviceability
E) consistency, tangibility, and durability

Answer 2

D

Question 3

The term _______refers to restoring customer satisfaction to strongly dissatisfied customers.

A) service recovery
B) service enhancement
C) customer focus
D) customer reengineering
E) relationship marketing

Answer 3

service recovery

Question 4

Inventory is defined as the number of finished products that a company has in its possession either in the factory, in warehouses, or on delivery vehicles.

Question 5

The three basic measures of inventory are inventory turnover, average aggregate inventory, and:

A) inventory depreciation
B) inventory amortization
C) weeks of supply
D) multifactor inventory
E) speed of obsolescence

Question 6

When a manufacturer makes a product continuously, it is using:

A) project manufacturing
B) continuous-flow production
C) line-flow production
D) batch production
E) job shops

Question 7

Which of the following shows the correct relationship for productivity, outputs, and inputs?

A) productivity = (inputs/outputs)
B) productivity = [(inputs $x$ outputs)/100]
C) outputs = (productivity/inputs)
D) productivity = (outputs/inputs)
E) inputs = (productivity/outputs)

Question 8

The three principles that characterize TQM are continuous improvement, teamwork, and:

A) third party certification
B) delegation
C) participative management
D) customer focus and satisfaction
E) distinctive competence

Question 9

Which of the following types of operations are most dependent on the accuracy of sales forecasts?

A) project manufacturing
B) assemble-to-order operations
C) make-to-order operations
D) buy-to-sell operations
E) make-to-stock operations

Question 10

It costs ten times as much to find a new customer as it does to keep an existing customer.