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Questions OM

Terms in this set (19)

The three issues that are at the core of operations management include all of the following EXCEPT _ ?

a) efficiency
B) effectiveness
c) cost
d) quality
B) effectiveness
Which of the following statements is INCOREECT about goods and services?

a) goods are tangible while services are intangible
b) demand for services is more difficult to predict than the demand for goods
c) services can be stores as physical inventory
d) service facilities need to be in close proximity to the customer
e) patents do not protect services
c) services can be stores as physical inventory
Service management skills include all of the following EXCEPT _?

a) accounting and finance
b) knowledge and technical expertise about operations
c) marketing and cross-selling skills
d) human interaction skills
a) accounting and finance
A customer benefit package (CBP) includes _?

a) only core offerings
b) only peripheral offerings
c) either core or peripheral offerings but not both
d) both core offering as well as peripheral offerings
both core offering as well as peripheral offerings
A(n) is a sequence of activities that is intended to create a certain result?

a) process
b) service
c) variant
d) inventory
a) process
A support process for an automatic manufacturer could be any of the following EXCEPT _?

a) assembling automobiles
b) purchasing materials and supplies
c) managing inventory
d) customer support
a) assembling automobiles
Which of the following is the correct sequence describing the evolution of operations management?

a) efficiency, customizations, quality service, sustainability, and time-based competition
b) quality, efficiency, time-based competition, sustainability, customization, and service
c) efficiency, quality, customization, time-based competition, service, and sustainability
d) quality service, customization, time-based competition, efficiency, and sustainability
c) efficiency, quality, customization, time-based competition, service, and sustainability
Which of the following is NOT one of the three major perspectives (dimensions) of sustainability?

a) global sustainability
b) environmental sustainability
c) economic sustainability
d) social sustainability
a) global sustainability
Hotel revenue per full-time employee are examples of _ measures.

a) reliability
b) flexibility
c) sustainability
d) productivity
d) productivity
Key measures of innovation and learning include _.

a) supply-chain performance
b) processing time
c) percentage of new products developed
d) the variance around the average time
c) percentage of new products developed
According to research, which of the following is key dimension that customers asses service quality?

a) operational efficiency
b) flexibility
c) empathy
d) queue time
c) empathy
Which of the following is a financial performance measure at an organization level?

a) cost of quality
b) revenue and profit
c) budget variance
d) labor and materials costs
b) revenue and profit
Which of the following performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization?

a) the financial perspective
b) the customer perspective
c) the innovation and learning perspective
d) the internal perspective
d) the internal perspective
Where in its supply chain does Dell Inc. begin to use a pull system?

a) supplier
b) factory
c) customer
d) retailer
e) distribution center
a) supplier
A(n) _ seeks to balance capacity and demand, might use only a few large distribution centers, and minimize costs routing products from factories to retail stores and customer?

a) responsive supply chain
b) efficient supply chain
c) push system
d) pull system
b) efficient supply chain
A(n) _ produces in advance of customer demand using a forecast of sales and moves them to points of sale where they are stores as finished goods inventory?

a) responsive supply chain
b) efficient supply chain
c) push system
d) pull system
c) push system
Subway's sandwich process is best described as?

a) custom or make-to-order
b) option or assemble-to-order
c) standard or make-to-stock
d) a value (supply) chain
b) option or assemble-to-order
An accounting firm specializing in standard EZ tax returns filed online with a similar sequence of steps is best described as what type of process?

a) project
b) job shop
c) flow shop
d) continuous flow
c) flow shop
Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to?

a) being below the diagonal
b) continuous flow processes
c) customer-routed services
d) provider-routed services
d) provider-routed services
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