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mgmt 300 ch 1 collier
Terms in this set (45)
How might capacity decisions affect a business that is reliant on speed of service? Select the best answer.
Capacity should match the maximum demand for the service so overall there is no shortage at the end of the time period.
Building a high-performing organization with a capable leadership and workforce is an example of _____ sustainability.
North Zone Bank gives all its customers a complimentary credit card along with a custom-made wallet when they open an account with the bank. The credit card and the wallet are examples of _____ offered by the bank
A high end car dealership wants to offer customers a variant as part of their customer benefit package. What type of service would mostly likely be considered a variant?
A nail Manicure Service
Which is a similarity between goods and services?
Both can be standardized for the mass market or customized to individual needs.
Conducting disaster training for hurricanes, earthquakes and other environmental disasters is an example of a business following __________ sustainability practices?
A __________ good is one that lasts for less than three years or is no longer useful once it's used.
__________ refers to an organization's ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.
__________ sustainability is an organization's commitment to maintain healthy communities and improve the quality of life.
A __________ good is one that does not quickly wear out and typically lasts at least three years.
Purchasing is a key activity performed by operations managers that involves:
Coordinating the acquisitions, supplies and services
In the context of the pre- and post production services perspective of a value chain, which statement is true of pre production services?
They focus on gaining a customer.
Which statement is true of service facilities?
They need to be in close proximity to customers.
Which statement is true of sustainability?
Sustainability practices lead to better public perception.
Training your employees to work safely is an example of _____ sustainability.
A __________ is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.
Jason and his friend went to a coffee shop. They ordered two cappuccinos and received a complimentary chocolate waffle and cookie along with their order. In the context of a customer benefit package (CBP), the chocolate waffle and the cookie are:
Service encounter design is a key activity performed by operations managers that involves:
Determining how to recover from service upsets
In order to increase value, an organization must:
Decrease price or cost while holding perceived benefits constant
Which statement identifies a difference between goods and services?
Goods can be stored as physical inventory, whereas services cannot be stored as physical inventory.
In the context of the pre- and postproduction services perspective of a value chain, which are postproduction services of a value chain?
Recycling and remanufacturing initiatives
__________ are warehouses that act as intermediaries between factories and customers, shipping directly to customers or to retail stores where products are made available to customers.
Which statement is true of a value chain?
The pre- and postservice framework of a value chain emphasizes that service is a critical component of traditional manufacturing processes.
_____ is defined as the perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them.
_____ management is defined as the science and art of ensuring that goods and services are created and delivered successfully to customers.
__________ is a key activity performed by operations managers that involves deciding the best way to assign people to work tasks and responsibilities.
When business analytics is used to understand past and current performance, it is called _____.
Which can be classified as a support process in a business?
A _____ is a sequence of activities that is intended to create a certain result, such as a physical good, a service, or information.
Which statement is true of operations management (OM)?
OM is the only function by which managers can directly affect the value provided to all stakeholders.
A __________ is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.
Ensuring consumer safety in using goods and services is an example of _____ sustainability.
In the context of the pre- and postproduction services perspective of a value chain, which statement is true of postproduction services?
They focus on keeping existing customers.
Which statement is true of goods?
Goods-producing industries rely on machines and hard technology to perform work.
Predictive analytics are used by organizations to:
envisage the future by detecting patterns and relationships in data.
Which is an example of a general management process in a business?
Which is an example of a primary service?
The cooling provided by an air conditioner
Which statement is true of service employees?
They require good human interaction skills and strong cross-selling skills.
A gracious welcome by an employee at the hotel check-in counter is an example of:
A moment of truth
In the context of customer benefit packages, __________ services are those that are not essential to the primary service, but enhance it.
__________ s an example of a nondurable good.
Jane is planning to go on a camping trip. She purchases a bottle of mineral water, a pack of biscuits, a small tube of toothpaste, and a toothbrush from the supermarket near her house. The items that Jane has purchased from the supermarket are _____ goods.
Which statement best explains why employee scheduling in a fast food restaurant is important?
because the customers expect a short wait time and food is not usually made until the customer orders
Which statement is true of goods-producing processes?
They are mechanistic and controllable because of the lack of customer participation.
__________ refers to raw materials, works-in-process, or finished goods that are maintained to support production or satisfy customer demand.
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