Service organizations generally
are in close proximity to the customer
rely on physical inventory
take advantage of patents
can delegate human behavior and marketing skills
Which one of the following has the highest goods content?
The quality revolution is most related to
A golf simulator in a retail sports store is an example of
non- durable goods replacing services
Service management skills would include all of the following except
accounting and finance
knowledge and technical expertise about operations
marketing and cross-selling
The three issues that are at the core of operations management include all of the following except
Which of the following would be the lowest in goods content and highest in service content?
fast food restaurant
attending a theater production
getting an oil change for your car
filling a medical prescription
Support processes would typically include all of the following except
customer help desk operations
research and development
manufacturing and assembly
A support process could be any of the following except
purchasing materials and supplies
installing a product
Which of the following is not a key activity of an operations manager?
translating market knowledge into goods, services, and processes
continually learning and adapting to global and environmental changes
managing cash flows and strategic investments
exploiting technology to improve productivity
A value creation process could be any of the following except
shipping a customer’s order
providing a home mortgage
assembling a dishwasher
purchasing production material
Moving to another question will save this response.
Which of the following is not a current challenge to OM?
Which one of the following is not an example of biztainment?
virtual factory tours
Which of the following is the correct sequence describing the evolution of operations management?
efficiency, customization, quality, service, sustainability, time-based competition
quality, efficiency, time-based competition, sustainability, customization, service
efficiency, quality, customization, time-based competition, service, sustainability
quality, service, customization, time-based competition, efficiency, sustainability
In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?
Operating system processes lead to customer needs and expectations, which lead to customer benefit package.
Customer benefit package leads to customer needs and expectations, which lead to operating system processes.
Customer needs and expectations lead to customer benefit package, which leads to operating system processes.
Customer needs and expectations lead to operating system processes, which lead to customer benefit package.
Which of the following generally does not result from vertical integration?
less control over cost
more control over quality
more complexity in managing
higher levels of risk
When break-even analysis is applied to an outsourcing decision, the breakeven quantity is
the ratio of fixed costs to the difference between variable outsourcing cost and variable in-house production cost
the ratio of the difference between variable outsourcing cost and variable in-house production cost to fixed costs
the product of the variable costs times the fixed costs
the product of the variable costs times the production quantity
The control of Wal-Mart’s value chain is ______, while the control of General Electric’s is ________.
post-production focused, preproduction focused
backward integrated, forward integrated
From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered
the same as offshoring
the opposite of vertical integration
the opposite of backward integration
the same as diversifying
Operational structure of the value chain deals with
configuration of resources
Computer software would be an example of
an intangible good
a nondurable good
a value creation process
Which of the following is not normally considered a variable cost?
For a restaurant, order-taking, bill payment and home delivery would be considered
The first, second, and third waves of outsourcing experienced by the U.S. are
goods-producing jobs, simple service work, skilled knowledge work
simple service work, goods-producing jobs, skilled knowledge work
simple service work, skilled knowledge work, goods-producing jobs
skilled knowledge work, simple service work, goods-producing jobs
“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” is the definition of
____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.
Value chain integration
In the value chain model for a hospital, patients, drugs and staff would be considered
A company has two alternatives for meeting a customer requirement for 9,000 units of a specialty molding. If done in-house, fixed cost would be $350,000, with variable cost at $30 per unit. If outsourced, the cost is $80 per unit. Determine the breakeven point and determine if they should make the item in-house or outsource it.
breakeven point = 7,000 units; outsource
breakeven point = 7,000 units; make in-house
breakeven point = 11,667 units; outsource
breakeven point = 11,667 units; make in-house
The United States has experienced three waves of outsourcing. Which of the following isnotone of the waves?
skilled knowledge work
simple service work
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