$(0)(0)(0)(0)0(0)$

$($P$)P$ P $P$ P $P$

$($a$)($a$)($a$)($a$)($a$)($a$)$

$()($S$)($s$)($S$)(5)($S$)$

$(1)($T$)(1)($T$)(1)(1)$

$($C$)()()()()($C$)$

$($v$)($V$)($V$)($V$)($V$)($V$)$

$($W$)$ W$.$ W$)$ W$.$ W W

$x,x,x,x,x$

$(1)()($Y$)(1)(1)$ C

$(2)(2)(2)(2)(2)(2)$

IDENTIFICATIO,

$(1)(0)(0)(0)(0$

$(1)(1)(1)(1)(1$

$(2)(2)(2)(2)(2$

product, or service capability; the other is a comprehensive system for achieving and sustaining business success.

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.

In mass service and professional service, the operations manager should focus extensively on:

A$)$ cost$-$cutting initiatives.

B$)$ automation.

C$)$ sophisticated scheduling.

D$)$ equipment maintenance.

E$)$ human resources.

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

A$)$ The hospital scores very highly in national studies of patient satisfaction.

B$)$ The design of patient rooms, even wall colors, reflects the hospital's culture of quality.

C$)$ The hospital's high quality is measured by low readmission rates, not patient satisfaction.

D$)$ The culture of quality at the hospital includes employees at all levels.

E$)$ The hospital uses a wide range of quality management techniques.