1. The process that designs and develops new products and services is called the: A. customer relationship process.

B. supplier relationship process.

C. order fulfillment process.

D. new service development process.

2. An example of a tactical decision that an operations manager is typically involved in is:

A. the sequence of customer orders to process.

B. how to measure and improve process performance.

C. the development and organization of a value chain.

3. whether to expand operations globally.

Refresh your understanding of the word customer on operations management and identify the statement that is TRUE.

A. Only service organizations have external customers because service is provided in the presence of a customer.

B. Customers can be internal or external in both manufacturing and service operations.

C. Manufacturing systems can have only internal customers because other departments are responsible for serving the external customer.

D. The concept of an external customer is no longer relevant because delivery is given by third-party distribution companies.

4 .The process that facilitates the placement of orders and identifies, attracts, and builds relationships with external customers is called the:

A. customer relationship process.

B. order fulfillment process.

C. supplier relationship process.

D. new service development process.

5. We have viewed operations management in several different ways. One acceptable view of operations management is as a:

A. set of decisions related to product pricing and marketing.

B. corporate function in which the best way to finance corporate assets is determined.

C. system wherein inputs pass through one or more operations and are transformed into outputs (goods or services).

D. set of decisions related to budgeting the annual resources between different functional areas.