1. What indicates how value provided to the customer drives customer satisfaction and loyalty?

A. Service-profit chain

B. Productive employees

C. Internal service quality

D. Outsourcing of services

2. How many types of mass customization are there?

A. Three

B. Five

C. Four

D. Six

3. How can service processes be distinguished?

A. Procurement and logistics

B. Back office and front office

C. Customer order and delivery

D. Pricing and marketing

4. What does the make-to-order cycle of production begins with?

A. The purchase order

B. The customer order

C. The process order

D. The retail order

5. What trends present opportunities and challenges?

A. High efficiency and customer loyalty

B. Service offshoring and outsourcing

C. Production and distribution

D. Artificial intelligence and employee retention

6. Which element is outside of the service-product bundle?

A. Implicit Service

B. Facilitating goods

C. Selective service

D. Explicit service

7. Which one defines process decisions over time?

A. Linear

B. Dynamic

C.Curve

D.Wave

8. What provides a way for operations to know exactly what is required?

A. Customer Service

B. Low Cost

C. Service Guarantee

D. High Inventory

9. What does the make-to-stock process begin with?

A. The order

B. The picker

C. The producer

D. The shipper