1. What is a typical offshore managerial concern?

	a.	Scale
	b.	High costs
	c.	High turnover
	d.	All of the above

2. The promised personnel reductions at the high-contact facility may not occur because

	a.	The necessity of keeping high-contact workers for customer service requirements.
	b.	Employee integrality.
	c.	Managerial philosophy in laying-off employees.
	d.	All of the above

3. The offshored unit can be

	a.	Captive
	b.	Outsourced
	c.	Either A or B
	d.	Neither A or B

4. Which best describes the overall time the process takes from beginning to end?

	a.	Cycle time
	b.	Flow rate
	c.	Throughput time
	d.	Both a and c

5. Which of the following best describes memorabilia?

	a.	The time aspects of the experience as they relate to the individual
	b.	Incorporating flexibility into the system to allow different customers to create their own use environment during their interaction with the service
	c.	Generates dialog about the experience, encouraging word-of-mouth
	d.	Ties together all elements of the context into a unifying story that captivates the customer

6. Which of the following is a typical escapist experience?

	a.	Watching TV
	b.	Playing casino
	c.	Viewing the Northern Lights
	d.	Interacting with instructors

7. ______ has a more recent increase in offshoring.

	a.	Manufacturing
	b.	Services
	c.	Both A and B
	d.	Neither A or B

8. In the planning state, when the accuracy of a model is increased, ____ will be decreased.

	a.	its complexity
	b.	its development time
	c.	its expertise
	d.	None of the above