a.	Translating market knowledge into goods, services, andprocesses
	b.	Continually learning and adapting to global and environmentalchanges
	c.	Managing cash flows and strategic investments
	d.	Exploiting technology to improve productivity

2 points

Question 2

Computer software would be an example of a

	a.	Durable good
	b.	Nondurable good
	c.	Service
	d.	Value creation process

2 points

Question 3

Which one of the following best represents a pure service?

	a.	Bank loans
	b.	Computer diagnosis and repair
	c.	Attending a play
	d.	Fast food restaurant

2 points

Question 4

Which one of the following best represents a pure good?

	a.	Salt
	b.	Fast food
	c.	Attending a play
	d.	Automobile repair

2 points

Question 5

Which of the following is not true regarding thedifferences between goods and services?

	a.	Demand for services is easier to forecast
	b.	Customers participate in many services
	c.	Services cannot be stored as physical inventory
	d.	Patents do not protect services

2 points

Question 6

A customer benefit package (CBP)

	a.	Includes only core offerings
	b.	Includes only peripheral offerings
	c.	Includes either core or peripheral offerings but not both
	d.	Includes both core offerings as well as peripheral offerings

2 points

Question 7

In relating operations management and the customer benefitpackage (CBP), which is the correct timing sequence?

	a.	The operating system design leads to customer needs andexpectations, which leads to customer benefit package
	b.	The customer benefit package leads to customer needs andexpectations, which leads to the design of the operating system
	c.	Customer needs and expectations leads to the customer benefitpackage, which leads to the design of the operating system
	d.	Order is not important

2 points

Question 8

Support processes would typically include all but which of thefollowing:

	a.	Managing inventory
	b.	Customer help desk operations
	c.	Research and development
	d.	Manufacturing and assembly

2 points

Question 9

Which of the following is the correct sequence describing theevolution of OM?

	a.	Efficiency, customization, quality, service, time-basedcompetition
	b.	Quality, efficiency, time-based competition, customization,service
	c.	Efficiency, quality, customization, time-based competition,service
	d.	Quality, service, customization, time-based competition,efficiency

2 points

Question 10

The following terms -- interchangeability of parts, division oflabor, highly repetitive tasks -- best relate to focus on____.

	a.	Flexibility
	b.	Efficiency
	c.	Quality
	d.	Time

2 points

Question 11

The quality revolution is most related to ...

	a.	Continuous improvement
	b.	Mass production
	c.	Time-based competition
	d.	Service

2 points

Question 12

Which of the following is not a current challenge to OM?

	a.	Globalization
	b.	Technology
	c.	The workforce
	d.	Mass production

2 points

Question 13

The OM perspective of a value creation process applies mostto

	a.	Universities
	b.	Hospitals
	c.	Manufacturers of dishwashers
	d.	All the answers are correct

2 points

Question 14

Which is generally related to service operations?

	a.	Tangible product
	b.	Need for flexible capacity
	c.	Separation of production from consumption
	d.	Large amount of inventory

2 points

Question 15

A support process could be all of the following except

	a.	Assembling automobiles
	b.	Purchasing materials and supplies
	c.	Managing inventory
	d.	Installation

2 points

Question 16

An example of a moment of truth for a college visit would notbe

	a.	Receiving an email from an admissions officer
	b.	Finding a building using a campus map
	c.	Meeting with an academic counselor
	d.	Asking a parking attendant for directions to the highway

2 points

Question 17

Service management skills would include all of the followingexcept

	a.	Accounting and finance
	b.	Knowledge and technical expertise about operations
	c.	Marketing and cross-selling
	d.	Human interaction

2 points

Question 18

A firm's ability to achieve market and financial superiorityover its competitors is called

	a.	Operations strategy
	b.	Strategic planning
	c.	Competitive advantage
	d.	Competitive priority

2 points

Question 19

In an automobile, which of the following would not beconsidered an order winner?

	a.	Self-Parking capability
	b.	Voice -activated music system
	c.	Front seat air bags
	d.	Collision avoidance system

2 points

Question 20

Requirements that are expected in a good or service arecalled

	a.	Order Qualifiers
	b.	Order Satisfiers
	c.	Order Exciters
	d.	Order winners

2 points

Question 21

With regard to the three types of customer attributes inevaluating the quality of goods and services, those associated withhaving a meal in a restaurant such as taste of the food andcourtesy of the server would best be classified as

	a.	Search attributes
	b.	Experience attributes
	c.	Credence attributes
	d.	All of these

2 points

Question 22

In regard to ways customers evaluate services compared to theirevaluation of goods, which of the following is nottrue?

	a.	For services, customers seek and rely more on personal sourcesof information
	b.	Customers normally adopt innovations in services faster
	c.	Customers perceive greater results when buying services
	d.	Dissatisfaction with services is often the result of acustomer's inability to properly perform or co-produce their partof the service

2 points

Question 23

Which of the following does not describe how customers evaluateservices in a manner that differs from the way they evaluategoods?

	a.	Customers rely on more information from personal sources
	b.	Customers perceive greater risks
	c.	Customers cannot form a priori expectations of expected servicequality
	d.	Dissatisfaction often results from a customer's inability toproperly co-produce the service

2 points

Question 24

Which of the following is not generally considered acompetitive priority?

	a.	Time
	b.	Flexibility
	c.	Innovation
	d.	Infrastructure

2 points

Question 25

Regarding quality, which statement is not true?

	a.	Businesses offering premium quality goods usually have largermarket share and are early entrants into their market
	b.	Quality is positively and significantly related to higher returnon investment for almost all kinds of market situations
	c.	A strategy of quality improvement usually leads to increasedmarket share but at a cost in terms of reduced short-runprofits
	d.	High goods quality producers can usually excel by charging lowprices

2 points

Question 26

Families of goods or services having similar characteristics ormethods of creation are called

	a.	Core competencies
	b.	Corporate strategy
	c.	Strategic business units
	d.	Functional strategy

2 points

Question 27

Which of the following would not constitute an elementof operations infrastructure?

		Market segmentation
		Workforce
		Quality control
		Learning and innovation systems

2 points

Question 28

Professor Terry Hill has presented a four-loop framework foroperations strategy through an iterative and integrated process.The initial loop is

	a.	Operations evaluates the implications of competitive prioritiesin terms of process choices and infrastructure
	b.	Operations determines if process choice decisions andcapabilities are consistent with infrastructure capabilities
	c.	Operations input into corporate and marketing strategy
	d.	Ties together corporate strategy and marketing strategy

2 points

Question 29

Using the Four Key Decision Loops in Professor Terry Hill'sGeneric Strategy Framework, which statement is true?

	a.	The first loop ties strategy to operations.
	b.	Operations has no input loop into corporate strategy ormarketing.
	c.	Infrastructure decisions must come before process choicedecisions and capabilities.
	d.	The four loops are iterative and highly integrated.

2 points

Question 30

The text uses McDonald's to exemplify Professor Terry Hill'sGeneric Strategy Framework. The operating design choices ofresource scheduling, inventory placement and control andstandardized operational and job procedures relate best to thecorporate objective of ...

	a.	Profitable growth
	b.	Operational excellence
	c.	Leverage strengths through innovation and technology
	d.	Diversity

Answer rating: 100% (QA)

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