Assignment Quiz

1. A Customer-Satisfaction Management system indicates the customer ratings and a customer's likely future buyer behaviour:

1 point

True

False

2. A programmable machine designed to handle materials or tools in the performance of a variety of tasks is called a:*

1 point

Flexible manufacturing system

Robot

Computer Numerical Control Machine

None of the above

3. Customer Service Relationship Management, helps firms gain and maintain a competitive advantage by:*

1 point

Segmenting Markets

Tracking Sales trends and advertising effectiveness

Identifying a target market

All of the above

4. Low prices can be achieved by, low productivity and low capacity utilization:

1 point

True

False

5. ______________ involves the vertical expansion of job duties to give workers more responsibilities.*

1 point

Job Enlargement

Job Enrichment

Both a and b

None of the above

6. Offerings that are not essential to the primary good or service, but enhance it is known as:*

1 point

Primary good or service

A Variant

Peripheral goods or services

All of the above

7. When customers are evaluating goods and services, some items are more difficult to evaluate than others. Products or services that are difficult to evaluate will include which types of products or services:*

1 point

Houses

Vacations

Tooth Root Canal

All of the above

8. Grassroots forecasting asks those individuals who are close to the end consumers about customers' purchasing plans.*

1 point

True

False

9. Please list five performance measurement categories, and provide a two to three sentence discussion on each performance measurement categories. (10 Marks)*

10 points

Your answer__________________________________________________________

10. Made according to a fixed design that leaves the customers with no options to choose from is known as:*

1 point

Custom or make-to-order

Option or assemble-to-order

Standard or make-to-stock

All of the above

11. Hill's Strategy Development Framework discusses overall strategy of an organization, what are the specific strategies that are used when looking at the operations strategy, operations design choices:*

1 point

Types of Processes and alternative designs

Economic Sustainability

Level of innovation

None of the above

12. Goods that are produced in upstream stages in the supply chain in response to customer demand signals from downstream stages is known as a push system.*

1 point

True

False

13. A ______________________ focusses on flexibility and responsive service and are able to react quickly to changing market demand and requirements.*

1 point

Push System

Pull System

Responsive Supply Chains

Postponement

14. The Triple bottom line is the measurement of sustainability related to:*

1 point

Social Factors

Marketing

Political Factors

All of the above

15. Safety involves designing injury-proof working environments and educating employees about the proper use of equipment and methods.*

1 point

True

False

16. Application of the internet, computer software, and information system is known as hard technology:

1 point

True

False

17. Judgemental forecasting relies upon opinions and expertise of people in developing forecasts. The approaches to Judgemental forecasting include:*

1 point

Grassroots Forecasting

Delphi Method

Both a and b

None of the above

18. Organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers is known as:*

1 point

Projects

Job Shop Processes

Flow Shop Processes

Continuous Flow Processes

19. A specific unit of work required to create an output is called an activity.*

1 point

True

False

20. One of the key activities of an operation Manager is to create a marketing plan for the overall operations:*

1 point

True

False

21. Characterized by repeatable periods of ups and downs over short periods of time is known as:*

1 point

A Trend

Cyclical Patterns

Random Variation (Noise)

Seasonal Patterns

22. The process of acquiring and consolidating elements of a value chain to achieve more control is called:*

1 point

Backward Integration

Vertical Integration

Forward Integration

Both a and b

23. In order to motivate and retain good service providers, please identify at least four key motivational factors that can be used to provide good results. (4 Marks)*

4 points

Your answer_____________________________________________

24. The process by which a model is constructed to test a product's performance under actual operating conditions is known as prototype testing.*

1 point

True

False

25. The ability to provide goods and services to customers with minimum waste and maximum utilization of resources is known as:*

1 point

Operational Efficiency

Productivity

Innovation

Learning

26. An explicit service guarantee is:*

1 point

Given in writing

Not Given in writing

An understanding in everything a service provider does

None of the above

27. With respect to how customers evaluate goods and services, please provide three examples of businesses in the high services content, and three examples of businesses in the high goods content. (6 Marks)*

6 points

Your answer________________________________________________________

28. An operations manager has many responsibilities, the key activities that an operations manager includes:*

1 point

Forecasting

Quality Management

Inventory Management

All of the above

29. _______________Focusses on purchasing, managing inventory, installation, health benefits, technology acquisition, day care services and research.*

1 point

Core

Support

General Management

Senior Management

30. A fixed location layout, consolidates the necessary resources to manufacture a good or deliver a service in one physical location.*

1 point

True

False

31. In order to help recognize and reward employees, operation managers need to help motivate and retain excellent service providers by:*

1 point

Offering a low compensation system

Offering workers more hours with same pay

Offering good recognition programs to their workers

Provide advancement to family members and friends only

32. _________________occurs when a work center completes a unit but cannot release it because the in-process storage at the next stage is full:*

1 point

Flow-Blocking

Lack-of-work (Starving)

Both a and b

None of the above

33. Aspects of a good or service that the customer believes in and cannot be discerned even after making a purchase and consumption is known as a:*

1 point

Search attribute

Experience Attribute

Credence Attribute

None of the above