QUESTION 1 When developing an operations strategy, the first step is Finding order winners, order losers, and order qualifiers b. Setting the vision/mission C. Positioning the firm Assessing core competencies e None of the answers are correct QUESTION 2 When developing an operations strategy, the step that requires one to know your own strengths is . Finding order winners, order losers, and order qualifiers Assessing core competencies Setting the vision/mission od Positioning the firm e. None of the answers are correct. QUESTION 3 To say that services are intangible would mean a Services cannot be inventoried b. There are low barriers to entry for competitors C. Both a and b d. Neither a norb QUESTION 4 A definition of quality includes price because a The price should reflect all of the effort necessary for good quality Only expensive items have high quality C. None of the answers are correct Our expectations of quality depend on what we pay Only low-cost items have high quality QUESTION 5 Competing on cost requires one to a. Have multiple items on hand to handle all types of requests b. Perform constant training on employees C. None of these are correct d. Have great communication linkages e. Look for ways to cut expenses in all areas of the business The benefits of a repeat customer include Repeat customers do marketing for you Repeat customers do not require as much marketing Repeat customers are more likely to buy more and a greater variety d. None of the answers are correct e. All of the answers are correct QUESTION 7 The five types of transportation in order of cost from lowest to highest (on a per unit basis) are a. Pipeline, rail, trucking, water, air b. Pipeline, water, rail, trucking, air Air, pipeline, trucking, water, rail dAir, trucking, rail, water, pipeline e None of the answers are correct QUESTION 8 Air is a great transportation mode If the package is small and speed is urgent If it is a bulk product like coal If you need great flexibility d. None of the answers are correct If you are not as concerned with on-time performance QUESTION 9 The rules of flow management include a. All of the answers are correct b. Minimize flow when possible C. None of the answers are correct od Maximize directed flow paths e. Automate when possible since its cheaper than Labor QUESTION 10 Total Quality Management demands the use of Statistical Process Control because Using numbers makes employees take management more seriously Employees should be able to monitor their own work in order to be responsible for quality Employees should not be held accountable for variability outside of their control. d. Both b and care true. e. None of the answers are correct QUESTION 11 TQM teaches that quality is top down meaning d. Management must motivate and train their employees to do quality work even if it costs more to do so. b. None of the answers are correct. The work of lower levels is not that important in determining quality Management should constantly be pushing employees to do better work e Management must also demonstrate quality in their jobs QUESTION 12 Determining Order Winners, Order Qualifiers and Order Losers is just another way to a. None of the answers are correct b. Truly understand the market in which you are competing Decide how you plan to compete Truly know your own strengths and weaknesses Have a focus for the firm QUESTION 13 Which of the factors below is most necessary when considering the location of a retail store? Proximity to Raw Materials b. Proximity to Customers c. All of the answers are correct Proximity to Transportation Sources e. None of the answers are correct QUESTION 14 Which of the following describes the conflict between the service organization and the customer in the service encounter triad? a Standardization vs. Customization Perceived Control C. All of the answers are correct. d Standardization vs. Autonomy None of the answers are correct QUESTION 15 The essence of the phrase "Quality is Everyone's Responsibility" in TQM is that Everyone should be held accountable to some standard of performance. b. Management must also demonstrate quality in their performance C. Everyone should be a part of the Quality Control Department d. Both a and b e. Both b and QUESTION 16 A company that might be targeting the ethical customer is a. Chick-fil-A closing on Sunday b. All of the examples are correct CA Black-owned business seeking Black support d. None of the examples are correct. A Green company advertising to environmental activists QUESTION 17 Which of the following is most likely to have problems with WIP? a Project-focused layout b. Product-focused layout Cellular or hybrid layout d. Process focused layout e. None of the answers are correct QUESTION 18 Competing on flexibility requires one to a. None of the above b. Perform constant training on employees Have great communication linkages od Look for ways to cut expenses in all areas of the business Have multiple items on hand to handle all types of requests QUESTION 19 The main advantage of using rail for transportation is a. Flexibility b. None of these are correct. On-time performance d. Low amount of damages e Cost QUESTION 20 The advantage(s) of single-sourcing in procurement is(are) a Quality may suffer since no alternatives exist. If that one source has an issue, your entire operation is in trouble. C. You have a collaborative relationship with this one supplier that actually allows more checks and balances. You can play your different suppliers against each other to get best prices, QUESTION 21 Which of the examples below would you expect to use the technique that ensures all locations can be reached in a certain time versus the technique that minimizes average distance traveled? Locating a warehouse to serve a roup of retail locations Locating a retail store within a certain demographic Locating five stations to serve a community d None of the answers are correct All of the answers are correct QUESTION 22 In the Service Encounter Triad, the three elements are M ager, Client and Lawyer Government Contact Personnel and Customer Service organization Contact Personal and Customer Non these are correct Service on Government, and Customer