QUESTION $1$

Why are customer focus groups, surveys, questionnaires, prototypes that are tested so important?

a$.$ They tell how much variability there is in a process.

b$.$ They tell us how much flow time $($cycle time$)$ there is in a process.

c$.$ They tell us whether the customer likes the product or service.

d$.$ They tell us whether the customer likes the process used to create the product or deliver the service.

QUESTION $2$

Which sentence regarding goods and services is not true?

a$.$ Some significant differences exist between goods and services that create different demands on the operations function.

b$.$ A service is any primary or complementary activity that does not directly produce a physical product.

c$.$ Designing and managing operations in a goods$-$producing firm is quite similar to that in a service$-$providing organization.

d$.$ Services that do not involve significant interaction with customers can be managed much the same as goods in a factory.