Question 1

__________refers to an organization's ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.

Accepted Answer

A)   Sustainability
B)   Scalability
C)   Scheduling
D)   ForecastingE) A) and B)
F) B) and D)

Question 2

Vehicles, furniture, and dishwashers are examples of nondurable goods.

Accepted Answer

A) True 
 B)False

Question 3

A__________is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.

Accepted Answer

A)   product-process matrix
B)   product life cycle
C)   value chain
D)   business cycleE) None of the above
F) A) and B)

Question 4

Which of the following statements is true of goods

Accepted Answer

A)   Goods-producing industries rely on machines and hard technology to perform work.
B)   Goods-producing employees require stronger behavioral skills than physical skills.
C)   The demand for goods is more difficult to predict than the demand for services.
D)   Durable goods are those that are no longer useful once they are used.E) None of the above
F) C) and D)

Question 5

In order to increase value, an organization must:

Accepted Answer

A)   increase perceived benefits while decreasing actual benefits.
B)   increase both perceived benefits and price or cost proportionally.
C)   decrease both perceived benefits and price or cost proportionally.
D)   decrease price or cost while holding perceived benefits constant.E) All of the above
F) B) and D)

Question 6

A__________is a customer benefit package (CBP)  feature that departs from the standard CBP and is normally location specific or firm specific.

Accepted Answer

A)   bottleneck
B)   peripheral product
C)   core product
D)   variantE) B) and C)
F) A) and C)

Question 7

Which of the following statements is true of goods-producing processes

Accepted Answer

A)   They use employees as a substitute for physical inventory.
B)   They require extensive customer participation in service creation and delivery.
C)   They require more flexibility and adaptation to special circumstances than service processes.
D)   They are mechanistic and controllable because of the lack of customer participation.E) A) and B)
F) All of the above

Question 8

In the context of customer benefit packages,__________are those that are not essential to the primary service, but enhance it.

Accepted Answer

A)   core services
B)   tertiary services
C)   peripheral services
D)   central servicesE) A) and C)
F) None of the above

Question 9

In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of postproduction services

Accepted Answer

A)   They focus solely on gaining new customers.
B)   They include contract negotiations.
C)   They focus on keeping existing customers.
D)   They include good and service guarantees.E) All of the above
F) B) and C)

Question 10

When business analytics is used to understand past and current performance, it is called _____.

Accepted Answer

A)   decision analytics
B)   descriptive analytics
C)   predictive analytics
D)   prescriptive analyticsE) A) and B)
F) A) and C)

Question 11

Preproduction services of a value chain include warranty and claim services.

Accepted Answer

A) True 
 B)False

Question 12

The intangible nature of a service makes it difficult to keep a competitor from copying a service encounter design.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is an example of a primary service

Accepted Answer

A)   The cooling provided by an air conditioner
B)   The customer service hotline of an electronics company
C)   A pen drive given along with a laptop
D)   An antivirus program given along with a smartphoneE) None of the above
F) B) and D)

Question 14

Which of the following is a similarity between goods and services

Accepted Answer

A)   Both can be standardized for the mass market or customized to individual needs.
B)   Both use physical inventory as a buffer for fluctuations in demand.
C)   Both require customers to participate extensively in the creation and delivery processes.
D)   Both can be protected by patents owing to their tangible nature.E) B) and C)
F) None of the above

Question 15

Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.

Accepted Answer

A) True 
 B)False

Question 16

Service encounter design is a key activity performed by operations managers that involves:

Accepted Answer

A)   managing the flow of materials, information, people, and money from suppliers to customers.
B)   ensuring that the right amount of resources is available when needed.
C)   predicting the future demand for raw materials, finished goods, and services.
D)   determining how to recover from service upsets.E) B) and D)
F) B) and C)

Question 17

A__________is one that is no longer useful once it's used, or lasts for less than three years.

Accepted Answer

A)   heavy-duty good
B)   nondurable good
C)   hard good
D)   slow-moving consumer goodE) B) and C)
F) A) and D)

Question 18

__________is an example of a nondurable good.

Accepted Answer

A)   An airplane
B)   Software
C)   Furniture
D)   A dishwasherE) B) and D)
F) A) and D)

Question 19

In the context of the pre- and postproduction services perspective of a value chain, which of the following are postproduction services of a value chain

Accepted Answer

A)   Purchasing services
B)   Recycling and remanufacturing initiatives
C)   Contract negotiations
D)   Product and service guaranteesE) B) and C)
F) None of the above

Question 20

__________are warehouses that act as intermediaries between factories and customers, shipping directly to customers or to retail stores where products are made available to customers.

Accepted Answer

A)   Production centers
B)   Distribution centers
C)   Cost centers
D)   Business recovery centersE) A) and C)
F) All of the above

Exam 1: Operations Management and Value Chains

Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.

Correct AnswerverifiedShow Answer

Preproduction services of a value chain include warranty and claim services.

Correct AnswerverifiedShow Answer

__________refers to an organization's ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.

Correct AnswerverifiedShow Answer

Which of the following is an example of a primary service

Correct AnswerverifiedShow Answer

A__________is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.

Correct AnswerverifiedShow Answer

Vehicles, furniture, and dishwashers are examples of nondurable goods.

Correct AnswerverifiedShow Answer

Which of the following statements is true of goods

Correct AnswerverifiedShow Answer

In order to increase value, an organization must:

Correct AnswerverifiedShow Answer

A__________is one that is no longer useful once it's used, or lasts for less than three years.

Correct AnswerverifiedShow Answer

The intangible nature of a service makes it difficult to keep a competitor from copying a service encounter design.

Correct AnswerverifiedShow Answer

Which of the following statements is true of goods-producing processes

Correct AnswerverifiedShow Answer

__________is an example of a nondurable good.

Correct AnswerverifiedShow Answer

Service encounter design is a key activity performed by operations managers that involves:

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In the context of customer benefit packages,__________are those that are not essential to the primary service, but enhance it.

Correct AnswerverifiedShow Answer

__________are warehouses that act as intermediaries between factories and customers, shipping directly to customers or to retail stores where products are made available to customers.

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In the context of the pre- and postproduction services perspective of a value chain, which of the following are postproduction services of a value chain

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When business analytics is used to understand past and current performance, it is called _____.

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Which of the following is a similarity between goods and services

Correct AnswerverifiedShow Answer

In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of postproduction services

Correct AnswerverifiedShow Answer

A__________is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.

Correct AnswerverifiedShow Answer

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