Ch.1

Total Quality Management (TQM) became popular during what time frame?

1980

A network can be added for which of the following?

Any manufacturing or service

______ takes a fresh look at what the organization is trying to do in all its business processes, and then eliminating non-value-added steps and computerizing the remaining ones to achieve the desired outcome.

Business process reengineering

Service businesses can be categorized as four main types. Which of the following is not one of those types

Businesses that impact other businesses

A company known for delivering high-volume standardized goods and services is

McDonald's

What is defined as the design, operation, and improvement of the systems that create and deliver the firm's primary products and services.

Ops AND supply chain management

Where does medical care fall on the goods-service continuum?

Pure services

There are five essential differences between services and goods. Which of the following is not one of those differences? a. Services are perishable. b. Services require interaction with the customer. c. A service is an intangible process. d. Services are defined and evaluated as a package of features that affect the five senses. e. Services are inherently homogeneous.

Services are inherently homogeneous.

Location, decoration, layout, architectural appropriateness, and supporting equipment.

Supporting facility

What involves the analysis of data to better solve business problems?

business analytics

Examples of Internet of Things (IoT) devices include which of the following?

cameras, smart tvs, speakers

Doing the things that will create the most value for the company is known as

effectiveness

Doing something at the lowest possible cost is known as

efficiency

What refers to the use of the Internet as an essential element of business activity?

electronic commerce

Training of service personnel, consistency of service performance, availability and access to the service, and comprehensiveness of the service. a. Implicit services b. Supporting facility c. Explicit services D. Facilitating goods

explicit services

Variety, consistency, quantity of the physical goods that go with the service; for example, and the food items that accompany a meal service.

facilitating goods

Core ____ providers already provide a significant service component as part of their businesses.

good

Services generally vary from day to day and even hour to hour as a function of the attitudes of the customers and the servers. Which of the following are exceptions to this?

hard AND info technologies

Attitude of the servers, atmosphere, waiting time, status, privacy and security, and convenience.

implicit services

In the broadest sense, the of Things refers to everything connected to the Internet. It allows billions of devices to be connected to the Internet and is increasingly being used to define objects connected to the Internet that talk to each other including sensors, wearable technology, and smartphones.

internet

Just-in-time (JIT) production was pioneered by which country?

japan

When can a service innovation be patented?

never

Trends such as and mass customization are forcing companies to find flexible ways to meet customer demand.

outsourcing

Which of the following is not a component of the triple bottom line?

planning

a _____ is defined as one or more activities that turns inputs into outputs.

process

Building service activities into a firm's product offering is known as

product-service bundling

core _____ providers must integrate tangible goods.

service

When applied to business, the ability of an organization to meet the needs of its most immediate stakeholders (typically owners or stockholders) without sacrificing or ignoring the impact on other stakeholders is the definition of

sustainability

t or f; True or false: Business analytics is defined as the analysis of data to better solve business problems.

t

The attractiveness of a product relative to its cost is known as

value