T1 CH2
Which of the following companies made the advertising tagline, "Everyday low price," famous? Intel Pan-AM Compaq Computer Circuit City A&P
Answer: A&P
What are the two types of touch points? Acclimated; Utilitarian Accidental; Utilitarian Acquisition; Utilization Accidental; Universal Acclimated; Utilization Acquisition; Utilitarian
Answer: Acquisition; Utilization
Which of the following is not one of the steps in the DMAIC quality methodology?
Answer: Act
Which of the following is not one of the steps in the DMAIC quality methodology? Measure Control Define Act Improve
Answer: Act
Which of the following is not a process in the SCOR model/methodology? Activate Plan Deliver Source Make
Answer: Activate
_______________ processes influence how you deal with information; ________________ processes influence how you react to experiences. Affective; Conative Conative; Affective Cognitive; Affective Affective; Cognitive Cognitive; Conative
Answer: Cognitive; Affective
Which of the following customer-service strategies focuses on meeting industry standards in key operational areas like product quality, productivity, product availability, on-time delivery, and service reliability? Customer Service Strategy Customer Loyalty Strategy Customer Satisfaction Strategy Customer Delight Strategy Customer Success Strategy
Answer: Customer Service Strategy
Which of the following primary technology systems is needed to make sense of data by making hidden relationships visible? Data Display Data Capture Cloud Analytics Big Data Data Analytics Data Storage
Answer: Data Display
Which of the following is not one of the steps in the DMAIC quality methodology? Develop Measure Analyze Improve Control
Answer: Develop
Although service industries account for about 80% of jobs in the U.S. economy, they only represent about 40% of the U.S. GDP.
Answer: False
In the Internet age, delivery has been called the most vital factor to long-term competitive success.
Answer: False
In the Internet age, delivery has been called the most vital factor to long-term competitive success. TF
Answer: False
To really execute a customer satisfaction strategy, you need to find out how customers both perceive and measure your firm's performance.
Answer: False
Toyota's lean production system has documented that there is a single best or perfect way to make things.
Answer: False
When it comes to data capture, bricks-and-mortar stores like Walmart have a distinct advantage over their online rivals.
Answer: False
Which of the following is not a process in the SCOR model/methodology? Deliver Make Source Ideate Return
Answer: Ideate
Which of the following is not a critical design decision? Product Design Process Design Facility Layout Facility Location Inventory Management None of the above; i.e., they are all critical design decisions
Answer: Inventory Management
Which of the following is not true of expectancy disconfirmation theory? When customers buy something, expectations and experiences interact. Experiences that don't meet expectations lead to dissatisfaction. Experiences that exceed expectations achieve delight and lead to repeat business. Feelings of satisfaction (or dissatisfaction) influence future purchase decisions. None of the above, that is, they are all implications of expectancy disconfirmation theory
Answer: None of the above, that is, they are all implications of expectancy disconfirmation theory
Which of the following is not a process in the SCOR model/methodology? Plan Source Make Deliver Return None of the above; i.e., they are all core SCOR processes
Answer: None of the above; i.e., they are all core SCOR processes
_______________ and _______________ are primarily responsible for creating form utility.
Answer: Operations; Purchasing
_______________ and _______________ are primarily responsible for creating form utility. Research & Development; Finance Operations; Purchasing Marketing; Research & Development Operations; Human Resources Finance; Operations Purchasing; Marketing
Answer: Operations; Purchasing
An ____________________ fails to meet customers' minimal requirements, potentially costing you business—even when you perform well on all other dimensions. Order Innovator Order Winner Order Loser Order Qualifier
Answer: Order Loser
Which of the following is not an objective of proactive scanning? Promote an adaptable, forward-looking mind-set among managers and employees. Paint a picture of the future 20+ years into the future. Detect important cultural, economic, legal, political, and technological events and trends. Identify and define potential opportunities and threats. Help managers understand the company's strengths and weaknesses.
Answer: Paint a picture of the future 20+ years into the future.
What are the two primary types of scanning? Passive & Progressive Active & Proactive Passive & Proactive Legitimate & Symbolic Lame & Meaningful
Answer: Passive & Proactive
Which of the following represents the dark side of modern data analytics and the trend toward customer profiling? Predictive analytics reveals causality. Past buying behavior does not always predict future behavior. Although huge amounts of data can be collected, the tools for analyzing data are still rather unsophisticated. People never believe the data and the stories they tell. All of the above
Answer: Past buying behavior does not always predict future behavior.
As you look at a supply chain map, you can be confident you are looking at a winning supply chain if it depicts the right ______________ and the right _________________. Players; Price Price; Promotion Players; Products Products; Price Players; Relationships
Answer: Players; Relationships
Which of the following is not one of the core value dimensions? Cost Agility Process Improvement Quality Delivery Innovation None of the above; that is, they are all core value propositions.
Answer: Process Improvement
Value can only be realistically assessed from the standpoint of _________________. The Customer The CEO The Stock Price The Worker The Shareholder Senior Management
Answer: The Customer
Which of the following companies invented the lean six sigma paradigm shift? Samsung Toyota General Electric Sony Ford
Answer: Toyota
ABC classification relies on the Pareto principle. The Pareto principle observes that 80% of your customers drive 20% of the benefits.
Answer: True
An open systems view reiterates that companies operate in a dynamic, ever-changing environment, requiring managers to constantly adapt in order to remain competitive.
Answer: True
Supply chain management has become a strategic—i.e., a hot—business function because managers recognize how important creating customer value is in an increasingly competitive environment. TrueFalse
Answer: True
The value chain expresses the idea that different functions within the firm are interconnected and only by working together can the firm effectively create customer value and compete in a tough competitive environment.
Answer: True
Which of the following is almost always an order qualifier? a. Cost b. Delivery c. Agility d. Innovation
Answer: a. Cost
Which of the following approaches can help you mitigate the challenges of poor forecasts? a. Obtain and use the best, most recent information available b. Always use simple forecasting techniques c. Minimize inventory d. All of the above
Answer: a. Obtain and use the best, most recent information available
Which of the following accurately describes the bullwhip effect? a. The bullwhip effect argues that variations in supply magnify as they move downstream toward the customer. b. The bullwhip effect argues that variations in demand magnify as they move upstream toward suppliers. c. The bullwhip effect argues that every company needs to hold ample just-in-case inventory. d. The bullwhip effect argues that it is better to stock out than to hold inventory. e. All of the above f. c and d only
Answer: b. The bullwhip effect argues that variations in demand magnify as they move upstream toward suppliers.
Because services can't be shipped, you lose decision-making flexibility. ___________________ and _____________________ are everything. a. Location; Location b. Location; Interaction c. Location; Timing d. Interaction; Timing e. Interaction; Tangibility f. Tangibility; Timing
Answer: c. Location; Timing
By changing the manufacturing environment it is possible to achieve higher levels of performance across all value dimensions. Which of the following is a critical aspect of improving the environment? a. Increase process visibility b. Better share information c. Build a flexible workforce d. All of the above e. a and c only
Answer: d. All of the above
Which of the following accurately describe the bullwhip effect? a. The bullwhip effect argues that small changes in retail-level demand get magnified as they ripple upstream toward suppliers. b. The bullwhip effect argues that sharing point-of-sales information immediately with upstream members of the supply chain can reduce costs and improve service. c. The bullwhip effect argues that collaborative forecasting with supply chain partners can reduce costs and improve service. d. All of the above
Answer: d. All of the above
For which of the following do you use forecasts? a. Determine Capacity Needs b. Plan Production c. Refine Workforce Plans d. Determine Inventory Levels e. All of the above
Answer: e. All of the above
Which of the following accurately depict elements of a proactive scanning process? a. Look everywhere—both inside and outside the firm. b. Use a variety of tools—both formal and informal. c. Synthesize insights by looking for common themes and trends d. Communicate persuasively by creating a sticky message. e. All of the above f. a, b, and c only
Answer: e. All of the above
Which of the following are reasons why managers often struggle to work closely together to create customer value? a. Managers focus on improving their own firm's stock price. b. Metrics are short term and local—i.e., they focus on the here and now. c. Managers are too busy putting out fires to learn how to implement collaborative business models. d. Most managers don't possess collaboration skills. e. All of the above
Answer: e. All of the above
Which of the following is a factor that influenced the evolution of operations management? a. The industrial revolution b. The emergence of a consumer society c. Economic globalization d. eCommerce e. All of the above
Answer: e. All of the above
Which of the following are steps in ABC classification? a. Classify companies by sales b. Define line responsibility for each customer c. Modify classifications based on strategic issues d. Restructure companies based on size
Answer: e. a and c only
Which of the following are steps in ABC classification? a. Classify companies by sales b. Define line responsibility for each customer c. Modify classifications based on strategic issues d. Restructure companies based on size e. a and c only
Answer: e. a and c only
Which of the following activities play a key, but interconnected role in the value chain? a. Operations b. Logistics c. Marketing d. Finance e. Human Resources f. All of the above g. a, b, and c only
Answer: f. All of the above
Which of the following should you consider as part of the facility-location decision? a. Labor Costs b. Access to Customers c. Tax Rates d. Materials Costs e. Transportation Rates f. All of the above
Answer: f. All of the above
Which of the following hobbies illustrates a transformation process? a. Art b. Cooking c. Do-it-yourself projects d. Mountain biking e. All of the above f. a, b, and c Only
Answer: f. a, b, and c Only
Why should you care about needing to learn how to effectively manage services? a. Services are a small part of the economy b. Services are very different from manufacturing operations. c. Services productivity growth and innovation are critical to future prosperity. d. Services are overrated, but they are still important. e. All of the above f. b & c only
Answer: f. b & c only
Which of the following initiatives represents a true customer-success strategy? a. At the customer, for the customer b. New ways of working together c. Six sigma at the customer d. The customer-driven kaizen burst e. Value-stream mapping f. All of the above g. Both a and c
Answer: g. Both a and c
Which of the following are the two characteristics that distinguish service operations? a. Customer contact b. Inevitability c. Tangibility d. Capital intensity e. a & b f. b & d g. a & c
Answer: g. a & c
Which of the following is a primary technology system employed in customer relationship management suites? a. Enterprise Resource Planning b. Data Capture c. Data Storage d. Inventory Management System e. All of the above f. a and d only g. b and c only
Answer: g. b and c only
Which of the following are ways to manage the fact that services are perishable—i.e., they cannot be inventoried? a. Buy a bigger warehouse b. Build capacity for peak demand and live with excess capacity during off-peak demand c. Automate your existing warehouses d. Build capacity for average demand and be willing to lose sales when demand is higher e. Try to influence consumer behavior to match demand to supply—e.g., discounts for non-peak times. f. All of the above g. b, d, and e only
Answer: g. b, d, and e only
Which of the following practices/techniques helps to eliminate poorly designed jobs that alienate workers, reduce productivity, and stifle learning? . Job Magnification b. Job Enrichment c. Job Attribution d. Job Enlargement e. Employee Involvement f. All of the above g. a, b, and c only h. b, d, and e only
Answer: h. b, d, and e only
Consistent repeat business is a clear and unambiguous signal that a customer is loyal. TF
F
Henry Ford invented the assembly line.TF
F
If you deliver to promise, exceed industry standards, and meet customers' a priori expectations, you will definitely impress the customer and entice repeat purchase. TF
F
The industrial revolution marked the beginning of good operations management practice. TF
F
To really execute a customer satisfaction strategy, you need to find out how customers both perceive and measure your firm's performance. TF
F
When it comes to data capture, bricks-and-mortar stores like Walmart have a distinct advantage over their online rivals. TF
F
You should treat all customers equally. This is simply fair practice and good business.
F
ABC classification relies on the Pareto principle. The Pareto principle observes that 20% of a firm's customers drive 80% of sales and/or profits.
T
ABC classification relies on the Pareto principle. The Pareto principle observes that 80% of your customers drive 20% of the benefits. TF
T
As an operations manager, your job is to create customer value. TF
T
At companies that value proactive scanning, scanning is part of everyone's job.
T
Big data gets its name from the reality that about 90% of the world's data was created in the past two years—a fact that is changing the way companies view and manage data..
T
Communication Gaps emerge when you overpromise and under deliver. These gaps sour a relationship quickly. TrueFalse
T
Resource orchestration requires analytical skills to select the right sources to provide needed capabilities, and collaboration skills to get different members of the supply chain to work effectively to build distinctive (i.e., remarkable) customer experiences. TrueFalse
T
Supply chain management involves working closely with key suppliers (and customers) to co-create customer value.
T
Which of the following is a primary technology system employed in customer relationship management suites?
a. Enterprise Resource Planning b. Data Capture c. Data Storage d. Inventory Management System e. All of the above f. a and d only g. b and c only Answer: g. b and c only
By changing the manufacturing environment it is possible to achieve higher levels of performance across all value dimensions. Which of the following is a critical aspect of improving the environment
a. Increase process visibility b. Better share information c. Build a flexible workforce d. All of the above e. a and c only Answer: d. All of the above
Which of the following is one of the fundamental steps in resource orchestration?
a. Scan the environment b. Select team members c. Assign team roles d. Identify free agents e. All of the above f. a and d only g. b and c only Answer: g. b and c only
Which of the following accurately describe a supply chain map?
a. To read a supply chain map, you start with the focal firm. b. Suppliers are mapped on the left side of the focal firm. c. Customers are depicted on the right side of the focal firm. d. Suppliers and customers are organized in columns called tiers. e. Demand information flows from left to right. f. All of the above g. a, b, c, and d only FEEDBACK 1 / 1 (100.0%) Answer: g. a, b, c, and d only
Which of the following customer-service strategies focuses on meeting industry standards in key operational areas like product quality, productivity, product availability, on-time delivery, and service reliability?
Customer Service Strategy Customer Loyalty Strategy Customer Satisfaction Strategy Customer Delight Strategy Customer Success Strategy Answer: Customer Service Strategy
