MGMT 383 Exam 1 Study Set

Providing express checkout lane(s) (e.g.. eight items or less) in a grocery store is an example of ____.

Segmenting the customer

OSCM jobs primarily require all of the following EXCEPT

Selling products or services

A call center employee can answer a customer question in every four minutes on average. What is the service rate (per hour)?

15

Calculate partial labor productivity from the following information: sales = 1000 units; labor = 400 hours, and energy = $200

2.5

Calculate partial energy production energy productivity from the following information: sales = 1000 units; labor = 400 hours; and energy = $200.

5

For an employee working at a cash register of a convenient store, the arrival rate is four per hour and the service rate is five per hour. What is the average utilization of the employee (%)?

80

John arrived at a bank and observed long line and immediately left the facility. John illustrated which one of the following behaviors?

Balking

Who should be involved in designing a service guarantee?

Both employees and customers

True or False: Stakeholders are those individuals who legally own one or more shares of stock in the company

False

Typically, services ___ be inventoried (stored).

Cannot

A cable (television) company (e.g.., Charter Communications, Inc.) would most likely be classified under which one of the following?

Core Services

True or False: The "value" of a product goes down when "quality" of the product remains the same but its "price" goes down.

False

A service company that offers repair service within a very short period of time is competing on the basis of which one of the following competitive dimensions?

Delivery speed

When a bank strives to minimize the amount time customers need to wait in line in front of a teller, it (bank) is trying to be more _____.

Effective

A full-service restaurant would most likely be classified as which one of the following service encounters?

Face-to-face loose specs

Burger King would most likely be classified as which one of the following service encounters?

Face-to-face tight specs

True or False: A constant arrival distribution is more common than a variable arrival distribution

False

True or False: All activities in any project require effort/action by people

False

True or False: An operations can excel on all competitive dimensions and hence does not need to consider trade-offs.

False

True or False: On a daily basis, services can be delivered to meet very tight specifications compared to producing goods

False

True or False: Productivity of a process increases if output remains the same when input is increased.

False

True or False: Service systems which have a high degree of customer contact are easier to control

False

_____ is useful when managing smaller projects but it is very difficult to use when managing larger projects with many activities.

Gantt Chart

Although other resources are important, _____ is often the key resource that needs to be managed carefully in a project.

Human Resource

Taking into consideration major business functions, OSCM involves specialist in all of the following EXCEPT

Human Resources

The extrinsic features of a service package are called ______________.

Implicit services

Which one of the following statements regarding Critical Path Method is false?

Late start times are calculated in forward pass

The _____ project combines that characteristics of ____ project and _____ project.

Matrix, pure, functional

Are attempts made by companies to straddle two or more market segments often successful in gaining market share?

No

Which one of the following companies puts the board of directors at the very bottom of its organization chart?

Nordstrom

A customer would not even consider buying a products if lacks ____.

Oder qualifier

The acronym OSCM stands for which of the following?

Operations and Supply Chain Management

The planning phase (of the generic product development process) is also called ____.

Phase 0

In which of the following operations and supply chain processes a firm determines how demand will be met with available resources?

Planning

Many cars beep if the driver does not put the seatbelt on. This is an example of

Poka-Yoke

The purpose of the ____ phase is to remove any remaining problems in the production process.

Production ramp-up

OSCM is a system that creates and delivers the firm's primary ____.

Products and services

The output of the planning phase (of the generic product development process) is the _____.

Project mission statement

Decisions will most likely be made quickly in which one of the following organizational structures?

Pure project

For an airline services, the baggage tracking system would most likely be considered as a(n) ______.

Resource

A flowchart used in service is called

Service Blueprint

Triple bottom line considers evaluating an organization against environmental, economic and ____ criteria.

Social

True or False: "Process quality" ensures a product without defect by adhering to specification

True

True or False: A "reactive system" provides more sales opportunity

True

True or False: A project can have several equally good work breakdown structures.

True

True or False: In the automobile industry, many parts such as seats headlights, and audio systems are produced by the contract manufactures

True

True or False: Product development process may be different for different product group in the same company

True