OM - Ch. 1
which of the following statements is not true regarding the differences between goods and services
demand for services is easier to forecast
identify the statement about goods and services that is NOT true
designing and managing operations in a goods-producing firm is quite similar to that in a service-providing organization
which of the following statements is true of social sustainability
it includes ethics and governance
which one of the following has the lowest goods content
movie presentation
a(n) ____ is a sequence of activities that is intended to create a certain result
process
product safety is an example of a(n) ____ sustainability practice
social
all of the following are perspectives of sustainability except
technological sustainability
which of the following statements is true of service facilities
they are in close proximity to customers
a network of processes that creates value for customers is known as a _____
value chain
identify a false statement about goods or services
a moment of truth is a feature a customer recognizes, pays for, or uses
which of the following statements about goods and services is false
demand for physical goods is more difficult to predict than demand for services
which of the following is not one of the three major perspectives (dimensions) of sustainability
global sustainability
which of the following statements about the scope and direction of operations management is false
goods-producing industries account for over 80 percent of the jobs in the u.s.
support processes typically include all of the following except ____
manufacturing and assembly
which of the following is not a current challenge in operations management (OM)
mass production
computer software is an example of a ______
nondurable good
which of the following activities is not included in the general management process in business
purchasing and installation
which of the following statements about sustainability is true
sustainability practices can improve productivity and eliminate waste
which of the following has the highest goods content
buying furniture
which of the following statements is NOT true of goods and services?
a shoe is a durable good that provides a service
which of the following statements about the structure of the u.s. economy is true
about 90 percent of all u.s jobs are in service-providing processes
service management skills include all of the following except
accounting and finance
which of the following jobs requires the most service management skills and knowledge
airline flight attendant
when evaluating golf clubs in a retail store, a golf simulator (i.e. a person hits the balls into a big video golf course screen and sees where it lands) is an example of _____
biztainment
which of the following statements about goods and services is true?
a service encounter can consist of one or more moments of truth
a support process could be any of the following except ____
assembling automobiles
which of the following is lowest in goods content and highest in service content
attending a theater production
which one of the following is not an example of biztainment
automobile leasing
a customer benefit package (cbp) includes ______
both core offerings as well as peripheral offerings
which of the following key activities is not performed by operations managers
cost accounting
in relating operations management and the customer benefit package (cbp), which is the correct timing sequence
customer needs and expectations lead to customer benefit package, which leads to operating system processes
which of the following is the correct sequence describing the evolution of operations management
efficiency, quality, customization, time-based competition, service, and sustainability
an operations manager is expected to perform several key activities except
managing cash flow and strategic investments
which of the following statements is true of goods and services
normally, patents do not protect services
which of the following statements about goods and services is false
services can be stored as physical inventory for future sale
identify a true statement about sustainability
sustainability includes the idea of preserving resources for future generations
the three issues that are at the core of operations management include all of the following except ____
tangibility (cost, quality, efficiency)
which of the following statements is true regarding a customer benefit package (cbp)
the size of the circles in the cbp framework can signify the relative importance of each good and service
which of the following statements is true about sustainability
the three dimensions of sustainability are often referred to as the "triple bottom line"