Chapter 1

Which of the following organizations does NOT belong to the service sector? a. Southwest Airlines b. San Diego Zoo c. Ford Motor Company d. Costco

c. Ford Motor Company

The father of scientific management is a. Henry Ford b. Eli Whitney c. Frederick W. Taylor d. Henry L. Gantt

c. Frederick W. Taylor

The person who believed that management must do more to improve the work environment and processes so that quality can be improved was a. W. Edwards Deming b. Walter Shewhart c. Eli Whitney d. Henry Ford

a. W. Edwards Demings

Which of the following is NOT considered to be a stakeholder? a. competitors b. customers c. community members d. distributors

a. competitors

A large percentage of the revenue of most firms is spent on which function? a. operations b. research and development c. marketing d. finance

a. operations

The creation of goods and services is referred to as: a. formation b. production c. design d. transformation

b. production

What is the goal for mass customization? a. the goal is the seek creative designs, efficient production, and high-quality goods via international collaboration b. the goal is to produce customized products, whenever and wherever needed c. the goal is to let operations managers work with their supply chain to viciously cut inventories at every level d. the goal is to enrich jobs and move more decision making to the individual contributor

b. the goal is to produce customized products, whenever and wherever needed

Productivity increases when a. inputs and outputs increase proportionately b. inputs increase while outputs remain the same c. inputs decrease while outputs remain the same d. outputs decrease while inputs remain the same

c. inputs decrease while outputs remain the same

Which of these is NOT one of the basic functions of the management process? a. controlling b. staffing c. inspecting d. leading

c. inspecting

Which of the following OM decisions determines how a good or service is produced and commits management to specific technology, quality, human resources, and capital investment? a. human resources and job design b. managing quality c. process and capacity design d. design of goods services

c. process and capacity design

Which of the following is NOT considered to be one of the three primary functions that all organizations perform? a. finance/accounting b. marketing c. research and development d. production/operations

c. research and development

The economic activities that typically produce an intangible product are referred to as a. products b. phantoms c. services d. goods

c. services

Which of the following tasks would NOT typically represent an operations management activity at Hard Rock Cafe? a. receiving a shipment of incoming food ingredients b. preparing an employee schedule c. designing an efficient layout d. filing a tax return

d. filing a tax return

Which of the following activities at an airline is NOT an operations activity? a. flying b. catering c. crew scheduling d. sales

d. sales

A global network of organizations and activities that supply a firm with goods and services is referred to as: a. production b. operations management c. business functions d. supply chain

d. supply

A global network of organizations and activities that supply a firm with goods and services is referred to as: a. production b. operations management c. business functions d. supply chain

d. supply chain