OPS & SUPPLY CHAIN MANAGEMENT : CHAPTER 1
What is also referred to as logistics processes?
DELIVERING
Core ________ providers already provide a significant service component as part of their businesses.
GOODS
Which of the following is a characteristic of goods?
HOMOGENEOUS
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?
INFORMATION TECHNOLOGIES & HARD TECHNOLOGIES
A process that cannot be weighed or measured is known as...
INTANGIBLE
Just-in-time (JIT) production was pioneered by which country?
JAPAN
An integrated set of activities designed to achieve high-volume production using minimal inventories of parts that arrive exactly when they are needed
JUST-IN-TIME
The ability to produce a unique product exactly to a particular customer's requirements.
MASS CUSTOMIZATION
A company known for delivering high-volume standardized goods and services is...
MCDONALDS
When can a service innovation be patented?
NEVER
What is defined as the design, operation, and improvement of the systems that create and deliver the firm's primary products and services?
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Trends such ______________ and mass customization are forcing companies to find flexible ways to meet customer demand.
OUTSOURCING
One or more activities that transform inputs into outputs is/are called what?
PROCESS
Product-service bundling refers to a company building service activities into it product offerings for its customers. Which of these service activities would not be included in the product-service bundle?
PRODUCT DESIGN
Building service activities into a firm's product offering is known as...
PRODUCT-SERVICE BUNDLING
What services may need little in the way of facilitating goods, but what they do use are critical to their performance?
PURE
Where do food products fall on the goods-service continuum?
PURE GOODS
Where does medical care fall on the goods-service continuum?
PURE SERVICES
What involves processes for receiving worn-out, defective, and excess products back from customers and support for customers who have problems with delivered products?
RETURNING
The specifications of a service are defined and evaluated as a package of features that affect the five senses. Which of the following is not one of those features?
SELF-SERVE SERVICES
There are five essential differences between services and goods. Which of the following is not one of those differences?
SERVICES ARE INHERENTLY HOMOGENEOUS
Location, decoration, layout, architectural appropriateness, and supporting equipment
SUPPORTING FACILITY
The ability to meet current resource needs without compromising the ability of future generations to meet their needs is known as...
SUSTAINABLITY
Aggressively seeks to eliminate causes of production defects.
TOTAL QUALITY CONTROL
Managing the entire organization so it excels in all dimensions of products and services important to the customer
TOTAL QUALITY MANAGEMENT
T/F: A process is made up of one or more activities that transform inputs into outputs
TRUE
T/F: Business analytics is defined as the analysis of data to better solve business problems.
TRUE
T/F: Electronic commerce is defined as the use of the Internet as an essential element of business activity.
TRUE
T/F: Many product offerings are a combination of goods and services.
TRUE
T/F: Operations and supply chain management is focused on the systems that create and deliver an organization's products and services.
TRUE
Total Quality Management (TQM) became popular during what time frame?
1980S
Which of the following is an example of a service business?
A CALL CENTER
Which of the following is an example of a goods producing business?
A CAR MANUFACTURER, AN AUTOMOBILE MANUFACTURER
A network can be added for which of the following?
ANY SERVICE & ANY MANUFACTURING
What involves the analysis of data to better solve business problems?
BUSINESS ANALYTICS
An approach to improving business processes that seeks to make revolutionary changes as opposed to evolutionary (small) changes.
BUSINESS PROCESS REENGINEERING
It 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
Supply chain analytics involves leveraging the information for making decisions related to resources. Those resources include all of the following except...
CASH FLOW
Doing the things that will create the most value for the company is known as...
EFFECTIVENESS
What refers to the use of the Internet as an essential element of business activity?
ELECTRONIC COMMERCE
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
The attractiveness of a product relative to its cost is known as...
VALUE