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"