INT. LOG. TEST 1

Services account for about what percent of the American economy?

80%

What are the two types of touch points? Accidental; Utilitarian Acquisition; Utilitarian Accidental; Universal Acclimated; Utilization Acquisition; Utilization Acclimated; Utilitarian

Acquisition; Utilization

Which of the following is not one of the steps in the DMAIC quality methodology? Act Control Measure Improve Define

Act

Which of the following is NOT a process in the SCOR model/methodology? -Source -Deliver -Activate -Plan -Make

Activate

Which of the following primary technology systems is needed to make sense of data by making hidden relationships visible? Data Capture Data Storage Cloud Analytics Big Data Data Analytics Data Display

Data Display

True or False: Although service industries account for about 80% of jobs in the U.S. economy, they only represent about 40% of the U.S. GDP.

False

True or False: Consistent repeat business is a clear and unambiguous signal that a customer is loyal.

False

True or False: Customers should really be at the center of your decision-making world because they are the only entity that puts money into a supply chain.

False

True or False: If you deliver to promise, exceed industry standards, and meet customers' a priori expectations, you will definitely impress the customer and entice repeat purchase.

False

True or False: In the Internet age, delivery has been called the most vital factor to long-term competitive success.

False

True or False: Scanning is a lost art. Nobody scans anymore—at any level. With modern technology creating so much data, we are lost in a sea of information that no one can make sense of.

False

True or False: The industrial revolution marked the beginning of good operations management practice.

False

True or False: To really execute a customer satisfaction strategy, you need to find out how customers both perceive and measure your firm's performance.

False

True or False: Toyota's lean production system has documented that there is a single best or perfect way to make things.

False

True or False: When it comes to data capture, bricks-and-mortar stores like Walmart have a distinct advantage over their online rivals.

False

Which of the following is NOT a data-collection tool commonly used in scanning initiatives? Literature searches Key-informant surveys Focus groups In-depth interviews Horoscopes None of the above; that is, they are all commonly used tools.

Horoscopes

Which of the following is not a critical design decision? -Product Design -Process Design -Facility Layout -Facility Location -Inventory Management -None of the above; i.e., they are all critical design decisions

Inventory Management

_______________ and _______________ are primarily responsible for creating form utility. Purchasing; Marketing Marketing; Research & Development Operations; Purchasing Research & Development; Finance Finance; Operations Operations; Human Resources

Operations; Purchasing

Which of the following is not an objective of proactive scanning? -Promote an adaptable, forward-looking mind-set among managers and employees. -Help managers understand the company's strengths and weaknesses. -Identify and define potential opportunities and threats. -Paint a picture of the future 20+ years into the future. -Detect important cultural, economic, legal, political, and technological events and trends.

Paint a picture of the future 20+ years into the future

What are the two primary types of scanning? Passive & Progressive Active & Proactive Passive & Proactive Legitimate & Symbolic Lame & Meaningful

Passive & Proactive

Which of the following represents the dark side of modern data analytics and the trend toward customer profiling? -Predictive analytics reveals causality. -Past buying behavior does not always predict future behavior. -Although huge amounts of data can be collected, the tools for analyzing data are still rather unsophisticated. -People never believe the data and the stories they tell. -All of the above

Past buying behavior does not always predict future behavior.

As you look at a supply chain map, you can be confident you are looking at a winning supply chain if it depicts the right ______________ and the right _________________. Products; Price Players; Price Price; Promotion Players; Relationships Players; Products

Players; Relationships

Value can only be realistically assessed from the standpoint of _________________. The Customer The Worker Senior Management The Stock Price The Shareholder The CEO

The Customer

Which of the following companies invented the lean six sigma paradigm shift? -Sony -General Electric -Samsung -Ford -Toyota

Toyota

T or F: As an operations manager, your job is to create customer value.

True

True or False: ABC classification relies on the Pareto principle. The Pareto principle observes that 80% of your customers drive 20% of the benefits.

True

True or False: An open systems view argues that your customers have options. They can, and will, buy from your rivals if you don't meet their needs efficiently and effectively.

True

True or False: An open systems view argues that your firm's competitive success depends more on how your firm uses supply chain resources than what your firm actually makes.

True

True or False: An open systems view reiterates that companies operate in a dynamic, ever-changing environment, requiring managers to constantly adapt in order to remain competitive.

True

True or False: At companies that value proactive scanning, scanning is part of everyone's job.

True

True or False: Supply chain management involves working closely with key suppliers (and customers) to co-create customer value.

True

True or False: Tangibility refers to the fact that you can't hold a service in your hand—i.e., you can only experience it as you consume it.

True

True or False: To the extent that you can standardize service delivery, you can improve control and productivity.

True

Which of the following accurately describes the bullwhip effect? a. The bullwhip effect argues that variations in supply magnify as they move downstream toward the customer. b. The bullwhip effect argues that variations in demand magnify as they move upstream toward suppliers. c. The bullwhip effect argues that every company needs to hold ample just-in-case inventory. d. The bullwhip effect argues that it is better to stock out than to hold inventory. e. All of the above f. c and d only

b. The bullwhip effect argues that variations in demand magnify as they move upstream toward suppliers.

Because services can't be shipped, you lose decision-making flexibility. ___________________ and _____________________ are everything. a. Location; Location b. Location; Interaction c. Location; Timing d. Interaction; Timing e. Interaction; Tangibility f. Tangibility; Timing

c. Location; Timing

By changing the manufacturing environment it is possible to achieve higher levels of performance across all value dimensions. Which of the following is a critical aspect of improving the environment? a. Increase process visibility b. Better share information c. Build a flexible workforce d. All of the above e. a and c only

d. All of the above

What are your viable options when a key customer does not value your distinctive competencies? a. Persuade the customer to think differently—i.e., to value your competencies. b. Abandon the customer and dedicate resources to other customers. c. Milk the relationship for a lifetime stream of revenues. d. Figure out what the customer really values. e. All of the above f. a and b only g. b and c only

d. Figure out what the customer really values.

Which of the following accurately depict elements of a proactive scanning process? a. Look everywhere—both inside and outside the firm. b. Use a variety of tools—both formal and informal. c. Synthesize insights by looking for common themes and trends d. Communicate persuasively by creating a sticky message. e. All of the above f. a, b, and c only

e. All of the above

Which of the following are steps in ABC classification? a. Classify companies by sales b. Define line responsibility for each customer c. Modify classifications based on strategic issues d. Restructure companies based on size e. a and c only

e. a and c only

Which of the following activities play a key, but interconnected role in the value chain? a. Operations b. Logistics c. Marketing d. Finance e. Human Resources f. All of the above g. a, b, and c only

f. All of the above

Which of the following practices/techniques helps to eliminate poorly designed jobs that alienate workers, reduce productivity, and stifle learning? a. Job Magnification b. Job Enrichment c. Job Attribution d. Job Enlargement e. Employee Involvement f. All of the above g. a, b, and c only h. a, c, and e only

f. All of the above

Which of the following are examples of acquisition and utilization touch points, respectively? a. Choosing a brand of shampoo; Washing your hair with the shampoo b. Researching a new car; Driving the car to school c. Showrooming; Webrooming d. Eating dinner at a fine restaurant; Looking for a place to eat on Yelp e. All of the above f. a and b only g. c and d only

f. a and b only

Which of the following characterizes design for manufacturability? a. Products are designed so that they can be easily and inexpensively made. b. Product and process design are considered simultaneously c. Products are designed by sequentially passing responsibility from one function to another. d. Manufacturing drives the process. Everyone else follows meekly along. e. All of the above f. a and b only

f. a and b only

Which two costs does the economic order quantity balance? a. Set-up Costs b. Unit Costs c. Transportation Costs d. Carrying (or holding) costs e. All of the above f. a and d only

f. a and d only

Which of the following hobbies illustrates a transformation process? a. Art b. Cooking c. Do-it-yourself projects d. Mountain biking e. All of the above f. a, b, and c Only

f. a, b, and c Only

Why should you care about needing to learn how to effectively manage services? a. Services are a small part of the economy b. Services are very different from manufacturing operations. c. Services productivity growth and innovation are critical to future prosperity. d. Services are overrated, but they are still important. e. All of the above f. b & c only

f. b & c only

Which of the following initiatives represents a true customer-success strategy? a. At the customer, for the customer b. New ways of working together c. Six sigma at the customer d. The customer-driven kaizen burst e. Value-stream mapping f. All of the above g. Both a and c

g. Both a and c

Which of the following are the two characteristics that distinguish service operations? a. Customer contact b. Inevitability c. Tangibility d. Capital intensity e. a & b f. b & d g. a & c

g. a & c

Which of the following accurately describe a supply chain map? a. To read a supply chain map, you start with the focal firm. b. Suppliers are mapped on the left side of the focal firm. c. Customers are depicted on the right side of the focal firm. d. Suppliers and customers are organized in columns called tiers. e. Demand information flows from left to right. f. All of the above g. a, b, c, and d only

g. a, b, c, and d only

Which of the following is a primary technology system employed in customer relationship management suites? a. Enterprise Resource Planning b. Data Capture c. Data Storage d. Inventory Management System e. All of the above f. a and d only g. b and c only

g. b and c only

Which of the following is one of the fundamental steps in resource orchestration? a. Scan the environment b. Select team members c. Assign team roles d. Identify free agents e. All of the above f. a and d only g. b and c only

g. b and c only

Which of the following tools are bricks-and-mortar stores commonly using to improve data capture and customer profiling? a. RFID b. Loyalty Cards c. Cookies d. Security Cameras e. Self-scan Technology (e.g., Scan & Go) f. All of the above g. b and e only

g. b and e only

Which of the following are ways to manage the fact that services are perishable—i.e., they cannot be inventoried? a. Buy a bigger warehouse b. Build capacity for peak demand and live with excess capacity during off-peak demand c. Automate your existing warehouses d. Build capacity for average demand and be willing to lose sales when demand is higher e. Try to influence consumer behavior to match demand to supply—e.g., discounts for non-peak times. f. All of the above g. b, d, and e only

g. b, d, and e only

Which of the following companies made the advertising tagline, "Everyday low price," famous? A&P Pan-AM Compaq Computer Circuit City Intel

Circuit City

_______________ processes influence how you deal with information; ________________ processes influence how you react to experiences. Cognitive; Affective Affective; Cognitive Conative; Affective Cognitive; Conative Affective; Conative

Cognitive; Affective

Which of the following is not one of the core value dimensions? Cost Agility Process Improvement Quality Delivery Innovation None of the above; that is, they are all core value propositions.

Cost

Which of the following customer-service strategies focuses on meeting industry standards in key operational areas like product quality, productivity, product availability, on-time delivery, and service reliability? Customer Satisfaction Strategy Customer Service Strategy Customer Success Strategy Customer Delight Strategy Customer Loyalty Strategy

Customer Service Strategy