Support processes typically include all of the following EXCEPT _____.
day care on-site services
research and development
inventory management
manufacturing and assembly
Definition
manufacturing and assembly
Term
A(n) _____ is a sequence of activities that is intended to create a certain result.
variant
process
inventory
service
Definition
process
Term
An organization that outsources still retains ownership of an outsourced process or function.
True
False
Definition
False
Term
A value chain describes the flow of customer information through a production system.
True
False
Definition
False
Term
Which of the following is NOT a current challenge in operations management (OM)?
Mass production
Quality
Technology
Globalization
Definition
Mass production
Term
A toothbrush is an example of a nondurable good.
True
False
Definition
True
Term
A value chain views an organization from an integrative perspective of goods and services, while a supply chain focuses mainly on the physical movement of goods and materials.
True
False
Definition
True
Term
Every job entails some aspect of operations management.
True
False
Definition
True
Term
Which of the following is the correct sequence describing the evolution of operations management?
Efficiency, quality, customization, time-based competition, service, and sustainability
Efficiency, customization, quality, service, sustainability, and time-based competition
Quality, service, customization, time-based competition, efficiency, and sustainabilty
Quality, efficiency, time-based competition, sustaiability, custoomization, and service
Definition
Efficiency, quality, customization, time-based competition, service, and sustainability
Term
A product that typically lasts at least three years is called a durable good.
True
False
Definition
True
Term
Operations management is the only function by which managers can directly affect the value provided to all stakeholders—customers, employees, investors, and society.
True
False
Definition
True
Term
The reason that many Japanese firms captured major shares of world markets in the 1970s was a result of their focus on quality rather than efficiency.
True
False
Definition
True
Term
_____ is the process of managing information, physical goods, and services to ensure their availability at the right place, at the right time, at the right cost, at the right quantity, and with the highest attention to quality.
Value chain integration
Value proposition
Offshoring
Operational structure
Definition
Value chain integration
Term
Which of the following key activities is NOT performed by operations managers?
Forecasting
Cost accounting
Service encounter design
Purchasing
Definition
Cost accounting
Term
The three issues that are at the core of operations management include all of the following EXCEPT _____.
cost
tangibility
quality
effeciency
Definition
tangibility
Term
Service management skills include all of the following EXCEPT _____.
marketing and cross-selling skills
human interaction skills
knowledge and technical expertise about operations
accounting and finance
Definition
accounting and finance
Term
A supply chain is more inclusive than a value chain.
True
False
Definition
False
Term
Identify a FALSE statement about goods and services.
The demand for services is time-dependent, especially over the short term.
A moment of truth is a feature a customer recognizes, pays for, or uses.
Service encounters can be between a customer and a service provider.
There is no way to recapture the lost revenue from a hotel room.
Definition
A moment of truth is a feature a customer recognizes, pays for, or uses.
Term
Today, almost half of the jobs in the U.S. economy are in goods-producing industries.
True
False
Definition
False
Term
When break-even analysis is applied to an outsourcing decision, the break-even quantity is _____.
the ratio of the difference between variable outsourcing cost and variable in-house production cost to fixed costs
the product of the variable costs and the production quantity
the ratio of fixed costs to the difference between variable outsourcing cost and variable in-house production cost
the product of the variable costs and the fixed costs
Definition
the ratio of fixed costs to the difference between variable outsourcing cost and variable in-house production cost
Term
Which of the following statements is NOT true of goods and services?
A shoe is a durable good that provides a service .
Services cannot be stored as inventory for future sale.
Service encounters can be between a customer and a service provider.
Normally, patents do not protect services.
Definition
A shoe is a durable good that provides a service.
Term
Outsourcing is the opposite of vertical integration.
True
False
Definition
True
Term
In class, what three elements were emphasized, by the instructor, as key factors for successful Operations Management?
Communications, Value Chains and Human Resources
Leadership, Logistics and Supply Chains
Customer Relations, Operational Process Efficiency and Supply Chains
Communications, leadership, and Operational Process Effeciency
Definition
Communications, Leadership and Operational Process Efficiency
Term
In class, what did the instructor note as the one of the most important skills to have to resolve issues?
Negotiating Skills
Problem Solving Skills
Team Building Skills
Hiring Skills
Definition
Problem Solving Skills
Term
In class, the instructor noted that one of the single biggest challenges that face Operations Managers today is...
