MGMT 300 FINAL – Flashcards
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Computer software would be an example of a. an intangible good b. a nondurable good c. a service d. a value creation process
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b. a nondurable good
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Which one of the following has the lowest goods content? a. automobile muffler replacement b. computer diagnosis and repair c. movie presentation d. fast food restaurant
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c.movie presentation
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Which one of the following has the highest goods content? a. medicine prescription b. computer repair c. automobile loan d. symphony performance
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a. medicine prescription
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Service organizations generally a. are in close proximity to the customer b. rely on physical inventory c. take advantage of patents d. can delegate human behavior and marketing skills
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a. are in close proximity to the customer
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A customer benefit package (CBP) includes a. only core offerings b. only peripheral offerings c. either core or peripheral offerings but not both d. both core offerings as well as peripheral offerings
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d. both core offerings as well as peripheral offerings. like Mcdonalds
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Support processes would typically include all of the following except a. inventory management b. customer help desk operations c. research and development d. manufacturing and assembly
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d. manufacturing and assembly
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Which is generally related to service operations? a. tangible product b. need for flexible capacity c. separation of production from consumption d. large amount of inventory
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b. need for flexible capacity
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A support process could be any of the following except a. assembling automobiles b. purchasing materials and supplies c. managing inventory d. installing a product
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a. assembling automobiles
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Service management skills would include all of the following except a. accounting and finance b. knowledge and technical expertise about operations c. marketing and cross-selling d. human interaction
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a. accounting and finance
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Which one of the following is not an example of biztainment? a. iPhone applications b. automobile leasing c. product demonstrations d. virtual factory tours
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b. automobile leasing
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Which one of the following statements about the structure of the U.S. economy is true? a. About 91 percent of all U.S. jobs are in service-providing processes. b. All goods-producing jobs account for 25 percent of total U.S. jobs. c. All service-providing jobs account for 65 percent of total U.S. jobs. d. The largest U.S. industry with respect to U.S. jobs is manufacturing.
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a. About 91 percent of all U.S. jobs are in service-providing processes.
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The three issues that are at the core of operations management include all of the following except a. cost b. quality c. utilization d. efficiency
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c. utilization
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Which of the following is false? To increase value, an organization must a. decrease price or cost while holding perceived benefits constant. b. change both perceived benefits and price in the same proportion. c. increase perceived benefits while holding price or cost constant. d. increase perceived benefits while reducing price or cost.
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b. change both perceived benefits and price in the same proportion.
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The first, second, and third waves of outsourcing experienced by the U.S. are a. goods-producing jobs, simple service work, skilled knowledge work b. simple service work, goods-producing jobs, skilled knowledge work c. simple service work, skilled knowledge work, goods-producing jobs d. skilled knowledge work, simple service work, goods-producing jobs
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a. goods-producing jobs, simple service work, skilled knowledge work
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A company has two alternatives for meeting a customer requirement for 9,000 units of a specialty molding. If done in-house, fixed cost would be $350,000, with variable cost at $30 per unit. If outsourced, the cost is $80 per unit. Determine the breakeven point and determine if they should make the item in-house or outsource it. a. breakeven point = 7,000 units; outsource b. breakeven point = 7,000 units; make in-house c. breakeven point = 11,667 units; outsource d. breakeven point = 11,667 units; make in-house
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b. breakeven point = 7,000 units; make in-house
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From the pre- and post-service view, transportation service, training service and consulting and technical services would be considered a. pre-production services b. a production processes c. post-production services d. value creation
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c. post-production services
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____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality. a. Preproduction service b. Value proposition c. Operational structure d. Value chain integration
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d. Value chain integration
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"The perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them" is the definition of a. proportionality b. competitiveness c. value d. equity
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c. value
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Outsourcing is a. the same as offshoring b. the opposite of vertical integration c. the opposite of backward integration d. the same as diversifying
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b. the opposite of vertical integration
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Operational structure of the value chain deals with a. management hierarchy b. vertical integration c. configuration of resources d. culture
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c. configuration of resources
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The control of Wal-Mart's value chain is ____, while the control of General Electric's is ____. a. post-production focused; preproduction focused b. horizontal; vertical c. centralized; decentralized d. backward integrated; forward integrated
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c. centralized; decentralized
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A competitively dominant customer experience is often called a a. perceived benefit b. preemptive strike c. moment of truth d. value proposition
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d. value proposition
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Appliances and iPods are examples of ____ goods. a. Custom b. Option c. Standard d. Assemble to order
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c. Standard
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The terms, "general purpose equipment," "flexible and capable of customizing work" and "wide variety of goods or services" best relate to a. Projects b. Job shops c. Flow shop processes d. Continuous flow processes
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b. Job shops
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Automobile factories and hospital laboratory work are examples of a. Projects b. Job shop c. Flow shop processes d. Continuous flow processes
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c. Flow shop processes
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Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to a. Being below the diagonal b. Continuous flow c. Customer routed d. Provider routed
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d. Provider routed
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Which of the following is not a major activity in designing a goods-producing or service-providing process? a. Utilize reengineering b. Flowchart the current process c. Flowchart future state d. Define appropriate performance measures
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a. Utilize reengineering
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A process map (flowchart) a. Is boundary-less b. Does not include information flow c. Is often used as a baseline to describe how a process is performed d. Must include a line of customer visibility
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c. Is often used as a baseline to describe how a process is performed
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A(n) ____ is a group of ____ needed to create and deliver an intermediate or final output. a. Process; value chains b. Activity; tasks c. Task; activities d. Activity; processes
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b. Activity; tasks
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Which is the correct order of hierarchy? a. Activity, task, process, value chain b. Value chain, process, task, activity c. Process, value chain, activity, task d. Value chain, process, activity, task
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d. Value chain, process, activity, task
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Which of the following is least related to Value Stream Mapping? a. Non-value activity b. Time c. Cost d. Reengineering
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d. Reengineering
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Which of the following is not a common process design improvement strategy? a. Increasing revenue b. Decreasing agility c. Decreasing cost d. Decreasing flow time
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b. Decreasing agility
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The lowest resource utilization is usually found in a. A job shop b. A flow shop c. A continuous flow d. An assembly line
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a. A job shop
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Little's Law a. Removes process bottlenecks b. Is a form of simulation c. Focuses on finished goods inventory d. Evaluates average process performance
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d. Evaluates average process performance
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Which one of the following statements is false? a. Historically, General Motors used to push system to get vehicles to their dealers. b. Wal-Mart is a good example of a highly efficient supply chain. c. Sony is a good example of a global contract manufacturer. d. Postponement is the process of delaying product customization until the product is closer to the customer at the end of the supply chain.
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c. Sony is a good example of a global contract manufacturer.
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Which one of the following statements is false? a. Boeing's new 787 Dreamliner airplane has encountered many startup and supply chain coordination problems. b. At Dell, Inc. customer financing of purchases is a post-production service in their value chain. c. At Dell, Inc. installation, warranty, and field repair services are normally done on a prepaid contract basis with customers. d. Federal Express has over one million pickup and delivery sites and therefore, is a good example of multisite management.
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b. At Dell, Inc. customer financing of purchases is a post-production service in their value chain.
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The point in the supply chain that separates the push system from the pull system is called the a. Reversal point b. Push-pull boundary c. Postponement site d. Center of gravity
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b. Push-pull boundary
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The Supply Chain Operations Reference (SCOR) Model function that entails all order management activities from processing customer orders to routing shipments, managing goods at distribution centers and invoicing the customer is called ____. a. Return b. Source c. Make d. Deliver
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d. Deliver
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The Supply Chain Operations Reference (SCOR) Model function that entails procuring goods and services to meet planned or actual demand is called ____. a. Plan b. Source c. Make d. Deliver
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b. Source
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A firm that specializes in certain types of goods-producing activities, such as customized design, manufacturing, assembly, and packaging, and works for end users is called a ____. a. Responsive supply chain b. Contract manufacturer c. Distribution center d. Vendor-managed inventory supplier
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b. Contract manufacturer
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A(n) ____ produces goods in advance of customer demand using a forecast of sales and moves them to points of sale where they are stored as finished goods inventory. a. Responsive supply chain b. Efficient supply chain c. Push system d. Pull system
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c. Push system
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A(n) ____ produces only what is needed at upstream stages in the supply chain in response to customer demand signals. a. Responsive supply chain b. Efficient supply chain c. Push system d. Pull system
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d. Pull system
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A(n) ____ seeks to balance capacity and demand, might use only a few large distribution centers, and minimize costs of routing products from factories to retail stores and customers. a. Responsive supply chain b. Efficient supply chain c. Push system d. Pull system
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b. Efficient supply chain
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Which is true regarding a responsive supply chain? a. Demand is stable and predictable. b. Product life cycles are short and change often because of innovation. c. Customers require standardization. d. Contribution margins are low.
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b. Product life cycles are short and change often because of innovation.
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____ is the process of delaying product customization until the product is closer to the customer at the end of a supply chain. a. Postponement b. Sourcing c. Deferral d. Multisite management
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a. Postponement
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Which of the following is true regarding order amplification? a. The fluctuation of orders is larger than the fluctuation in sales. b. The amplitude of order quantity over time is smaller than the variation of sales. c. The less the uncertainty, the greater the amplification in orders. d. The amplification is greatest near the customer.
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a. The fluctuation of orders is larger than the fluctuation in sales.
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The weights typically used in the center-of-gravity method are a. Transportation costs b. Distances c. Volumes of goods d. Times
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c. Volumes of goods
