O.M. Ch. 1-MC

Question 1

Operations management includes the design of goods and services.

Answer 1

True

Question 2

The concepts and methods of OM can be used in any job, regardless of the functional area of business or industry.

Answer 2

True

Question 3

Goods are tangible while services are intangible.

Answer 3

True

Question 4

A service is an example of a nondurable good.

Answer 4

False

Question 5

Services that do not involve significant interaction with customers can be managed much the same as goods in a factory.

Answer 5

True

Question 6

A pair of shoes is an example of a durable good.

Answer 6

False

Question 7

The demand for goods is more difficult to predict than the demand for services.

Answer 7

False

Question 8

A service encounter can consist of more than one moment of truth.

Answer 8

True

Question 9

A patent on a service can provide protection from competitors.

Answer 9

False

Question 10

For a service delivery system, service availability depends on the system’s capacity.

Answer 10

True

Question 11

Peripheral goods or services are those that are essential to the primary good or service.

Answer 11

False

Question 12

Nearly every major activity within an organization involves a process that crosses traditional organizational boundaries.

Answer 12

True

Question 13

Manufacturing in the U.S. accounts for about 1 in 10 jobs.

Answer 13

True

Question 14

Today, about 70 percent of the jobs in the U.S. economy are in service-providing processes.

Answer 14

False

Question 15

Due to more than a half-century of intense focus on quality, it is no longer a challenge, except for the worst of companies.

Answer 15

False

Question 16

Which of the following is not a typical activity performed by operations managers?

Answer 16

market analysis

Question 17

Which of the following is not a typical activity performed by operations managers?

Answer 17

cash flow analysis

Question 18

Which of the following generalizations about services is incorrect?

Answer 18

Service facilities must be located close to suppliers and labor.

Question 19

A variant is

Answer 19

a CBP feature that departs from the standard CBP and is normally location or firm specific

Question 20

Which of the following is sequenced: low goods/high service content to high goods/low service content?

Answer 20

psychiatric session, fast food restaurant, toothpaste

Question 21

Key process categories in business typically include all of the following except

Answer 21

promotional processes

Question 22

Which of the following eras of operations management are in chronological order (oldest to newest)?

Answer 22

focus on quality, focus on time, focus on sustainability

Question 23

Operations management has its roots in

Answer 23

the Industrial Revolution

Question 24

Manufacturing accounts for what proportion of U.S. employment?

Answer 24

about 1 in 10 jobs

Question 25

Which of the following is not an example of environmental sustainability?

Answer 25

workforce health and safety