TTTT Flashcards by Rezel Mae Velasquez

A HIGH VALUE RATIO INDICATES THAT CUSTOMERS HAVE A POSITIVE PERCEPTION OF A GOOD OR SERVICE.

TRUE OR FALSE

TRUE

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THE VALUE OF A PRODUCT REMAINS UNCHANGED WHEN THE PRICE AND THE PERCEIVED BENEFITS CHANGE PROPORTIONALLY. THAT IS, A PRODUCT DOES NOT BECOME VALUABLE IF BOTH THE PRICE AND THE BENEFITS INCREASE OR DECREASE BY THE SAME PERCENTAGE.

TRUE OR FALSE

TRUE

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ONE WAY TO SHOW HOSPITALITY AND COURTESY TOT HE GUESTS WHO ARRIVE AT THE HOTEL IS TO GREAT THEM WARMLY AND POLITELY AT THE RECEPTION DESK. THIS IS AN INSTANCE OF:

A. SOCIAL SUSTAINABILITY
B. PREDICTIVE ANALYTICS
C. A SERVICE BLUEPRINT
D. A MOMENT TO TRUTH

A MOMENT OF TRUTH

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IN THE CONTEXT OF CUSTOMER BENEFIT PACKAGES, _______ SERVICES ARE THOSE THAT ARE NOT ESSENTIAL TO THE PRIMARY SERVICE BUT ENHANCE IT.

A. CORE
B. TERTIARY
C. PERIPHERAL
D. CENTRAL

PERIPHERAL

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BUILDING A HIGH-PERFORMING ORGANIZATION WITH A CAPABLE LEADERSHIP AND WORKFORCE IS AN EXAMPLE OF ____ SUSTAINABILITY.

A. ECONOMIC
B. TECHNOLOGICAL
C. POLITICAL
D. ENVIRONMENTAL

ECONOMIC

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IDENTIFY A DIFFERENCE BETWEEN GOODS AND SERVICES.

A. GOODS CAN BE STORED AS PHYSICAL INVENTORY, WHEREAS SERVICES CANNOT BE STORED AS PHYSICAL INVENTORY
B. GOOD-PRODUCING FIRMS RELY SOLELY ON SOFT TECHNOLOGY, WHEREAS SERVICE-PROVIDING FIRMS RELY SOLELY ON HARD TECHNOLOGY
C. THE DEMAND FOR GOODS CANNOT BE PREDICTED, WHEREAS THE DEMAND FOR SERVICES CAN BE EASILY PEDICTED
D. CUSTOMERS DIRECTLY PARTICIPATE IN GOODS-PRODUCING ACTIVITIES, WHEREAS CUSTOMERS DO NOT PARTICIPATE IN SERVICE-PROVIDING ACTIVITIES

GOODS CAN BE STORED AS PHYSICAL INVENTORY, WHEREAS SERVICES CANNOT BE STORED AS PHYSICAL INVENTORY.

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_________ IS AN EXAMPLE OF A NONDURABLE GOOD

A. AN AIRPLANE
B. SOFTWARE
C. FURNITURE
D. A DISHWASHER

SOFTWARE

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IN THE CONTEXT OF THE PRE_ AND POST PRODUCTION SERVICES PERSPECTIVE OF A VALUE CHAIN, WHICH OF THE FOLLOWING ARE POST PRODUCTION SERVICES OF A VALUE CHAIN?

A. PURCHASING SERVICES
B. RECYCLING AND REMANUFACTURING INITIATIVES
C. CONTRACT NEGOTIATIONS
D. PRODUCT AND SERVICE GUARANTEES

RECYCLING AND REMANUFACTURING INITIATIVES

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THE MANAGEMENT OF THE CORPORATION SHOULD FIND ACTIONABLE PERFORMANCE MEASUREMENTS TO BE MEANINGFUL, AND THEY SHOULD SERVE AS THE FOUNDATION FOR STRATEGIC ORGANIZATIONAL DECISIONS.

TRUE OR FALSE

FALSE

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WHICH OF THE FOLLOWING IS A QUALITY PERFOMANCE MEASURE AT AN OPERATIONAL LEVEL?

A. CUSTOMER RATINGS OF GOODS AND SERVICES
B. CUSTOMER RETENTION
C. SERVICE REPRESENTATIVE COURTESY
D. PRODUCT RECALLS

SERVICE REPRESENTATIVE COURTESY

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____ MEASURES THE DEGREE TO WHICH THE OUTPUT OF A PROCESS MEETS CUSTOMER REQUIREMENTS.

A. LEARNING
B. INNOVATION
C. VARIABILITY
D. QUALITY

QUALITY

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WHICH OF THE FOLLOWING IS A CRUCIAL CRITERION THAT CUSTOMERS USE TO EVALUATE SERVICE QUALITY, ACCORDING TO RESEARCH?

A. OPERATIONAL EFFICIENCY
B. FLEXIBILITY
C. EMPATHY
D. QUEUE TIME

EMPATHY

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WHICH OF THE FOLLOWING PERFORMANCE VIEWS USES METRICS LIKE PRODUCTIVITY, FLOW, AND ASSET UTILIZATION IN THE BALANCED SCOREDCARD MODEL?

A. THE FINANCIAL PERSPECTIVE
B. THE CUSTOMER PERSPECTIVE
C. THE INNOVATION AND LEARNING PERSPECTIVE
D. THE INTERNAL PERSPECTIVE

THE INTERNAL PERSPECTIVE

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MEASURES OF ____ OCUS ON AN ORGANIZATION’S PEOPLE AND INFRASTRUCTURE

A. GOODS AND SERVICE DESIGN FLEXIBILITY
B. CUSTOMER AND MARKET
C. SERVICE QUALITY
D. INNOVATION AND LEARNING

INNOVATION AND LEARNING

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THE INNOVATION AND LEARNING PERSPECTIVE IN THE BALANCED SCORECARD MODEL INCLUDES MEASURES SUCH AS:

A. RETURN ON INVESTMENT, ECONOMIC VALUE ADDED, AND SHAREHOLDER VALUE.
B. NUMBER OF COOPERATIVE CUSTOMER - COMPANY DESIGN INITIATIVES AND PERCENT OF SALES FROM NEW SERVICES.
C. TRAINING HOURSE PER EMPLOYEE, HIRING PROCESS EFFECTIVENESS, AND REVENUE PER EMPLOYEE
D. SERVICE-QUALITY LEVELS, DESIGN AND DEMAND FLEXIBILITY, AND ASSET UTILIZATION

C. TRAINING HOURS PER EMPLOYEE, HIRING PROCESS EFFECTIVENESS, AND REVENUE PER EMPLOYEE

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AIRLINE EVENUE PER PASSENGER MILE AND HOTEL REVENUE PER FULL-TIME EMPLOYEE ARE EXAMPLES OF ____ MEASURES.

A. RELIABILITY
B. FLEXIBILITY
C. SUSTAINABILITY
D. PRODUCTIVITY

PRODUCTIVITY

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PROFESSOR TERRY HILL’S OPERATIONS STRATEGY FRAMEWORK CANNOT BE APPLIED TO SERVICE-PROVIDING FIRMS

TRUE OR FALSE

FALSE

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PRICE, NOT PRODUCT PERFORMANCE, IS THE KEY DIFFERENTIATOR FOR BUSINESS THAT MAKE INNOVATION A VITAL PART OF THEIR BUSINESS STRATEGY.

TRUE OR FALSE.

FALSE

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_____ REPRESENT THE STRATEGIC EMPHASIS THAT S FIRM PLACE ON CERTAIN PERFORMANCE MEASURES AND OPERATIONAL CAPABILITIES WITHIN A VALUE CHAIN.

A. COMPETITIVE PRIORITIES
B. ORDER SATIFIERS.
C. SEARCH ATTRIBUTES
D. ORDER WINNERS

COMPETITIVE PRIORITIES

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THE STYLE AND FIT OF A JACKET CAN BE CLASSIFIED AS A(N) ___ ATTRIBUTE.

A. SEARCH
B. EXPERIENCE
C. CREDENCE
D. VARIANT

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WHICH OF THE FOLLOWING DISTINCTIONS EXISTS BETWEEN HOW CUSTOMERS EVALUATE PRODUCTS AND SERVICES?

A. CUSTOMERS RELY MORE ON INFORMATION FROM NONPERSONAL SOURCES WHEN EVALUATING SERVICES, WHEREAS THEY RELY MORE ON INFORMATION FROM PERSONAL SOURCES WHEN EVALUATING GOODS.
B. CUSTOMERS PERCEIVE LESSE RISKS WHEN BUYING SERVICES, WHEREAS THEY PERCEIVE GRETER RISKS WHEN BUYING GOODS.
C. CUSTOMERS CANNOT LOOK AT OR TOUVH BEFORE THE PURCHASE DECISION, WHEREAS THEY CAN FEEL A PRODUCT PRIOR TO PURCHASE.
D. CUSTOMERS ADOPT INNOVATIONS IN SERVICES FASTER, WHEREAS THEY RESIST ADOPTING INNOVATIONS IN PRODUCTS.

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CUSTOMERS CANNOT LOOK AT OR TOUVH BEFORE THE PURCHASE DECISION, WHEREAS THEY CAN FEEL A PRODUCT PRIOR TO PURCHASE.

CREDENCE ATTRIBUTES STEM FROM ____

A. THE DESIGN OF PRODUCTS
B. THE NATURE OF SERVICES
C. DRIVE KEY OPERATIONAL CONTROLS
D. OPERATIONS DESIGN CHOICES

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THE NATURE OF SERVICES

APPLYING PROFESSOR TERRY HILL’S GENERIC STRATEGY FRAMEWORK TO MCDONALD’S, THE OPERATING DESIGN CHOICES OF RESOURCE SCHEDULING, INVENTORY PLACEMENT AND CONTROL, AND STANDARDIZED OPERATIONAL AND JOB PROCEDURES BEST RELATE TO THE CORPORATE OBJECTIVE OF ____

A. PROFITABLE GROWTH
B. OPERATIONAL EXCELLENCE
C. OPERATIONAL SUSTAINABILITY
D. OPERATIONAL DIVERSITY

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OPERATIONAL EXCELLENCE

LOUIS LITT IS PLANNING A VACATION TO AN EXOTIC ISLAND. THOUGH HE HAS PRE-PLANNED HIS ACCOMMODATION AND ITINERARY, HE IS UNSURE OF HOW THE VACATION WILL TURN OUT. IN THIS CASE, LOUIS’ VACATION IS HIGH IN ___ ATTRIBUTES.

A. SEARCH
B. EXPERIENCE
C. CREDENCE
D. VARIANT

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EXPERIENCE

____ OFTEN DRIVES SIMULTANEOUS IMPROVEMENTS IN QUALITY, COST AND PRODUCTIVITY A. CREDENCE ATTRIBUTES B. TIME REDUCTIONS C. CORPORATE STRATEGIES D. MASS STANDARDIZATION

TIME REDUCTIONS

WHICH OF THE FOLLOWING STATEMENTS REGARDING THE IMPORTANCE OF QUALITY IN ESTABLISHING A COMPETITIVE EDGE IS ACCURATE? A. QUALITY IS NEGATIVELY RELATED TO RETURN ON INVESTMENT FOR ALMOST ALL KINDS OR MARKET SITUATIONS. B. A STRATEGY OF QUALITY IMPROVEMENT IS USUALLY ACCOMPANIED BY INCREASED SHORT-RUN PROFITABILITY C. QUALITY HAS A TRIVIAL EFFECT ON RETURNS IN MOST KINDS OF MARKET SITUATIONS D. BUSINESSES OFFERING PREMIUM-QUALITY GOODS USUALLY HAVE LARGE MARKET SHARES.

BUSINESSES OFFERING PREMIUM-QUALITY GOODS USUALLY HAVE LARGE MARKET SHARES.

A SIGNIFICANT DIFFICULTY IN E-COMMERCE IS SCALABILITY TRUE OR FALSE

TRUE

WHICH OF THE FOLLOWING IS TRUE OF RADIO-FREQUENCY IDENTIFICATION (RFID) TAGS? A. THEY CAN BRING VISIBILITY AND ENHANCED SECURITY TO THE HANDLING AND TRANSPORTATION OF PRODUCTS B. THEY ARE USED TO SEGMENT MARKETS BASE ON DEMOGRAPHIC AND BEHAVORIAL CHARACTERISTICS. C. THEY ARE USED TO CREATE CUSTOMIZED GOODS AND SERVICES AND DELIVER THEM FASTER AT LOWER PRICES D. THEY CAN HELP SMALL COMPANIES CREATE COUNTERFEIT KNOCKOFFS OF GENUINE PRODUCTS

THEY CAN BRING VISIBILITY AND ENHANCED SECURITY TO THE HANDLING AND TRANSPORTATION OF PRODUCTS

_____ CONSISTS OF TWO OR MORE COMPUTER-CONTROLLED MACHINES OR ROBOTS LINKED BY AUTOMATED HANDLING DEVICES SUCH AS TRANSFER MACHINES, CONVEYORS, AND TRANSPORT SYSTEMS. A. COMPUTER-AIDED ENGINEERING (CAE) SYSTEM B. COMPUTER-AIDED DESIGN (CAD) SYSTEMS C. ENTERPRISE PLANNING SYSTEM (EPSS) D. FLEXIBLE MANUFACTURING SYSTEMS (FMSS)

FLEXIBLE MANUFACTURING SYSTEMS (FMSS)

WHICH OF THE FOLLOWING DISTINGUISHES BUSINESS WITH HIGH SCALABILITY FROM THOSE WITH LIMITED SCALABILITY? A. FIRMS WITH HIGH SCALĄBILITY INCUR EXTREMELY LOW FIXED COST, WHEREAS FRIMS WITH LOW SCALABILITY INCUR EXTREMELY HIGH FICED COST B. FRIMS WITH HIGH SCALABILITY HAVE VARIABLE COSTS OF 80 TO 85 PERCENT OF TOTAL COSTS, WHEREAS FRIMS WITH LOW SCALABILITY HAVE VARIABLE COCTS OF ZERO TO FIVE PERCENT OF TOTAL COSTS C. FIRMS WITH HIGH SCALABILITY SERVE ADDITIONAL CUSTOMERS AT EXTREMELY LOW INCREMENTAL COSTS, WHEREAS FRIMS WITH LOW SCALABILITY SERVE ADDITIONAL CUSTOMERS AT HIGH INCREMENTAL VARIABLE COSTS. D. FIRMS WITH HIGH SCALABILITY HAVE A LOW CONTRIBUTION MARGIN, WHEREAS FIRMS WITH LOW SCALABILITY HAVE A HIGH CONTRIBUTION ARGIN.

FIRMS WITH HIGH SCALABILITY SERVE ADDITIONAL CUSTOMERS AT EXTREMELY LOW INCREMENTAL COSTS, WHEREAS FRIMS WITH LOW SCALABILITY SERVE ADDITIONAL CUSTOMERS AT HIGH INCREMENTAL VARIABLE COSTS.

____ CAN BE ATTACHED TO OBJECTS AND USED TO TRACK AND MANAGE INVENTORY AND ASSETS. A. PROXIMITY CARDS B. NANOFOUNTAIN PROBES C. RESISTANCE-TEMPERATURE DETECTORS D. RADIO-FREQUENCY IDENTIFICATION TAGS

RADIO-FREQUENCY IDENTIFICATION TAGS

Which of the following is an advantage of technology use? A. It increases the number of human service providers in firms B. It increases the quality and productivity of firms C. It increases oppotunities for employee empowerment D. It makes it easy for customers too change decisions and return goods.

It increases the quality and productivity of firms

Pentronix, an electronics company, is currently in the preproduction stage of launching one of its new stereo systems. To analyze the feasibility of the product. Pentronix adopts an integrated system that allows it to manufacture the product before it physically exists, that is, the system allows pentronix to finalize the design of the stereo, analyze it, and do a test run. In this context, pentronix is using a(n). A. Enterprise resource planning (erp) system B. Flexible manufacturing system (fms) C. Computer-aided enigeneering (cae) system D. Computer-aided manufacturing (cam) system

Computer-aided engineering (cae) system

CHOOSE ONE ADVANTAGE OF UTILIZING TECHNOLOGY. A. TECHNOLOGY HELPS RESTRUCTURE OLA AND LESS PRODUCTIVE INDUSTRIES B. THE USE OF TECHNOLOGY INCREASES OPPORTUNITIES FOR EMPLOYEE EMPOWERMENT C. TCHNOLOGY INCREASES OPPORTUNITIES FOR EMPLOYEE CREATIVITY. D. THE USE TECHNOLOGY DOES NOT REQUIRE ADHERENCE TO ANY LAWS OR REGULATIONS.

TECHNOLOGY HELPS RESTRUCTURE OLD AND LESS PRODUCTIVE INDUSTRIES

THE PROPORTION OF TIME THE CUSTOMER MUST SPEND IN THE SERVICE DELIVERY SYSTEM COMPARED TO THE OVERALL AMOUNT OF TIME REQUIRED TO SUPPLY THE SERVICE IS USED TO MEASURE CUSTOER INTERACTION. TRUE OR FALSE.

TRUE

AN ENERGY START DISHWASHER RESULTS IN AN INCREASED RELEASE OF CARBON DIOXIDE INTO THE AIR, TRUE OR FALSE

FALSE

THE SPECIFICATIONS FOR AN AUTOMOBILE PART (IN INCHES) ARE 10.00 + OR - 0.15, AND THE TAGUCHI LOSS FUNCTION IS ESTIMATED TO BE L(X) = 9,300 (X-T)2. DETERMINE THE ESTIMATED LOSS PER PART IF THE CONCERNED QUALITY FEATURE HAS AN ACTUAL OF 10.20 INCHES. A. $37200 B. $93000 C. $372 D. $93

$372

IN THE CONTEXT O F THE SERVICE ESCAPE, IN THE SERVICE-DELIVERY SYSTEM DESIGN, BUILDING FOOTPRINTS ARE EXAMPLES OF : A. AMBIENT CONDITIONS B. ARTIFACTS C. SPATIAL LAYOUT AND FUNCTIONALITY D. SIGNS AND SYMBOLS

SPATIAL LAYOUT AND FUNCTIONALITY

THE SPECIFICATIONS FOR A REFRIGERATOR PART (IN CM) ARE 5.00 + OR - 0.10 AND THE TAGUSHI LOSS FUNCTION IS ESTIMATED TO BE L(X) = 5,500 (X-T) 2. DETERMINE THE ESTIMATED LOSS PER PART IF THE QUALITY CHARACTERISTIC (I.E ACTUAL PROCESS PERFORMANCE) UNDER STUDY TAKES ON AVALUE OF 4.91 CM. A. MORE THAN $30 BUT LESS THAN OR EQUAL TO $50 B. MORE THAN $50 BUT LESS THAN OR EQUAL $70 C. MORE THAN $70 BUT LESS THAN OR EQUAL TO $90 D. MORE THAN $90

MORE THAN $30 BUT LESS THAN OR EQUAL TO $50

WHICH OF THE FOLLOWING IS TRUE OF THE HOUSE OF QUALITY? A. IT CONTAINS SUPPLIER ESTIMATIONS B. IT FAILS TO INCORPORATE CUSTOMER REQUIREMENTS C. IT CONTAINS KEY SELLING POINTS AND FEATURES D. IT DOES NOT INCORPORATE COMPETITIVE EVALUATIONS.

IT CONTAINS KEY SELLING POINTS AND FEATURES

UNLIKE THE CUSTOMER BENEFIT PACKAGE DESIGN AND CONFIGURATION STAGE OF DESIGNING GOODS AND SERVICES, THE DETAILED GOODS, SERVICES, AND PROCESS DESIGN A. IS MORE CONCEPTUAL IN NATURE B. IN MORE STRATEGIC IN NATURE C. FOCUSES ON IMPLEMENTATION D. FOCUSES ON THE EVALUATION OF QUALITY

FOCUSES ON IMPLEMENTATION

RACHEL IS THE OWNER OF SOUVENIR-STOP, A CHAIN OF SOUVENIR SHOPS. ONE OF THE SHOPS IS LOCATED AT THE CITY CENTRE MALL. THOUGH THE SHOP IS POPULAR, SHE DOED NOT GET MANY TOURISTS IN THE CITY CENTRE MALL BRANCH. SHE IS CONSIDERING OPENING ANOTHER STORE NEAR A POPULAR TOURIST ATTRACTION TO ATTRACT MORE TOURISTS TO HER SHOP. WHICH OF THE FOLLOWING ELEMENTS OF SERVICE-DELIVERY SYSTEM DESIGN IS RACHEL ADDRESSING? A. THE SERVICE CAPE B. SERVICE PROCESS DESIGN C. FACILITY LOCATION AND LAYOUT D. THE VOICE OF THE CUSTOMER

FACILITY LOCATION AND LAYOUT

AT WHICH OF THE FOLLOWING STAGES ARE THE PERCEPTIONS OF A FIRM AND ITS GOODS AND SERVICES CREATED? A. THE PROCESS DESIGN STAGE B. THE SERVICE-ENCOUNTER DESIGN STAGE C. THE CUSTOMER BENEFIT PACKAGE CONFIGURATION STAGE D. THE MARKET INTRODUCTION AND EVALUATION STAGE.

THE SERVICE-ENCOUNTER DESIGN STAGE

THE WEIGHTED DISTANCE BETWEEN THE FACILITY TO BE LOCATED AND ITS SUPPLY AND DEAMND POINTS RISES WHEN USING THE CENTER-OF-GRAVITY METHOD TRUE OR FALSE

FALSE

WHICH OF THE FOLLOWING IS A DISADVANTAGE OF PUSH SYSTEMS? A. THEY ARE NOT EFFECTIVE WHEN SALES PATTERN ARE CONSISTENT B. THEY ARE NOT EFFECTIVE WHEN THERE ARE FEW DISTRIBUTION CENTER AND PRODUCTS C. THEY INCREASE TRANSPORTATION COSTS IN A SUPPLY CHAIN. D. THEY RESULT IN HIGHER COSTS WHEN FORECASTING SALE SIS DIFFICULT.

THEY RESULT IN HIGHER COCTS WHEN FORECASTING SALES IS DIFFICULT.

A ___ PRODUCES ONLY WHAT IS NEEDED AT UPSTREAM STAGES IN THE SUPPLY CHAIN IN RESPONSE TO CUSTOMER DEMAND SIGNALS FROM DOWNSTREAM STAGES. A. THIRD-PARTY LOGISTICS PROVIDER B. PUSH SYSTEM C. PULL SYSTEMS D. DISTRIBUTION CENTER

PULL SYSTEM

IN THE CONTEXT OF SOURCING, MULTIPLE SUPPLIERS: A. OFTEN PROVIDE THE ABILITY TO FORM CLOSE PARTNERSHIPS B. OFTEN PROVIDE ECONOMIES OF SCALE C. LOWER THE RISK OF SUPPLY DISRUPTION D. LOWER THE CHANCES OF USING A PUSH OR PULL SYSTEM

LOWER THE RISK OF SUPPLY DISRUPTION

ROSS SPEC, INC. IS AN AUTOMOBILE MANUFACTURING FIRM.IT PRODUCES AND ASSEMBLES ALL THE PARTS OF AUTOMOBILES IN ITS FACTORY AND, LATER, SHIPS THE FINISHED PRODUCTS TO ITS STOREHOUSES. THE MANAGERS AT THE STOREHOUSES DISTRIBUTE THE GOODS TO WHOLESALERS. CUSTOMERS THEN BUY THE PRODUCTS FROM TE WHOLESALERS. IN THIS SCENARIO, THE USH-PULL BOUNDARY FOR ROSS SPEC, INC IS AT THE _____ A. FACTORY B. WHOLESALERS C. STOREHOUSES D. ASSEMBLY SECTION

WHOLESALERS

_____ ARE LARGE SCALES, CUSTOMIZED INITIATIVES THAT CONSIST OF MANY SMALLER TASKS AND ACTIVITIES THAT MUST BE COORDINATED AND COMPLETED TO FINISH ON TIME AND WITHIN BUDGET. A. PROJECT B. FLOW SHOPS C. CONTINUOUS FLOW PROCESSES D. ASSEMBLY LINE PROCESSES

PROJECTS

WHICH OF THE FOLLOWING IS A DIFFERENCE BETWEEN FLOW SHOPS AND JOB SHOPS? A. UNLIKE FLOW SHOPS, JOB SHOPS REQUIRE LITTLE OR NO SETUP TIME B. UNLIKE FLOW SHOPS, JOB SHOPS ARE ORGANIZED AROUND A FIXED SEQUENCE OF PROCESS STEPS. C. UNLIKE FLOW SOPS, JOB SHOPS REQUIR FREQUENT MACHINE CHANGEOVERS AND DELAYS D. UNLIKE FLOW SHOPS, JOB SHOPS PRODUCE MANY LARGE-VOLUME GOODS AND SERVICES.

UNLIKE FLOW SHOPS, JOBS SHOPS REQUIRE FREQUENT MACHINE CHANGE OVERS AND DELAYS.

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