WEEK 2
Question
Question 1
A support process could be any of the following except
Question 2
Service organizations generally
Question 3
In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?
Question 4
A golf simulator in a retail sports store is an example of
Question 5
Which of the following is not a key activity of an operations manager?
Question 6
Service management skills would include all of the following except
Question 7
Which one of the following is not an example of biztainment?
Question 8
The following terms — interchangeability of parts, division of labor, highly repetitive tasks — best relate to a focus on
Question 9
The quality revolution is most related to
Question 10
Which of the following is not a current challenge to OM?
Question 11
A customer benefit package (CBP) includes
Question 12
Which is generally related to service operations?
Question 13
The three issues that are at the core of operations management include all of the following except
Question 14
Which of the following would be the lowest in goods content and highest in service content?
Question 15
Computer software would be an example of
Question 16
From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered
Question 17
____ 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.
Question 18
In the value chain model for a hospital, patients, drugs and staff would be considered
Question 19
Outsourcing is
Question 20
The first, second, and third waves of outsourcing experienced by the U.S. are
Question 21
A competitively dominant customer experience is often called a
Question 22
For a restaurant, order-taking, bill payment and home delivery would be considered
Question 23
The United States has experienced three waves of outsourcing. Which of the following is not one of the waves?
Question 24
Which of the following is not a component of a value chain?
Question 25
Operational structure of the value chain deals with
Question 26
Which of the following is not normally considered a variable cost?
Question 27
When break-even analysis is applied to an outsourcing decision, the breakeven quantity is
Question 28
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.
Question 29
“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
Question 30
____ integration refers to acquiring capabilities at the front of the supply chain, whereas ____ integration refers to acquiring capabilities toward the back end of the supply chain.
STRAYER BUS430 WEEK 3 QUIZ 2 LATEST 2016 JANUARY
Question 1
Of the four performance perspectives of the balanced scorecard model, which is most relevant to operations managers?
Question 2
Which of the following would be an example of an innovation and learning performance measure?
Question 3
In regard to the value chain model, efficiency, cost and cycle time would be most related to
Question 4
The service-profit chain model
Question 5
Of the four models of organizational performance, which two focus on the “big picture” of organizational performance rather than on operational-level framework?
Question 6
The number of patent applications and the number of improvement suggestions implemented relate best to which operational performance measure category?
Question 7
Which of the following would be a typical operational-level quality performance measure?
Question 8
Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
Question 9
Interlinking is the quantitative modeling of cause-and-effect relationships between
Question 10
When Bill Gates stated that “Microsoft is always two years away from failure,” he was emphasizing the importance of
Question 11
Employee satisfaction and other workforce-related measures fall into which perspective in the Balanced Scorecard?
Question 12
At a basic level, quality should be measured in three areas. Which of the following is not one of those areas?
Question 13
Which category of the Malcolm Baldrige National Quality Award examines how the organization fulfills its ethical, legal, and societal responsibilities, and supports its key communities?
Question 14
Of the seven categories of the Malcolm Baldrige National Quality Award criteria, which is least relevant to an operations manager?
Question 15
The triple bottom line (TBL or 3BL) refers to the measurement of sustainability in all of the following areas except
Question 16
With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with having a meal in a restaurant such as taste of the food and courtesy of the server would best be classified as
Question 17
A firm’s ability to achieve market and financial superiority over its competitors is called
Question 18
Requirements that are expected in a good or service are called
Question 19
Which of the following does not describe how customers evaluate services in a manner that differs from the way they evaluate goods?
Question 20
The ____ of a firm defines the strengths that are unique to that organization.
Question 21
Which one of the following statements best represents McDonald’s approach to global business?
Question 22
With regard to the three types of customer attributes in evaluating the quality of goods and services, those associated with the features of a new laptop computer such as processor speed and hard disk capacity would best be classified as
Question 23
Considering the work force component of infrastructure, which term does not fit with the others in a service environment?
Question 24
____ attributes are most likely to be experienced by the customer when using estate planning services.
Question 25
Professor Terry Hill has presented a four-loop framework for operations strategy through an iterative and integrated process. The initial loop is
Question 26
In time sequence, which of the following needs to be accomplished first?
Question 27
With regard to the three types of attributes customers use in evaluating the quality of goods and services, a vacation would best be classified as high in
Question 28
Operations design choices include all of the following except
Question 29
Families of goods or services having similar characteristics or methods of creation are called
Question 30
In an automobile, which of the following would not be considered an order winner?
STRAYER BUS430 WEEK 4 QUIZ 3 LATEST 2016 JANUARY
Question 1
Which of the following would not be included in a typical Customer Relationship Management System (CRM)?
Question 2
According to the National Research Council, companies with computer-integrated manufacturing system experience have been able to
Question 3
____ consist of two or more computer-controlled machines or robots linked by automated handling devices such as transfer machines, conveyors and transport systems.
Question 4
Regarding industrial robots, which choice is not correct?
Question 5
Which of the following enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist?
Question 6
Computer integrated manufacturing systems result in all of the following EXCEPT:
Question 7
Which of the following would not be an activity a return facilitator handles?
Question 8
CRM helps firms gain competitive advantage by all of the following except
Question 9
The dot.com company WebVan focused on
Question 10
Infinite scalability is most related to
Question 11
Database systems, artificial intelligence programs and voice-recognition software are examples of
Question 12
Information technology has significantly affected health care. Which of the following is not an outcome?
Question 13
All organizations face common issues regarding technology. Which item below does not belong on the list of issues?
Question 14
Filing your individual federal tax returns would best be described as what type of value chain?
Question 15
All of the following are benefits of adopting technology except
STRAYER BUS430 WEEK 5 QUIZ 4 LATEST 2016 JANUARY
Question 1
Which of the following is not supported by Japan’s Genichi Taguchi?
Question 2
Which of the following steps is not the same for both goods and services?
Question 3
Which of the following is not included in a failure-mode-and-effects analysis (FMEA)?
Question 4
In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____.
Question 5
A system design consisting of several parallel components that function independently of each other and where the system fails only if all the parallel components fail is an example of
Question 6
The process by which a model is constructed to test a good’s physical properties or use under actual operating conditions is called
Question 7
In design specification terminology, permissible variation is called
Question 8
A bank provides four sequential services to its customers. Over the last quarter, the reliability of each of these services was 92%, 97%, 95% and 90%. What is their overall reliability?
Question 9
Which of the following is not a principal issue in service encounter design?
Question 10
Objectives of service guarantees include all of the following except
Question 11
Which of the following is not one of the six customer attributes that impact the design and configuration of a customer benefit package?
Question 12
Prior to designing and configuring a customer benefit package, a firm should understand and develop its ____.
Question 13
Which of the following is not a principal dimension of a servicescape?
Question 14
A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.
Question 15
Which of the following is not a principal dimension of the servicescape?
Question 16
A process map (flowchart)
Question 17
A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.
Question 18
Which one of the following best describes reengineering?
Question 19
What type of process would a paper mill most likely use?
Question 20
Ships, weddings and estate planning are examples of ____ goods and services
Question 21
The terms, “general purpose equipment,” “flexible and capable of customizing work” and “wide variety of goods or services” best relate to
Question 22
____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.
Question 23
During which phase of a product’s life cycle does low unit cost become a top competitive priority?
Question 24
A(n) ____ is a group of ____ needed to create and deliver an intermediate or final output.
Question 25
Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to
Question 26
The work activity that effectively limits throughput of a process is called a ____.
Question 27
Which of the following is not a major activity in designing a goods-producing or service-providing process?
Question 28
The average number of entities completed per unit time — the output rate — from a process is called ____.
Question 29
Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except
Question 30
Which is the correct order of hierarchy?
STRAYER BUS430 WEEK 6 QUIZ 5 LATEST 2016 JANUARY
Question 1
The determination of specific job tasks and responsibilities is called ____.
Question 2
A ____ layout consists of a functional grouping of equipment or activities that do similar work.
Question 3
Which of the following is not a common approach for designing process layouts?
Question 4
Which type of layout is best for high volumes of demand with few if any setups/changeovers?
Question 5
A(n) ____ performs entire jobs rather than specialized, assembly line work.
Question 6
For a given cycle time in line balancing, assembly-line efficiency can be increased by
Question 7
Assembly line balancing
Question 8
Which one of the following fits best with process layout?
Question 9
All of the following are common objectives of layout studies except
a. Minimize delays in materials handling and customer movement
Question 10
____ is vertical expansion of job duties to give the worker more responsibility.
Question 11
The production of large goods such as airplanes is best accomplished using a ____ layout.
Question 12
An assembly line with 28 activities is to be balanced. The total amount of time required for all 28 activities is 39 minutes. The line will operate for 450 minutes per day. What must the cycle time be to achieve an output rate of 400 units/day?
Question 13
____ set their own goals and inspect their own work, often hire their own replacements and prepare their own budgets.
Question 14
The typical layout of facilities in a hospital would be an example of a ____ layout.
Question 15
A ____ layout is an arrangement based on the sequence of operations that are performed during the manufacturing of a good or the delivery of a service.
Question 16
Factors such as managers’ preferences, services and taxes, available transportation systems, banking services and environmental impacts would be most closely related to which level of the facility location hierarchy?
Question 17
The weights typically used in the center-of-gravity method are
Question 18
The Supply Chain Operations Reference (SCOR) Model function that entails procuring goods and services to meet planned or actual demand is called ____.
Question 19
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 ____.
Question 20
Which of the following is not a basic function of the Supply Chain Operations Reference (SCOR) model?
Question 21
The metric “perfect order fulfillment” is often used to measure ____.
Question 22
Which one of the following is not directly related to a supply chain?
Question 23
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.
Question 24
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 ____.
Question 25
A contract manufacturer can offer significant competitive advantages. Which one of the following is not an advantage of using a contract manufacturer?
Question 26
A push system
Question 27
The point in the supply chain that separates the push system from the pull system is called the
Question 28
The center-of-gravity method takes all the following into account except
Question 29
Managing the flow of goods and materials from the customer backward through the supply chain is called
Question 30
____ is the process of delaying product customization until the product is closer to the customer at the end of a supply chain.
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