Ch 16 & 17 Flashcards
Companies use a secure socket layer (SSL) protocol to secure payment information transmitted over the Internet from a consumer to a business.
True
Spyware is often installed when users download and install freeware on their computers.
True
Total quality management (TQM) relies on a small cadre of quality experts to exert complete control over the organization’s quality assurance efforts.
False
A strong password is any combination of at least five characters consisting of both letters and numbers and isn’t a common word or name.
False
PayPal is the best-known cybermediary with approximately 100 million active accounts, just in the U.S. alone.
False
Inventory consists of the stocks of finished items, works-in-process, parts, materials, or other resources held by an organization.
True
Southwest Airlines has been very successful at applying lean thinking to its operations.
True
Hardware consists of computer programs that provide instructions to a computer, so that it can perform a desired task.
False
Because the output of service firms is intangible, they are unable to apply the principles of lean production
False
Phishing is a scam where official-looking emails are sent to individuals in an attempt to get them to divulge private information such as passwords, usernames, and account numbers.
True
A data warehouse is a physical storage facility used by management to store and file all hard copies of important documents generated by the business.
False
Operations managers attempt to use effective and efficient methods to produce the right goods and services in the right quantities and distribute them to the right customers at the right time.
True
Black hat hackers are hackers who have no harmful intent. Instead they hack into computers simply for the intellectual challenge it involves.
False
Six Sigma shares some characteristics with TQM, such as an organization-wide focus on quality and a long-term commitment to continuous quality improvement.
True
Supply chains focus exclusively on coordinating the flow of materials and physical goods. The corresponding flows of information, financial resources, and other services are coordinated by enterprise planning systems that are separate from the supply chain.
False
An initiative in 2001 allowed members of the 12 consortium to sponsor other research and educational organizations that did not originally qualify for membership, so they would have access to 12 resources.
True
Many firms have used the Internet to implement very effective viral marketing campaigns that encourage customers and others not employed by the seller to help promote the seller’s products.
True
The key advantage of RFID technology is that it allows the seller of a product to track and monitor the buyer’s use of the product.
False
A major reason American businesses outsource operational activities overseas is to take advantage of the low cost of labor and other resources.
True
To create value effectively, operations managers must find a way to give customers more for their money and still make a profit.
True
_____ is software installed, often erroneously, on a computer that might log each keystroke in an effort to capture passwords and user names to accounts.
a) Screenware
b) Freeware
c) Spyware
d) Adware
c) Spyware
_____ is/are reprogrammable machines that can manipulate materials, tools, and parts to perform a variety of tasks.
a) Robots
b) Automation
c) Drones
d) Diverters
a) Robots
Engineers at every major automobile manufacturer now design new car models using _____ software to create blueprints and three-dimensional drawings.
a) computer-integrated manufacturing
b) computer-aided design
c) flexible manufacturing systems
d) computer-aided manufacturing
b) computer-aided design
The design of the servicescape should reflect consideration of all of the following factors EXCEPT:
a) functionality
b) symbols and signs
c) ambience
d) management oversight
d) management oversight
_____ markets have greater numbers of customers each with fewer dollars to spend, while _____ markets enjoy fewer customers with larger amounts of money to spend at one time.
a) B2C; B2B
b) B2B; B2C
c) Online; business
d) Retail; online
a) B2C; B2B
A data warehouse is
a) a process that uses powerful statistical and mathematical techniques to analyze vast amounts of data.
b) a system that gives managers access to large amounts of data and the processing power to convert the data into high-quality information.
c) organization-wide database providing a centralized location for storing data gathered from sources both internal and external to the organization.
d) the process of going beyond a company’s firewall to store data and run applications.
c) organization-wide database providing a centralized location for storing data gathered from sources both internal and external to the organization.
_____ are files of related records organized according to logical systems and stored on computer-accessible media.
a) Warehouses
b) Databases
c) Extranets
d) Intranets
b) Databases
Background music, lighting and the use of scents are all factors of ____________ in servicescape designs.
a) functionality
b) artifacts
c) ambience
d) symbols
c) ambience
The decision about where to locate a business facility, _______
a) almost always is based on the availability of skilled labor.
b) seldom considers quality of life or legal and political factors because these factors seldom have a noticeable impact on costs of production.
c) usually boils down to where the top manager wants to live.
d) usually requires the analysis of several different factors, but the importance of each factor tends to vary according to the specific type of industry.
d) usually requires the analysis of several different factors, but the importance of each factor tends to vary according to the specific type of industry.
In operations management, quality is defined in terms of:
a) the ratio of cost to output.
b) how well a product satisfies the preferences of customers.
c) the number of defects per thousand units of output.
d) the Baldrige Quality Index.
b) how well a product satisfies the preferences of customers.
Microsoft Word 2007, which is used to write memos, letters, and reports, is an example of
a) server software.
b) network software.
c) system software.
d) applications software.
d) applications software.
The _____ requires senders of unsolicited commercial emails to label their messages as ads and to tell the recipients how to decline future messages.
a) Right to Privacy Act of 2005
b) CAN-SPAM Act of 2003
c) Deceptive Unsolicited Mail Policy (DUMP) Act of 2002
d) STOP-SPAM Act of 2004
b) CAN-SPAM Act of 2003
_____ refers to the physical components used to collect, store, organize, and process data and to distribute information
a) Hardware
b) Software
c) Intranet
d) Extranet
a) Hardware
_____ supplement operating system software in ways that increase the security or capabilities of the computer system. Firewalls, antivirus software, spam blockers, and antispyware are all examples of this software.
a) Secondary software systems
b) Applications software packages
c) Linux servers
d) Utility programs
d) Utility programs
In operations management, _____ refers to completing a task or producing a product at the lowest cost.
a) effectiveness
b) efficiency
c) competence
d) processing
b) efficiency
Services are:
a) consumed where they are provided.
b) shipped.
c) produced independently of the consumer.
d) stored in an inventory.
a) consumed where they are provided.
From an operations management perspective, a manufacturing firm’s value chain includes:
a) the flow of materials and finished goods through all firms involved in production and distribution, plus the corresponding flows of services, financial resources, and information.
b) firms connected with the flow of output through the channel to the final customer, particularly those other companies involved with financial transactions.
c) only vendors that supply goods and services in the production of a firm’s product offerings.
d) all and any forms of software or manufacturing technology it uses in its operation.
a) the flow of materials and finished goods through all firms involved in production and distribution, plus the corresponding flows of services, financial resources, and information.
In recent years, many supply chains have begun using _____ to reduce employee theft.
a) spyware
b) data mining
c) hidden cameras
d) RFID technology
d) RFID technology
The vital function of _____ involves transforming data into useful information for decision makers.
a) business
b) managing partnerships
c) the information technology department
d) transferring networks
c) the information technology department
_____ is the marketing strategy of building relationships with customers. It has experienced a tremendous boost due to the growth of the Internet.
a) Customer mining
b) Customer relationship development
c) A cybermediary
d) Customer maintenance
b) Customer relationship development
