chapter 1

Question 1

is a physical product that you can see, touch, or possibly consume

Answer 1

good

Question 2

the creation of goods and services

Answer 2

production

Question 3

the set of activities that create value in the form of goods and services by transforming inputs into outputs

Answer 3

operations management

Question 4

a global network of organizations and activities that supplies a firm with goods and services

Answer 4

supply chain

Question 5

Provides the basis for future activities by developing strategies, goals and objectives and establishing guidelines, actions and schedules to meet them

Answer 5

planning

Question 6

The process of bringing together the resources (people, material, equipment, technology, information and capital) necessary to perform planned activities

Answer 6

organizing

Question 7

The process of turning plans into realities by assigning specific tasks and responsibilities to employees, motivating them and coordinating their efforts

Answer 7

directing (staffing/leading)

Question 8

Evaluating performance and applying __corrective_ measures to ensure that plans are achieved

Answer 8

controlling

Question 9

long term decisions and concern the determination of broad policies and plans for using the resources of a company to best support its long-term competitive strategy

Answer 9

strategic decisions

Question 10

primarily address how to efficiently manage capacity, inventory and schedules within the constraints of previously made strategic decisions

Answer 10

tactical decisions

Question 11

narrow and __short term_ by comparison and act under the operation constraints set out by the strategic and tactical management decisions

Answer 11

operations decisions

Question 12

is a product that typically lasts at least three years

Answer 12

durable good

Question 13

is perishable and generally lasts for less than three years

Answer 13

nondurable good

Question 14

is any activity that does not directly produce a physical product

Answer 14

service

Question 15

: the degree to which the output of a process meets customer requirements

Answer 15

quality

Question 16

: the physical performance and characteristics of a good

Answer 16

good quality

Question 17

: a good’s primary operating characteristics

Answer 17

performance

Question 18

the “bells and whistles” of a good

Answer 18

features

Question 19

the probability of a good’s surviving over a specified period of time under stated conditions of its use

Answer 19

reliability

Question 20

: the degree to which physical and performance characteristics of a good match pre-established standards

Answer 20

performance

Question 21

the amount of use one gets from a good before it physically deteriorates or until replacement is preferred

Answer 21

durability

Question 22

: the speed, courtesy and competence of repair work

Answer 22

serviceability

Question 23

how a good looks, feels, sounds, tastes or smells

Answer 23

aesthetics

Question 24

consistently meeting or exceeding customer expectations (external focus) and service delivery system performance (internal focus) for all service encounters

Answer 24

service quality

Question 25

physical facilities, uniforms, equipment, vehicles, and appearance of employees

Answer 25

tabgibles

Question 26

willingness to help customers and provide prompt recovery to service upsets

Answer 26

responsiveness

Question 27

knowledge and courtesy of the service-providers, and their ability to inspire trust and confidence in customers

Answer 27

assurance

Question 28

caring attitude and individualized attention provided to its customers

Answer 28

empathy

Question 29

are those attributes that a customer can determine prior to purchasing the goods and/or services

Answer 29

search attributes

Question 30

: are those attributes that can be discerned only after purchase or during consumption or use

Answer 30

experience attributes

Question 31

: are any aspects of a good or service that the customer must __believe____ in, but cannot personally evaluate even after purchase and consumption

Answer 31

credence attributes

Question 32

: A measure of the effective use of resources, expressed as the ratio of output of a process to the input

Answer 32

productivity

Question 33

: doing the job well, with a minimum of resources and waste

Answer 33

efficiency

Question 34

Productivity is a ________ measure

Answer 34

relative

Question 35

Productivity growth (decline) is the increase (decrease) in productivity from one ______ to the next relative to the productivity of the ______ period

Answer 35

period; previous