Chapter 1 SCM 352

Question 1

______ is the science and art of ensuring that goods and services are created and delivered successfully to customers.

Answer 1

OPERATIONS MANAGEMENT

Question 2

______ includes the design of goods, services, and the processes that create them; the day-to-day management of these processes; and the continual improvement of these goods, services, and processes.

Answer 2

OPERATIONS MANAGEMENT

Question 3

_______ is a measure of how well resources are used in creating outputs.

Answer 3

EFFICIENCY

Question 4

_______ predict the future demand for raw materials, finished goods, and services

Answer 4

FORECASTING

Question 5

________ manage the flow of materials, information, people, and money from suppliers to customers.

Answer 5

SUPPLY CHAIN MANAGMENT

Question 6

_______ determine the best configuration of machines, storage, offices, and departments to provide the highest levels of efficiency and customer satisfaction.

Answer 6

FACILITY LAYOUTY AND DESIGN

Question 7

_______use technology to improve productivity and respond faster to customers.

Answer 7

TECHNOLOGY

Question 8

______ ensure that goos, services, and processes will meet customer expectations and requirements.

Answer 8

QUALITY MANAGEMENT

Question 9

________ coordinate the acquisition of materials , suppliues, and services

Answer 9

PURCHASING

Question 10

_______ ensure that the right amount of resources (labor, equipment, materials, and information) is available when needed.

Answer 10

RESOURCE AND CAPACITY MANAGEMENT

Question 11

______ select the right equipment, information, and work methods to produce high-quality goods and services efficiently.

Answer 11

PROCESS DESIGN

Question 12

_____ decide the best way to assign people to work tasks and job responsibility.

Answer 12

JOB DESIGN

Question 13

______ determine the best types of interavitions between services providers and customers, and how to recover from service upsets.

Answer 13

SERVICE ENCOUNTER DESIGN

Question 14

______ determine when resources such as employees and equipment should be assigned to work.

Answer 14

SCHEDULING

Question 15

____________ decide the best way to manage the risks associated with products and operations to preserve resources for future generations.

Answer 15

SUSTAINABILITY

Question 16

A______ is a physical product that you can see, touch, or possibly consumer.

Answer 16

GOOD

Question 17

List some examples of goods.

Answer 17

CELL PHONES, APPLIANCES, FOOD, FLOWERS, SOAP, AIRPLANES, FURNITURE, COAL, LUMBER, PERSONAL COMPUITERS, PAPER AND INDUSTRY MACHINES.

Question 18

A ______ good is one that is no longer useful once it’s used, or lasts for less than three years.

Answer 18

NONDURABLE

Question 19

A _______ good is one that does not quickly wear out and typically lasts at least three years.

Answer 19

DURABLE

Question 20

A ____ is any primary or complementary activity that does not directly produce a physical product.

Answer 20

SERVICE

Question 21

A _____ is an interaction between the customer and the service provider.

Answer 21

SERVICE ENCOUNTER

Question 22

________ are any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression.

Answer 22

MOMENTS OF EPISODES

Question 23

______ integrates marketing, human resources, and operations functions to plan, create, and deliver goods and services, and their associated service encounters.

Answer 23

SERVICE MANAGEMENT

Question 24

A _____ is a clearly defined set of tangible (goods-content) and intangible (service- content) features that the customer recognizes, pays for, uses, or experiences.

Answer 24

CUSTOMER BENEFIT PACKAGE

Question 25

A ______ is the “core” offering that attracts customers and responds to their basic needs.

Answer 25

PRIMARY GOOD OR SERVICE

Question 26

_______________ are those that are not essential to the primary good or service, but enhance it.

Answer 26

PERIPHERAL GOODS OR SERVICES

Question 27

A ____ is a CBP feature that departs from the standard CBP and is normally location- or firm- specific.

Answer 27

VARIANT

Question 28

______ refers to an organization’s ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.

Answer 28

SUSTAINABILITY

Question 29

______ is an organization’s commitment to the long-term quality of our environment.

Answer 29

ENVIORNMENTAL SUSTAINABILITY

Question 30

______ is an organization’s commitment to maintain healthy communities and a society that improves the quality of life.

Answer 30

SOCIAL SUSTAINABILITY

Question 31

What is the triple bottom line referring to?

Answer 31

ECONOMIC, SOCIAL, AND ENVIORNMENTAL SUSTAINABILITY

Question 32

_____ is a process of transforming data into actions through analysis and insights in the context of organizational decision making and problem solving
.

Answer 32

BUSINESS ANALYTICS

Question 33

_______ is the practice of adding entertainment content to a bundle of goods and services in order to gain competitive advantage.

Answer 33

BIZTAINMENT