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SCM 352 > Exam 1 extras > Flashcards

Exam 1 extras Flashcards

1
Q

T or F. Operations management includes the design of goods and services.

A

T

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2
Q

The concepts and methods of OM can be used in any job, regardless of the functional area of business or industry.

A

T

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3
Q

Goods are tangible while services are intangible.

A

T

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4
Q

A service is an example of a nondurable good.

A

F

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5
Q

Services that do not involve signigicant interaction with customers can be managed much the same as goods in a factory.

A

T

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6
Q

A pair of shoes is an example of a durable good.

A

F

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7
Q

The demand for goods is more difficult to predict than the dmand for services.

A

F

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8
Q

A service encounter can consist of more than one moment of truth.

A

T

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9
Q

A value chain focuses primarily on the physical movement of goods and material, and supporting flows of information and financial transactions through the supply, production, and distribution processes

A

F

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10
Q

Value chains involve all major functions in an organization.

A

T

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11
Q

A supply chain is broader in scope than a value chain.

A

F

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12
Q

Value can be increased by increasing perceived benefits while holding price or cost constant.

A

T

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13
Q

A competitively dominant customer experience is often called a value proposition.

A

T

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14
Q

. Centralization and decentralization are two forms of operational structure.

A

T

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15
Q

Centralization is the opposite of forward integration.

A

F

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16
Q

Vertical integration refers to reducing the levels of authority in an organization to facilitate quicker decision making.

A

F

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17
Q

Backward integration refers to acquiring capabilities toward suppliers.

A

T

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18
Q

Outsourcing is the opposite of vertical integration.

A

T

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19
Q

. Outsourcing is acquiring parts and material from foreign suppliers.

A

F

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20
Q

Variable costs typically include the cost of leasing equipment.

A

F

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21
Q

Fixed costs typically include administrative costs.

A

T

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22
Q

Outsourcing is a prerequisite to offshoring.

A

F

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23
Q

A multinational enterprise is an organization that sources, produces, and markets its goods and services in several countries.

A

T

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24
Q

The portion of the value chain that focuses primarily on the physical movement of goods and materials, and supporting flows of information and financial transactions through the supply, production, and distribution processes is called the

A

SUPPLY CHAIN

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25
Q

The focus on value has forced many traditional goods-producing companies to add

A

SERVICES

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26
Q

The process of acquiring and consolidating elements of a value chain to achieve more control is called

A

VERTICAL INTEGRATION

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27
Q

Concentrating on one process performance measure at a time is a good idea.

A

F

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28
Q

World-class organizations normally use between 3 and 10 performance measures per process.

A

T

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29
Q

Labor cost is an organizational-level, rather than an operational-level, measure of financial performance.

A

F

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30
Q

Errors in service creation and delivery are sometimes called service upsets.

A

T

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31
Q

Queue time is a fancy term for wait time.

A

T

32
Q

Two important aspects of measuring time performance are speed and accuracy.

A

F

33
Q

Productivity of a process is computed by dividing the quantity of input by the quantity of output.

A

F

34
Q

The measures for the quantity of input and quantity of output used in the productivity equation must be in the same units.

A

F

35
Q

Managers can objectively make internal decisions that impact external outcomes with the aid of interlinking models.

A

T

36
Q

Actionable performance measures provide the basis for decisions at the strategic level in an organization.

A

F

37
Q

The primary purpose of the Baldrige Performance Excellence Program is to provide a framework for performance excellence through neutral, outside-party assessment of an organization’s strengths and weaknesses.

A

F

38
Q

Production being scheduled to real-time sales data is an example of “information replaces assets.”

A

T

39
Q

The Service-Profit Chain focuses on employees or service-providers.

A

T

40
Q

Which of the following is not generally considered a customer-satisfaction measure?

A

CREDIT APPLICATIONS

41
Q

Competitive advantage denotes a firm’s ability to achieve market and financial superiority over its competitors.

A

T

42
Q

Over time, order qualifiers eventually become order winners.

A

F

43
Q

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

A

F

44
Q

Credence attributes are any aspects of a good or service that the customer must believe in, but cannot personally evaluate even after purchase and consumption.

A

T

45
Q

Customers seek and rely more on information from personal sources than from non-personal sources when evaluating services prior to purchase.

A

T

46
Q

Customers perceive lower risks when buying services than when buying goods.

A

F

47
Q

Improvements in quality lead to lower costs.

A

T

48
Q

A strategy of quality improvement usually leads to increased market share, but at a cost in terms of reduced short-run profitability.

A

T

49
Q

Businesses offering premium quality goods usually have large market shares and were early entrants into their markets.

A

T

50
Q

Time reductions in processes reduce costs, but increase the opportunity for mistakes and errors.

A

F

51
Q

Flexibility allows companies to sell profitably at lower volumes.

A

T

52
Q

Mass customization is being able to make whatever goods and services the customer wants as long as the volume demanded is sizeable.

A

F

53
Q

Which markets to pursue and how best to compete in those markets are part of a large organization’s corporate strategy.

A

F

54
Q

Operations design choices are the decisions management must make as to what product and service features should be offered in combination

A

F

55
Q

Goods and service features and performance characteristics that differentiate one customer benefit package from another and win the customer’s business are called

A

ORDER WINNERS

56
Q

_______ are those that be discerned only after purchase or during consumption or use.

A

EXPERIENCE ATTRIBUTES

57
Q

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

A

CREDENCE ATTRIBUTES

58
Q

Dell Computer’s competitive priorities in its manufacturing and sales of PCs are

A

QUALITY AND FLEXIBILITY

59
Q

Operations strategy is an example of

A

FUNCTIONAL STRATEGY

60
Q

An artificial intelligence program is an example of hard technology.

A

F

61
Q

The roots of CIMS began with numerical control machine tools.

A

T

62
Q

Flexible manufacturing systems consist of two or more computer-controlled machines linked by automated handling devices.

A

T

63
Q

CIMS is an example of soft technology.

A

F

64
Q

A return facilitator is defined as any entity – real or virtual – that coordinates and shares information between buyers and sellers

A

F

65
Q

The acronym ERP stands for enterprise resource planning.

A

T

66
Q

The acronym ICT stands for Information and Communication Technology.

A

T

67
Q

Sustainability is a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.

A

F

68
Q

On-line magazines have the potential to be infinitely scalable.

A

T

69
Q

Low scalability implies that serving additional customers requires high incremental variable costs.

A

T

70
Q

Each stage in the development of new technologies requires the operations area to excel at different competitive priorities.

A

T

71
Q

The second stage in the development and adoption of new technologies is build-out.

A

F

72
Q

Which of the following relationships is correct?

A

CAD/CAE +CAM +FMS = CIMS

73
Q

Two examples of integrated operating systems that cut across the value chain are

A

ERP CRM

74
Q

Technology development and adoption generally has three stages; they are

A

BIRTH, TURBULENCE, AND BUILD- OUT

75
Q

In which stage of technology development and adoption does excitement build as technological pioneers crowd into the field and innovations flourish, fueling speculation and investment mania?

A

STAGE 1

SCM 352 (7 decks)

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