O.M. Ch. 1-MC Flashcards
Operations management includes the design of goods and services.
True
The concepts and methods of OM can be used in any job, regardless of the functional area of business or industry.
True
Goods are tangible while services are intangible.
True
A service is an example of a nondurable good.
False
Services that do not involve significant interaction with customers can be managed much the same as goods in a factory.
True
A pair of shoes is an example of a durable good.
False
The demand for goods is more difficult to predict than the demand for services.
False
A service encounter can consist of more than one moment of truth.
True
A patent on a service can provide protection from competitors.
False
For a service delivery system, service availability depends on the system’s capacity.
True
Peripheral goods or services are those that are essential to the primary good or service.
False
Nearly every major activity within an organization involves a process that crosses traditional organizational boundaries.
True
Manufacturing in the U.S. accounts for about 1 in 10 jobs.
True
Today, about 70 percent of the jobs in the U.S. economy are in service-providing processes.
False
Due to more than a half-century of intense focus on quality, it is no longer a challenge, except for the worst of companies.
False
Which of the following is not a typical activity performed by operations managers?
market analysis
Which of the following is not a typical activity performed by operations managers?
cash flow analysis
Which of the following generalizations about services is incorrect?
Service facilities must be located close to suppliers and labor.
A variant is
a CBP feature that departs from the standard CBP and is normally location or firm specific
Which of the following is sequenced: low goods/high service content to high goods/low service content?
psychiatric session, fast food restaurant, toothpaste
Key process categories in business typically include all of the following except
promotional processes
Which of the following eras of operations management are in chronological order (oldest to newest)?
focus on quality, focus on time, focus on sustainability
Operations management has its roots in
the Industrial Revolution
Manufacturing accounts for what proportion of U.S. employment?
about 1 in 10 jobs
