Question 1

3 out of 3 points

A support process could be any of the following except

a. assembling automobiles

b. purchasing materials and supplies

c. managing inventory

d. installing a product

Question 2

3 out of 3 points

Service organizations generally

a. are in close proximity to the customer

b. rely on physical inventory

c. take advantage of patents

d. can delegate human behavior and marketing skills

Question 3

3 out of 3 points

In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?

a. Operating system processes lead to customer needs and expectations, which lead to customer benefit package.

b. Customer benefit package leads to customer needs and expectations, which lead to operating system processes.

c. Customer needs and expectations lead to customer benefit package, which leads to operating system processes.

d. Customer needs and expectations lead to operating system processes, which lead to customer benefit package.

Question 4

3 out of 3 points

A golf simulator in a retail sports store is an example of

a. non- durable goods replacing services

b. primary good

c. goods content

d. biztainment

Question 5

3 out of 3 points

Which of the following is not a key activity of an operations manager?

a. translating market knowledge into goods, services, and processes

b. continually learning and adapting to global and environmental changes

c. managing cash flows and strategic investments

d. exploiting technology to improve productivity

Question 6

3 out of 3 points

Service management skills would include all of the following except

a. accounting and finance

b. knowledge and technical expertise about operations

c. marketing and cross-selling

d. human interaction

Question 7

3 out of 3 points

Which one of the following is not an example of biztainment?

a. iPhone applications

b. automobile leasing

c. product demonstrations

d. virtual factory tours

Question 8

3 out of 3 points

The following terms — interchangeability of parts, division of labor, highly repetitive tasks — best relate to a focus on

a. quality

b. efficiency

c. quality

d. time

Question 9

3 out of 3 points

The quality revolution is most related to

a. continuous improvement

b. mass production

c. time-based competition

d. service

Question 10

3 out of 3 points

Which of the following is not a current challenge to OM?

a. globalization

b. technology

c. quality

d. mass production

Question 11

3 out of 3 points

A customer benefit package (CBP) includes

a. only core offerings

b. only peripheral offerings

c. either core or peripheral offerings but not both

d. both core offerings as well as peripheral offerings

Question 12

0 out of 3 points

Which is generally related to service operations?

a. tangible product

b. need for flexible capacity

c. separation of production from consumption

d. large amount of inventory

Question 13

3 out of 3 points

The three issues that are at the core of operations management include all of the following except

a. cost

b. quality

c. utilization

d. efficiency

Question 14

3 out of 3 points

Which of the following would be the lowest in goods content and highest in service content?

a. fast food restaurant

b. attending a theater production

c. getting an oil change for your car

d. filling a medical prescription

Question 15

3 out of 3 points

Computer software would be an example of

a. an intangible good

b. a nondurable good

c. a service

d. a value creation process

Question 16

3 out of 3 points

From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered

a. pre-production services

b. production processes

c. post-production services

d. value creation

Question 17

3 out of 3 points

____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.

a. Preproduction service

b. Value proposition

c. Operational structure

d. Value chain integration

Question 18

0 out of 3 points

In the value chain model for a hospital, patients, drugs and staff would be considered

a. suppliers

b. inputs

c. processes

d. outputs

Question 19

3 out of 3 points

Outsourcing is

a. the same as offshoring

b. the opposite of vertical integration

c. the opposite of backward integration

d. the same as diversifying

Question 20

3 out of 3 points

The first, second, and third waves of outsourcing experienced by the U.S. are

a. goods-producing jobs, simple service work, skilled knowledge work

b. simple service work, goods-producing jobs, skilled knowledge work

c. simple service work, skilled knowledge work, goods-producing jobs

d. skilled knowledge work, simple service work, goods-producing jobs

 Question 21

0 out of 3 points

A competitively dominant customer experience is often called a

a. perceived benefit

b. preemptive strike

c. moment of truth

d. value proposition

Question 22

3 out of 3 points

For a restaurant, order-taking, bill payment and home delivery would be considered

a. services

b. inputs

c. processes

d. outputs

Question 23

3 out of 3 points

The United States has experienced three waves of outsourcing. Which of the following is not one of the waves?

a. skilled knowledge work

b. mass customization

c. simple service work

d. goods-producing jobs

Question 24

0 out of 3 points

Which of the following is not a component of a value chain?

a. goods and services

b. information

c. sources of labor

d. financial transactions

Question 25

3 out of 3 points

Operational structure of the value chain deals with

a. management hierarchy

b. vertical integration

c. configuration of resources

d. culture

Question 26

3 out of 3 points

Which of the following is not normally considered a variable cost?

a. labor

b. transportation

c. equipment lease

d. material

Question 27

3 out of 3 points

When break-even analysis is applied to an outsourcing decision, the breakeven quantity is

a. the ratio of fixed costs to the difference between variable outsourcing cost and variable in-house production cost

b. the ratio of the difference between variable outsourcing cost and variable in-house production cost to fixed costs

c. the product of the variable costs times the fixed costs

d. the product of the variable costs times the production quantity

Question 28

0 out of 3 points

A company has two alternatives for meeting a customer requirement for 9,000 units of a specialty molding. If done in-house, fixed cost would be $350,000, with variable cost at $30 per unit. If outsourced, the cost is $80 per unit. Determine the breakeven point and determine if they should makeSTRAYER BUS430 WEEK 6 QUIZ 5 LATEST 2016 JANUARY,Business & Finance,$18.00,

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