SCM 414 EXAM 1 PRACTICE QUESTIONS& ANSWERS
_____ management is a key activity of operations managers that involves ensuring that
goods, services, and processes meet customer expectations and requirements.
a. Quality
b. Security
c. Inventory
d. Resource - Answers -Quality
Process design is a key activity of operations managers that involves:
a. selecting the right equipment, information, and work methods to produce high-quality
goods and services efficiently.
b. deciding the best way to assign people to work tasks and job responsibilities.
c. determining when resources such as employees and equipment should be assigned
to work.
d. ensuring that the right amounts of labor, equipment, materials, and information are
available when needed. - Answers -selecting the right equipment, information, and
work methods to produce high-quality goods and services efficiently.
_____ is a key activity of operations managers that involves determining when
resources such as employees and equipment should be assigned to work.
a. Forecasting
b. Scheduling
c. Job design
d. Process design - Answers -scheduling
_____ is a measure of how well resources are used in creating outputs.
a. Cost
b. Quality
c. Efficiency
d. Value - Answers -Efficiency
Which of the following is a difference between goods and services?
a. Goods are not protected by patents, whereas services are protected by patents.
b. Goods are tangible, whereas services are intangible.
c. The demand for goods is difficult to predict, whereas the demand for services is easy
to predict.
d. Goods cannot be stored as physical inventory, whereas services can be stored as
physical inventory. - Answers -Goods are tangible, whereas services are intangible.
Which of the following is true of service facilities?
a. They require employees to focus more on acquiring technical and production skills
than on behavioral skills.
, b. They must be located far from suppliers and customer markets.
c. They must be designed to minimize customer movement through the facilities and
their processes.
d. They tend to rely more on information systems and soft technology than on
machines. - Answers -They tend to rely more on information systems and soft
technology than on machines.
Which of the following is true of services?
a. Services can be stored as physical inventory.
b. Service-providing employees require stronger technical skills than behavioral skills.
c. Customer arrival rates and demand patterns for service delivery systems are easy to
forecast.
d. Customers participate in many service processes, activities, and transactions. -
Answers -Customers participate in many service processes, activities, and transactions.
Which of the following is true of service encounters?
a. Service encounters minimize the moments of truth between a buyer and seller.
b. Customer arrival rates are determined through service encounters.
c. Customers judge the value of a service and form perceptions through service
encounters.
d. Service encounters reduce the need for customer participation in many service
processes and transactions. - Answers -Customers judge the value of a service and
form perceptions through service encounters.
Which of the following is true of goods-producing firms?
a. They use inventory to ensure constant availability of products despite demand
fluctuations.
b. They rely on soft technology to perform work rather than on technical expertise and
production skills.
c. The activities of goods-producing firms involve extensive customer participation.
d. Forecasting in goods-producing firms is always done on a daily or hourly basis, or
even more frequently. - Answers -They use inventory to ensure constant availability of
products despite demand fluctuations.
Which of the following is true of service-providing firms?
a. Employees in service-providing firms require more technical and production skills
than human interaction skills.
b. Scheduling in service-providing firms focuses on when to assign employees and
equipment to accomplish the work most efficiently.
c. Service-producing firms use physical inventory such as raw materials and finished
goods as a buffer for fluctuations in demand.
d. Demand forecasts in service-providing firms are longer, invariable, and can be
aggregated over larger time frames. - Answers -Scheduling in service-providing firms
focuses on when to assign employees and equipment to accomplish the work most
efficiently
_____ management is a key activity of operations managers that involves ensuring that
goods, services, and processes meet customer expectations and requirements.
a. Quality
b. Security
c. Inventory
d. Resource - Answers -Quality
Process design is a key activity of operations managers that involves:
a. selecting the right equipment, information, and work methods to produce high-quality
goods and services efficiently.
b. deciding the best way to assign people to work tasks and job responsibilities.
c. determining when resources such as employees and equipment should be assigned
to work.
d. ensuring that the right amounts of labor, equipment, materials, and information are
available when needed. - Answers -selecting the right equipment, information, and
work methods to produce high-quality goods and services efficiently.
_____ is a key activity of operations managers that involves determining when
resources such as employees and equipment should be assigned to work.
a. Forecasting
b. Scheduling
c. Job design
d. Process design - Answers -scheduling
_____ is a measure of how well resources are used in creating outputs.
a. Cost
b. Quality
c. Efficiency
d. Value - Answers -Efficiency
Which of the following is a difference between goods and services?
a. Goods are not protected by patents, whereas services are protected by patents.
b. Goods are tangible, whereas services are intangible.
c. The demand for goods is difficult to predict, whereas the demand for services is easy
to predict.
d. Goods cannot be stored as physical inventory, whereas services can be stored as
physical inventory. - Answers -Goods are tangible, whereas services are intangible.
Which of the following is true of service facilities?
a. They require employees to focus more on acquiring technical and production skills
than on behavioral skills.
, b. They must be located far from suppliers and customer markets.
c. They must be designed to minimize customer movement through the facilities and
their processes.
d. They tend to rely more on information systems and soft technology than on
machines. - Answers -They tend to rely more on information systems and soft
technology than on machines.
Which of the following is true of services?
a. Services can be stored as physical inventory.
b. Service-providing employees require stronger technical skills than behavioral skills.
c. Customer arrival rates and demand patterns for service delivery systems are easy to
forecast.
d. Customers participate in many service processes, activities, and transactions. -
Answers -Customers participate in many service processes, activities, and transactions.
Which of the following is true of service encounters?
a. Service encounters minimize the moments of truth between a buyer and seller.
b. Customer arrival rates are determined through service encounters.
c. Customers judge the value of a service and form perceptions through service
encounters.
d. Service encounters reduce the need for customer participation in many service
processes and transactions. - Answers -Customers judge the value of a service and
form perceptions through service encounters.
Which of the following is true of goods-producing firms?
a. They use inventory to ensure constant availability of products despite demand
fluctuations.
b. They rely on soft technology to perform work rather than on technical expertise and
production skills.
c. The activities of goods-producing firms involve extensive customer participation.
d. Forecasting in goods-producing firms is always done on a daily or hourly basis, or
even more frequently. - Answers -They use inventory to ensure constant availability of
products despite demand fluctuations.
Which of the following is true of service-providing firms?
a. Employees in service-providing firms require more technical and production skills
than human interaction skills.
b. Scheduling in service-providing firms focuses on when to assign employees and
equipment to accomplish the work most efficiently.
c. Service-producing firms use physical inventory such as raw materials and finished
goods as a buffer for fluctuations in demand.
d. Demand forecasts in service-providing firms are longer, invariable, and can be
aggregated over larger time frames. - Answers -Scheduling in service-providing firms
focuses on when to assign employees and equipment to accomplish the work most
efficiently
