OPMA 3306 EXAM 1 QUESTIONS AND
ANSWERS
Operations and supply chain management (OSCM) - Correct Answers -the design,
operation, and improvement of the systems that create and deliver the firm's primary
products and services.
Operations - Correct Answers -refers to manufacturing and service processes that are
used to transform the resources employed by a firm into products desired by customers.
Supply chain - Correct Answers -refers to processes that move information and material
to and from the manufacturing and service processes of the firm.
Processes - Correct Answers -one or more activities that transform inputs into outputs.
Operations and Supply Chain Processes order: - Correct Answers -planning, sourcing,
making, delivering, and returning.
Planning - Correct Answers -consists of the processes needed to operate an existing
supply chain strategically. Here, a firm must determine how anticipated demand will be
met with available resources. A major aspect is developing a set of metrics to monitor
the supply chain so that it is efficient and delivers high quality and value to customers.
Sourcing - Correct Answers -involves the selection of suppliers that will deliver the
goods and services needed to create the firm's product. A set of pricing, delivery, and
payment processes are needed together with metrics for monitoring and improving the
relationships between partners of the firm. These processes include receiving
shipments, verifying them, transferring them to manufacturing facilities, and authorizing
supplier payments.
Making - Correct Answers -is where the major product is produced or the service is
provided. The step requires scheduling processes for workers and coordinating material
and other critical resources such as the equipment to support producing or providing the
service. Metrics that measure speed, quality, and worker productivity are used to
monitor these processes.
Delivering - Correct Answers -is also referred to as a logistics process. Carriers are
picked to move products to warehouses and customers, coordinate and schedule the
movement of goods and information through the supply network, develop and operate a
network of warehouses, and run the information systems that manage the receipt of
orders from customers and the invoicing systems that collect payments from customers.
, Returning - Correct Answers -involves processes for receiving worn-out, defective, and
excess products back from customers and support for customers who have problems
with delivered products. In the case of services, this may involve all types of follow-up
activities that are required for after-sales support.
Five essential differences between services and goods: - Correct Answers -1. a service
is an intangible process that cannot be weighed or measured, whereas a good is a
tangible output of a process that has physical dimensions.
2. a service requires some degree of interaction with the customer for it to be a service.
3. services, with the big exception of hard technologies such as automated teller
machines (ATMs) and information technologies such as answering machines and
automated Internet exchanges, are inherently heterogeneous—they vary from day to
day and even hour by hour as a function of the attitudes of the customers and the
servers.
4. services as a process are perishable and time dependent, and unlike goods, they
can't be stored.
5. the specifications of a service are defined and evaluated as a package of features
that affect the five senses.
Package of features - Correct Answers -Supporting facility (location, decoration, layout,
architectural appropriateness, supporting equipment)
Facilitating goods (variety, consistency, quantity of the physical goods that go with the
service; for example, the food items that accompany a meal service)
Explicit services (training of service personnel, consistency of service performance,
availability and access to the service, and comprehensiveness of the service)
Implicit services (attitude of the servers, atmosphere, waiting time, status, privacy and
security, and convenience)
Product-service bundling - Correct Answers -refers to a company building service
activities into its product offerings for its customers. Such services include maintenance,
spare part provisioning, training, and in some cases, total systems design and R&D.
Efficiency - Correct Answers -means doing something at the lowest possible cost.
Effectiveness - Correct Answers -means doing the right things to create the most value
for the customer.
Value - Correct Answers -the attractiveness of a product relative to its cost
(quality/price).
Benchmarking - Correct Answers -is a process in which one company studies the
processes of another company (or industry) to identify best practices.
ANSWERS
Operations and supply chain management (OSCM) - Correct Answers -the design,
operation, and improvement of the systems that create and deliver the firm's primary
products and services.
Operations - Correct Answers -refers to manufacturing and service processes that are
used to transform the resources employed by a firm into products desired by customers.
Supply chain - Correct Answers -refers to processes that move information and material
to and from the manufacturing and service processes of the firm.
Processes - Correct Answers -one or more activities that transform inputs into outputs.
Operations and Supply Chain Processes order: - Correct Answers -planning, sourcing,
making, delivering, and returning.
Planning - Correct Answers -consists of the processes needed to operate an existing
supply chain strategically. Here, a firm must determine how anticipated demand will be
met with available resources. A major aspect is developing a set of metrics to monitor
the supply chain so that it is efficient and delivers high quality and value to customers.
Sourcing - Correct Answers -involves the selection of suppliers that will deliver the
goods and services needed to create the firm's product. A set of pricing, delivery, and
payment processes are needed together with metrics for monitoring and improving the
relationships between partners of the firm. These processes include receiving
shipments, verifying them, transferring them to manufacturing facilities, and authorizing
supplier payments.
Making - Correct Answers -is where the major product is produced or the service is
provided. The step requires scheduling processes for workers and coordinating material
and other critical resources such as the equipment to support producing or providing the
service. Metrics that measure speed, quality, and worker productivity are used to
monitor these processes.
Delivering - Correct Answers -is also referred to as a logistics process. Carriers are
picked to move products to warehouses and customers, coordinate and schedule the
movement of goods and information through the supply network, develop and operate a
network of warehouses, and run the information systems that manage the receipt of
orders from customers and the invoicing systems that collect payments from customers.
, Returning - Correct Answers -involves processes for receiving worn-out, defective, and
excess products back from customers and support for customers who have problems
with delivered products. In the case of services, this may involve all types of follow-up
activities that are required for after-sales support.
Five essential differences between services and goods: - Correct Answers -1. a service
is an intangible process that cannot be weighed or measured, whereas a good is a
tangible output of a process that has physical dimensions.
2. a service requires some degree of interaction with the customer for it to be a service.
3. services, with the big exception of hard technologies such as automated teller
machines (ATMs) and information technologies such as answering machines and
automated Internet exchanges, are inherently heterogeneous—they vary from day to
day and even hour by hour as a function of the attitudes of the customers and the
servers.
4. services as a process are perishable and time dependent, and unlike goods, they
can't be stored.
5. the specifications of a service are defined and evaluated as a package of features
that affect the five senses.
Package of features - Correct Answers -Supporting facility (location, decoration, layout,
architectural appropriateness, supporting equipment)
Facilitating goods (variety, consistency, quantity of the physical goods that go with the
service; for example, the food items that accompany a meal service)
Explicit services (training of service personnel, consistency of service performance,
availability and access to the service, and comprehensiveness of the service)
Implicit services (attitude of the servers, atmosphere, waiting time, status, privacy and
security, and convenience)
Product-service bundling - Correct Answers -refers to a company building service
activities into its product offerings for its customers. Such services include maintenance,
spare part provisioning, training, and in some cases, total systems design and R&D.
Efficiency - Correct Answers -means doing something at the lowest possible cost.
Effectiveness - Correct Answers -means doing the right things to create the most value
for the customer.
Value - Correct Answers -the attractiveness of a product relative to its cost
(quality/price).
Benchmarking - Correct Answers -is a process in which one company studies the
processes of another company (or industry) to identify best practices.
