ISOM 351 EXAMINATION TEST FULL
QUESTIONS AND ACCURATE ANSWERS
GRADED A+
●● 3. Which of the following is an example of a nested process?
A) At the start of the new semester, a student first pays tuition and then
goes to the bookstore.
B) A customer service representative verifies a caller's account
information.
C) A candidate's intent to graduate is checked for financial holds by the
Bursar and for degree requirements by Advising before the diploma mill
prints their sheepskin.
D) A stockbroker calls a client and advises her to sell silver short.
Answer: C) A candidate's intent to graduate is checked for financial
holds by the Bursar and for degree requirements by Advising before the
diploma mill prints their sheepskin.
●● 3. Which of the following statements is more of a general
characteristic of a manufacturing organization, as compared to a service
organization?
A) Short-term demand tends to be highly variable.
B) Operations are more capital intensive.
C) Outputs are more intangible.
D) Quality is more difficult to measure.
,Answer: B) Operations are more capital intensive.
●● 4. Service processes usually have:
A) physical, durable output.
B) low levels of customer contact.
C) output that can be inventoried.
D) low levels of capital intensity.
Answer: D) low levels of capital intensity.
●● 5. A set of activities that delivers value to external customers is a:
A) supply chain.
B) core process.
C) support process.
D) system.
Answer: B) core process.
●● 6. Budgeting, recruiting, and scheduling are examples of a(n):
A) development.
B) core process.
C) support process.
D) system.
Answer: C) support process.
, ●● 7. The process that facilitates the placement of orders and identifies,
attracts, and builds relationships with external customers is called the:
A) customer relationship process.
B) new service development process.
C) order fulfillment process.
D) supplier relationship process.
Answer: A) customer relationship process.
●● 8. The process that includes the activities required to produce and
deliver the service or product to the external customer is called the:
A) customer relationship process.
B) new service development process.
C) order fulfillment process.
D) supplier relationship process.
Answer: C) order fulfillment process.
●● 9. Core competencies are:
A) product or service attributes that represent the needs of a particular
market segment.
B) another name for competitive priorities.
C) various flow strategies.
QUESTIONS AND ACCURATE ANSWERS
GRADED A+
●● 3. Which of the following is an example of a nested process?
A) At the start of the new semester, a student first pays tuition and then
goes to the bookstore.
B) A customer service representative verifies a caller's account
information.
C) A candidate's intent to graduate is checked for financial holds by the
Bursar and for degree requirements by Advising before the diploma mill
prints their sheepskin.
D) A stockbroker calls a client and advises her to sell silver short.
Answer: C) A candidate's intent to graduate is checked for financial
holds by the Bursar and for degree requirements by Advising before the
diploma mill prints their sheepskin.
●● 3. Which of the following statements is more of a general
characteristic of a manufacturing organization, as compared to a service
organization?
A) Short-term demand tends to be highly variable.
B) Operations are more capital intensive.
C) Outputs are more intangible.
D) Quality is more difficult to measure.
,Answer: B) Operations are more capital intensive.
●● 4. Service processes usually have:
A) physical, durable output.
B) low levels of customer contact.
C) output that can be inventoried.
D) low levels of capital intensity.
Answer: D) low levels of capital intensity.
●● 5. A set of activities that delivers value to external customers is a:
A) supply chain.
B) core process.
C) support process.
D) system.
Answer: B) core process.
●● 6. Budgeting, recruiting, and scheduling are examples of a(n):
A) development.
B) core process.
C) support process.
D) system.
Answer: C) support process.
, ●● 7. The process that facilitates the placement of orders and identifies,
attracts, and builds relationships with external customers is called the:
A) customer relationship process.
B) new service development process.
C) order fulfillment process.
D) supplier relationship process.
Answer: A) customer relationship process.
●● 8. The process that includes the activities required to produce and
deliver the service or product to the external customer is called the:
A) customer relationship process.
B) new service development process.
C) order fulfillment process.
D) supplier relationship process.
Answer: C) order fulfillment process.
●● 9. Core competencies are:
A) product or service attributes that represent the needs of a particular
market segment.
B) another name for competitive priorities.
C) various flow strategies.
