MGSC 395 Exam UPDATED QUESTIONS
AND CORRECT ANSWERS
Operations management - CORRECT ANSWER The systematic design, direction, and control
of processes that transforms inputs into serves and products for internal, as well as external, customers
Process - CORRECT ANSWER any activity or group of activities that takes one or more
inputs, transforms them, and provides one or more outputs for its customers
Operation - CORRECT ANSWER a group of resources performing all or part of one or more
processes
Supply Chain - CORRECT ANSWER An interrelated series of processes within and across
firms that produces a service or product to the satisfaction of customers
Supply Chain Management - CORRECT ANSWER the synchronization of a firm's processes
with those of its suppliers and customers to match the flow of materials, services, and information
with customer demand
External Customers - CORRECT ANSWER a customer who is either an end user or an
intermediary (ex. Manufacturers, financial institutions, or retailers) buying the firm's finished services
or products
Internal Customers - CORRECT ANSWER one or more employees or processes that rely on
inputs from other employees or processes in order to perform their work
External Suppliers - CORRECT ANSWER the businesses or individuals who provide the
resources, services, products, and materials for the firm's short-term and long-term needs
Internal Suppliers - CORRECT ANSWER the employees or processes that supply important
information or materials to a firm's processes
Nested process - CORRECT ANSWER the concept of a process within a process
, Core process - CORRECT ANSWER a set of activities that delivers value to external
customers
Supplier relationship process - CORRECT ANSWER a process that selects the suppliers of
services, materials, and information and facilitates the timely and efficient flow of these items into the
firm
New service/product development process - CORRECT ANSWER a process that designs and
develops new services or products from inputs received from external customer specifications or from
the market in general through the customer relationship process
Order fulfillment process - CORRECT ANSWER a process that includes the activities required
to produce and deliver the service or product to the external customer
Customer relationship process - CORRECT ANSWER a process that identifies, attracts, and
builds relationships with external customers, and facilitates the placement of orders by customers,
sometimes referred to as customer relationship management
Support process - CORRECT ANSWER a process that provides vital resources and inputs to
the core processes and therefore is essential to the management of the business
Operations strategy - CORRECT ANSWER the means by which operations implements the
firm's corporate strategy and helps to build a customer driven firm
Environmental scanning - CORRECT ANSWER the process by which managers monitor
trends in the environment for potential opportunities or threats. A crucial reason for environmental
scanning is to stay ahead of the competition
Developing a corporate strategy - CORRECT ANSWER the four considerations are- (1)
Monitoring and adjusting to changes in the business environment, (2) Identifying and developing the
firm's core competencies, (3) developing the firm's core processes, and (4) developing the firm's
global strategies
Productivity = - CORRECT ANSWER output/input
AND CORRECT ANSWERS
Operations management - CORRECT ANSWER The systematic design, direction, and control
of processes that transforms inputs into serves and products for internal, as well as external, customers
Process - CORRECT ANSWER any activity or group of activities that takes one or more
inputs, transforms them, and provides one or more outputs for its customers
Operation - CORRECT ANSWER a group of resources performing all or part of one or more
processes
Supply Chain - CORRECT ANSWER An interrelated series of processes within and across
firms that produces a service or product to the satisfaction of customers
Supply Chain Management - CORRECT ANSWER the synchronization of a firm's processes
with those of its suppliers and customers to match the flow of materials, services, and information
with customer demand
External Customers - CORRECT ANSWER a customer who is either an end user or an
intermediary (ex. Manufacturers, financial institutions, or retailers) buying the firm's finished services
or products
Internal Customers - CORRECT ANSWER one or more employees or processes that rely on
inputs from other employees or processes in order to perform their work
External Suppliers - CORRECT ANSWER the businesses or individuals who provide the
resources, services, products, and materials for the firm's short-term and long-term needs
Internal Suppliers - CORRECT ANSWER the employees or processes that supply important
information or materials to a firm's processes
Nested process - CORRECT ANSWER the concept of a process within a process
, Core process - CORRECT ANSWER a set of activities that delivers value to external
customers
Supplier relationship process - CORRECT ANSWER a process that selects the suppliers of
services, materials, and information and facilitates the timely and efficient flow of these items into the
firm
New service/product development process - CORRECT ANSWER a process that designs and
develops new services or products from inputs received from external customer specifications or from
the market in general through the customer relationship process
Order fulfillment process - CORRECT ANSWER a process that includes the activities required
to produce and deliver the service or product to the external customer
Customer relationship process - CORRECT ANSWER a process that identifies, attracts, and
builds relationships with external customers, and facilitates the placement of orders by customers,
sometimes referred to as customer relationship management
Support process - CORRECT ANSWER a process that provides vital resources and inputs to
the core processes and therefore is essential to the management of the business
Operations strategy - CORRECT ANSWER the means by which operations implements the
firm's corporate strategy and helps to build a customer driven firm
Environmental scanning - CORRECT ANSWER the process by which managers monitor
trends in the environment for potential opportunities or threats. A crucial reason for environmental
scanning is to stay ahead of the competition
Developing a corporate strategy - CORRECT ANSWER the four considerations are- (1)
Monitoring and adjusting to changes in the business environment, (2) Identifying and developing the
firm's core competencies, (3) developing the firm's core processes, and (4) developing the firm's
global strategies
Productivity = - CORRECT ANSWER output/input
