Operations management module 1 exam, questions and verified correct answers 2024

Operations Management (OM) - correct answer the science and art of ensuring that goods and services are created and delivered successfully to customers. good - correct answer a physical product that you can see, touch, or possibly consume. durable good - correct answer A good that does not quickly wear out and typically lasts at least three years. nondurable good - correct answer a good that is no longer useful once it's used, or lasts for less than three years. service - correct answer any primary or complementary activity that does not directly produce a physical product service encounter - correct answer an interaction between the customer and the service provider Moments of truth - correct answer episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression Service management - correct answer integrates marketing, human resources, and operations functions to plan, create, and deliver goods and services, and their associated service encounters Value - correct answer the perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them.