WGU D464 COMPETENCY 1:
OPERATIONS MANAGEMENT EXAM
108 QUESTIONS WITH COMPLETE
SOLUTIONS!!
1 of 108
Term
Goods and service features and performance characteristics that
differentiate one customer benefit package from another and win the
customer's business are called_.
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product recalls customer complaints
, market share order winners
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2 of 108
Term
In the context of the types of performance measures, which of the
following is a measure of innovation and learning?
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Patent applications Operational efficiency
Product recalls Labor productivity
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3 of 108
Term
Eric is admitted to a hospital to undergo a surgery for hernia. He is
unable to discern the expertise of his surgeon before the surgery
nor evaluate the quality of the service after the surgery. In this case,
the expertise of Eric's surgeon is an example of a(n)____attribute.
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, credence propinquity
responsiveness empathy
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4 of 108
Term
A _____ is a sequence of activities that is intended to create a certain
result, such as a physical good, a service, or information.
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product procedure
process content
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5 of 108
Term
_____ are the modern successor to bar codes.
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Price tags Digital watermarks
Radio-frequency identification
tags Traditional labels
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6 of 108
Term
Customer relationship management (CRM) helps firms gain and
maintain competitive advantage by:
Give this one a try later!
reducing the number of products studying which goods and
offered. services are purchased
together.
focusing solely on customer
increasing advertising spend.
complaints.
Don't know?
7 of 108
Term
OPERATIONS MANAGEMENT EXAM
108 QUESTIONS WITH COMPLETE
SOLUTIONS!!
1 of 108
Term
Goods and service features and performance characteristics that
differentiate one customer benefit package from another and win the
customer's business are called_.
Give this one a try later!
product recalls customer complaints
, market share order winners
Don't know?
2 of 108
Term
In the context of the types of performance measures, which of the
following is a measure of innovation and learning?
Give this one a try later!
Patent applications Operational efficiency
Product recalls Labor productivity
Don't know?
3 of 108
Term
Eric is admitted to a hospital to undergo a surgery for hernia. He is
unable to discern the expertise of his surgeon before the surgery
nor evaluate the quality of the service after the surgery. In this case,
the expertise of Eric's surgeon is an example of a(n)____attribute.
Give this one a try later!
, credence propinquity
responsiveness empathy
Don't know?
4 of 108
Term
A _____ is a sequence of activities that is intended to create a certain
result, such as a physical good, a service, or information.
Give this one a try later!
product procedure
process content
Don't know?
5 of 108
Term
_____ are the modern successor to bar codes.
, Give this one a try later!
Price tags Digital watermarks
Radio-frequency identification
tags Traditional labels
Don't know?
6 of 108
Term
Customer relationship management (CRM) helps firms gain and
maintain competitive advantage by:
Give this one a try later!
reducing the number of products studying which goods and
offered. services are purchased
together.
focusing solely on customer
increasing advertising spend.
complaints.
Don't know?
7 of 108
Term
