TOPIC 1: OPERATIONS MANAGEMENT
It is recommended that you read business case 9 “Operations Management: Air traffic
operations excellence” (in the recommended book “Business Cases”) before attempting to
answer Questions 1 to 7.
It is not compulsory that you do so, as the answers to the assignment questions can be found in
the prescribed book, Introduction to Business Management (ITBM).
QUESTION 1
There are various classification criteria for service providers. ORTIA can be classified as providing
_____________ services.
1 professional (Refer to Section 11.3.2 in the prescribed textbook)
2 mass
3 job
4 continuous
QUESTION 2
ORTIA had to follow certain stages in the design of their services. Which one of the following is
NOT one of these stages?
1 Screening process
2 Evaluation and improvement
3 Work measurement (Refer to Section 11.4.3.4 in the prescribed textbook)
4 Concept generation
1
It is recommended that you read business case 9 “Operations Management: Air traffic
operations excellence” (in the recommended book “Business Cases”) before attempting to
answer Questions 1 to 7.
It is not compulsory that you do so, as the answers to the assignment questions can be found in
the prescribed book, Introduction to Business Management (ITBM).
QUESTION 1
There are various classification criteria for service providers. ORTIA can be classified as providing
_____________ services.
1 professional (Refer to Section 11.3.2 in the prescribed textbook)
2 mass
3 job
4 continuous
QUESTION 2
ORTIA had to follow certain stages in the design of their services. Which one of the following is
NOT one of these stages?
1 Screening process
2 Evaluation and improvement
3 Work measurement (Refer to Section 11.4.3.4 in the prescribed textbook)
4 Concept generation
1
