OPERATIONS AND SUPPLY CHAIN
MANAGEMENT 2026 MASTER STUDY EXAM
◉ Service - Reliability. Answer: ability to perform the promised
service dependably and accurately
◉ Service - Responsiveness. Answer: willingness to help customers
and provide prompt service
◉ Service - Assurance. Answer: Knowledge and courtesy of
employees and their ability to convey trust and confidence
◉ Service - Empathy. Answer: provision of caring, individualized
attention to customers
◉ Service - Tangibles. Answer: appearance of physical facilities,
equipment, personnel and communication materials including
access and effectiveness of Inter-based information
◉ Good - Performance. Answer: primary operating characteristics of
a product
,◉ Good - Features. Answer: secondary characteristics that
supplement the products basic functioning
◉ Good - Reliability. Answer: length of time a product will function
before it fails, or the probability that it will function for a stated
period of time.
◉ Good - Conformance. Answer: degree to which a product's design
and operating characteristics match pre-established standards
◉ Good - Durability. Answer: ability of a product to function when
subjected to hard and frequent use
◉ Good - Serviceability. Answer: speed, courtesy and competence or
repair
◉ Good - Aesthetics. Answer: how a product looks, feels, sounds,
tastes or smells
◉ Good - Perceived Quality. Answer: image, advertising, or brand
name of product
, ◉ Statistical Process Control. Answer: use of statistical methods to
determine when a process that produces a good or service is getting
close to producing an unacceptable level of defects
◉ Deming's 14 Points for the Transformation of Management.
Answer: 1. Create constancy of purpose toward improvement of
product and service
2. Adopt they new philosophy/Awaken to the challenge of change.
3. Cease dependence on inspection to achieve quality
4. End the practice of awarding business on the basis of the price tag.
5. Improve constantly and forever the system of production and
service/Improve quality to decrease cost
6. Institute training
7. Institute leadership
8. Drive out fear
9. Break down barriers between departments
10. Eliminate slogans and targets
11. Eliminate quotas, substitute leadership
11. Eliminate management by objective, substitute leadership
12. Remove barriers robbing the hourly worker of his right to pride
of workmanship
12. Remove barriers that rob people in management and in
engineering
13. Institute a vigorous program of education and self-employment
MANAGEMENT 2026 MASTER STUDY EXAM
◉ Service - Reliability. Answer: ability to perform the promised
service dependably and accurately
◉ Service - Responsiveness. Answer: willingness to help customers
and provide prompt service
◉ Service - Assurance. Answer: Knowledge and courtesy of
employees and their ability to convey trust and confidence
◉ Service - Empathy. Answer: provision of caring, individualized
attention to customers
◉ Service - Tangibles. Answer: appearance of physical facilities,
equipment, personnel and communication materials including
access and effectiveness of Inter-based information
◉ Good - Performance. Answer: primary operating characteristics of
a product
,◉ Good - Features. Answer: secondary characteristics that
supplement the products basic functioning
◉ Good - Reliability. Answer: length of time a product will function
before it fails, or the probability that it will function for a stated
period of time.
◉ Good - Conformance. Answer: degree to which a product's design
and operating characteristics match pre-established standards
◉ Good - Durability. Answer: ability of a product to function when
subjected to hard and frequent use
◉ Good - Serviceability. Answer: speed, courtesy and competence or
repair
◉ Good - Aesthetics. Answer: how a product looks, feels, sounds,
tastes or smells
◉ Good - Perceived Quality. Answer: image, advertising, or brand
name of product
, ◉ Statistical Process Control. Answer: use of statistical methods to
determine when a process that produces a good or service is getting
close to producing an unacceptable level of defects
◉ Deming's 14 Points for the Transformation of Management.
Answer: 1. Create constancy of purpose toward improvement of
product and service
2. Adopt they new philosophy/Awaken to the challenge of change.
3. Cease dependence on inspection to achieve quality
4. End the practice of awarding business on the basis of the price tag.
5. Improve constantly and forever the system of production and
service/Improve quality to decrease cost
6. Institute training
7. Institute leadership
8. Drive out fear
9. Break down barriers between departments
10. Eliminate slogans and targets
11. Eliminate quotas, substitute leadership
11. Eliminate management by objective, substitute leadership
12. Remove barriers robbing the hourly worker of his right to pride
of workmanship
12. Remove barriers that rob people in management and in
engineering
13. Institute a vigorous program of education and self-employment
