SERVICE MANAGEMENT 10 QUESTION SET
WITH RATIONALES AND INFORMATION
TECHNOLOGY AND SERVICE INNOVATION
REVIEW 2026
◉ The use of information technology to monitor and control a
physical process is known as __________.
Answer: process control
◉ Flexible manufacturing systems can be extended __________.
forward to the warehousing and shipping departments
backward to the warehousing and shipping departments
forward to the engineering and inventory control departments
Answer: forward to the warehousing and shipping departments
◉ Which of the following is not a strategy for improving service
productivity?
Answer: Mass customization
,◉ Which of the quadrants in the service process matrix has high
labor intensity and high customization?
Answer: Professional service
◉ Where would an Academy Award show fashion designer fall on
the Service Process Matrix?
High customization and low degree of labor
Low customization and low degree of labor
High customization and high degree of labor
Answer: High customization and high degree of labor
◉ Which of the following technologies would enable a cashier to
scan the entire contents of a shopping cart in seconds?
ANSWER
ASRS
AGV
RFID
Answer: RFID (Radio Frequency Identification) tags can be attached
to products, allowing a scanner to read all items in a shopping cart
simultaneously without scanning each barcode individually.
, ◉ In mass service and professional service, the operations manager
should focus on __________.
automation
human resources
equipment maintenance
Answer: human resources
◉ The crossover point is that production quantity where __________.
fixed costs of a process are equal to its variable costs
total costs equal total revenues for a process
total costs for one process equal total costs for another process
Answer: total costs for one process equal total costs for another
process
◉ A job shop is an example of a(n) __________.
WITH RATIONALES AND INFORMATION
TECHNOLOGY AND SERVICE INNOVATION
REVIEW 2026
◉ The use of information technology to monitor and control a
physical process is known as __________.
Answer: process control
◉ Flexible manufacturing systems can be extended __________.
forward to the warehousing and shipping departments
backward to the warehousing and shipping departments
forward to the engineering and inventory control departments
Answer: forward to the warehousing and shipping departments
◉ Which of the following is not a strategy for improving service
productivity?
Answer: Mass customization
,◉ Which of the quadrants in the service process matrix has high
labor intensity and high customization?
Answer: Professional service
◉ Where would an Academy Award show fashion designer fall on
the Service Process Matrix?
High customization and low degree of labor
Low customization and low degree of labor
High customization and high degree of labor
Answer: High customization and high degree of labor
◉ Which of the following technologies would enable a cashier to
scan the entire contents of a shopping cart in seconds?
ANSWER
ASRS
AGV
RFID
Answer: RFID (Radio Frequency Identification) tags can be attached
to products, allowing a scanner to read all items in a shopping cart
simultaneously without scanning each barcode individually.
, ◉ In mass service and professional service, the operations manager
should focus on __________.
automation
human resources
equipment maintenance
Answer: human resources
◉ The crossover point is that production quantity where __________.
fixed costs of a process are equal to its variable costs
total costs equal total revenues for a process
total costs for one process equal total costs for another process
Answer: total costs for one process equal total costs for another
process
◉ A job shop is an example of a(n) __________.
