COB 300 Operations Exam #1 Questions and Answers |Fall
2026/2027 Update | 100% Correct
Question 1
service package
Correct Answer
a bundle of goods and services that is provided in some environment
Question 2
five features of a service package
Correct Answer
supporting facility, facilitating goods, information, explicit services, implicit services
Question 3
customer contact
Correct Answer
the physical presence of the customer in the system
Page 1 of 30
,Question 4
Creation of the service
Correct Answer
the work process involved in providing the service itself
Question 5
extent of contact
Correct Answer
the percentage of time the customer must be in the system relative to service time
Question 6
Difference for facility location between high and low contact systems
Correct Answer
High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
Question 7
Differences for facility layout between high and low contact systems
Correct Answer
High: should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Page 2 of 30
, Question 8
Differences for product design between high and low contact systems
Correct Answer
High: environment and physical product define the nature of the service
Low: customer is not in service environment so product can be defined by fewer attributes
Question 9
Differences for process design between high and low contact systems
Correct Answer
High: stages have a direct, immediate effect on the customer
Low: customer is not involved in most steps
Question 10
Differences for scheduling between high and low contact systems
Correct Answer
High: customer is in the schedule and must be accommodated
Low: customer is concerned mainly with completion dates
Page 3 of 30
2026/2027 Update | 100% Correct
Question 1
service package
Correct Answer
a bundle of goods and services that is provided in some environment
Question 2
five features of a service package
Correct Answer
supporting facility, facilitating goods, information, explicit services, implicit services
Question 3
customer contact
Correct Answer
the physical presence of the customer in the system
Page 1 of 30
,Question 4
Creation of the service
Correct Answer
the work process involved in providing the service itself
Question 5
extent of contact
Correct Answer
the percentage of time the customer must be in the system relative to service time
Question 6
Difference for facility location between high and low contact systems
Correct Answer
High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
Question 7
Differences for facility layout between high and low contact systems
Correct Answer
High: should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Page 2 of 30
, Question 8
Differences for product design between high and low contact systems
Correct Answer
High: environment and physical product define the nature of the service
Low: customer is not in service environment so product can be defined by fewer attributes
Question 9
Differences for process design between high and low contact systems
Correct Answer
High: stages have a direct, immediate effect on the customer
Low: customer is not involved in most steps
Question 10
Differences for scheduling between high and low contact systems
Correct Answer
High: customer is in the schedule and must be accommodated
Low: customer is concerned mainly with completion dates
Page 3 of 30
