COMPREHENSIVE OPERATIONS
MANAGEMENT & SUPPLY CHAIN
REVIEW FOR CPACE EXAM
QUESTIONS AND ANSWERS 100% PASS
2026 UPDATE.
A high-value ratio indicates that customers have a positive perception of a good or service. -
ANS True
The value of a product remains unchanged when the price and the perceived benefits change
proportionally. - ANS False
One way to show hospitality and courtesy to guests at a hotel is to greet them warmly and
politely at the reception desk. This is an instance of: - ANS a moment of truth.
In the context of customer benefit packages, _____ services are those that are not essential to
the primary service but enhance it. - ANS peripheral
Building a high-performing organization with capable leadership and workforce is an example of
_____ sustainability. - ANS economic
Identify a difference between goods and services. - ANS Goods can be stored as physical
inventory, whereas services cannot be stored as physical inventory.
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,_____ is an example of a nondurable good. - ANS Software
In the context of the pre-and postproduction services perspective of a value chain, which of the
following are postproduction services? - ANS Product and service guarantees.
The management of a corporation should find actionable performance measurements to be
meaningful. - ANS True
Which of the following is a quality performance measure at an operational level? -
ANS Customer ratings of goods and services.
_____ measures the degree to which the output of a process meets customer requirements. -
ANS Quality
Which of the following is a crucial criterion that customers use to evaluate service quality? -
ANS Empathy
Which performance view uses metrics like productivity, flow, and asset utilization in the
balanced scorecard model? - ANS The internal perspective
Measures of _____ focus on an organization's people and infrastructure. - ANS innovation
and learning
The innovation and learning perspective in the balanced scorecard model includes measures
such as: - ANS training hours per employee, hiring process effectiveness, and revenue per
employee.
Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
_____ measures. - ANS productivity
Professor Terry Hill's operations strategy framework cannot be applied to service-providing
firms. - ANS False
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, Price, not product performance, is the key differentiator for businesses that make innovation a
vital part of their business strategy. - ANS False
_____ represent the strategic emphasis that a firm places on certain performance measures and
operational capabilities. - ANS Competitive priorities
The style and fit of a jacket can be classified as a(n) _____ attribute. - ANS search
Which of the following distinctions exists between how customers evaluate products and
services? - ANS Customers cannot look at or touch services before the purchase decision,
whereas they can feel a product prior to purchase.
Credence attributes stem from _____ - ANS the nature of services.
Applying Professor Terry Hill's generic strategy framework to McDonald's relates to the
corporate objective of _____ - ANS operational excellence.
Louis Litt's vacation is high in _____ attributes. - ANS experience
_____ often drives simultaneous improvements in quality, cost, and productivity. - ANS Time
reductions
Which of the following statements regarding the importance of quality in establishing a
competitive edge is accurate? - ANS Businesses offering premium-quality goods usually have
large market shares.
A significant difficulty in e-commerce is scalability. - ANS True
Which of the following is true of radio-frequency identification (RFID) tags? - ANS They can
bring visibility and enhanced security to the handling and transportation of products.
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
MANAGEMENT & SUPPLY CHAIN
REVIEW FOR CPACE EXAM
QUESTIONS AND ANSWERS 100% PASS
2026 UPDATE.
A high-value ratio indicates that customers have a positive perception of a good or service. -
ANS True
The value of a product remains unchanged when the price and the perceived benefits change
proportionally. - ANS False
One way to show hospitality and courtesy to guests at a hotel is to greet them warmly and
politely at the reception desk. This is an instance of: - ANS a moment of truth.
In the context of customer benefit packages, _____ services are those that are not essential to
the primary service but enhance it. - ANS peripheral
Building a high-performing organization with capable leadership and workforce is an example of
_____ sustainability. - ANS economic
Identify a difference between goods and services. - ANS Goods can be stored as physical
inventory, whereas services cannot be stored as physical inventory.
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,_____ is an example of a nondurable good. - ANS Software
In the context of the pre-and postproduction services perspective of a value chain, which of the
following are postproduction services? - ANS Product and service guarantees.
The management of a corporation should find actionable performance measurements to be
meaningful. - ANS True
Which of the following is a quality performance measure at an operational level? -
ANS Customer ratings of goods and services.
_____ measures the degree to which the output of a process meets customer requirements. -
ANS Quality
Which of the following is a crucial criterion that customers use to evaluate service quality? -
ANS Empathy
Which performance view uses metrics like productivity, flow, and asset utilization in the
balanced scorecard model? - ANS The internal perspective
Measures of _____ focus on an organization's people and infrastructure. - ANS innovation
and learning
The innovation and learning perspective in the balanced scorecard model includes measures
such as: - ANS training hours per employee, hiring process effectiveness, and revenue per
employee.
Airline revenue per passenger mile and hotel revenue per full-time employee are examples of
_____ measures. - ANS productivity
Professor Terry Hill's operations strategy framework cannot be applied to service-providing
firms. - ANS False
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, Price, not product performance, is the key differentiator for businesses that make innovation a
vital part of their business strategy. - ANS False
_____ represent the strategic emphasis that a firm places on certain performance measures and
operational capabilities. - ANS Competitive priorities
The style and fit of a jacket can be classified as a(n) _____ attribute. - ANS search
Which of the following distinctions exists between how customers evaluate products and
services? - ANS Customers cannot look at or touch services before the purchase decision,
whereas they can feel a product prior to purchase.
Credence attributes stem from _____ - ANS the nature of services.
Applying Professor Terry Hill's generic strategy framework to McDonald's relates to the
corporate objective of _____ - ANS operational excellence.
Louis Litt's vacation is high in _____ attributes. - ANS experience
_____ often drives simultaneous improvements in quality, cost, and productivity. - ANS Time
reductions
Which of the following statements regarding the importance of quality in establishing a
competitive edge is accurate? - ANS Businesses offering premium-quality goods usually have
large market shares.
A significant difficulty in e-commerce is scalability. - ANS True
Which of the following is true of radio-frequency identification (RFID) tags? - ANS They can
bring visibility and enhanced security to the handling and transportation of products.
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
