COB 300 UPDATED EXAMS TEST PAPER
QUESTIONS AND ANSWERS SURE A+
✔✔Customer order decoupling point - ✔✔where inventory is positioned to allow entities
in the supply chain to operate independently
✔✔How do we make decisions? - ✔✔cost vs benefit
✔✔Chapter 6 Service Processes - ✔✔
✔✔service package - ✔✔a bundle of goods and services that is provided in some
environment
✔✔supporting facility - ✔✔The physical resources that must be in place before a service
can be offered
ex: location (is it centrally located?)
✔✔facilitating goods - ✔✔The material purchased by the buyer or the items provided to
the customer
ex: consistency and quality of the product
✔✔Information - ✔✔Operations data or information
ex: accurate and useful information provided about the product to the customer
, ✔✔explicit services - ✔✔benefits readily observable by customer and an essential
feature of the service
ex: is the company legit? did I get what I ordered?
✔✔implicit services - ✔✔Psychological benefits the customer may sense only vaguely
ex: customer service, is my payment information secured, good atmosphere
✔✔Customer contact - ✔✔the physical presence of the customer in the system
✔✔extent of contact - ✔✔the percentage of time the customer must be in the system
relative to service time
✔✔T/F: Services with high customer contact are more difficult to control - ✔✔True
✔✔Service System Design Matrix - ✔✔
✔✔Chapter 7 Management of Quality - ✔✔
✔✔Quality - ✔✔The ability of a product or service to consistently meet or exceed
customer expectations
✔✔Dimensions of Quality - ✔✔Categories that customers use to judge the quality of a
product
✔✔Performance - ✔✔Main characteristics of the product
✔✔Aesthetic - ✔✔appearance, feel, smell, taste, etc.
✔✔special features - ✔✔extra characteristics
✔✔conformance - ✔✔how well the product conforms to design specifications
✔✔Reliability - ✔✔consistency of performance
✔✔durability - ✔✔the useful life of the product
✔✔percieved quality - ✔✔indirect evaluation of quality
✔✔Servicability - ✔✔handling of complaints or repairs
✔✔Consistency - ✔✔quality doesn't vary
QUESTIONS AND ANSWERS SURE A+
✔✔Customer order decoupling point - ✔✔where inventory is positioned to allow entities
in the supply chain to operate independently
✔✔How do we make decisions? - ✔✔cost vs benefit
✔✔Chapter 6 Service Processes - ✔✔
✔✔service package - ✔✔a bundle of goods and services that is provided in some
environment
✔✔supporting facility - ✔✔The physical resources that must be in place before a service
can be offered
ex: location (is it centrally located?)
✔✔facilitating goods - ✔✔The material purchased by the buyer or the items provided to
the customer
ex: consistency and quality of the product
✔✔Information - ✔✔Operations data or information
ex: accurate and useful information provided about the product to the customer
, ✔✔explicit services - ✔✔benefits readily observable by customer and an essential
feature of the service
ex: is the company legit? did I get what I ordered?
✔✔implicit services - ✔✔Psychological benefits the customer may sense only vaguely
ex: customer service, is my payment information secured, good atmosphere
✔✔Customer contact - ✔✔the physical presence of the customer in the system
✔✔extent of contact - ✔✔the percentage of time the customer must be in the system
relative to service time
✔✔T/F: Services with high customer contact are more difficult to control - ✔✔True
✔✔Service System Design Matrix - ✔✔
✔✔Chapter 7 Management of Quality - ✔✔
✔✔Quality - ✔✔The ability of a product or service to consistently meet or exceed
customer expectations
✔✔Dimensions of Quality - ✔✔Categories that customers use to judge the quality of a
product
✔✔Performance - ✔✔Main characteristics of the product
✔✔Aesthetic - ✔✔appearance, feel, smell, taste, etc.
✔✔special features - ✔✔extra characteristics
✔✔conformance - ✔✔how well the product conforms to design specifications
✔✔Reliability - ✔✔consistency of performance
✔✔durability - ✔✔the useful life of the product
✔✔percieved quality - ✔✔indirect evaluation of quality
✔✔Servicability - ✔✔handling of complaints or repairs
✔✔Consistency - ✔✔quality doesn't vary
