MGSC 395 Exam ACTUAL QUESTIONS
AND CORRECT ANSWERS
Key Differences between Service and Manufacturing - CORRECT ANSWER Services:
intangible, perishable output
output can not be inventories
high customer contact
short response time
labor intensive
quality not easily measure
Manufacturing:
physical, durable output
output can be inventoried
Low customer contact
Long response time
capital intensive
quality easily measured
Difference between operations management and supply chain - CORRECT ANSWER
Operations Management: Tesla Manufacturing
Supply Chain: Amazon Warehouse
Competitive Priorities (Definition) - CORRECT ANSWER The critical dimensions that a
process or supply chain must possess to satisfy its internal or external customers, both now and in the
future
Competitive Priorities (list 1-9) - CORRECT ANSWER 1. Low-cost operations
2. Top quality
3. Consistent quality
, 4. Delivery speed
5. On-time delivery
6. Development speed
7. Customization
8. Variety
9. Volume flexibility
Order qualifiers (definition) - CORRECT ANSWER Minimum level required from a set of
criteria for a firm to do business in a particular market segment
Order winners (definition) - CORRECT ANSWER A criterion customers use to differentiate
the services or products of one firm from those of another
What does DMAIC represent? - CORRECT ANSWER Define
Measure
Analyze
Improve
Control
Process Analysis (Definition) - CORRECT ANSWER The documentation and detailed
understanding of how work is actually done and how the work can be redesigned
Process Improvement (Definition) - CORRECT ANSWER The systematic study of the
activities and flows of each process to improve it
Process Reengineering (Definition) - CORRECT ANSWER The fundamental rethinking and
radical redesign of processes to improve performance dramatically in terms of cost, quality, service,
and speed
Process structures for services (4 key points) - CORRECT ANSWER Customer contact
Customization
Process Divergence
AND CORRECT ANSWERS
Key Differences between Service and Manufacturing - CORRECT ANSWER Services:
intangible, perishable output
output can not be inventories
high customer contact
short response time
labor intensive
quality not easily measure
Manufacturing:
physical, durable output
output can be inventoried
Low customer contact
Long response time
capital intensive
quality easily measured
Difference between operations management and supply chain - CORRECT ANSWER
Operations Management: Tesla Manufacturing
Supply Chain: Amazon Warehouse
Competitive Priorities (Definition) - CORRECT ANSWER The critical dimensions that a
process or supply chain must possess to satisfy its internal or external customers, both now and in the
future
Competitive Priorities (list 1-9) - CORRECT ANSWER 1. Low-cost operations
2. Top quality
3. Consistent quality
, 4. Delivery speed
5. On-time delivery
6. Development speed
7. Customization
8. Variety
9. Volume flexibility
Order qualifiers (definition) - CORRECT ANSWER Minimum level required from a set of
criteria for a firm to do business in a particular market segment
Order winners (definition) - CORRECT ANSWER A criterion customers use to differentiate
the services or products of one firm from those of another
What does DMAIC represent? - CORRECT ANSWER Define
Measure
Analyze
Improve
Control
Process Analysis (Definition) - CORRECT ANSWER The documentation and detailed
understanding of how work is actually done and how the work can be redesigned
Process Improvement (Definition) - CORRECT ANSWER The systematic study of the
activities and flows of each process to improve it
Process Reengineering (Definition) - CORRECT ANSWER The fundamental rethinking and
radical redesign of processes to improve performance dramatically in terms of cost, quality, service,
and speed
Process structures for services (4 key points) - CORRECT ANSWER Customer contact
Customization
Process Divergence
