OPERATIONS MANAGEMENT EXAM WITH CORRECT ANSWERS #7
Ambient conditions are the explicit signals that communicate an image about a firm and
include examples such as mission statements and diplomas on a wall.
True or False - correct answer False
An Energy Star dishwasher results in increased release of carbon dioxide to the air.
True or False - correct answer False
At which of the following stages are the perceptions of a firm and its goods and services
created?
A. The customer benefit package configuration stage
B. The process design stage
C. The service-encounter design stage
D. The market introduction and evaluation stage - correct answer c. The service-
encounter design stage
Customer contact is measured by the percentage of time the customer must be in the
service-delivery system relative to the total time it takes to provide the service.
True or False - correct answer True
David runs a bed and breakfast in the outskirts of a big city. His employees are allowed
to spend up to $200 to resolve any customer complaints, with no questions asked. This
is an example of:
A. Service guarantee.
B. Empowerment.
C. Flexibility.
D. Assurance. - correct answer b. Empowerment.
For manufactured goods, design blueprints specify a nominal value which is the:
A. Specified target dimension of the goods.
B. Range of permissible variation in the target dimension of the goods.
C. Dimension with the greatest variation from the target dimension.
D. Dimension with the least manufacturing cost. - correct answer a. Specified target
dimension of the goods.
For manufactured goods, design blueprints specify a target dimension, along with a
range of permissible variation called the__________.
A. Nominal
, B. Tolerance
C. Leeway
D. Buffer - correct answer b. Tolerance
In the context of designing manufactured goods, socially responsible designs are the
ones that follow the concept of:
A. Design for Environment
B. Design for Accuracy
C. Design for reliability
D. Design for manufacturability - correct answer a. Design for Environment
In the context of quality function deployment, building a House of Quality begins by
identifying the:
A. Voice of the customer.
B. Competitive priorities.
C. Service provider requirements.
D. Marketplace dynamics. - correct answer a. Voice of the customer.
In the context of quality function deployment, one of the first steps to build the House of
Quality is to:
A. Evaluate the marketplace.
B. Conduct prototype testing.
C. Advertise, market, and offer the product to customers.
D. Identify the technical features of the design of the product. - correct answer d.
Identify the technical features of the design of the product.
In the context of service-encounter design, giving discounts to employees is a form of
_____.
A. Compensation
B. Recognition
C. Guarantee
D. Assurance - correct answer b. Recognition
In the context of service-encounter design, high-contact systems would most commonly
be found in:
A. Construction services.
B. Front office operations.
C. Distribution systems.
D. Process designs. - correct answer b. Front office operations.
Ambient conditions are the explicit signals that communicate an image about a firm and
include examples such as mission statements and diplomas on a wall.
True or False - correct answer False
An Energy Star dishwasher results in increased release of carbon dioxide to the air.
True or False - correct answer False
At which of the following stages are the perceptions of a firm and its goods and services
created?
A. The customer benefit package configuration stage
B. The process design stage
C. The service-encounter design stage
D. The market introduction and evaluation stage - correct answer c. The service-
encounter design stage
Customer contact is measured by the percentage of time the customer must be in the
service-delivery system relative to the total time it takes to provide the service.
True or False - correct answer True
David runs a bed and breakfast in the outskirts of a big city. His employees are allowed
to spend up to $200 to resolve any customer complaints, with no questions asked. This
is an example of:
A. Service guarantee.
B. Empowerment.
C. Flexibility.
D. Assurance. - correct answer b. Empowerment.
For manufactured goods, design blueprints specify a nominal value which is the:
A. Specified target dimension of the goods.
B. Range of permissible variation in the target dimension of the goods.
C. Dimension with the greatest variation from the target dimension.
D. Dimension with the least manufacturing cost. - correct answer a. Specified target
dimension of the goods.
For manufactured goods, design blueprints specify a target dimension, along with a
range of permissible variation called the__________.
A. Nominal
, B. Tolerance
C. Leeway
D. Buffer - correct answer b. Tolerance
In the context of designing manufactured goods, socially responsible designs are the
ones that follow the concept of:
A. Design for Environment
B. Design for Accuracy
C. Design for reliability
D. Design for manufacturability - correct answer a. Design for Environment
In the context of quality function deployment, building a House of Quality begins by
identifying the:
A. Voice of the customer.
B. Competitive priorities.
C. Service provider requirements.
D. Marketplace dynamics. - correct answer a. Voice of the customer.
In the context of quality function deployment, one of the first steps to build the House of
Quality is to:
A. Evaluate the marketplace.
B. Conduct prototype testing.
C. Advertise, market, and offer the product to customers.
D. Identify the technical features of the design of the product. - correct answer d.
Identify the technical features of the design of the product.
In the context of service-encounter design, giving discounts to employees is a form of
_____.
A. Compensation
B. Recognition
C. Guarantee
D. Assurance - correct answer b. Recognition
In the context of service-encounter design, high-contact systems would most commonly
be found in:
A. Construction services.
B. Front office operations.
C. Distribution systems.
D. Process designs. - correct answer b. Front office operations.
