Question 1

Managing productive systems that transform resources into finished products, goods, and services for customers is called operations management.

Accepted Answer

A) True 
 B)False

Question 2

The goal of process reengineering is to focus attention on all of the following except

Accepted Answer

A)   improving customer satisfaction.
B)   improving work performance.
C)   breaking people and mindsets away from habits.
D)   eliminating preoccupation with past accomplishments.
E)   continuing the existing ways of doing things.

Question 3

"Productivity" and "competitive advantage" are core issues in operations and services management.

Accepted Answer

A) True 
 B)False

Question 4

Customer relationship management strategically tries to build lasting relationships with and to add value to customers.

Accepted Answer

A) True 
 B)False

Question 5

The term total quality management is used to describe the process of ___.

Accepted Answer

A)   training managers to monitor quality and then making them responsible for overall quality in their areas of responsibility
B)   managing with an organization-wide commitment to continuous improvement, product quality, and customer needs
C)   reducing the need for quality inspections by training employees to be quality conscious
D)   producing holistic work environments
E)   designing and manufacturing quality products

Question 6

Buying groceries for dinner is an example of an external customer purchase process.

Accepted Answer

A) True 
 B)False

Question 7

Eliminating duplication of work and systems bottlenecks is a prime objective of ___.

Accepted Answer

A)   cultural management
B)   corporate social responsibility
C)   mechanistic organization design
D)   bureaucracy
E)   process reengineering

Question 8

ISO certification indicates conformance with a rigorous set of international quality standards.

Accepted Answer

A) True 
 B)False

Question 9

As a general statement, self-management is the ability to understand yourself individually and in the social context.

Accepted Answer

A) True 
 B)False

Question 10

According to some market research surveys, poor service and product quality were ranked number 1 and 2 as reasons why customers abandon a retail store.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not a correct description of some attribute of workflow?

Accepted Answer

A)   Workflow refers to the movement of work from one point to another in a system.
B)   The various steps of a work process must be completed to achieve desired results, and they typically must be completed in a given order.
C)   An important starting point for reengineering is to diagram workflows.
D)   Each step in the workflow should be analyzed to determine whether or not it is adding value.
E)   Special attention should be given to eliminating the role of technology in the work process.

Question 12

The goal of flexible manufacturing systems is to combine flexibility with efficiency.

Accepted Answer

A) True 
 B)False

Question 13

In long-linked technology, a client moves from point to point during service delivery.

Accepted Answer

A) True 
 B)False

Question 14

According to Michael Hammer, which of the following is not a key characteristic of a work process?

Accepted Answer

A)   Tasks are viewed as a group rather than in isolation.
B)   Everyone must share a common goal.
C)   The focus is on accomplishments, not activities.
D)   Everyone is rewarded equally.
E)   Customers are the ones who really count.

Question 15

To have a successful career one must keep focus and build talent in your team workers.

Accepted Answer

A) True 
 B)False

Question 16

Chemical plants and oil refineries are both examples of ___. There are no starting and stopping points. Automated machines control the process and outcomes are predictable.

Accepted Answer

A)   small-batch production
B)   robotics
C)   cellular layouts
D)   continuous-process production
E)   mass production

Question 17

The goal of design for disassembly is to design and manufacture products in ways that consider how their component parts will be recycled at the end of their lives.

Accepted Answer

A) True 
 B)False

Question 18

The various parts of a work process do not all need to be completed, nor do they need to be completed in any given order to achieve desired results.

Accepted Answer

A) True 
 B)False

Question 19

Process driven organizations focus too much on process and not enough on the customer.

Accepted Answer

A) True 
 B)False

Question 20

In the context of control systems, ___ involves checking processes, materials, products, and services to ensure that they meet high standards.

Accepted Answer

A)   purchasing control
B)   quality control
C)   inventory control
D)   management process control
E)   progressive control

Exam 19: Operations and Services Management

The goal of process reengineering is to focus attention on all of the following except

Correct AnswerverifiedShow Answer

The goal of flexible manufacturing systems is to combine flexibility with efficiency.

Correct AnswerverifiedShow Answer

According to Michael Hammer, which of the following is not a key characteristic of a work process?

Correct AnswerverifiedShow Answer

Process driven organizations focus too much on process and not enough on the customer.

Correct AnswerverifiedShow Answer

To have a successful career one must keep focus and build talent in your team workers.

Correct AnswerverifiedShow Answer

Customer relationship management strategically tries to build lasting relationships with and to add value to customers.

Correct AnswerverifiedShow Answer

Eliminating duplication of work and systems bottlenecks is a prime objective of ___.

Correct AnswerverifiedShow Answer

Buying groceries for dinner is an example of an external customer purchase process.

Correct AnswerverifiedShow Answer

As a general statement, self-management is the ability to understand yourself individually and in the social context.

Correct AnswerverifiedShow Answer

Which of the following is not a correct description of some attribute of workflow?

Correct AnswerverifiedShow Answer

According to some market research surveys, poor service and product quality were ranked number 1 and 2 as reasons why customers abandon a retail store.

Correct AnswerverifiedShow Answer

The goal of design for disassembly is to design and manufacture products in ways that consider how their component parts will be recycled at the end of their lives.

Correct AnswerverifiedShow Answer

The various parts of a work process do not all need to be completed, nor do they need to be completed in any given order to achieve desired results.

Correct AnswerverifiedShow Answer

In the context of control systems, ___ involves checking processes, materials, products, and services to ensure that they meet high standards.

Correct AnswerverifiedShow Answer

Managing productive systems that transform resources into finished products, goods, and services for customers is called operations management.

Correct AnswerverifiedShow Answer

"Productivity" and "competitive advantage" are core issues in operations and services management.

Correct AnswerverifiedShow Answer

The term total quality management is used to describe the process of ___.

Correct AnswerverifiedShow Answer

Chemical plants and oil refineries are both examples of ___. There are no starting and stopping points. Automated machines control the process and outcomes are predictable.

Correct AnswerverifiedShow Answer

In long-linked technology, a client moves from point to point during service delivery.

Correct AnswerverifiedShow Answer

ISO certification indicates conformance with a rigorous set of international quality standards.

Correct AnswerverifiedShow Answer

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