In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?

In relating operations management and the customer benefit package (CBP), which is the correct timing sequence?

a. Operating system processes lead to customer needs and expectations, which lead to customer benefit package.

b. Customer benefit package leads to customer needs and expectations, which lead to operating system processes.

c. Customer needs and expectations lead to customer benefit package, which leads to operating system processes.

d. Customer needs and expectations lead to operating system processes, which lead to customer benefit package.

Question 4

3 out of 3 points

A golf simulator in a retail sports store is an example of

a. non- durable goods replacing services

b. primary good

c. goods content

d. biztainment

Question 5

3 out of 3 points

Which of the following is not a key activity of an operations manager?

a. translating market knowledge into goods, services, and processes

b. continually learning and adapting to global and environmental changes

c. managing cash flows and strategic investments

d. exploiting technology to improve productivity

Question 6

3 out of 3 points

Service management skills would include all of the following except

a. accounting and finance

b. knowledge and technical expertise about operations

c. marketing and cross-selling

d. human interaction

Question 7

3 out of 3 points

Which one of the following is not an example of biztainment?

a. iPhone applications

b. automobile leasing

c. product demonstrations

d. virtual factory tours

Question 8

3 out of 3 points

The following terms — interchangeability of parts, division of labor, highly repetitive tasks — best relate to a focus on

a. quality

b. efficiency

c. quality

d. time

Question 9

3 out of 3 points

The quality revolution is most related to

a. continuous improvement

b. mass production

c. time-based competition

d. service

Question 10

3 out of 3 points

Which of the following is not a current challenge to OM?

a. globalization

b. technology

c. quality

d. mass production

Question 11

3 out of 3 points

A customer benefit package (CBP) includes

a. only core offerings

b. only peripheral offerings

c. either core or peripheral offerings but not both

d. both core offerings as well as peripheral offerings

Question 12

0 out of 3 points

Which is generally related to service operations?

a. tangible product

b. need for flexible capacity

c. separation of production from consumption

d. large amount of inventory

Question 13

3 out of 3 points

The three issues that are at the core of operations management include all of the following except

a. cost

b. quality

c. utilization

d. efficiency

Question 14

3 out of 3 points

Which of the following would be the lowest in goods content and highest in service content?

a. fast food restaurant

b. attending a theater production

c. getting an oil change for your car

d. filling a medical prescription

Question 15

3 out of 3 points

Computer software would be an example of

a. an intangible good

b. a nondurable good

c. a service

d. a value creation process

Question 16

3 out of 3 points

From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered

a. pre-production services

b. production processes

c. post-production services

d. value creation

Question 17

3 out of 3 points

____ is the process of managing information, services and physical goods to insure their availability at the right place, at the right time, at the right cost and at the right quantity, with the highest attention given to quality.

a. Preproduction service

b. Value proposition

c. Operational structure

d. Value chain integration

Question 18

Explanation & Answer

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