which of the following statements is true of service employees?
they require good human interaction skills and strong cross-selling skills
which of the following statements is true of service facilities?
they need to be in close proximity to customers
which of the following statements us true of goods-producing processes?
they are mechanistic and controllable because of the lack of customer participation
in order to increase value, an organization must:
decrease price or cost while holding perceived benefits constant
which of the following is an example of a primary service?
the cooling provided by an air conditioner
a _______ is a sequence of activities that is intended to create a certain result, such as a physical good, or service, or information
process
which of the following can be classified as a support process in a business?
technology acquisition
in the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of the postproduction services?
they focus on keeping existing customers
which of the following statements is true of sustainability?
sustainability practices lead to better public perception
ensuring consumer safety in using goods and services is an example of:
social sustainability
T/F vehicles, furniture, and dishwashers are examples of nondurable goods?
false
T/F a pair of running shoes is an example of a durable good?
false
T/F the higher the customer participation in service processes the more certainty a firm has w/ respect to service time and capacity
fasle
T/F a process invariably resides within a department or traditional management function
false
T/F preproduction services of a value chain include warranty and claim services.
false
A _____ is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific
variant
A _____ is a network of facilities and processes that describes the flow of materials, finished goods, services, info, and financial transactions from suppliers, through facilities and processes that create goods and services and those that deliver them t
value chain
_____ refers to raw materials, work-in process, or finished goods that are maintained to support production or satisfy customer demand
inventory
_____ refers to an organizations ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resourc
sustainability
_____ is an organizations commitment to maintain healthy communities and improve the quality of life
social sustainability
in an assembly line of a factory that makes gears, it takes 15 minutes to complete a drilling operation using a lathe. the duration of this operation is called...
processing time
Dextron, a privately owned computer technology company, provides a wide range of customized laptops to suit the needs of students, corporate professionals, and small business owners. In this case, Dextron's ability to provide a wide range of customized la
design flexibility
the ability of an organization to respond quickly to changes in the quantity and type of demand called...
Volume flexibility
the time required to ramp up to an increased production output level in response to a survey in the sales of a product is a measure of...
volume flexibility
_____ us the ability to provide goods and services to customers with min. waste and max. utilization of resources.
operational efficiency
_____ include environmental measures such as energy consumption and recycling and other resource conservation activities.
sustainability measures
in the context of the triple bottom line (TBL) which of the following is a performance measure of economic sustainability
fines for environmental violations
which performance perspectives in the balanced scorecard model includes the percent of sales from goods and services
the customer perspective
which performance perspectives in the balanced scorecard model includes measures such as productivity, flow time, and asset utilization?
the internal perspective
T/F quality measures the degree to which the output of a process conforms to the managements expectations and requirements
false
T/F with interlinking models, managers can objectively make internal decisions that impact external outcomes
true
T/F in the context of the analytics in operations management, it costs 3-5 times more to keep an existing customer than acquire a new customer
false
T/F in the context of value chain model, when "info replaces assets" the costs increase
false
T/F in the context of the value chain model, fewer resources are needed to achieve performance goals when "info replaces assets
true
_____ is the willingness to help customers and provide prompt recovery to service upsets
responsiveness
Key measures of innovation and learning include
percentage of new products developed
in the context of triple bottom line, _____ measures include corporate ethics and governance
social sustainability
the quantitative modeling of cause and effect relationships between external and internal performance criteria is called...
interlinking
_____ are any aspects of a good or service that a customer must believe in but cannot personally evaluate even after the purchase and consumption
credence attributes
eric is admitted to a hospital to undergo a surgery for hernia. he is unable to discern the expertise of the surgeon before nor evaluate the quality of the service after. in this case, the expertise of eric's surgeon is an example of...
credence attribute
which of the following is a difference between the evaluation of goods and the evaluation go services by customers?
customers cannot look at or touch services prior to the purchase decision, where as they can feel a product prior to purchase
according to several research studies, which of the following findings is true of quality in gaining competitive advantage?
businesses offering premium-quality goods usually have larger market shares
which of the following statements is true of quality as a key competitive priority?
it has evolved over the years and now is generally considered an order qualifier
at Ritufa Food Corp., flexibility is the key competitive priority. food products are manufactured according to customers' requirements, at any volume and globally delivered at any time. given this info, Ritufa Food Corp.'s operations strategy is based on.
mass communication
Rues and West Inc. manufactures various electronic goods. It uses mass-customization strategies to make its products available to all consumers at any place in the world. It also manufactures various electronic goods in the same assembly line. Given this
flexiblility
_____ is the discovery and practical application on commercialization of a device, method, or idea that differs from existing norms
innovation
identify a true statement about corporate strategy of large organizations
it is necessary to define the businesses in which a corporation will participate
an operations strategy can be defined as
the set of decisions across the value chain that supports the implementation of higher-level business strategies
_____ is driven by ethics and human ideals of protecting the planet and its people for the well-being of future generations
social sustainability
sustainability is best described as an
organizational strategy
according to professor T. Hill's generic strategy framework to McDonalds, the operating design choices and resource scheduling, inventory placement and control, and standardized operations and job procedures best relate to the corporate objective of...
operational excellence
T/F customer segments cannot be based on sales volume and profitability
false
T/F for firms that adopt innovations as a core component of their strategy, price, not product performance, is the major selling feature.
false
goods and services features and performance characteristics that differentiate one customer benefit package from another and win the customers' business are called
order winners
_____ are those that a customer and determine prior to purchasing goods or services
search attributes
_____ often drive simultaneous improvements in quality, cost, and productivity
time reductions
_____ is an example of innovation in services
internet banking
which of the following is true of radio-frequency identification (RFID) tags?
they can bring visibility and enhanced security to the handling and transportation of products
Valuetronics, an electronics company, is currently in the preproduction stage of launching one of its new stereo systems. In order to analyze the feasibility of the product, Valuetronics adopts an integrated system that allows it to manufacture the produc
computer-aided engineering (CAE) system
We Create Inc. is an electronics company. It designs, produces, and assembles desktop gadgets. The entire process is controlled by programmable robots, which are in turn linked to computers. These computers direct the robots to the appropriate task. In th
flexible manufacturing system
_____ allows all parts of the value chain to immediately recognize and react to changes in demand and supply
electronic transaction capability
in the context of technology in value chains, customer relationship management (CRM)...
exploits the vast amount of data that can be collected from consumers.
which of the following is true of customer relationship management (CRM)
a typical CRM system includes market segmentation and analysis
customer relationship management (CRM) helps firms gain and maintain competitive advantage by...
studying which goods and services are purchased together
identify a benefit of adopting technology.
Technology helps restructure old and less productive industries.
which of the following is a benefit of using technology?
it increases quality and productivity of firms
which of the following is a challenge of adopting technology?
technology leads to job shift and displacement
the fixed costs of WeBuy&Sell.com, an e-commerce website, make up about 90% of the total costs incurred by the company. however, since its primary means of communication is web advertising, WeBuy&Sell.com has a variable costs as a low as 10% of its total
high scalability
which of the following is a difference firms that have high scalability and firms that have low scalability
firms with high scalability serve additional customers at extremely low incremental costs, whereas firms with low scalability serve additional customers
T/F scalability is a key issue in e-commerce
true
T/F low scalability implies that serving additional customers requires low incremental variable costs
false
_____ refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services
hard technology
_____ refers to the application of the internet, computer programs and info systems to provide data, info and analysis to facilitate the creation and delivery of goods and services
soft technology
A _____ is an example of soft technology
database system
_____ machine tools enable the machinists' skills to be duplicated by programable device that controls the movement of a tool used to make complex shapes
numerical content
_____ consist of 2+ computer-controlled machines or robots linked by automated handling devices such as transfer machines, conveyors, and transport systems
flexible manufacturing systems (FMS)
_____ refers to using the internet and technology to provide services that create and deliver time, place, info, entertainment, and exchange value to customers and or support of the sale of goods.
e-service