CH 1 Homework Questions

Operations and Supply Chain Mgmt

OSCM is concerned with the management of the entire system that produces a _______ or delivers a _______.

The goods-services continuum consists of which set of the following categories? 1. No goods, some goods, even mix, some service, no service 2. Pure goods, core goods, core services, pure services 3. No service, some service, good service, excellent service 4. self-service, help desk service, face-to-face service, service with a smile

Which of the following are defined as core goods? (something a company specializes in) 1. Chemicals 2. Airlines 3. Data storage systems 4. Hotels

Current issues in OSCM do not include: 1. Coordinating relationships between organizations 2. Increasing global supply chain employment 3. The triple bottom line 4. Managing customer touch points 5. Making senior management aware that OSCM can be competitive weapon

Which of the following is NOT a characteristic that distinguishes services from goods? 1. Service jobs are unskilled 2. A service is intangible 3. Services are perishable 4. Services are heterogeneous 5. None of these

In the history of operations management the use of continuous improvement and value engineering started in what decade?

Which of the following gurus are credited with helping to develop total quality management (TQM)? a. Lillian Gilbreth b. JM Juran c. Robert Jacobs d. George b Dantzig e. FW Harris

Which of the following is not a measure of operations and supply chain management efficiency? a. Inventory turnover b. Asset turnover c. Receivable turnover d.Earning per share e. Revenue per employee

A total systems approach to managing the flow of information, materials and services from raw material suppliers to the end customer is called what?

One of the characteristics that distinguish a manufactured product from a service product is which of the following? a. Customers often directly interact with manufacturing workers b. A service product is superficial c. Customers can purchase the identical service product from a number of outlets d. A manufactured product is a tangible, physical item e. Customers are always directly involved in creating the output

Which of the following product attributes is a value added service? Effectiveness lowest cost internet monitoring of orders speed excellent quality

Operation and supply chain management involves product __________ purchasing manufacturing service _________ logistics distribution

Success depends on

Operations manufacturing and service process used to _______

Supply Chain Processes that move info and material __________

Transformation Processes Physical -

Transformation Processes Location

Transformation Processes Exchange

Transformation Processes Storage

Transformation Processes Physiological

Transformation Processes Informational

Process Activities include:

Planning

Sourcing

Making

Delivering

Returning

The things produced by a service are intangible. Service processes tend to be highly variable and time dependent compared to goods-producing processes.

Service is intangible process because it cannot be weighed or measured

Service requires some degree of interaction with the customer

Services are heterogeneous

Services as a process are perishable and time dependent, why?

What are the package of features that affect the five senses?

Pure goods have industries which have become.....

Examples of Pure Goods are...

Core goods providers already provide a ______ service component as part of their businesses

Examples of Core goods are....

Core service providers must integrate _______ goods.

Example of Core Services are.....

Pure services may have a few goods, but what they do use are textbooks, professional references, and spreadsheets

Examples of pure services are....

Define product-service bundling

Examples of product-service bundling are....

A recent study found that while firms that offer product-service bundles generate higher revenues, they tend to generate _______ profits as a percent of revenues when compared to focused firms.

What are some potential career opportunities in operations and supply chain management

OSCM jobs focus on delivering the goods ______ and at a _____ cost.