533559497
1.
Most operations produce a mixture of both products and services.
Which of the following businesses is closest to producing ‘pure’
services?
A)
B)
C)
D)
IT company
Counsellor/therapist
A restaurant
Steel company
2.
Operations can be classified according to the degree of variation
in demand and visibility of the operation as well as their volume
and variety of production. Which of the following operations
would be classified as high variation and high visibility
A)
B)
C)
D)
A fast food restaurant
A carpenter
A high street branch of a bank
A family doctor
3.
Transformation outputs can always be conveniently stored.
A)
B)
True
False
4.
Operations typically differ in terms of volume of output, variety of
output, variation in demand or the degree of ‘visibility’ (ie,
customer contact) that they give to customers of the delivery
process. Please match the following element with the most
appropriate of the above dimensions. Low unit costs are most
closely matched to:
A)
B)
C)
D)
Variety
Variation
Volume
Visibility
5.
Typically high-volume operations do NOT include:
A)
B)
C)
D)
A taxi service
Television manufacture
A fast food restaurant
A theme park
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533559497
6.
Operations can be classified according to their volume and variety
of production, as well as the degree of variation and visibility.
Which of the following operations would be classified as high
volume, low variety?
A)
B)
C)
D)
A fast food restaurant
A family doctor
A high street branch of a bank
A carpenter
7.
Which of the following is NOT a response from operations to the
changing business environment?
A)
B)
C)
D)
Flexible working patterns
Lean process design
Technology replacing manual jobs
Mass marketing
8.
Service processes that have a high number of transactions, often
involving limited customisation, are called:
A)
B)
C)
D)
Dual services
Mass services
Low-complexity services
Service runners
9.
The amount of value-added activity that takes place in the
presence of the customer is called:
A)
B)
C)
D)
Visibility
Variety
Value-added
Variation
10.
Which of the following is an implication of low variety?
A)
B)
C)
D)
Low unit cost
Flexibility needed
High complexity
Matching customers specific needs
11.
Which of the following is NOT an implication of high visibility?
A)
B)
C)
D)
Time lag between production and consumption
High unit cost
Satisfaction governed by customer perception
Customer contact skills needed
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533559497
12.
Which of the following is NOT a process input?
A)
B)
C)
D)
Transported passengers for a train service
Information for the police
Aircraft for an airline
Sales staff for a department store
13.
Using the transformation model, a transformed resource might be
A)
B)
C)
D)
A manufacturing shop
A waitress
A customer
A bank clerk
14.
Creating customer value does NOT include
A)
B)
C)
D)
increasing the perceived benefits
decreasing the time costs
increasing the perceived sacrifice
decreasing the psychological costs
15.
Which of the following is NOT a characteristic of a production-line
approach to provide a service?
A)
B)
C)
D)
Division of labor
Substitution of technology for people
Standardisation of the process and the service provided
High employee autonomy
16.
The term “customer contact” refers to
A)
B)
C)
D)
The handling of the product by the customer
The influence the customer has on service design
The amount of time spent waiting in the system
The physical presence of the customer in the system
17.
For companies offering customised services, which one of the
following is true?
A)
B)
C)
D)
A comprehensive employee recruitment process is very important
Employee tasks are low skilled
A production-line approach to service is desirable
Information processing plays a minor role
18.
When an organisation is focused on high variety there is
A)
B)
C)
D)
Minimal customer experience
Routine, automated processing
Low customer contact skills
Significant customer experience
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533559497
19
Transforming resources include:
A)
B)
C)
D)
Materials
Information
Staff
Customers
20
Operations Management is defined as the activity of managing the
resources which are devoted to:
A)
B)
C)
D)
the management of products and services
the production and delivery of products and services
the resources which produce products and services
the products and services which are managed
21.
R.G Schroeder’s 5 decision areas in Operations Management are:
A)
B)
C)
D)
planning, technology, production, inventory, control
process, capacity, inventory, workforce, quality
process, technology, capacity, workforce, quality
none of these
22.
Why is Operations Management a more encompassing term than
Production Management?
A)
Operations Management is concerned with multiple products and
services
Operations Management refers to service as well as manufacturing
organisations
Operations is broader including the financing and marketing functions
Operations makes use of the tools of quantitative analysis and
computer systems
B)
C)
D)
23.
A transformed input into a large public hospital from the service
point of view would be
A)
B)
C)
D)
physicians’ services
patients
nursing services
administration services
24.
In most organisations the greatest part of total investment is in
A)
B)
C)
D)
finance
stock and work in progress
the operations area
design
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25.
A key difference between products and services is that products
can be
A)
B)
C)
D)
machined
stored
designed
quality controlled
26.
In service operations, the visible operations are,
A)
B)
C)
D)
the accounts department
the location of senior staff
the location of customer contact
the location of the non-contact support services
27.
In services, operations that would be non-visible are,
A)
B)
C)
D)
the washroom
staff offices
the location of customer contact
the location of the non-contact support services
28.
Frederick Taylor advocated a theory of
A)
B)
C)
D)
motivation
scientific management
work study
ergonomics
29
In most organisations the largest number of people report to
A)
B)
C)
D)
the operations manager
the personnel manager
the marketing manager
the gatekeeper
30
The key focus of Operations is
A)
B)
C)
D)
meeting the needs of external customers
meeting the needs of internal customers
maximising revenue
maximising efficiency
31
A useful model to characterise the two contrasting aspects of
service operations is
A)
B)
C)
D)
Front Office v Operations Centre
Front Office v Peripheral Activities
Front Office v Back Office
Design Office v Operations Centre
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32.
Services transform
A)
B)
C)
D)
the customer
the organisation
the producer
the world
33
Operations management is
A)
B)
C)
basic engineering principles applied to an organisation
common sense
the use of computer based systems in production and service
management
a creative and progressive approach to managing the transformation of
resources
D)
34
Implicit Services include:
A)
B)
C)
D)
Training of service personnel
Comprehensiveness
Attitude of service personnel
Availability
35
Examples of front office activities include:
A)
B)
C)
D)
cheque-clearing processes for a retail bank
computer repair processes
a management consultant working with a client
most manufacturing processes.
36
A productive systems approach
A)
B)
C)
D)
View operations as a separate organisation function
Must provide feedback information for control of process inputs and
technology
Is of limited use in service organizations
Disregards human and social concerns
37
People processing services require?
A)
B)
C)
D)
A high degree of vertical integration
High fixed costs
A physical presence
High equipment utilization
38
The type of operation that best describes the position of a waiter
at a restaurant would be classed as:
A)
B)
C)
D)
Front Office
Back office
Hybrid office
Inner Office
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39
A sales representative could be classified as:
A)
B)
C)
D)
Back Office
Hybrid office
Front office
Mid office
40
A service operation that is primarily back office is:
A)
B)
C)
D)
A taxi driver
Till operator at a bank
A payroll assistant that calculates your wages
The waitress at a restaurant
41
Which of the following statements concerning manufacturing and
service organizations is generally true?
A)
A service facility is more likely to serve national or even international
markets
Manufacturing organizations generally find it more difficult to match
capacity with demand
In many service organizations customers themselves are inputs to the
transformation processes.
Most service organizations can buffer themselves against uncertain
demand by creating inventories and smoothing output levels.
B)
C)
D)
42
Which of the following concerning the term customer in operations
management is true
A)
Manufacturing systems can have only internal customers because other
departments are responsible for serving the external customer
All customers are internal in manufacturing and external in services
Only service organizations have external customers because service is
provided in the presence of a customer.
Customers can be internal or external in both manufacturing and
service operations
B)
C)
D)
43
Decisions that are unstructured and have long-term consequences
are:
A)
B)
C)
D)
Tactical decisions
Operational decisions
Strategic decisions
Functional decisions
44
Which of the following is one accepted view of operations
management:
A)
B)
Relates to the financing of corporate assets
A system where inputs pass through one or more operations and are
transformed into outputs (goods or services)
Relates to the development of personnel policies
Relates to budgeting the annual resources between different functional
areas.
C)
D)
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45
Which of the following is NOT a trend in operations management?
A)
B)
C)
D)
Increased role of services
Increased presence of the manufacturing sector
Increased global competition in both manufacturing and services
Increased emphasis on quality
46
Operations management is applicable
A)
B)
C)
D)
Mostly to the service sector
To services exclusively
Mostly to the manufacturing sector
To all firms, whether manufacturing or service
47
Which of the following would not be an operations function in a
fast-food restaurant?
A)
B)
C)
D)
Advertising and promotion
Designing the layout of the facility
Making hamburgers and fries
Purchasing ingredients
48
An operations manager is not likely to be involved in
A)
B)
C)
D
The design of products and services to satisfy customers’ wants and
needs
The identification of customers’ wants and needs
Work scheduling to meet the due dates promised to customers
Forecasting sales
49
The “Father of Scientific Management “ is
A)
B)
C)
D)
Henry Ford
Frederick W Taylor
W. Edwards Deming
None of the above
50
Henry ford is noted for his contributions to
A)
B)
C)
D)
Standardization of parts
Statistical quality control
Assembly line operations
Time and motion studies
51
Which of the following is not a typical attribute of manufactured
goods
A)
B)
C)
D)
Output can be inventoried
Often easy to automate
Aspects of quality difficult to measure
Production and consumption are separate
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52
Which of the following is not a typical service attribute?
A)
B)
C)
D)
Intangible product
Easy to store
Customer interaction is high
Simultaneous production and consumption
53
All of the following are characteristics of today’s consumer market
except
A)
B)
C)
D)
Shorter product life cycles
More customized products
Longer product life cycles
Product proliferation
54
Operations management is concerned only with the day-to-day
operations of the firm’s productive system
A)
B)
True
False
55
Courses in operations management are relevant only to those who
desire to be operations managers
A)
B)
True
False
56
Maintaining the quality of products and services is easier when
production or delivery is closer to home
A)
B)
True
False
57
A process is a group of related tasks with specific inputs and
outputs
A)
B)
True
False
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