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CH 1 Introductiontooperationswithanswers
CH 1 Introductiontooperationswithanswers
CH 1 Introductiontooperationswithanswers
doc
1.
A)
B)
C)
D)
IT company
Counsellor/therapist
A restaurant
Steel company
2.
A)
B)
C)
D)
3.
A)
B)
True
False
4.
A)
B)
C)
D)
Variety
Variation
Volume
Visibility
5.
A)
B)
C)
D)
A taxi service
Television manufacture
A fast food restaurant
A theme park
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6.
A)
B)
C)
D)
7.
A)
B)
C)
D)
8.
A)
B)
C)
D)
Dual services
Mass services
Low-complexity services
Service runners
9.
A)
B)
C)
D)
Visibility
Variety
Value-added
Variation
10.
A)
B)
C)
D)
11.
A)
B)
C)
D)
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12.
A)
B)
C)
D)
13.
A)
B)
C)
D)
A manufacturing shop
A waitress
A customer
A bank clerk
14.
A)
B)
C)
D)
15.
A)
B)
C)
D)
Division of labor
Substitution of technology for people
Standardisation of the process and the service provided
High employee autonomy
16.
A)
B)
C)
D)
17.
A)
B)
C)
D)
18.
A)
B)
C)
D)
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19
A)
B)
C)
D)
Materials
Information
Staff
Customers
20
A)
B)
C)
D)
21.
A)
B)
C)
D)
22.
A)
B)
C)
D)
23.
A)
B)
C)
D)
physicians services
patients
nursing services
administration services
24.
A)
B)
C)
D)
finance
stock and work in progress
the operations area
design
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25.
A)
B)
C)
D)
machined
stored
designed
quality controlled
26.
A)
B)
C)
D)
27.
A)
B)
C)
D)
the washroom
staff offices
the location of customer contact
the location of the non-contact support services
28.
A)
B)
C)
D)
motivation
scientific management
work study
ergonomics
29
A)
B)
C)
D)
30
A)
B)
C)
D)
31
A)
B)
C)
D)
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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)
D)
34
A)
B)
C)
D)
35
A)
B)
C)
D)
36
A)
B)
C)
D)
37
A)
B)
C)
D)
38
A)
B)
C)
D)
Front Office
Back office
Hybrid office
Inner Office
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39
A)
B)
C)
D)
Back Office
Hybrid office
Front office
Mid office
40
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
A)
B)
C)
D)
42
A)
B)
C)
D)
43
A)
B)
C)
D)
Tactical decisions
Operational decisions
Strategic decisions
Functional decisions
44
A)
B)
C)
D)
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45
A)
B)
C)
D)
46
A)
B)
C)
D)
47
A)
B)
C)
D)
48
A)
B)
C)
D
49
A)
B)
C)
D)
Henry Ford
Frederick W Taylor
W. Edwards Deming
None of the above
50
A)
B)
C)
D)
Standardization of parts
Statistical quality control
Assembly line operations
Time and motion studies
51
A)
B)
C)
D)
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52
A)
B)
C)
D)
Intangible product
Easy to store
Customer interaction is high
Simultaneous production and consumption
53
A)
B)
C)
D)
54
A)
B)
True
False
55
A)
B)
True
False
56
A)
B)
True
False
57
A)
B)
True
False
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