Jane is planning to go on a camping trip. She purchases a bottle of mineral water, a pack of biscuits, a small tube of toothpaste, and a toothbrush from the supermarket near her house. The items that Jane has purchased from the supermarket are _____.
Correct. nondurable goods
Preproduction services of a value chain include warranty and claim services.
A process invariably resides within a department or traditional management function.
In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of preproduction services?
Correct. They focus on gaining a customer.
Jason and his friend went to a coffee shop. They ordered two cappuccinos and received a complimentary chocolate waffle and cookie along with their order. In the context of a customer benefit package (CBP), the chocolate waffle and the cookie are _____.
Correct. peripheral goods
Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.
Service encounter design is a key activity performed by operations managers that involves:
Correct. determining how to recover from service upsets.
A__________is one that does not quickly wear out and typically lasts at least three years.
Correct Answer: durable good
If the value ratio for a good or service is high, the good or service is perceived favorably by customers.
A__________is one that is no longer useful once it's used or lasts for less than three years.
Correct. nondurable good
Purchasing is a key activity performed by operations managers that involves:
Correct. coordinating the acquisition of materials, supplies, and services.
A__________is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.
A _____ is a sequence of activities that is intended to create a certain result, such as a physical good, a service, or information.
Building a high-performing organization with a capable leadership and workforce is an example of _____.
Correct. economic sustainability
A gracious welcome by an employee at the hotel check-in counter is an example of:
Correct. a moment of truth.
In the context of the scope of business and operations performance measurement, which of the following measures is an example of an innovation and learning performance measure?
Correct. Employee satisfaction
The__________is based on a set of cause-and-effect linkages between internal and external performance, and in this fashion, defines the key performance measurements on which service-based firms should focus.
Correct. Service-Profit Chain model
Measures of__________focus on an organization's people and infrastructure.
Correct. innovation and learning
In the context of the triple bottom line (TBL), which of the following is a performance measure of economic sustainability?
Correct. Fines for environmental violations
The table below shows the data for the number of pair of shoes produced and the cost incurred by Fancy Trends Inc. for the year 2015.?
Pair of Shoes Produced 150,000
Cost Incurred Direct Labor Cost $60,000
Energy Cost $5,800
Raw Material Cost $42,000
Based on the given data, the productivity of Fancy Trends Inc. for the year 2015 is _____.
Correct. 1.39 pairs/USD
The ability of an organization to respond quickly to changes in the quantity and type of demand is called _____.
Correct. volume flexibility
Airline revenue per passenger mile and hotel revenue per full-time employee are examples of _____.
Correct. productivity measures
Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.
In the context of the triple bottom line, __________measures include corporate ethics and governance.
Correct. social sustainability
In the context of the triple bottom line (TBL), which of the following measures includes the number of ethical violations?
Correct. Social sustainability
Which of the following is a quality performance measure at an operational level?
Correct. Service representative courtesy
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 laptops to suit its customers' needs best describes _____.
Correct. design flexibility
In an assembly line of a factory that makes gears, it takes fifteen minutes to complete a drilling operation using a lathe. The duration of this operation is called _____.
Correct processing time
Which of the following is a financial performance measure at an organizational level?
Correct. Revenue and profit
According to research, which of the following is a key dimension that customers use to assess service quality?
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