1) Which of these Managers would be least likely to be considered in an

operations management role within an organization?

a) Production Manager

b) Reservations Manager

c) Financial Risk Manager

d) Quality Manager

2) Operations can be diagnosed by volume, variety, variation and

________________?

a) validity

b) variability

c) value

d) variance

3) The Servuction model recognizes that operations can process customers

through their infrastructure or through their ___________?

a) performance

b) procedures

c) staf

d) systems

4) An order qualifier is ___________________?

a) a characteristic of a product or service that will contribute to winning business

from customers.

b) a characteristic of a product or service that a customer does not expect.

c) a characteristic present only in a high quality product or service.

d) a characteristic of a product or service that a customer expects as a minimum

standard.

5) An order winner is _________________?

a) a characteristic of a product or service that will contribute directly to winning

business from customers.

b) a characteristic of a product or service that a customer does not expect.

 c) a characteristic present only in a high quality product or service.

d) a characteristic of a product or service that a customer expects as a minimum

standard.

6) The physical environment of a service operation is often referred to as

the ___________________?

a) Manuscape

b) Landscape

c) Servicescape

d) Physical scape

7) When an organization owns its suppliers it is known as ________?

a) Downstream supplier collaboration

b) Upstream vertical integration

c) Downstream vertical integration

d) Upstream supplier collaboration

8) In the automotive supply chain information flows in which direction?

a) Towards the end user only

b) Towards the supplier only

c) Between the end user and the operation only

d) Both towards the end user and the supplier

9) The EOQ of an item is calculated using the annual demand together with
the ___________ cost and the __________ cost.

a) Direct and Variable costs

b) Indirect and Holding costs

c) Direct and Ordering costs

d) Ordering and Holding costs

10) What do the letters EOQ stand for?

a) Estimated Order Quantity

b) Economic Order Quantity

c) Estimated Order Quality

d) Economic Order Quality

11) Goods in transit can be tracked using RFID technology. RFID

stands for?

a) Remote File Identification

b) Resource Frequency Identification

c) Radio Frequency Identification

d) Radar Frequency Identification

12) According to Lowson (2003) the two viewpoints of operations

strategy are the market driven view and the ______________?

a) Operations based view

b) Resource based view

c) Quality driven view

d) Supply chain view

13) In a materials processing operation, which process is associated

with the highest variety?

a) Project

b) Job shop

c) Batch process

d) Mass production

14) In a customer processing operation, which process type has the

lowest volume?

a) Mass service

b) Service shop

c) Professional service

d) Self service

15) What is the first step in the Service Firm Life Cycle?

a) Entrepreneurship

b) Introduction
 c) Growth

d) Multi-Site Rationalization

16) Licensing out the manufacture of a product to other firms is

known as ______________?

a) Licensing

b) Multi-Site Rationalization

c) Franchising

d) Outsourcing

17) Which of the following is not a factor which makes managing

capacity in a customer processing operation (CPO) very challenging?

a) Most CPO's are in a fixed locatio.

b) Most CPO's produce services which are consumed at the same time as they are
produced.

c) Most CPO's have a constant demand.

d) The infrastructure of most CPO's is fixed.

18) Having a 'happy hour' in a pub or restaurant is an example of

which type of capacity management?

a) A level capacity strategy

b) A demand management strategy

c) A chase demand strategy

d) A yield management strategy

19) Revenue management is a technique often used by hotels and

airlines to manage demand. It is also known as _____________________?

a) Level capacity

b) Demand management

c) Chase demand

d) Yield management
20) Which of these is not one of the seven characteristics of a service
encounter identified by Czepiel et al (1985)?

a) Specific role for the employee only

b) Mostly task oriented

c) Narrow in scope

d) Follow a pre-determined set of rules