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ANSWER KEY TO MIDTERM STUDY GUIDE QUESTIONS MGT 300 SPRING 2008 CHAPTER 1: DEVELOPING A CUSTOMER ORIENTATION TRUE/FALSE 1. Operations Management is the core set of operations used by a company to provide only tangible goods that are sold to customers. False (OM also provides intangible services) 2. Operations management is about the administration of transformation processes. True (Definition of operations management) 3. The product-service bundle is the total value of the customer’s purchase. True (Definition of product-service bundle) 4. The primary value added by service operations is not tangible. True (Definition of service goods,) 5. The term “functional silo” refers to companies where interaction between functional areas such as finance, marketing, and engineering only occur at high levels of the company. True (Definition of functional silo,) 6. Operations management deals with external customers only. False (Operations management deals with internal and external customers) 7. Enterprise Resource Planning (ERP) involves linking various functional areas via decision support programs and common databases. True (Definition of ERP) 8. Adam Smith popularized the concept of Scientific Management in England in the late 1700’s. False (Frederick Taylor developed the concept of Scientific Management, easy) 9 In today’s U.S. economy, manufacturing have become the primary economic sector, ahead of agriculture and services. False (Services have become the primary economic sector) MULTIPLE CHOICE 10. The primary value added by manufactured operations involves a. the transformation of physical materials into physical goods b. the creation of raw materials c. processes to insure final product is shipped 24 68
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d. intangible items consumed during production a (Definition of manufactured value added,) 11. Operations adds value for customers in the following way(s) a. the physical change of materials to goods b. the transportation, storage, and distribution of the finished good c. inspection d. all of the above d (Basic ways operations adds value) 12. An administrative decision-making process that is used to help an organization to leverage its resources toward accomplishing its objectives is a(n) a. transformation process b. internal control process c. business process d. value added process c. (Definition of a business process) 13. Services that allow the customer to enjoy the benefits of the good’s intended use are known as a. supporting services b. facilitating services c. supplemental services d. core services b (Definition of facilitating services) 14. In the Cast-Fab example, one reason Claudio had such a difficult time getting his time saving idea implemented was a. He didn’t work for Cast-Fab b. The company was organized by functional area and the suggestion had difficulty traveling beyond Claudio’s functional area c. His idea was not feasible d. His boss would not listen to him b (Business example of functional silos) 15. Productivity is the relationship between
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