Sample questions (midterm2)

Sample questions (midterm2) - Richard T. Farmer School of...

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Richard T. Farmer School of Business, Miami Dr. X. Huang MGT 302: Operations Management Sample Questions – Mid-Exam # 2 Chapter 5 Which of the followings is the implicit service in the service-product bundle provided by Hospital? A) Drugs B) Therapy C) Diagnosis D) Confidence of future health to the greatest extent possible (Key: D) Which of the followings is one of the major challenges faced by managers in the high- interaction/customization type of services? A) Capital decisions B) Managing rigid hierarchy with need for standard operating procedure C) Scheduling workforces D) Reacting to consumer intervention in process (Key: D) According to the service matrix, traditional retailing is an example of: A) Service factory B) Mass service C) Service shop D) Professional service (Key: B) An example of a service business/organization that has both a high degree of interaction and customization and a high degree of labor intensity would be: A) airlines B) hotels C) lawyers D) wholesaling E) hospitals (Key: C) Which of the following statements is true about the service matrix? A) implies how the operations management task/challenge differs between services B) can be used for strategic positioning C) illustrate the connection between manufacturing and service 1
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Richard T. Farmer School of Business, Miami Dr. X. Huang D) only a and b E) a, b, and c (Key: E) T F: Employees working in the back office (i.e. below the line of visibility) require technical skills, and ability to efficiently process routines. (Key: True) Chapter 7 A service blueprint A) indicates which activities are visible to the customer B) diagrams the activities in the service delivery process C) may be used to analyzed the potential failure points in the delivery system D) all of the above (Key: D) Which of the following activities in a material flowchart represents value-added activities? A) Operations B) Inspection C) Delay D) Transportation E) Storage ( Key: A) In his Harvard business review article, Michael Hammer (1990) explained how Ford implemented Business Process Reengineering (BPR). Before BPR, it was up to the accounts payable department to match the purchase order against the receiving document and the invoice and decide whether or not to issue payment. After BPR, the receiving clerk has the right to determine whether or not to accept the goods by checking the database. This change reflects which of the four principles in BPR? A) Organize around outcomes not tasks B) Have the people who do the work process their own information C) Put the decision point where work is performed and build control into the process D) Eliminate unnecessary steps in the process (Key: C) 2
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Richard T. Farmer School of Business, Miami Dr. X. Huang Which of the following questions need not be answered when analyzing the materials and information flows using flow charts? A)
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This note was uploaded on 01/31/2012 for the course MGT 302 taught by Professor Baker during the Spring '09 term at Miami University.

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Sample questions (midterm2) - Richard T. Farmer School of...

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