Question 11 .1.34 out of 1.34 pointsOSCM is a functional field of business with clear line management responsibilities..
Question 12 .1.34 out of 1.34 pointsAn implicit service implies psychological benefits that the customer may sense only vaguely. Question 13 .1.34 out of 1.34 points"Supply chain" refers to processes that move information and material to and from the manufacturing and service processes of the firm..
Question 14 . 1.34 out of 1.34 points Efficiency means doing the right things to create the most value for the company. . Question 15 . 1.34 out of 1.34 points An important aspect of service products is that they cannot be inventoried. .
Question 16 . 1.34 out of 1.34 points Services often take the form of repeated encounters involving face-to-face interactions. . Question 17 . 1.34 out of 1.34 points One characteristic of a well-designed service system is that it is cost-effective. . Question 18
. 1.34 out of 1.34 points By following a straddling strategy, firms can broaden their capabilities and effectively compete with more focused firms in markets requiring low cost for success. . Question 19 . 0 out of 1.34 points Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services. . Question 20
. 1.34 out of 1.34 points It is not necessary that a well-designed service system be robust. . Question 21 . 1.34 out of 1.34 points The term "value" refers to the relationship between quality and the price paid by the consumer. . Question 22 .
1.34 out of 1.34 points Question 23 .1.34 out of 1.34 pointsA major aspect of planning involves developing a set of metrics to monitor the supply chain. Question 24 .
0 out of 1.34 points The work process involved in providing the service must involve the physical presence of the customer in the system. . Question 25 . 1.34 out of 1.34 points "Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers. . Question 26
. 1.34 out of 1.34 points Returning involves processes for receiving worn-out, defective, and excess products back from customers but does not involve support for customers who have problems with the product. . Question 27 . 1.34 out of 1.34 points The triple bottom line considers evaluating the firm against social, economic, and environmental criteria. .
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