Operations and Supply Chain Management 2nd Edition by David A. Collier Test bank
b. ensuring that the right amount of resources is available when needed.
c. predicting the future demand for raw materials, finished goods, and services.
d. determining how to recover from service upsets.
ANSWER: d
31. A _____ is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.
a. product-process matrix
b. product life cycle
c. value chain
d. business cycle
ANSWER: c
32. 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 _____.
a. intangible products
b. core offerings
c. peripheral goods
d. primary goods
ANSWER: c
33. In order to increase value, an organization must:
a. increase perceived benefits while decreasing actual benefits.
b. increase both perceived benefits and price or cost proportionally.
c. decrease both perceived benefits and price or cost proportionally.
d. decrease price or cost while holding perceived benefits constant.
ANSWER: d
34. North Zone Bank gives all its customers a complimentary credit card along with a custom-made wallet when they open an account with the bank. The credit card and the wallet are examples of _____ offered by the bank.
a. peripheral goods
b. core offerings
c. intangible products
d. primary goods
ANSWER: a
35. _____ is defined as the perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them.
a. Value
b. Equity
c. Turnover
d. Revenue
ANSWER: a
36. Which of the following is an example of a general management process in a business?
a. Research and development
b. Inventory management
c. Technology acquisition
d. Human resource management
ANSWER: d
37. In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of preproduction services?
a. They focus on gaining a customer.
b. They include on-site installation and application services.
c. They focus solely on keeping an existing customer.
d. They include recycling and remanufacturing initiatives.
ANSWER: a
38. _____ centers are warehouses that act as intermediaries between factories and customers, shipping directly to customers or to retail stores where products are made available to customers.
a. Production
b. Distribution
c. Cost
d. Business recovery
ANSWER: b
39. Which of the following is a similarity between goods and services?
a. Both can be standardized for the mass market or customized to individual needs.
b. Both use physical inventory as a buffer for fluctuations in demand.
c. Both require customers to participate extensively in the creation and delivery processes.
d. Both can be protected by patents owing to their tangible nature.
ANSWER: a
40. Which of the following is an example of a primary service?
a. The cooling provided by an air conditioner
b. The customer service hotline of an electronics company
c. A pen drive given along with a laptop
d. An antivirus program given along with a smartphone
ANSWER: a
41. Which of the following can be classified as a support process in a business?
a. Product manufacturing
b. Technology acquisition
c. Human resource management
d. Order shipment
ANSWER: b
42. In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of postproduction services?