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OM 6th Edition by David A. Collier Test bank

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 a. They focus solely on gaining new customers.
 b. They include contract negotiations.
 c. They focus on keeping existing customers.
 d. They include good and service guarantees.
 
ANSWER:  c
 
42. A__________is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.
 a. bottleneck
 b. peripheral product
 c. core product
 d. variant
 
ANSWER:  d
 
43. Jane is planning to go on a camping trip. She purchases a bottle of mineral water, a pack of biscuits, a small tube of toothpaste, and a toothbrush from the supermarket near her house. The items that Jane has purchased from the supermarket are _____.
 a. hard goods
 b. durable goods
 c. nondurable goods
 d. intangible goods
 
ANSWER:  c
 
44. Which of the following statements is true of sustainability?
 a. Sustainability practices lead to better public perception.
 b. Sustainability practices are limited to service-providing firms.
 c. The use of sustainable technology reduces short-term operational costs.
 d. The application of sustainable technology is limited to the agriculture industry.
 
ANSWER:  a
 
45. __________refers to an organization's ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.
 a. Sustainability
 b. Scalability
 c. Scheduling
 d. Forecasting
 
ANSWER:  a
 
46. In the context of the pre- and postproduction services perspective of a value chain, which of the following are postproduction services of a value chain?
 a. Purchasing services
 b. Recycling and remanufacturing initiatives
 c. Contract negotiations
 d. Product and service guarantees
 
ANSWER:  b
 
47. When business analytics is used to understand past and current performance, it is called _____.
 a. decision analytics
 b. descriptive analytics
 c. predictive analytics
 d. prescriptive analytics
 
ANSWER:  b
 
48. _____ is defined as the science and art of ensuring that goods and services are created and delivered successfully to customers.
 a. Operations management
 b. Communications management
 c. Network management
 d. Security management
 
ANSWER:  a
 
 

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