Deck 1: Operations Management, Processes, and Supply Chain Management

Question 1

Which of the following statement BEST defines operations management?

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The planning, scheduling, and controlling of resources to meet the specific goals of a project
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Answer 1

The effective planning, organizing, and controlling of the many value-creating activities of the firm

Question 2

Which of the following is NOT one of the basic operations activities?

A)Distribution
B)Product returns
C)Transformation
D)Accounting
E)Storage

Answer 2

Accounting

Question 3

Which of the following activities falls under the responsibility of operations managers?

A)Inventory management
B)Product and process design
C)Supplier relationship management
D)Quality assessment and improvement
E)All of these activities

Answer 3

All of these activities

Question 4

Which of the following is NOT true about processes?

A)Processes are methods for getting work done
B)Processes consist of a series of steps that turn inputs into outputs
C)All processes require significant effort and resources over long periods of time to be managed successfully
D)Some processes are trivial
E)All of these

Question 5

Which of the following is NOT true about business processes?

A)Create valued goods, services, and decisions for internal and external customers
B)When successfully managed, ultimately keep employees, stakeholders, and customers satisfied
C)Underlie every aspect of the organization
D)Involve suppliers, employees, customers, manufacturing equipment, and computers
E)If unsuccessful, should be left alone

Question 6

Which of the following statements about process decisions made in organizations is NOT true?

A)Identify the best mix of personnel and technology
B)Decide what activities to perform in house and what to obtain elsewhere
C)Implement a new service to accommodate customer requests
D)Determine how to increase manufacturing costs to stay competitive
E)Improve an existing assembly process when current quality levels are deteriorating

Question 7

A supply chain is the network of companies involved in

A)Financing, designing, selling, and disposing of goods and services
B)Producing, financing, and marketing of goods and services
C)Enabling the purchasing, production, delivery, and recycling of materials, components, and end products
D)Producing, buying, servicing, and disposing of goods and services
E)Designing, producing, selling, and financing of goods and services

Question 8

Growth of the supply chain management perspective results from

A)Rapid technological changes
B)Increasing competitive pressures
C)Quest for cheaper operating costs
D)Global customer base
E)All of these

Question 9

Sharing and coordination of key processes between companies in a supply chain can be characterized as

A)Concurrent engineering
B)Systems thinking
C)Lean thinking
D)Business process integration
E)Total quality management

Question 10

Who are first-tier suppliers?

A)Outside agents that move items domestically or into foreign locations
B)The firm's most valued direct customers
C)The firm's primary goods and service suppliers
D)All of these
E)None of these

Question 11

Who are first-tier customers?

A)Outside agents that move items domestically or into foreign locations
B)The firm's most valued direct customers
C)The firm's primary goods and service suppliers
D)All of these
E)None of these

Question 12

Supply chain management is

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The planning, scheduling, and controlling of resources to meet the specific goals of a project
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 13

Customer relationship management is

A)Creating and maintaining customer relationships
B)Interacting with customers to maintain customer satisfaction
C)Balancing customer requirements with supply chain capabilities
D)Satisfying customer orders
E)Managing product returns and disposal effectively

Question 14

Customer service management is

A)Creating and maintaining customer relationships
B)Interacting with customers to maintain customer satisfaction
C)Balancing customer requirements with supply chain capabilities
D)Satisfying customer orders
E)Managing product returns and disposal effectively

Question 15

Demand management is

A)Making goods to satisfy target markets
B)Developing new products frequently and getting them to market effectively
C)Balancing customer requirements with supply chain capabilities
D)Satisfying customer orders
E)Creating and maintaining customer relationships

Question 16

Order fulfillment is

A)Making goods to satisfy target markets
B)Developing new products frequently and getting them to market effectively
C)Interacting with customers to maintain customer satisfaction
D)Satisfying customer orders
E)Creating and maintaining customer relationships

Question 17

Who are third-party logistics services?

A)Outside agents that move items domestically or into foreign locations
B)The firm's most valued direct customers
C)The firm's primary goods and service suppliers
D)All of these
E)None of these

Question 18

Manufacturing flow management is

A)Creating and maintaining customer relationships
B)Balancing customer requirements with supply chain capabilities
C)Making goods to satisfy target markets
D)Developing new products frequently and getting them to market effectively
E)Managing product returns and disposal effectively

Question 19

Supplier relationship management is

A)Balancing customer requirements with supply chain capabilities
B)Making goods to satisfy target markets
C)Creating and maintaining supplier relationships
D)Developing new products frequently and getting them to market effectively
E)Managing product returns and disposal effectively

Question 20

Returns management is

A)Creating and maintaining customer relationship
B)Interacting with customers to maintain customer satisfaction
C)Making goods to satisfy target markets
D)Developing new products frequently and getting them to market effectively
E)Managing product returns and disposal effectively

Question 21

An activity associated with the customer relationship management process is

A)Designing a distribution network to deliver goods on time
B)Tailoring goods and services to meet the needs of customer groups
C)Designing manufacturing processes to create goods that customers want
D)Designing and implementing customer response procedures
E)Developing cross-functional product teams that include customers and suppliers

Question 22

An activity associated with the customer relationship management process is

A)Identifying and categorizing key customers
B)Managing product and service agreements with customers
C)Designing manufacturing processes to create goods that customers want
D)Designing a distribution network to deliver goods on time
E)Developing cross-functional product teams that include customers and suppliers

Question 23

An activity associated with the customer service management process is

A)Tailoring goods and services to meet the needs of customer groups
B)Managing product and service agreements with customers
C)Designing manufacturing processes to create goods that customers want
D)Establishing formal relationships with key suppliers
E)Developing cross-functional product teams that include customers and suppliers

Question 24

An activity associated with the customer service management process is

A)Identifying and categorizing key customers
B)Designing manufacturing processes to create goods that customers want
C)Establishing formal relationships with key suppliers
D)Designing and implementing customer response procedures
E)Developing cross-functional product teams that include customers and suppliers

Question 25

An activity associated with the demand management process is

A)Identifying and categorizing key customers
B)Designing manufacturing processes to create goods that customers want
C)Forecasting demand
D)Designing and implementing customer response procedures
E)Developing cross-functional product teams that include customers and suppliers

Question 26

An activity associated with the order fulfillment process is

A)Designing a distribution network to deliver goods on time
B)Designing manufacturing processes to create goods that customers want
C)Developing guidelines for returns and disposal
D)Designing and implementing customer response procedures
E)Developing cross-functional product teams that include customers and suppliers

Question 27

An activity associated with the manufacturing flow management process is

A)Designing a distribution network to deliver goods on time
B)Designing manufacturing processes to create goods that customers want
C)Tailoring goods and services to meet the needs of customer groups
D)Designing and implementing customer response procedures
E)Developing cross-functional product teams that include customers and suppliers

Question 28

An activity associated with the supplier relationship management process is

A)Designing a distribution network to deliver goods on time
B)Managing product and service agreements with customers
C)Tailoring goods and services to meet the needs of customer groups
D)Designing and implementing customer response procedures
E)Establishing formal relationships with key suppliers

Question 29

An activity associated with the returns management process is

A)Designing a distribution network to deliver goods on time
B)Managing product and service agreements with customers
C)Developing guidelines for returns and disposal
D)Designing and implementing customer response procedures
E)Forecasting demand

Question 30

An activity associated with the returns management process is

A)Designing a distribution network to deliver goods on time
B)Managing product and service agreements with customers
C)Developing cross-functional product teams that include customers and suppliers
D)Designing and implementing customer response procedures
E)Developing a returns network

Question 31

A successful customer relationship management program should

A)Identify the firm's key customers and their needs
B)Design strategies to maximize value for the firm's key customers
C)Assign resources to maximize value for the firm's key resources
D)Treat customers right
E)All of these

Question 32

Concurrent engineering means

A)The planning, scheduling, and controlling of resources to meet the specific goals of a project
B)Software applications that were developed to try to balance part purchases and plant capacities with production requirements
C)Designing the manufacturing process or service delivery system simultaneously with the design of the product
D)Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities
E)A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 33

Lean thinking can be defined as

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The planning, scheduling, and controlling of resources to meet the specific goals of a project
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 34

Just-in-time systems are

A)The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services
B)Software applications that were developed to try to balance part purchases and plant capacities with production requirements
C)Systems in which supplies and assemblies are "pulled" through the system when and where they are needed
D)Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities
E)A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 35

Total quality management is

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The planning, scheduling, and controlling of resources to meet the specific goals of a project
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 36

Material requirements planning applications are

A)The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services
B)Software applications that were developed to try to balance part purchases and plant capacities with production requirements
C)Systems in which supplies and assemblies are "pulled" through the system when and where they are needed
D)Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities
E)A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 37

Manufacturing resource planning is

A)The set of activities associated with purchasing, making, delivering, and returning (or recycling) goods and services
B)A set of software applications that were developed to try to balance part purchases and plant capacities with production requirements
C)The maximum amount of goods and/or services that a system can produce over a set period of time
D)Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities
E)A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 38

Which state best describes the enterprise resource planning applications?

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)Software applications that were developed to try to balance part purchases and plant capacities with production requirements
C)Designing the manufacturing process or service delivery system simultaneously with the design of the product
D)Software systems that were designed to allow firms to perform forward-looking what-if analyses of plant capacities
E)A multimodule software application for managing a firm's functional activities, suppliers, and customers

Question 39

Project management involves

A)The effective planning, organizing, and controlling of the many value-creating activities of the firm
B)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The planning, scheduling, and controlling of resources to meet the specific goals of a project
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners

Question 40

Corporate social responsibility is

A)The sharing and coordination of key processes between companies in a supply chain
B)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)The practice of business ethics
E)Designing the manufacturing process or service delivery system simultaneously with the design of the product

Question 41

Sustainability is defined as

A)The integration of key business processes concerning the flow of materials from raw material suppliers to the final customer
B)The ability to meet the needs of current supply chain members without hindering the ability to meet the needs of future generations in terms of economic, environmental, and social challenges
C)A philosophy that seeks to improve quality continuously to please customers, reduce costs, and ultimately create competitive advantage for the firm
D)Designing the manufacturing process or service delivery system simultaneously with the design of the product
E)An operating philosophy encompassing the objectives of high quality, fast response, and low waste within the organization and between supply chain trading partners