Question 1

Operations management transforms resources into goods and services, such as a landscape company that utilizes equipment, labor, and materials to develop a landscape. Managing this operation may also involve maintenance services.

Accepted Answer

Operations management involves the process of transforming resources into goods and services. In the case of a landscape company, it involves utilizing equipment, labor, and materials to develop a landscape and may also involve maintenance services to sustain the landscape.

Question 2

In recent years, operations management has become more focused on providing services, because that is where the growth and profit potential is greatest.

Accepted Answer

This statement is true. Many industries, such as healthcare, hospitality, and transportation, are service-based and have experienced rapid growth in recent years. Operations management plays a crucial role in ensuring efficient and effective delivery of these services to customers.

Question 3

The quality standard for service industries such as luxury hotels is meeting the customers' requests.

Accepted Answer

The answer of The quality standard for service industries such...

Question 4

In the process of operations management, a firm transforms resources such as raw materials, supplies, and even human resources into goods and services.

Accepted Answer

Operations management involves the transformation of resources into goods and services through various processes such as production, inventory management, and quality control.

Question 5

Manufacturing companies are concerned with production management, while service companies are concerned with operations management.

Accepted Answer

Manufacturing companies and service companies both have concerns with production/operations management, but their approaches and specific concerns may differ.

Question 6

Only firms in the manufacturing sector can create true form utility.

Accepted Answer

Form utility is the concept of transforming raw materials into finished products that are useful to consumers. This can be done by firms in various sectors, not just manufacturing. For example, a restaurant can create form utility by taking raw ingredients and turning them into a prepared meal that is ready for consumption by the customer.

Question 7

The service sector of the U.S. economy offers many jobs, but very few of them are considered high wage occupations.

Accepted Answer

The service sector includes a wide range of jobs, some of which are high-wage occupations, such as those in finance, technology, and healthcare.

Question 8

Education and training are less important to workers in the service sector than to workers who have jobs in the manufacturing sector.

Accepted Answer

This statement is false. Education and training are important for workers in all sectors, including the service sector. Many service jobs require specific skills and knowledge, such as customer service, communication, and technology, which can be obtained through education and training.

Question 9

In service industries such as hotels, quality management training is important to ensure that all employees are "certified" in their positions.

Accepted Answer

Quality management training is important in service industries like hotels to ensure that employees are trained in their roles and certified to provide quality service to customers.

Question 10

While going through the line at the local grocery store, the clerk asks you if you found everything you needed, as she continues to scan the goods you are planning to purchase. At the end of the scan, a coupon emerges that you can use on future purchases of a product you have just purchased. In reviewing the key concepts from Chapter 9, you would consider this action, the store's management of its labor.

Accepted Answer

The clerk asking if you found everything you needed and the coupon emerging at the end of the scan are examples of customer service and marketing, not labor management.

Question 11

Service businesses know that in order to delight customers they must be able to anticipate their needs.

Accepted Answer

Service businesses rely on understanding and predicting customer needs in order to provide excellent customer service and satisfaction. This requires anticipating what customers may want or need before they even ask for it, such as providing personalized recommendations or offering proactive solutions to potential issues.

Question 12

Operations management moves from knowing the needs of consumers to actually satisfying those needs.

Accepted Answer

Operations management involves the entire process of producing and delivering goods and services to meet the needs and expectations of customers. The ultimate goal is to satisfy the needs of customers by providing high-quality products and services that meet their expectations. Therefore, operations management moves beyond just knowing the needs of customers, to actually fulfilling those needs by managing the various processes involved in the production and delivery of goods and services.

Question 13

When firms successfully produce products, they create form utility.

Accepted Answer

Form utility is the value created by converting inputs into finished goods or services, and successful production of products is a primary way to create form utility.

Question 14

Marci Costas is majoring in operations management at Brunau University. Unfortunately, the evolution of the U.S. from a manufacturing-oriented to a service-oriented economy means that Marci will probably find few job openings in her field of study.

Accepted Answer

The statement is not necessarily true. While there may be fewer job openings in traditional manufacturing-oriented operations management roles, there may be new and growing opportunities in operations management for service-based industries such as healthcare, hospitality, and transportation. Additionally, operations management skills can be transferable to other fields such as logistics, supply chain management, and consulting.

Question 15

Jason recently graduated with a degree in operations management from a respected university. The knowledge he gained and skills he developed while obtaining this degree could make him an attractive employee for either a manufacturing firm or a service firm.

Accepted Answer

Operations management skills can be applied in both manufacturing and service industries. Therefore, Jason's degree could make him an attractive candidate for either type of firm.

Question 16

Manufacturing firms focus exclusively on the production of goods and allow other firms to provide services.

Accepted Answer

Manufacturing firms may also provide some services such as customer support and maintenance, in addition to producing goods.

Question 17

Justin Tyme is a manager at Elastic Plastic, Inc. His duties include production scheduling and keeping tabs on the company's inventory. These activities suggest that Justin is involved in promotions management.

Accepted Answer

Justin's duties involve production scheduling and inventory, which are part of operations management, not promotions management.

Question 18

Firms that specialize in accounting, finance, and management consulting are all part of the service sector.

Accepted Answer

Accounting, finance, and management consulting all involve providing advice, expertise, and assistance to clients, making them part of the service sector.

Question 19

Operations management involves inventory management, quality control, and production scheduling.

Accepted Answer

Operations management includes these three areas as well as other functions such as supply chain management and capacity planning.

Question 20

Operations management in service industries is about creating a good experience for the customer.

Accepted Answer

Operations management in service industries is focused on ensuring that the customer has a positive experience during their interaction with the service provider. This includes managing the delivery of the service, ensuring quality and efficiency, and handling any customer complaints or issues that arise. By creating a good experience for the customer, service providers can build loyalty and attract new customers through positive word-of-mouth recommendations.

Quiz 9: Production and Operations Management