Question 1

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

Accepted Answer

Operations management in service industries involves designing and managing processes to ensure that services are delivered efficiently and effectively. However, a key focus is on creating a positive customer experience by managing elements such as wait times, service quality, and overall service design. Therefore, the statement is true.

Question 2

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 scenario described relates to price scanning, not the management of labor.

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

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

While it is true that there has been a shift towards a service-oriented economy in the US, there are still job opportunities available in operations management for industries such as healthcare, logistics, and retail. Additionally, the demand for operations management professionals is projected to grow by 10% from 2016 to 2026, according to the Bureau of Labor Statistics.

Question 5

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

With the rise of technology and automation, many traditional manufacturing jobs have been replaced or outsourced, whereas demand for services such as healthcare, hospitality, and consulting continues to rise. Therefore, operations management has shifted its focus towards improving service quality and efficiency to meet this demand and maximize profit potential.

Question 6

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 necessary to ensure that employees are trained and knowledgeable in their roles, which can ultimately lead to a better guest experience and overall success of the hotel. Certification is often a part of this training process to ensure that employees have retained the necessary knowledge and skills to perform their job effectively.

Question 7

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

Accepted Answer

Service businesses rely on providing high quality customer service, which includes anticipating and catering to their needs. By doing so, they can exceed customer expectations and create loyal customers.

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 just as important (if not more) in the service sector as they are in the manufacturing sector. Many service jobs require specific skills and knowledge, such as in healthcare, finance, and technology. In fact, workers in the service sector often need ongoing training to keep up with changing technology and customer demands.

Question 9

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

Accepted Answer

The answer of The service sector of the U.S.economy offers...

Question 10

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 are applicable to both manufacturing and service firms, as they involve improving efficiency, productivity, and quality in a variety of industries.

Question 11

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

Accepted Answer

Accounting, finance, and management consulting are all services provided to clients, which falls under the service sector.

Question 12

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

This statement accurately describes the role of operations management in transforming resources into goods and services. The example given of a landscape company is also relevant, as it involves the use of equipment, labor, and materials to create a product (a landscape) and may also include maintenance services to keep the landscape in good condition.

Question 13

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

Accepted Answer

Operations management is the process of managing resources to manufacture or deliver goods and services that satisfy the needs of customers. It involves the coordination and integration of activities within the organization to produce and deliver products or services that meet or exceed customer expectations. Therefore, operations management is focused on satisfying the needs of customers, not just knowing them.

Question 14

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

Accepted Answer

The statement is false. Manufacturing companies are concerned with production management AND operations management, while service companies are also concerned with operations management.

Question 15

An important strategy in operations management is using technology to anticipate customer needs.In the hotel industry,this is known as guest-recognition services.

Accepted Answer

Guest-recognition services in the hotel industry involves using technology, such as customer relationship management software, to anticipate and address guests' needs before they even make a request. This strategy helps in creating a more personalized and satisfying customer experience.

Question 16

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

This is true. Operations management involves the conversion of inputs into outputs, and typically involves the use of resources such as raw materials, supplies, and labor to create goods and services.

Question 17

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 related to their goods such as installation, maintenance and repair services.

Question 18

One important issue with respect to managing the operation of a business is to make certain that customers leave feeling as though they had a good experience with your service and with your company in general.

Accepted Answer

This statement is true. Customer satisfaction is a key component of a successful business and can lead to customer loyalty and positive word-of-mouth marketing.

Question 19

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

Accepted Answer

Operations management includes these three key elements, among others. Inventory management involves maintaining optimal levels of inventory, quality control involves ensuring that the products or services meet the required quality standards, and production scheduling involves planning the production activities and allocating resources to ensure smooth operations.

Question 20

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 suggest that he is involved in operations management, which involves overseeing the production process and inventory management, rather than promotions management, which deals with advertising and marketing activities.

Quiz 9: Production and Operations Management