Professional Documents
Culture Documents
a) Production Manager
b) Reservations Manager
d) Quality Manager
a) validity
b) variability
c) value
d) variance
3) The Servuction model recognizes that operations can process customers through their
infrastructure or through their ___________?
a) performance
b) procedures
c) staff
d) systems
a) a characteristic of a product or service that will contribute to winning business from customers.
a) Manuscape
b) Landscape
c) Servicescape
d) Physical scape
9) The EOQ of an item is calculated using the annual demand together with the ___________ cost
and the __________ cost.
11) Goods in transit can be tracked using RFID technology. RFID stands for?
12) According to Lowson (2003) the two viewpoints of operations strategy are the market driven
view and the ______________?
13) In a materials processing operation, which process is associated with the highest variety?
a) Project
b) Job shop
c) Batch process
d) Mass production
14) In a customer processing operation, which process type has the lowest volume?
a) Mass service
b) Service shop
c) Professional service
d) Self service
15) What is the first step in the Service Firm Life Cycle?
a) Entrepreneurship
b) Introduction
c) Growth
d) Multi-Site Rationalization
16) Licensing out the manufacture of a product to other firms is known as ______________?
a) Licensing
b) Multi-Site Rationalization
c) Franchising
d) Outsourcing
17) Which of the following is not a factor which makes managing capacity in a customer
processing operation (CPO) very challenging?
b) Most CPO's produce services which are consumed at the same time as they are produced.
18) Having a 'happy hour' in a pub or restaurant is an example of which type of capacity
management?
19) Revenue management is a technique often used by hotels and airlines to manage demand. It
is also known as _____________________?
a) Level capacity
b) Demand management
c) Chase demand
d) Yield management
20) Which of these is not one of the seven characteristics of a service encounter identified by
Czepiel et al (1985)?
c) Narrow in scope