Engineering Management Practice Questions
Course Introduction
Engineering Management is an interdisciplinary field that combines the technical expertise of engineering with the organizational, administrative, and planning skills necessary for effective leadership in engineering projects and teams. This course covers principles of management, project planning, decision-making, financial analysis, and leadership within engineering contexts. Students will explore topics such as resource allocation, risk assessment, quality control, and innovation management, preparing them to oversee complex projects, coordinate multidisciplinary teams, and implement efficient engineering solutions within business environments. The course aims to equip future engineering managers with the knowledge and tools to bridge the gap between engineering principles and business practices for organizational success.
Recommended Textbook
Service Management Operations Strategy Information Technology 9th Edition by
Available Study Resources on Quizplus
16 Chapters
711 Verified Questions
711 Flashcards
Source URL: https://quizplus.com/study-set/2362 Page 2
Sanjeev Bordoloi
Chapter 1: The Service Economy
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/46917
Sample Questions
Q1) The concept of economies of scale is best described as ________.
A) the replacement of fixed costs with variable costs
B) selling a wider range of products
C) a synonym for economies of scope
D) the replacement of variable costs with fixed costs
Answer: D
Q2) Retail and wholesale trade had the greatest percentage of U.S. employment by industry in 2014.
A)True
B)False
Answer: True
Q3) The realms of an experience include all but one of the following.
A) Entertainment.
B) Education.
C) Estheticism.
D) Elation.
Answer: D
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Service Strategy
Available Study Resources on Quizplus for this Chatper
70 Verified Questions
70 Flashcards
Source URL: https://quizplus.com/quiz/46918
Sample Questions
Q1) American Airlines' early development of the SABRE reservation system became the foundation for its yield management innovation.
A)True
B)False
Answer: True
Q2) A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share.
A)True
B)False
Answer: True
Q3) A difficult economic environment exists for service industries for all but one of the following reasons.
A) Relatively high overall entry barriers.
B) Product substitution.
C) Minimal opportunities for economies of scale.
D) Exit barriers.
Answer: A
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: New Service Development
Available Study Resources on Quizplus for this Chatper
48 Verified Questions
48 Flashcards
Source URL: https://quizplus.com/quiz/46919
Sample Questions
Q1) A service blueprint can be used for all but one of the following.
A) Educate customers.
B) Identify areas of service improvement.
C) Maintain the level of service complexity and divergence.
D) Identify points where moments of truth will occur.
Answer: C
Q2) In the new service development process cycle, development follows design.
A)True
B)False
Answer: False
Q3) A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system.
A)True
B)False
Answer: False
Q4) Intellectual property rights allow the owner to secure monopoly profits for a limited time.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: The Service Encounter
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/46920
Sample Questions
Q1) Which of the following occurrences would be considered a "moment of truth" in a restaurant setting?
A) A diner considering the amount of tip to leave.
B) A child telling his parent what item on the menu looks good.
C) A waiter telling the cook what he really thinks of the manager.
D) A receptionist assigning a table to a customer.
Q2) In the context of the service encounter triad, the trade-off between the service organization and the contact personnel is one of ________.
A) efficiency versus satisfaction
B) efficiency versus autonomy
C) perceived control
D) autonomy versus satisfaction
Q3) A customer who is interested in the self-service option would find which of the following dimensions of service most important?
A) Risk involvement.
B) Customer's control of the situation.
C) Amount of time involved.
D) Efficiency of the service process.
To view all questions and flashcards with answers, click on the resource link above.
6
Chapter 5: Supporting Facility and Process Flows
Available Study Resources on Quizplus for this Chatper
46 Verified Questions
46 Flashcards
Source URL: https://quizplus.com/quiz/46921
Sample Questions
Q1) A fixed sequence of steps that all customers must experience is characteristic of process layouts.
A)True B)False
Q2) Bottlenecks usually are associated with process layouts. A)True
B)False
Q3) The procedure to improve flow distance in a process layout by arranging the relative location of departments is known as operations sequence analysis.
A)True
B)False
Q4) Servicescapes are most important in their effect on customers. A)True B)False
Q5) Mid-Columbia Medical Center has a special employee-only entrance to enhance security.
A)True B)False
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Service Quality
Available Study Resources on Quizplus for this Chatper
42 Verified Questions
42 Flashcards
Source URL: https://quizplus.com/quiz/46922
Sample Questions
Q1) In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.
A)True
B)False
Q2) Being meaningful and easy to invoke are important elements of a good unconditional service guarantee.
A)True
B)False
Q3) The concept of quality service deployment is based on the belief that services should be designed to reflect customer requirements.
A)True
B)False
Q4) Joseph M. Juran identified internal failure costs, external failure costs, detection costs, and prevention costs.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above.
Page 8
Chapter 7: Process Improvement
Available Study Resources on Quizplus for this Chatper
27 Verified Questions
27 Flashcards
Source URL: https://quizplus.com/quiz/46923
Sample Questions
Q1) What are the two dimensions in the DEA strategic matrix?
A) Efficiency and profit.
B) Efficiency and quality.
C) Profit and quality.
D) Profit and location.
Q2) Which of the following categories carries the highest point value on the examination paper for the Malcolm Baldrige National Quality Award?
A) Leadership.
B) Strategic quality planning.
C) Management of process quality.
D) Customer focus and satisfaction.
Q3) Which one the following is not a guiding principle of lean philosophy?
A) Satisfy the needs of customers by doing only value-added activities.
B) Be flexible in response to customer demands.
C) Define the value stream by flowcharting the process.
D) Eliminate waste.
Q4) The objective of Six Sigma is to eliminate variation in process performance.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 8: Service Facility Location
Available Study Resources on Quizplus for this Chatper
40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/46924
Sample Questions
Q1) In the decision to locate a public health clinic, which one of the following criteria is not appropriate?
A) Maximize utilization.
B) Minimize distance per capita.
C) Minimize distance per visit.
D) Minimize cost.
Q2) Use of center of gravity formulas for solving the single-location problem is incorrect.
A)True
B)False
Q3) The following marketing phenomenon occurs when there exists within two city blocks the following hamburger outlets: McDonald's, Burger King, Sonic, and Wendy's:
A) competitive clustering
B) customized marketing
C) saturation marketing
D) relationship marketing
Q4) The choice of location criterion has little effect on the site selected.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Service Supply Relationships
Available Study Resources on Quizplus for this Chatper
51 Verified Questions
51 Flashcards
Source URL: https://quizplus.com/quiz/46925
Sample Questions
Q1) The link between payment histories and risky driving behavior is used to price insurance policies.
A)True
B)False
Q2) Strategies to improve productive capacity include all but one of the following: ________.
A) embellishment
B) transfer
C) replacement
D) bidirectional optimization
Q3) Customer-supplier duality acknowledges the customer inputs in a service relationship.
A)True
B)False
Q4) Outsourcing can provide access to the latest technology without investment. A)True
B)False
Q5) Outsourcing a service incurs transaction costs such as loss of employee loyalty. A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Globalization of Services
Available Study Resources on Quizplus for this Chatper
40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/46926
Sample Questions
Q1) A family restaurant is an example of a focused service.
A)True
B)False
Q2) The start-up phase for a franchise business is shorter than that for an independent business, because of the existence of a well-known brand.
A)True
B)False
Q3) When franchising, which of the following is not an issue for the franchisee?
A) Establishing a brand.
B) Franchise contract.
C) Degree of discretion
D) Conflict resolution.
Q4) Communication is included in the five Cs of strategic planning.
A)True
B)False
Q5) The disadvantage of concentric diversification is that it does not allow for economies of scale.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Managing Capacity and Demand
Available Study Resources on Quizplus for this Chatper
47 Verified Questions
47 Flashcards
Source URL: https://quizplus.com/quiz/46927
Sample Questions
Q1) The purpose of differential pricing is to ________.
A) make peak period usage unattractive
B) make off-peak usage attractive
C) charge customers according to their ability to pay
D) adjust capacity to demand
Q2) When peaks of activity are persistent and predictable such as meal times for restaurants, off-duty personnel can be placed on standby to supplement regular employees.
A)True
B)False
Q3) Faced with variable demand and a perishable capacity, a service manager can smooth demand by ________.
A) using part-time help during peak hours
B) scheduling workshifts to vary workforce needs according to demand
C) increasing the customer self-service content of the service
D) using reservations and appointments
Q4) Yield management is the process of allocating a fixed perishable resource to several market segments in the most profitable manner.
A)True
B)False
Page 13
To view all questions and flashcards with answers, click on the resource link above.
Chapter 12: Managing Waiting Lines
Available Study Resources on Quizplus for this Chatper
34 Verified Questions
34 Flashcards
Source URL: https://quizplus.com/quiz/46928
Sample Questions
Q1) Concealment of the waiting line or at least part of it is a very effective deterrent against reneging.
A)True
B)False
Q2) Which of the following is not an effective way to manage the psychology of waiting?
A) Prominently display time with a large analog clock.
B) Inform customers when long waits are anticipated.
C) Use diversions to occupy customer waiting times.
D) Employ a take-a-number system to ensure fairness.
Q3) Multiple queue configuration may deter balking behavior.
A)True
B)False
Q4) Which of the following techniques does not lessen the boredom of waiting customers?
A) Placement of mirrors in elevators.
B) Telling customers how long the wait is at different points in the queue.
C) Installing a television tuned to CNN.
D) Displaying time with a large analog clock.
To view all questions and flashcards with answers, click on the resource link above.
14
Chapter 13: Capacity Planning and Queuing Models
Available Study Resources on Quizplus for this Chatper
46 Verified Questions
46 Flashcards
Source URL: https://quizplus.com/quiz/46929
Sample Questions
Q1) Planning for service capacity involves prediction of consumer waiting associated with different levels of capacity.
A)True
B)False
Q2) Capacity usually is measured in terms of outputs (e.g., guest nights) rather than inputs (e.g., number of hotel rooms) in service firms.
A)True
B)False
Q3) The main advantage of analytical models is that they can be used almost anywhere regardless of the underlying assumptions. They still will provide good results.
A)True
B)False
Q4) In the A/B/C classification of analytical queuing models, the term G refers to a general distribution with mean and variance.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 15
Chapter 14: Forecasting Demand for Services
Available Study Resources on Quizplus for this Chatper
40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/46930
Sample Questions
Q1) Which of the following methods is an example of a causal model?
A) Delphi method.
B) Moving average.
C) Cross-impact analysis.
D) Regression.
Q2) Long-term forecasts do not deal with predictions for ________.
A) new services
B) changes in mix of services
C) overtime or temporary labor requirements
D) process technology
Q3) The selection of candidate independent variables for a regression model to forecast motel occupancy requires input from knowledgeable marketing personnel.
A)True
B)False
Q4) The Delphi method is best used when forecasting ________.
A) customer demand
B) technological change
C) correlations between events
D) future economic conditions
To view all questions and flashcards with answers, click on the resource link above. Page 16
Chapter 15: Managing Service Inventory
Available Study Resources on Quizplus for this Chatper
40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/46931
Sample Questions
Q1) Forward buying is used to avoid expensive interruptions of service, as a stock out at any stage of the physical goods distribution system would have far-reaching consequences for the other stages.
A)True
B)False
Q2) For an electronic super store using the ABC inventory classification system, ________ would fall in class A.
A) television sets
B) entertainment centers
C) stereos
D) desktop computers
Q3) Which one of the following is most affected by the bullwhip effect?
A) Customer.
B) Retailer.
C) Distributor.
D) Wholesaler.
Q4) 'Shelf life' can be a constraint on the amount of inventory held.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 16: Managing Service Projects
Available Study Resources on Quizplus for this Chatper
40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/46932
Sample Questions
Q1) Merge node bias occurs where the project network contains non-critical paths with small total slack times.
A)True
B)False
Q2) A major assumption in project network analysis is that sufficient resources are available to perform many activities concurrently.
A)True
B)False
Q3) Before calculating a late start time for an activity, the late finish time must be known.
A)True
B)False
Q4) A project history report should include all of the following items, except ________.
A) project performance
B) organization structure
C) project success and failures
D) project and administrative team
To view all questions and flashcards with answers, click on the resource link above.
Page 18