Service Operations Management
Exam Questions
Course Introduction
Service Operations Management explores the unique challenges and strategies involved in designing, delivering, and optimizing services across various industries. This course provides students with foundational knowledge on service system design, process analysis, quality management, capacity planning, and the application of technology in service settings. Emphasis is placed on understanding customer expectations, managing service encounters, and employing quantitative and qualitative tools to improve service efficiency and effectiveness. Through case studies and real-world examples, students learn how service organizations achieve operational excellence and create value for customers in competitive environments.
Recommended Textbook
Managing Quality Integrating the Supply Chain 5th Edition by S. Thomas Foster
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15 Chapters
1374 Verified Questions
1374 Flashcards
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Page 2
Chapter 1: Differing Perspectives on Quality
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) Which of the following activities is related to quality assurance?
A) providing leadership and support
B) reducing process variability
C) facilitating organizational communication
D) performing acceptance sampling
E) experimental design
Answer: E
Q2) ________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.
A) Reengineering
B) Statistical process control
C) Redundancy testing
D) Concurrent engineering
E) Life testing
Answer: B
Q3) Value stream mapping and Six Sigma are upstream activities in supply chain management.
A)True
B)False
Answer: False
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Chapter 2: Quality Theory
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90 Flashcards
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Sample Questions
Q1) The zero-defects approach to quality improvement was proposed by Armand Feigenbaum.
A)True
B)False
Answer: False
Q2) Quality experts agree that quality can be assured only during the ________ phase.
A) production
B) marketing
C) analysis
D) testing
E) design
Answer: E
Q3) Quality loss function and robust design are concepts included in ________.
A) Ishikawa's quality philosophy
B) the Taguchi method
C) Deming's 14 points for management
D) the Juran trilogy
E) Pareto's law
Answer: B
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Page 4
Chapter 3: Global Supply Chain Quality and International Quality Standards
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Explain the term "Baldrige-qualified."
Answer: For the firm applying for the Baldrige award, the first step is eligibility determination. Once eligibility is established, the applicant sends the completed application to NIST. The application is then subjected to first-round review by Baldrige examiners. During this review, examiners read and score the applications. Judges then review the scoring to determine which applicants will continue to consensus. During the consensus phase, between five and eight examiners who have scored the application participate in a conference call to determine a consensus score for each of the scoring items.
Once consensus is reached, judges receive a consensus report from the senior examiner leading the examiner team. Judges then make a site-visit determination. At this point, applicants scoring sufficiently high are granted a site visit. In the past, simply the granting of a Baldrige site visit has been cited as evidence of high-quality processes. These firms sometimes refer to themselves as "Baldrige qualified."
Q2) Market diversity drives the need for culture-specific research and development.
A)True
B)False
Answer: True
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Chapter 4: Strategic Quality Planning
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Sample Questions
Q1) ________ goals are those goals that pertain to achieving a higher end that benefits not just the individual but the group.
A) Substantive
B) Deterministic
C) Congruent
D) Superordinate
E) Hierarchical
Q2) ________ costs include costs such as training, quality planning, process engineering, and other costs associated with quality beforehand.
A) Prevention
B) Process
C) Appraisal
D) Assessment
E) Failure
Q3) Failure costs are categorized into tangible failure costs and intangible failure costs.
A)True
B)False
Q4) Explain the three categories of quality costs.
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Chapter 5: The Voice of the Customer
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100 Flashcards
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Sample Questions
Q1) Reliability concerns the willingness or readiness of employees to provide service.
A)True
B)False
Q2) Ordinal data are ranked so one measure is higher than the next.
A)True
B)False
Q3) Describe the concept of single sourcing. How is single sourcing related to strategic alliances?
Q4) To segment markets means to distinguish customers or markets according to common characteristics.
A)True
B)False
Q5) Credibility involves consistency of performance and dependability.
A)True
B)False
Q6) Internal customers are the bill-paying receivers of a company's work.
A)True
B)False
Q7) What is gap analysis?
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Chapter 6: The Voice of the Market
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) What is the first step in Xerox's 10-step process to benchmarking?
A) determine the current performance gap
B) identify whom to benchmark
C) decide what to benchmark
D) develop action plans
E) project future performance levels
Q2) Determining the current performance gap helps the company prioritize which areas are the first candidates for change and improvement.
A)True
B)False
Q3) Calculate the energy productivity of Firm A.
A) 34.67
B) 64.00
C) 19.20
D) 27.43
E) 69.33
Q4) Describe the concept of 5w2h.
Q5) Describe the concept of functional benchmarking.
Q6) Define reengineering. State the two factors that are critical to achieving success through reengineering.
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Chapter 7: Quality and Innovation in Product and Process Design
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93 Flashcards
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Sample Questions
Q1) ________ refers to the differences in products that are produced and marketed by a single firm at any given time.
A) Change
B) Criticality
C) Nonuniformity
D) Variety
E) Differentiation
Q2) Complementary products are new products using different technologies that can coexist in a family of products.
A)True
B)False
Q3) Concurrent engineering leads to increased interaction with the customer.
A)True
B)False
Q4) Quality function deployment (QFD) describes a method for translating customer requirements into functional design.
A)True
B)False
Q5) What are multi-user CAD systems?
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Chapter 8: Designing Quality Services
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) The SERQUAL instrument is useful for performing gap analysis.
A)True
B)False
Q2) The first step in the development of a services blueprint is to isolate fail points.
A)True
B)False
Q3) The first stage of the service benefit package design process is ________.
A) service concept investigation
B) facilities requirement definition
C) process definition and selection
D) the definition of a services package
E) idea/concept generation
Q4) Selective services packages are especially tailored for each customer.
A)True
B)False
Q5) Customers tend to be more involved in the production of goods than in the production of services.
A)True
B)False
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Chapter 9: Managing Supplier Quality in the Supply Chain
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65 Flashcards
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Sample Questions
Q1) Dual souring reduces the exposures of having a single supplier.
A)True
B)False
Q2) Which of the following is not a section of ISO/TS 16949?
A) management responsibility
B) product realization
C) resource management
D) measurement, analysis, and improvement
E) supplier development
Q3) QS 9000 was a common standard adopted by Chrysler, General Motors, and Ford for certifying suppliers.
A)True
B)False
Q4) Inbound and outbound logistics are examples of supply-chain activities.
A)True
B)False
Q5) Describe the concept of the "chain of customers."
Q6) The certification program developed by General Motors was called Q1.
A)True
B)False
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Chapter 10: The Tools of Quality
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Sample Questions
Q1) The first step in completing a(n) ________ is to construct an affinity diagram to identify the issues relating to a problem.
A) interrelationship digraph
B) matrix diagram
C) tree diagram
D) prioritization grid
E) activity network diagram
Q2) Calculate the number of classes if there are 130 observations in a data set?
A) 8
B) 7
C) 6
D) 5
E) 4
Q3) The first step in setting up a scatter plot is to determine the independent and dependent variables.
A)True
B)False
Q4) Define a matrix diagram. What are the steps involved in constructing a matrix diagram.
Q5) Define check sheets and describe the steps involved in setting up a check sheet.
Page 12
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Chapter 11: Statistically Based Quality Improvement for Variables
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) A 50 volt battery must be between 55 and 45 volts when it leaves the factory. Two hundred samples of batteries have yielded the following data: average charge of 49 volts with a standard deviation of 2.5 volts. What is the process capability?
A) 0.06
B) 0.80
C) 0.53
D) 0.12
E) 0.38
Q2) A(n) ________ is an either-or-situation resulting from a binomial process.
A) variable
B) paradigm
C) criterion
D) attribute
E) element
Q3) What is the difference between a variable and an attribute?
Q4) Nonrandom variation is centered on a mean and occurs with a consistent amount of dispersion.
A)True
B)False
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Chapter 12: Statistically Based Quality Improvement for Attributes
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90 Flashcards
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Sample Questions
Q1) A system is composed of three components. Two of the items are in parallel and have reliabilities of 0.95 and 0.90. The third item has a reliability of 0.98 and this item is in series with the first combination. What is the overall system reliability?
A) 0.995
B) 0.985
C) 0.975
D) 0.965
E) 0.955
Q2) The horizontal axis on the bathtub function is ________.
A) failure rate
B) time
C) useful life
D) design reliability
E) predicted life
Q3) Sensory attributes relate to whether or not a particular product or service performs as it is supposed to.
A)True
B)False
Q4) Describe the development and interpretation of the bathtub curve.
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Chapter 13: Six Sigma Management and Lean Tools
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Sample Questions
Q1) The Taguchi constant for flooring materials is known to be $50/cm sq. and the cost to repair them is $300. What is the tolerance interval?
A) 2.45 cm
B) 0.41 cm
C) 6.00 cm
D) 0.16 cm
E) 4.25 cm
Q2) Part of the responsibility of the master black belt is to perform a cost of poor quality analysis.
A)True
B)False
Q3) At the core of Six Sigma is the equation Y = f(X) where Y represents ________.
A) key business objectives and measures
B) processes
C) interrelationships to be controlled and managed
D) uncontrollable variables
E) controllable variables
Q4) Six Sigma is a program begun at General Electric in 1982 by Jack Welch. A)True
B)False
Page 15
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Chapter 14: Managing Quality Improvement Teams and Projects
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Sample Questions
Q1) Discuss the differences between soft costs and hard costs when evaluating projects.
Q2) In ________ stage of the conflict resolution process, people are at odds, and competition or aggression ensues.
A) collaborating
B) frustration
C) interaction
D) outcome
E) conceptualization and orientation
Q3) ________ work to improve processes and customer service.
A) Process improvement teams
B) Cross-functional teams
C) Tiger teams
D) Natural work groups
E) Virtual teams
Q4) Only cost-benefits analysis (CBA) involves identifying direct and indirect project costs and expected returns for projects.
A)True
B)False
Q5) Why is knowledge work important in managing businesses today?
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Chapter 15: Implementing and Validating the Quality System
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Sample Questions
Q1) Which of the following is not an example of an auditing standard?
A) The audit must be performed by a person having adequate technical training and proficiency as an auditor.
B) In all matters relating to the assignment, independence in mental attitude is to be maintained by the auditor so as to establish the "third-party viewpoint."
C) Professional care is to be exercised in the performance of the examination and in the preparation of the report.
D) The auditor should be politically conservative.
E) None of the above
Q2) Which of the following building blocks are included in a system for quality improvement?
A) processes
B) information and finance
C) closeness to customers
D) people
E) all of the above
Q3) Auditing outcomes is one of the three main ingredients to an audit.
A)True
B)False
17
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