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Q:
_____ is an example of a nondurable good.
a. An airplane
b. Software
c. Furniture
d. A dishwasher
Q:
The company that makes a new weight loss pill claims that people who use this pill according to instructions will lose an average of 20 pounds during a four-month period. They say the claim is based on a study of 300 people. Which of the following statistical methods was most likely used to arrive at the company's conclusion?
A) Estimation
B) Hypothesis testing
C) Histograms
D) Bar charts
Q:
_____ sustainability is an organization's commitment to maintain healthy communities and improve the quality of life.
a. Environmental
b. Economic
c. Social
d. Political
Q:
A political poll that is used to indicate the percentage of voters who will vote for a particular candidate makes use of which of the following?
A) Hypothesis testing
B) Numerical analysis
C) Estimation
D) Both B and C
Q:
Jason and his friend went to a coffee shop. They ordered two cappuccinos and received a complimentary chocolate waffle and cookie along with their order. In the context of a customer benefit package (CBP), the chocolate waffle and the cookie are _____.
a. intangible products
b. core offerings
c. peripheral goods
d. primary goods
Q:
Estimation and hypothesis testing are categories of:
A) inferential statistics.
B) descriptive statistics.
C) numerical measurement.
D) statistical charts.
Q:
Which of the following statements is true of sustainability?
a. Sustainability practices lead to better public perception.
b. Sustainability practices are limited to service-providing firms.
c. The use of sustainable technology reduces short-term operational costs.
d. The application of sustainable technology is limited to the agriculture industry.
Q:
The Biltmore Hotel manager is getting ready to make a presentation that she hopes will justify adding additional staff. As part of the presentation, she has constructed charts and graphs. The general type of statistical analysis she is using is:
A) hypothesis testing.
B) estimation.
C) inferential statistics.
D) descriptive statistics.
Q:
Which of the following statements is true of goods-producing processes?
a. They use employees as a substitute for physical inventory.
b. They require extensive customer participation in service creation and delivery.
c. They require more flexibility and adaptation to special circumstances than service processes.
d. They are mechanistic and controllable because of the lack of customer participation.
Q:
A consumer products company is considering introducing a new product nationally. To help make the decision, it first conducts a test market by selling the product for a few months in one city. This is an example of:
A) descriptive statistics.
B) charts and graphs.
C) estimation.
D) hypothesis testing.
Q:
In the context of customer benefit packages, _____ services are those that are not essential to the primary service, but enhance it.
a. core
b. tertiary
c. peripheral
d. central
Q:
_____ refers to an organization's ability to strategically address current business needs and successfully develop a long-term strategy that embraces opportunities and manages risk for all products, systems, supply chains, and processes to preserve resources for future generations.
a. Sustainability
b. Scalability
c. Scheduling
d. Forecasting
Q:
Recently, a major tire manufacturer stated in its advertising that its tires with a new tire tread design will last more than 50,000 miles on average. A consumer agency collected a subset of these tires and tested them in very controlled conditions. Based on this test, the agency concluded that the manufacturer was justified in making this claim. The process described is an example of:
A) descriptive statistics.
B) hypothesis testing.
C) statistical inference.
D) Both B and C are correct.
Q:
When the park ranger at Yellowstone National Park reports the average length of time that visitors spend in the park, he is using:
A) graphical tools.
B) numerical measures.
C) statistical charts.
D) histograms or bar charts.
Q:
Which of the following is an example of a primary service?
a. The cooling provided by an air conditioner
b. The customer service hotline of an electronics company
c. A pen drive given along with a laptop
d. An antivirus program given along with a smartphone
Q:
When a marketing manager surveys a few of the customers for the purpose of drawing a conclusion about the entire list of customers, she is applying:
A) inferential statistics.
B) descriptive statistics.
C) quantitative models.
D) numerical measures.
Q:
Ensuring consumer safety in using goods and services is an example of _____ sustainability.
a. social
b. economic
c. political
d. environmental
Q:
Which of the following is an example of graphs used to describe data?
A) Histograms
B) Bar charts
C) Both A and B are correct.
D) None of the above.
Q:
A _____ is a customer benefit package (CBP) feature that departs from the standard CBP and is normally location specific or firm specific.
a. bottleneck
b. peripheral product
c. core product
d. variant
Q:
When an administrator at a local hospital prepares a series of charts and graphs pertaining to the patients that have stayed at the hospital during the past month, she is using which general category of statistical analysis?
A) Quantitative statistics
B) Inferential statistics
C) Descriptive statistics
D) Random sampling
Q:
A gracious welcome by an employee at the hotel check-in counter is an example of:
a. social sustainability.
b. predictive analytics.
c. a service blueprint.
d. a moment of truth.
Q:
The use of charts and graphs is an example of:
A) descriptive statistics.
B) inferential statistics.
C) estimation.
D) hypothesis testing.
Q:
Predictive analytics is used by organizations to:
a. analyze business policies through visual representations.
b. identify the best decisions for a particular situation.
c. understand past and current performance.
d. envisage the future by detecting patterns and relationships in data.
Q:
A small engine repair shop tracks the number of customers who call each day. This variable is a time-series variable and also ratio level.
Q:
A _____ is a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and those that deliver them to the customer.
a. product-process matrix
b. product life cycle
c. value chain
d. business cycle
Q:
Which of the following can be classified as a support process in a business?
a. Product manufacturing
b. Technology acquisition
c. Human resource management
d. Order shipment
Q:
A survey conducted by a local real estate agency asked respondents to indicate whether they preferred natural gas, electric, or oil furnaces for heating their home. The data collected for this variable would be of ordinal level.
Q:
A cell phone service provider has 14,000 customers. Recently, the sales department selected a random sample of 400 customer accounts and recorded the number of minutes of long distance time used during the previous billing period. The company analyst used Excel to sort these values in order from high to low. She then assigned the highest value a rank of 1, the next highest value a rank of 2, and so forth. These ranks would be considered to be ordinal data.
Q:
In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of preproduction services?
a. They focus on gaining a customer.
b. They include on-site installation and application services.
c. They focus solely on keeping an existing customer.
d. They include recycling and remanufacturing initiatives.
Q:
Identify a difference between goods and services.
a. Goods can be stored as physical inventory, whereas services cannot be stored as physical inventory.
b. Goods-producing firms rely solely on soft technology, whereas service-providing firms rely solely on hard technology.
c. The demand for goods cannot be predicted, whereas the demand for services can be easily predicted.
d. Customers directly participate in goods-producing activities, whereas customers do not participate in service-providing activities.
Q:
One of the key activities that operations managers perform is _____ management: ensure that the right amount of resources (labor, equipment, materials, and information) is available when needed.
a. quality
b. supply chain
c. network
d. resource and capacity
Q:
If you have an ordinal variable, it is possible to precisely measure the magnitude of the difference between the possible values of the variable.
Q:
_____ management is defined as the science and art of ensuring that goods and services are created and delivered successfully to customers.
a. Operations
b. Communications
c. Network
d. Security
Q:
The difference between interval data and ratio data is that interval data has a natural zero.
Q:
A major fast-food chain has installed a device that measures the temperature of the hamburgers on the grill. These data are stored in a computer file. If you were to analyze these data, you would be working with ordinal level data.
Q:
Which of the following statements is true of goods?
a. Goods-producing industries rely on machines and hard technology to perform work.
b. Goods-producing employees require stronger behavioral skills than physical skills.
c. The demand for goods is more difficult to predict than the demand for services.
d. Durable goods are those that are no longer useful once they are used.
Q:
Flavors of ice cream (chocolate, vanilla, strawberry, etc.) are an example of nominal data.
Q:
Which of the following is a similarity between goods and services?
a. Both can be standardized for the mass market or customized to individual needs.
b. Both use physical inventory as a buffer for fluctuations in demand.
c. Both require customers to participate extensively in the creation and delivery processes.
d. Both can be protected by patents owing to their tangible nature.
Q:
Recently, a bank manager pulled a sample of customer accounts and recorded data for two variables, checking account balance and total number of transactions during the previous 30 days. The data collected would be considered time-series data.
Q:
_____ centers are warehouses that act as intermediaries between factories and customers, shipping directly to customers or to retail stores where products are made available to customers.
a. Production
b. Distribution
c. Cost
d. Business recovery
Q:
Which of the following statements is true of service facilities?
a. They need to be in close proximity to customers.
b. They store their services as physical inventory.
c. They require employees with stronger technical skills than behavioral skills.
d. They rely more on hard technology than soft technology to perform work.
Q:
Data collected on marital status (married, divorced, single, other) would be an ordinal level variable.
Q:
_____ refers to raw materials, work-in-process, or finished goods that are maintained to support production or satisfy customer demand.
a. Throughput
b. A variant
c. A subsidy
d. Inventory
Q:
Cross-sectional data is a set of data values observed at successive points in time.
Q:
A variable that has all the properties of an interval variable, but also has a true zero, is a ratio level variable.
Q:
Building a high-performing organization with a capable leadership and workforce is an example of _____ sustainability.
a. economic
b. technological
c. political
d. environmental
Q:
A variable, i.e., the length of time it takes for an employee to complete an assembly procedure at an automotive plant, is a ratio level variable.
Q:
Purchasing is a key activity performed by operations managers that involves:
a. determining when resources such as employees and equipment should be assigned to work.
b. using technology to improve productivity and respond faster to customers.
c. coordinating the acquisition of materials, supplies, and services.
d. ensuring that goods, services, and processes will meet customer expectations and requirements.
Q:
On a survey, amount of education is recorded as some high school, high school graduate, some college, college graduate, etc. This is an example of ordinal data.
Q:
Which of the following statements is true of operations management (OM)?
a. The application of the concepts and methods of OM is limited to the technology industry.
b. OM is the only function by which managers can directly affect the value provided to all stakeholders.
c. The activities involved in OM focus on creating value solely for external customers.
d. OM and its principles are exclusively applicable to firms that produce tangible products.
Q:
At the end of the school term, students are asked to rate the course and instructor by indicating on a scale of 1-5 how well they liked the course. The data generated from this question are examples of ordinal data.
Q:
Which of the following statements is true of service employees?
a. They require good human interaction skills and strong cross-selling skills.
b. They perform mechanized and rigid processes.
c. They have little or no interaction with customers.
d. They rely more on hard technology than soft technology to perform work.
Q:
Nominal data is the highest level of data.
Q:
A _____ good is one that does not quickly wear out and typically lasts at least three years
a. durable
b. soft
c. consumer packaged
d. fast-moving consumer
Q:
When customers return a product to a store and the store asks the customer to indicate the reason that the merchandise was returned, the resulting data are quantitative since multiple people will be providing the data.
Q:
Which of the following statements is true of a value chain?
a. The pre- and postservice framework of a value chain emphasizes that service is a critical component of traditional manufacturing processes.
b. The input-output framework of a value chain suggests that the value chain begins with inputs from customers.
c. A value chain solely focuses on the operations function of an organization.
d. A value chain is narrower in scope than a supply chain.
Q:
Recording vehicle type as sedan, minivan, pick-up truck, etc. is an example of qualitative data.
Q:
A _____ is a sequence of activities that is intended to create a certain result, such as a physical good, a service, or information.
a. process
b. matrix
c. variant
d. task
Q:
Sales data measured each week for the past twenty weeks are examples of time-series data.
Q:
It is possible for the same survey questionnaire to yield both quantitative and qualitative data.
Q:
_____ is defined as the perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them.
a. Value
b. Equity
c. Turnover
d. Revenue
Q:
When students are asked to list their age and the percentage of their college expenses that they pay for themselves, the type of data being collected is quantitative.
Q:
In order to increase value, an organization must:
a. increase perceived benefits while decreasing actual benefits.
b. increase both perceived benefits and price or cost proportionally.
c. decrease both perceived benefits and price or cost proportionally.
d. decrease price or cost while holding perceived benefits constant.
Q:
The sales data for a company measured weekly for the past year would be considered cross-sectional data since the sales values are computed from the entire company.
Q:
Which of the following is an example of a general management process in a business?
a. Research and development
b. Inventory management
c. Technology acquisition
d. Human resource management
Q:
If a population is very large, it may be better to select a sample from the population than to try to obtain a census in an effort to reduce measurement error.
Q:
A _____ good is one that is no longer useful once it's used, or lasts for less than three years.
a. heavy-duty
b. nondurable
c. hard
d. slow-moving consumer
Q:
A market research firm that surveys customers in a shopping mall by asking various people to respond to a short survey about a new product is performing convenience sampling.
Q:
One of the reasons that managers prefer statistical sampling to nonstatistical sampling is that statistical sampling is generally easier to perform and less expensive.
Q:
A pair of running shoes is an example of a durable good.a. Trueb. False
Q:
Suppose a professor collects survey data by passing out surveys in his/her classes, where the population of interest is defined as all students enrolled at that university. This is an example of nonstatistical sampling technique.
Q:
Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.
a. True
b. False
Q:
When a small sample is used, a stratified random sample is more likely to provide the desired information than a simple random sample.
Q:
The intangible nature of a service makes it difficult to keep a competitor from copying a service encounter design.
a. True
b. False
Q:
Stratified random sampling is the same thing as simple random sampling.
Q:
Big data analytics is intended to support service businesses such as virtual banking.
a. True
b. False
Q:
If a state agency wishes to conduct on-site surveys of small businesses throughout the state, cluster sampling could potentially be used to reduce the geographical area over which the surveys would need to be conducted.
Q:
If the value ratio for a good or service is high, the good or service is perceived favorably by customers.
a. True
b. False
Q:
In election years, the polls that are conducted by such companies as Gallup and Harris typically employ stratified random sampling to reduce the number of people that will need to be surveyed.
Q:
The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.
a. True
b. False