运营管理B.doc

运营管理B.doc

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运营管理

一、TRUE/FALSE（10points）

1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.（F）

2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.P30（F）

3.QFDtranslatescustomerneedsandpreferencesintooperationalgoalsforthefirm.P265（T）

4.Oneoftheprinciplesthattotalqualitymanagement（TQM）stressesisprocessreengineering.（F）

5.Capacitycanbeexpressedbyoutputorinputmeasures.（T）

6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.（T）

7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.（T）

8.Anxietymakeswaitingfeelshorter.P309（F）

9.ApplyingtheJITphilosophyleadtounnecessaryinventories.（F）

10.Inservices,animportantadditionalelementmustbeintroducedintofacilitiesmanagement:

thecustomer.（T）

PS：

B卷答案：

1，F

2，F服务管理和制造环境没有关系

3，T同A卷

4，F服务蓝图可以用在服务流程的监管中

5，T同A卷

6，T见书P268

7，T,

8，F，见书P309

9，F，同A卷

10，T，同A卷

二、SINGLECHOICE（20points）

1.Whichofthefollowingistheresponsibilityofoperations?

（B）

A. Developnewproductsandservices B. Transforminputsintonewproductsandservices

C. Transportinputsandoutputs D. Interpretfinancialinformation

2．（C）isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.P269

A.ISO9000B.Controlcharts

C.ServiceTransactionAnalysis（STA）D.Qualityfunctiondeployment（QFD）

3．Managementconsultancybelongstothe（C）P262

A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess

4．Serviceshavefourcharacteristics.（B）meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.P14

A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability

5．InMaister’sframework:

（D）combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.P20

A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist

6．Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?

（A）

A. Lessthanorequalto0.75

B. Greaterthan0.75butlessthanorequalto0.80

C. Greaterthan0.80butlessthanorequalto0.85

D. Greaterthan0.85

7．Inasupermarket,thedemandforsugarisnot（directly）dependentonthedemandforanyotheritem.Thisdemanditemis（B）.P293

A.DependentdemanditemB.Independentdemanditem

C.Pseudo-dependentdemanditemD.Pseudo-independentdemanditem

8．McKennaRestaurantwishestoopenanewstore.Basedonthefollowingsubjectivecriteria,whereshouldthenewstorebelocated?

（C）

A. A B. B C. C D. D

9．Serviceblueprintingisananalyticaltoolforprocessdesignandmapping.Onthechart,front-andback-officeactivitiesareseparatedinthisapproachby（A）,indicatingwherethecustomerintervenesintheservicedeliveryprocess.P265

A.Alineofvisibility;B.Potentialfailpoints;

C.Decisionpoints;D.Standardexecutiontimes

10．Asforcarassembly,whichprocesstypeisfitfor?

（B）P261

A.ProjectprocessB.Lineproductionprocess

C.JobshopprocessD.Continuousprocess

PS：

B卷答案：

1，P4，选C：

thetertiary2，选B，manufactory3，选A，coapcityplanning4,选D，不属于6R的是record5，选C，STA6，选B,lineproductionprocess7，选D，shopper,本题所讲的是投入—产出关系8，选D,psychotherapist9，选A，lessthan0.7510，选B,independentdemanditem

温馨提示：

B卷的大部分题都和A卷是一样的哈！

嘿嘿，谢谢！

简答题

1.Howtounderstandtheyieldmanagement?

Whatarethecircumstancesthatyieldmanagementcanbeapplied?

（304页）

答案：

（1）Yieldmanagementhasbeendefinedas：

Theprocessofallocatingtherighttypeofcapacitytotherighttypeofcustomerattherightpricesoastomaximizerevenueoryield.

（2）Yieldmanagementisanissueinserviceorganizationsinthefollowingcircumstances:

1.whentheorganizationisoperatingwitharelativelyfixedcapacity-thatis,capacitywhichcannotbequicklycha