运营管理B.doc

1、 运营管理一、TRUE/FALSE (10 points)1. A project process lies at low-customization, high-volume end of the process-choice continuum, is characterized by the release of resources once a project is completed. ( F )2. When defining the service concept, it is not necessary to keep consistency between the front

2、- and back-office elements of the service system. P30 ( F )3. QFD translates customer needs and preferences into operational goals for the firm. P265 ( T )4. One of the principles that total quality management (TQM) stresses is process reengineering. ( F )5. Capacity can be expressed by output or in

3、put measures. ( T )6. Facility location is the process of determining a geographic site for a firms operations. ( T )7. One objective of an aggregate plan is to minimize changes in production rates. ( T )8. Anxiety makes waiting feel shorter. P309 ( F )9. Applying the JIT philosophy lead to unnecess

4、ary inventories. ( F )10. In services, an important additional element must be introduced into facilities management: the customer. ( 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P2687，T, 8，F， 见书P309 9，F，同A卷 10，T，同A卷二、SINGLE CHOICE (20 points)1. Which of the following is

5、 the responsibility of operations? ( B )A.Develop new products and services B.Transform inputs into new products and services C.Transport inputs and outputs D.Interpret financial information 2( C ) is a technique where mystery shoppers, independent advisers or consultant-customers walk through the a

6、ctual process to assess how real customers might assess each transaction. P269A. ISO 9000 B. Control chartsC. Service Transaction Analysis (STA) D. Quality function deployment (QFD)3 Management consultancy belongs to the ( C ) P262A. Mass service B. Service shop C. Professional service D. Continuous

7、 process4 Services have four characteristics. ( B ) means that realization of a service implies the presence of provider as well as customer. Production and comsumption are interwined. Customers participate in production. P14A. Intangibility B. Simultaneity C. Heterogeneity D. Perishability5 In Mais

8、ters framework: ( D ) combines the high degree of customer interaction with a high degree of customization. P20A. Nurse B. Pharmacist C. Brain Surgeon D. Psychotherapist6 A product has three components with individual reliabilities of 0.85, 0.92, and 0.95. What is the reliability of the product? ( A

9、 )A.Less than or equal to 0.75 B.Greater than 0.75 but less than or equal to 0.80 C.Greater than 0.80 but less than or equal to 0.85 D.Greater than 0.85 7 In a supermarket, the demand for sugar is not (directly) dependent on the demand for any other item. This demand item is ( B ). P293 A. Dependent

10、 demand item B. Independent demand item C. Pseudo-dependent demand item D. Pseudo-independent demand item8 McKenna Restaurant wishes to open a new store. Based on the following subjective criteria, where should the new store be located?( C ) A.A B.B C.C D.D 9 Service blueprinting is an analytical to

11、ol for process design and mapping. On the chart, front- and back-office activities are separated in this approach by ( A ), indicating where the customer intervenes in the service delivery process. P265A. A line of visibility; B. Potential fail points; C. Decision points; D. Standard execution times

12、10 As for car assembly, which process type is fit for? ( B ) P261A. Project process B. Line production processC. Job shop process D. Continuous processPS：B卷答案：1，P4，选C：the tertiary 2，选B，manufactory 3，选A，coapcity planning 4,选D，不属于6R的是record 5，选C， STA 6，选B ,line production process 7，选D，shopper,本题所讲的是投入

13、产出关系 8，选D ,psychotherapist 9，选A，less than 0.75 10，选B,independent demand item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. How to understand the yield management?What are the circumstances that yield management can be applied? (304页)答案：(1)Yield management has been defined as：The process of allocating the right t

14、ype of capacity to the right type of customer at the right price so as to maximize revenue or yield .(2) Yield management is an issue in service organizations in the following circumstances:1. when the organization is operating with a relatively fixed capacity-that is, capacity which cannot be quickly cha