Multiple Choice Questions

Which service strategy describes separating services that may lend themselves to some type of automation?
  • SERVICE FACTORY
  • AUTOMATION
  • BAR-CODED DATA
  • PROFESSIONAL SERVICE
What is the ability to respond with little penalty in time, cost, or customer value?
  • PROCESS REDESIGN
  • SERVICE FACTORY
  • FLEXIBILITY
  • BAR-CODED DATA
Which of the quadrants in the service process matrix has low labor intensity and low customization?
  • PROFESSIONAL SERVICE
  • SERVICE FACTORY
  • BAR-CODED DATA
  • SERVICE BLUEPRINTING
What is the fundamental rethinking of business processes to bring about dramatic improvements in performance?
  • PROCESS MAPPING
  • PROCESS REDESIGN
  • PROFESSIONAL SERVICE
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
Which of the following statements is NOT true regarding process redesign?
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
  • PROFESSIONAL SERVICE
  • PROCESS REDESIGN
  • SERVICE BLUEPRINTING
What is an electronically guided and controlled cart used to move materials?
  • RFID
  • PROCESS MAPPING
  • AGV
  • FLEXIBILITY
Which of the following is NOT an example of technology's impact on the financial services industry?
  • PROFESSIONAL SERVICE
  • SERVICE BLUEPRINTING
  • BAR-CODED DATA
  • RFID
Which of the following statements is NOT true regarding production technologies?
  • BAR-CODED DATA
  • FLEXIBLE MANUFACTURING SYSTEMS AND COMPUTER-INTEGRATED MANUFACTURING ARE INCREASING THE DISTINCTION BETWEEN LOW-VOLUME/HIGH-VARIETY AND HIGH-VOLUME/LOW-VARIETY PRODUCTION.
  • ADDING FLEXIBILITY TO THE PRODUCTION PROCESS CAN BE A MAJOR COMPETITIVE ADVANTAGE. BUILDING FLEXIBILITY INTO A PRODUCTION PROCESS IS USUALLY INEXPENSIVE, BUT DIFFICULT.
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
A fast food restaurant is an example of...
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
  • low customization and low degree of labor
  • ADDING FLEXIBILITY TO THE PRODUCTION PROCESS CAN BE A MAJOR COMPETITIVE ADVANTAGE. BUILDING FLEXIBILITY INTO A PRODUCTION PROCESS IS USUALLY INEXPENSIVE, BUT DIFFICULT.
  • PROCESS MAPPING
Which of the following is NOT a production technology that enhances production and productivity?
  • SERVICE BLUEPRINTING
  • PROFESSIONAL SERVICE
  • SERVICE FACTORY
  • BAR-CODED DATA
Which of the following statements is NOT true?
  • SERVICE BLUEPRINTING
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
  • ADDING FLEXIBILITY TO THE PRODUCTION PROCESS CAN BE A MAJOR COMPETITIVE ADVANTAGE. BUILDING FLEXIBILITY INTO A PRODUCTION PROCESS IS USUALLY INEXPENSIVE, BUT DIFFICULT.
  • FLEXIBLE MANUFACTURING SYSTEMS AND COMPUTER-INTEGRATED MANUFACTURING ARE INCREASING THE DISTINCTION BETWEEN LOW-VOLUME/HIGH-VARIETY AND HIGH-VOLUME/LOW-VARIETY PRODUCTION.
Low-volume, high-variety production is best suited for which of the following process strategies?
  • PRODUCT FOCUS
  • PROFESSIONAL SERVICE
  • PROCESS FOCUS
  • PROCESS REDESIGN
What is a flowchart with time added on the horizontal axis?
  • PROCESS REDESIGN IS ALSO CALLED PROCESS REINVENTION
  • PROCESS MAPPING
  • PROCESS REDESIGN
  • FLEXIBILITY
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Multiple Choice Questions
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