Service Operations Management
Exam Practice Tests
Course Introduction
Service Operations Management focuses on the effective planning, design, delivery, and improvement of services within organizations. The course explores the unique challenges of managing service-based operations as opposed to manufacturing, emphasizing topics such as service process design, capacity management, service quality, demand forecasting, and the integration of technology in service delivery. Students will learn frameworks and tools for maximizing efficiency, enhancing customer satisfaction, and ensuring continuous improvement in various service sectors, ranging from hospitality and healthcare to finance and public services. Through case studies and hands-on projects, the course equips learners with the analytical and managerial skills necessary to optimize service performance in a dynamic environment.
Recommended Textbook
Managing Operations Across the Supply Chain 3rd Edition by Morgan Swink
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19 Chapters
748 Verified Questions
748 Flashcards
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Page 2
Chapter 1: Introduction to Managing Operations Across the Supply Chain
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Sample Questions
Q1) Operations managers answer questions of what, how, when, where, and who by defining both the ___________ and _____________ aspects of the operations management system.
A)Financing and capacity
B)Marketing and delivery
C)Structural and infrastructural
D)Production and accounting Structural and infrastructural aspects of operations management must be defined to answer questions of what, how, when, where, and who.
Answer: C
Q2) Operations management is:
A)The management of production.
B)The management of services.
C)The management of processes.
D)The management of physicians. "Processes" comprehends all of the aspects of operations management.The other answers are just possible components of operations management.
Answer: C
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Chapter 2: Operations and Supply Chain Strategy
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Sample Questions
Q1) The performance measurement approach that would be most useful in measuring and describing supply chain processes would be:
A)Strategic profit model.
B)Balanced scorecard.
C)SCOR model.
D)All of these.
Answer: C
Q2) Corporate strategic planning involves decisions related to:
A)What businesses should we be in?
B)What specific product- and market-based initiatives and goals should we establish?
C)What measures should we use to control strategic initiatives?
D)All of these.
Answer: A
Q3) Which of the following is considered a "process-related" competitive priority?
A)Flexibility
B)Quality
C)Cost
D)All of these
Answer: A
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Page 4
Chapter 3: Managing Processes and Capacity
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Sample Questions
Q1) Which of the following two effects is directly a result of bottlenecks?
A)Increase in costs and increase in defects.
B)Increase in output and increase in lead-times.
C)Decrease in inspections and increase in costs.
D)Decrease in output and increase in lead-times.
Answer: D
Q2) Most processes involve two basic types of flows:
A)Information flows and physical flows.
B)Product flows and decision flows.
C)Information flows and operator flows.
D)Physical flows and security flows.
Answer: A
Q3) Which of the following is NOT a basic activity type in processes?
A)Delay
B)Operation
C)Reporting
D)Storage
Answer: C
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5
Chapter 4: Product Process Innovation
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Sample Questions
Q1) Which process structure is most likely used by a company that makes plastic soda bottles?
A)Project
B)Batch
C)Job shop
D)Continuous process
Q2) New home construction uses which type of layout?
A)Fixed-positon
B)Functional
C)Product
D)Cellular
Q3) When a process is automated:
A)Low wage jobs increase
B)Fixed costs increase
C)Quality always improves
D)Less maintenance is needed.
Q4) Jones Company has a make-to-order orientation.It most likely does NOT use:
A)Continuous process structure.
B)Cellular manufacturing process structure.
C)Job shop process structure.
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Chapter 5: Manufacturing and Service Process Structures
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Sample Questions
Q1) If a product includes features that customers care most about, we would say that it has high:
A)Conformance quality.
B)Design quality.
C)Reliability.
D)Aesthetics.
Q2) The idea that variability is the source of most quality problems was a major contribution of which quality management thought leader?
A)Juran
B)Imai
C)Crosby
D)Deming
Q3) ISO 9000 defines a set of internationally accepted standards for:
A)Product quality.
B)Quality control.
C)Operations management quality.
D)Business quality management.
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Chapter 6: Managing Quality
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Sample Questions
Q1) Which of the following quality improvement tools is most appropriate for identifying patterns in the data?
A)Cause and effect diagrams.
B)Process flow analysis.
C)Check sheets.
D)Process capability analysis.
Q2) Suppose that you are a process manager in a manufacturing plant, and you suspect that there is a relationship between the room temperature of the plant and the weights of the plastic caps produced by an injection molding process.What quality improvement tool would you use to investigate this claim?
A)Fishbone diagram
B)Check list
C)Pareto analysis
D)Histogram
E)Scatter diagram
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Chapter 7: Managing Inventories
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Sample Questions
Q1) A standard electrical plug fits into an outlet in only one way because one of the two prongs is larger than the other.This ensures that people will insert the plug properly to create a grounded circuit.This is an example of:
A)Cause-and-effect analysis.
B)Kanban.
C)Poka-yoke.
D)A benefit of Pareto analysis.
Q2) Which of the following lean principles best communicates the notion of demand synchronization?
A)Produce only the products that the customer wants.
B)Build with perfect quality.
C)Build only as quickly as customers want them.
D)Build only with features that the customers want and no others.
Q3) The purpose of the kanban card is to:
A)Be a signal from the user authorizing the maker to start producing the required parts.
B)Keep track of defective products.
C)Inform the maker of the exact specification of the required parts.
D)Keep track of the total labor hours spent on a finished product.
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9
Chapter 8: Lean Systems
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Sample Questions
Q1) Which measure of basic service will most likely show poorest performance for a firm?
A)Unit fill rate
B)Order fill rate
C)Line fill rate
D)Perfect orders
Q2) A service strategy that allows customers many different options for ordering and fulfillment of purchases is known as:
A)Customer success.
B)Omnichannel.
C)Flexible purchasing.
D)Customer convenience.
Q3) Johnson Company has the following data about customer orders for the month of June: Orders Received: 5,000 orders Total Units Ordered: 40,000 units Total Units Delivered: 37,800
Total Orders Delivered Complete: 4,600 What was Johnson's unit fill rate?
A)92 percent
B)94.5 percent
C)12.5 percent
D)91 percent
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Page 10
Chapter 9: Customer Service Management
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Sample Questions
Q1) If you are evaluating whether a supplier's workforce is receiving fair wages, you are most likely doing a(n):
A)Spend analysis.
B)Assessment of sustainability.
C)ISO 9000 assessment.
D)Total cost of ownership assessment.
Q2) Floor cleaning supplies for an elementary school would be considered to be:
A)Leverage.
B)Noncritical.
C)Strategic.
D)Bottleneck.
Q3) Which activity is most likely to be outsourced by an automotive company such as Ford Motor Co.?
A)The concept design for future cars.
B)Final car assembly.
C)Design of the engine.
D)Production of tires.
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Chapter 10: Sourcing and Supply Management
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Sample Questions
Q1) The increasing size of container ships is being driven by:
A)Economies of scale.
B)Total cost of ownership.
C)Market consolidation.
D)Economies of distance.
Q2) As the shipping distance increases
A)Variable costs are spread over more miles.
B)The shipping costs per pound increases.
C)Economies of scale are achieved.
D)The cost per unit of distance decreases.
Q3) Miller Corp.can make three individual deliveries to three different customers at a transportation cost of $600 each or can consolidate them into one shipment with a transportation cost of $1,200 and a stop-off charge of $100 per stop.Should Miller Corp.consolidate the shipments?
A)Yes, it will save $100.
B)Yes, it will save $300.
C)No, it will increase cost by $100.
D)It doesn't matter based on cost.
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Chapter 11: Logistics Management
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Sample Questions
Q1) Increasing the value of alpha ( ) in an exponential smoothing model would produce which of the following results?
A)Reduce the influence of more recent demands in computing future forecasts
B)Reduce the amount of data that needs to be stored to support the forecasting process
C)Increase the sensitivity of the forecast process to recent changes in demand
D)Reduce the ability of the forecast process to respond to seasonality in demand
Q2) Convex Computer Company makes many different forecasts.Which of the following forecasts is probably the least accurate?
A)Total number of computers (laptops and desktops) to be sold next month.
B)Total number of laptops to be sold next month.
C)Total number of desktops to be sold next year.
D)Total number of laptops with 2 gigabyte RAM, 80 gigabyte hard drive, and 16x DVD drive to be sold next year.
Q3) The tracking signal will suggest to a manager that
A)Demand for an item is changing.
B)There is seasonality in demand.
C)A forecast mode's parameters may need adjustment.
D)All the answers are correct.
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Chapter 12: Demand Planning: Forecasting and Demand Management
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Sample Questions
Q1) Which of the following is an advantage of a chase production strategy (as compared to a level plan)?
A)Low investment in equipment.
B)High inventory carrying cost.
C)Lower inventory investment.
D)Less investment in employee training.
Q2) Zanda Corp.and Jones Corp.are identical in every way (products produced, costs, demand, etc.) except for one.Zanda uses a level production plan while Jones prefers a chase production plan.Which of the following is most likely to be true?
A)Zanda will have higher investment in plant and equipment.
B)Zanda will have higher hiring and firing costs.
C)Zanda will have higher inventory carrying costs.
D)Zanda will have lower total production costs.
Q3) The process of replanning each period for a given number of periods into the future is referred to as which of the following terms?
A)Rolling planning horizon
B)Material requirements planning
C)Aggregate planning
D)Master Production Schedule.
Page 14
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Chapter 13: Sales and Operations Planning
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Sample Questions
Q1) The entire time period covered by the MPS is the:
A)Time bucket.
B)Cumulative lead time.
C)Planning horizon.
D)Production schedule.
Q2) MRP is a process that would be most applicable in which situation?
A)Planning requirements for repair parts for production equipment in a manufacturing plant.
B)Planning requirements for safety stocks of finished goods in a distribution center.
C)Planning requirements for bicycle seats in a bicycle production plant.
D)None of these.
Q3) Demand-driven MRP:
A)Compares materials and capacity requirements within a single firm.
B)Extends planning across the supply chain.
C)Focuses on distribution planning.
D)Is also called advanced planning and scheduling
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Chapter 14: Materials and Resource Requirements Planning
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Sample Questions
Q1) A project manager usually has the greatest ability to affect social and technical success factors of a project in what stage of the project?
A)Planning
B)Execution
C)Completion
D)A project manager has equal ability to affect success factors across all stages.
Q2) Where in a project schedule is a good place to plan in a buffer?
A)Immediately after a highly uncertain task.
B)Where scarce resources are needed.
C)At the end of the project.
D)All of the above are good places to plan in buffers.
Q3) Which of the following is a project?
A)The operation of a toll booth on a highway.
B)The construction of a ship.
C)Balancing your checkbook at the end of each month.
D)Inspecting the quality of units being produced.
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16
Chapter 15: Project Management
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Sample Questions
Q1) Task X has a most likely duration of 10 days, a best case duration of 8 days, and a worst case duration of 15 days.What is the probability that it will be completed in 12 days or less?
A)0 percent
B)95.7 percent
C)90.1 percent
D)75.3 percent
Q2) Which of the following statements is true regarding crash costs?
A)Crash costs tend to increase with each additional day of crashing.
B)Crash costs tend to decrease with each additional day of crashing.
C)It is usually cheaper to crash tasks that are not on the critical path.
D)Additional crash costs are rarely justified in practice.
Q3) An estimate of the duration of a task that is based on a weighted average of a range of possible task durations is known as:
A)Most likely duration.
B)Expected duration.
C)Worst-case duration.
D)Probabilistic duration.
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Chapter 16: Sustainable Operations Management
preparing for the Future
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Sample Questions
Q1) We observe three different people doing the same task using three different approaches (with differing levels of quality, output and lead time).Which of the following disposition options is most appropriate for this situation?
A)Keep
B)Rethink
C)Combine
D)Eliminate.
Q2) When the Marriott, an international hotel chain, designs a new facility, which of the following process tools is it most likely to use?
A)Swim lanes
B)Process Flow Diagram
C)Service blueprinting
D)Physical Layout Diagram
Q3) An activity identified by a "?" is typically a(n):
A)Value-adding activity.
B)Necessary activity.
C)Waste-generating activity.
D)None of these.
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Chapter 17: Process Mapping and Analysis
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Sample Questions
Q1) An FMEA estimates the risk priority number (RPN) for a given failure mode to be 36.The occurrence rating is 3 and the severity rating is 3.Thus, the undetectability rating is:
A)3
B)4
C)5
D)6
Q2) In conducting a failure modes effects analysis, the following data were developed for three modes Mode 1: Severity = 5, Occurrence = 2, and Undetectability = 7 Mode 2: Severity = 3, Occurrence = 6, and Undetectability = 5 Mode 3: Severity = 7, Occurrence = 2, and Undetectability = 4
Which has the highest risk?
A)Mode 1
B)Mode 2
C)Mode 3
D)Mode 1 and Mode 2 are equal in having highest risk
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19
Chapter 18: Quality Improvement Tools
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Sample Questions
Q1) ___________ inventory is the costliest form of inventory one can hold.
A)Finished goods
B)Raw materials
C)Components
D)Work-in-process
Q2) A batch of Raisin Bran that has been made at Kellogg's but not yet packaged in its final cereal box would be an example of what type of inventory?
A)Raw material
B)Work-in-process
C)Finished goods
D)Maintenance, repair, and operating supplies (MRO)
Q3) Which of the following pieces of information is identified in the original 12-digit UPC code?
A)Product price.
B)Where product was manufactured.
C)The manufacturer of the item.
D)All of these are part of a UPC code.
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Chapter 19: Advanced Methods for Project Scheduling
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Sample Questions
Q1) Which of the following factors was most responsible for the breakdown of the Daimler-Benz/Chrysler merger?
A)Technology incompatibility
B)Lack of sustainability
C)Cultural incompatibility
D)Different languages
Q2) Which of the following terms best describes the impact of sustainability initiatives on the business model?
A)Sustainability affects primarily the capabilities offered by the supply chain.
B)Sustainability helps the firm to change its value proposition.
C)Sustainability impacts primarily the customers that we serve.
D)Sustainability affects the entire business model.
Q3) As technology and cultures evolve, the best approach for operations managers is to: A)Work harder.
B)Adapt their business models.
C)Retire.
D)Make their processes more efficient.
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