Question 1

Which of the following statements is FALSE concerning the discussion of the Zappos case study?

Accepted Answer

The statement "Zappos' call center is the gateway to its business and represents a support process" is false. Zappos' call center is not just a support process, but rather a core part of its business strategy for providing exceptional customer service.

Question 2

Define a good and a service. What is the difference between a durable and nondurable good? Give an example of each.

Accepted Answer

The answer of Define a good and a service. What...

Question 3

Explain the concept of a service encounter with examples. How does a service encounter relate to a moment of truth?

Accepted Answer

The answer of Explain the concept of a service encounter...

Question 4

Discuss the significant differences between goods and services.

Accepted Answer

The answer of Discuss the significant differences between goods and...

Question 5

Explain the concept of a customer benefit package (CBP). Also, differentiate a primary good or service from a peripheral good or service.

Accepted Answer

The answer of Explain the concept of a customer benefit...

Question 6

In the last century, operations management saw six major themes. What are they? Briefly discuss each.

Accepted Answer

The answer of In the last century, operations management saw...

Question 7

Quality has been a principal focus of operations management since the industrial revolution.

Accepted Answer

Quality became a principal focus of operations management primarily in the 20th century, particularly after the development of quality control methods and the influence of figures like W. Edwards Deming.

Question 8

Define operations management (OM) and describe its scope. What are the three issues that are at the core of OM?

Accepted Answer

The answer of Define operations management (OM) and describe its...

Question 9

Which of the following statements in the Zappos case discussion is TRUE?

Accepted Answer

The answer of Which of the following statements in the...

Question 10

Many business-to-business manufacturers think of the physical good they produce as peripheral and their core offering as service.

Accepted Answer

This statement is true. Many B2B industries are shifting their focus towards providing exceptional service to customers rather than just producing physical goods. This allows them to differentiate their offerings and build customer loyalty.

Question 11

A process can be designed by operations managers independently of the choice of a customer benefit package, which is chosen exclusively by marketing staff.

Accepted Answer

The design of a process is intertwined with the choice of a customer benefit package, therefore operations managers and marketing staff must work together to create a cohesive strategy for the business.

Question 12

Provide examples of business practices that support the three dimensions of sustainability (environmental, social, and economic).

Accepted Answer

The answer of Provide examples of business practices that support...

Question 13

As manufacturers sought to customize their products for global markets and increase the variety of goods and service, they were able to leverage the mass production methods that are very efficient and cost-effective.

Accepted Answer

Manufacturers seeking to customize products for global markets and increase variety often move away from traditional mass production methods, which are efficient for producing large quantities of identical items, to more flexible manufacturing systems that can accommodate customization and variety, which may be less efficient and more costly per unit.

Question 14

Define a process. Also, differentiate among a core process, a support process, and a general management process.

Accepted Answer

The answer of Define a process. Also, differentiate among a...

Question 15

Cell phones are good examples of how goods and services are bundled together for long-term profits.

Accepted Answer

Cell phone companies often offer bundled plans that include both the phone and the service, which allows them to generate long-term profits by locking customers into contracts.

Question 16

Taking a customer's order at a quick service restaurant is generally viewed as a support process.

Accepted Answer

The answer of Taking a customer's order at a quick...

Question 17

The reason that many Japanese firms captured major shares of world markets in the 1970s was a result of their focus on quality rather than efficiency.

Accepted Answer

Japanese firms in the 1970s focused on improving the quality of their products and processes, which allowed them to capture major shares of world markets. This approach, known as Total Quality Management, was distinct from the traditional focus on efficiency and cost-cutting.

Question 18

Each good or service in the customer benefit process requires a process to create and deliver it to customers.

Accepted Answer

Each good or service involves a series of processes such as planning, design, production, distribution, and delivery to reach the customers. Therefore, each step in the customer benefit process requires a process to create and deliver it to customers.

Question 19

Today, almost half of the jobs in the U.S. economy are in goods-producing industries.

Accepted Answer

According to the Bureau of Labor Statistics, as of April 2021, only about 18% of jobs in the U.S. economy were in goods-producing industries, while 82% were in service-providing industries.

Question 20

Time-based competition means providing new and innovative products that surprise and delight customers.

Accepted Answer

Time-based competition focuses on reducing the time it takes to deliver products and services to market, rather than specifically on providing new and innovative products.

Quiz 1: Goods, Services, and Operations Management