BAM 421 FINAL EXAM, computer science homework help

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BAM 421 OPERATIONS MANAGEMENT
Text:
Author(s): Publisher:
Operations Management
10th edition, 2011 ISBN-10: 0136119417
Jay Heizer and Barry Render Pearson Prentice Hall

925 North Spurgeon Street, Santa Ana, CA 92701 Phone: 714-547-9625 Fax: 714-5475777 www.calcoast.edu
11/12
Final Examination
BAM421 Operations Management

2
Multiple Choice Questions (Enter your answers on the enclosed answer sheet)

Final Examination

1. The service sector makes up approximately what percentage of all jobs in the United
States?
a.12%
b.40%
c.66%
d.79%
e.90%
2. Which is not true regarding differences between goods and services?
a. Tangible goods are generally produced and consumed simultaneously; services are
not.
b. Most goods are common to many customers; services are often unique to the final
customer
c. Services tend to have a more inconsistent product definition than goods.
d. Services tend to have higher customer interaction than goods.
e. All of the above are true.
3. Which is not true regarding differences between goods and services?
a. Services are generally produced and consumed simultaneously; tangible goods
are not.
b. Services tend to be more knowledge-based than goods.
c. Services tend to have a more inconsistent product definition than goods.
d. Goods tend to have higher customer interaction than services.
e. None of the above is true.
4. Which of the following services is least likely to be unique, i.e., customized to a
Particular individual’s needs?
A. dental care
B. hairdressing

C. legal services
D. elementary education
E. computer consulting
5. Which of the following is not a typical service attribute?
A. intangible product
B. easy to store
C. customer interaction is high
D. simultaneous production and consumption
E. difficult to resell
BAM421 Operations Management

Final Examination
6. Which of the following attributes is most typical of a service?
A. production and consumption occur simultaneously
B. tangible
C. mass production
D. consistency
E. easy to automate
7. Experience differentiation ________________.
A. isolates the consumer from the delivery of a service
B. is an extension of product differentiation in the service sector
C. uses only the consumer’s senses of vision and sound

D. keeps consumers from becoming active participants in the service
E. is the same as product differentiation, but applied in the service sector
8. Franz Colruyt has achieved low-cost leadership through ________________.
A. effective use of voice mail
B. plastic, not paper, shopping bags
C. background music that subtly encourages shoppers to buy more
D. converting factories, garages and theaters into retail outlets
E. exclusive use of the Euro
9. A firm producing a good is more likely to have which set of the following
characteristics compared to a firm providing a service?
A. many subjective quality standards, tangible product and locate away from
customers
B. many subjective quality standards, intangible product and locate away from
customers
C. many objective quality standards, tangible product and locate near customers
D. many objective quality standards, tangible product and locate away from
customers
E. many objective quality standards, intangible product and locate away from
customers
10. Which of the following influences layout design?
A. inventory requirements
B. capacity needs
C. personnel levels
D. technology decisions
E. All of the above influence layout decisions.
3

BAM421 Operations Management

Final Examination
11.

The largest contributor to productivity increases is ________________, estimated
to be responsible for _______________ of the annual increase.
A. management; over one-half
B. Mr. Deming; one-half
C. labor; two-thirds
D. capital; 90%
E. technology; over one-half

12.

Which of the following is not true when explaining why productivity tends to be
lower in the service sector than in the manufacturing sector?
a. Services are typically labor-intensive.
b. Services are often difficult to evaluate for quality.
c. Services are often an intellectual task performed by professionals.
d. Services are difficult to automate.
e. Service operations are typically capital intensive.

13.

Three commonly used productivity variables are ________________.
A. quality, external elements and precise units of measure
B. labor, capital and management
C. technology, raw materials and labor
D. education, diet and social overhead
E. quality, efficiency and low cost

14.

Firm A operates 10 hours each day, producing 100 parts/hour. If productivity

were increased 20%, how many hours would the plant have to work to produce
1000 parts?
A. less than 2 hours
B. between 9 and 10 hours
C. between 2 and 6 hours
D. between 6 and 8 hours
E. between 8 and 9 hours
15.

A cleaning company uses 10 lbs each of chemicals A, B and C for each house it
cleans. After some quality complaints, the company has decided to increase its
use of chemical A by an additional 10 lbs for each house. By what % has
productivity (houses per pound of chemical) fallen?
a.0%
b.10%
c. 15%
d. 25%
e.33%

4
BAM421 Operations Management

Final Examination
16.

Cost minimization is an appropriate strategy in which stage of the product life
cycle?
A. introduction
B. growth
C. adolescence

D. decline
E. retirement
17.

Which of the following OM strategies/issues should a firm with a product in the
maturity stage of its life cycle be least concerned with at the present time?
A. increase capacity
B. long production runs
C. standardization
D. cost cutting
E. fewer rapid product changes

18.

Which of the following is least likely to result in a strategy change?
A. change in the company’s financial situation
B. a company’s adoption of new technology
C. change in the product life cycle
D. change in the competitive environment
E. change in job scheduling techniques

19.

Which of the following is not an operations strategic decision?
A. maintenance
B. price
C. layout design
D. quality
E. inventory

20.

Which of the following statements regarding PERT times is true?
A. The optimistic time estimate is an estimate of the minimum time an
activity will require.
B. The optimistic time estimate is an estimate of the maximum time an activity
will require.

C. The probable time estimate is calculated as t = (a + 4m + b).
D. The pessimistic time estimate is an estimate of the minimum time an activity
will require.
E. the most likely time estimate is an estimate of the maximum time an activity
will require.
5
BAM421 Operations Management

Final Examination
21.

Which of the following statements regarding PERT times i...

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