Ops 571 Week 1 Quiz - 976 Words

Week 1 OPS 571 Quiz 1 Permeable systems are characterized by being penetrable by customers via what two forms of contact? Internet and mail contact Face-to-face and internet contact Internet and phone contact Phone and face-to-face contact Check Answer Correct Permeable systems are penetrable by phone and face-to-face contact, but they are not necessarily reactive to such contact. 2 Some may argue that the production-line approach may not treat the process as a service process, but as what type of process? An operational approach A marketing approach A manufacturing approach A quality approach Check Answer Correct The production-line approach allows companies, such as fast-food restaurants, to use a workstation approach and/or an†¦show more content†¦Equal Relationship Direct Relationship Inverse Relationship No Relationship Check Answer Correct As sales opportunity rises along with the amount and type of customer contact, production efficiency is lowered, resulting in an inverse relationship. 11 Which of the following is a good example of a continuous process layout? A gas refinery A home construction site An automobile manufacturing plant A sit-down restaurant Check Answer Correct Continuous process flows often refer to the continuous â€Å"flow† of a product through a product such as a liquid that is being produced from the process. 12 Why is the planning phase often referred to as Phase 0 (Zero) of the generic product development process? This phase happens before the project is approved. This phase is not completed until after the project has been funded. This phase requires $0 to complete. This phase is not necessary. Check Answer Correct The planning phase happens before the actual project development process is launched. 13 Why do many customers like the self-service approach to service design? It puts the customer in control It provides the customer with the greatest amount of personal service. It gives the customer more opportunity to steal from a company The customer is always right in this type of system. Check Answer Correct This type of system is not without its downfalls, and not everybody likes this type of system. However, this typeShow MoreRelatedStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesOrganizational behavior / Stephen P. Robbins, Timothy A. Judge. — 15th ed. p. cm. Includes indexes. ISBN-13: 978-0-13-283487-2 ISBN-10: 0-13-283487-1 1. Organizational behavior. I. Judge, Tim. II. Title. HD58.7.R62 2012 658.3—dc23 2011038674 10 9 8 7 6 5 4 3 2 1 ISBN 10: 0-13-283487-1 ISBN 13: 978-0-13-283487-2 Brief Contents Preface xxii 1 2 Introduction 1 What Is Organizational Behavior? 3 The Individual 2 3 4 5 6 7 8 Diversity in Organizations 39 Attitudes and Job Satisfaction 69 Emotions