A firm's culture may be expressed formally through all of the following examples, except its:

• A. memos and manuals.
• B. ceremonies.
• C. dress codes.
• D. code of ethics.
• E. mission statement.

Operations management has the primary responsibility of:

• A. securing funds for the activities of an organization.
• B. creating goods and services that satisfy customers.
• C. conducting research on consumer behaviour.
• D. developing only intangible products.
• E. replacing quality with productivity in the manufacturing of goods.

The goal of the ISO 14000 standards is to:

• A. prevent companies from outsourcing to other countries.
• B. help companies focus on productivity as opposed to quality.
• C. promote a uniform approach to environmental management among companies.
• D. limit benchmarking within companies.
• E. penalize companies that do not adopt total quality management programs.

The term standardization means:

• A. ensuring that every product has the same quality.
• B. making the exact product the customer wants.
• C. that similar products, manufactured by different companies, all operate in the same manner.
• D. making identical, interchangeable components or products.
• E. making the exact same product as the competitor at the exact same time.

Wayne is a first-line manager at a heating and cooling company. Because Wayne has worked in the field for over 20 years, he is able to train employees, answer questions, provide guidance, and solve problems. These abilities most closely describe his:

• A. technical expertise.
• B. conceptual skills.
• C. human relations skills.
• D. leadership.
• E. analytical skills.

Although manufacturers and service providers often perform similar activities, they differ in all of the following ways, except:

• A. measurement of productivity.
• B. uniformity of inputs and output.
• C. labour requirements.
• D. the decision-making process.
• E. nature and consumption of output.