please answe the following
1. The central theme of BA270 can be summarized as 'OM + MIS - BPM. 'Which of the following best describes this course theme? d. Business Process Management is the integration of Operations Management and Management Information Systems a. Business Processes Management is the result of Operational Maintenance using Management Infrastructure Systems. b. Business Planning and Management is a synthesis of Operational Maintenance and Management, Intelligence and Services. c. Business Production Management is the result of combining Output Management with Multiple Information Systems. Question 2 2 pts 2. What distinguishes OM from MIS? c. Both a. and b. are correct. a. OM is concerned with process performance metrics, MIS is concerned with information exchanges b. OM has a process perspective; MIS has an information perspective d. None of the above is correct. Question 3 2 pts 3. Which statement best illustrates how services differ from goods? e. All of the above a. Services are generally intangible. b. Production and consumption of services typically occur simultaneously c. Service outputs generally cannot be inventoried. d. In services, the customer is often a co-producer. 4. Which of the following statement(s) is (are) correct? b. Services constitute the majority of today's U.S. economy. a. Services make up only a small percentage of today's U.S. economy. c. Services and goods constitute roughly an equal percentage of today's U.S. economy. d. The U.S. economy is not dependent on services because services are often time-perishable or temporary as specified in the Clark-Fisher hypothesis. e. Both choices 'a' and 'd' are correct. Question 5 5. Samuel can type 40 words per minute and on average each page of a typed report has 400 words. What is his productivity? b. 6 pages/hr. a 4 pages/hr. c. 10 pages/hr. d. 12 pages/hr. 6. One process is more efficient than another if: c. It uses relatively fewer resources to accomplish the same task. a. It performs more correctly over time (fewer defects and failures). b. It has enough spare capacity to handle more transactions. d. It better supports better quality control verification e. It is more directly focused on accomplishing organizational goals and objectives. Question 7 2 pts 7. As discussed in class, the average cost of acquiring a new customer is that of retaining an existing customer (fill in the blank). b. five times a double c. ten times d. roughly equal Question 8 2 pts 8. Which, according to your textbook, are the five dimensions that customers use in judging service quality? a. Tangibles, empathy, assurance, reliability and responsiveness b. Tangibles, price, location, timeliness and needs. c. Timeliness, price, responsibility, reliability and empathy. d. Tangibles, needs, assurance, location and reliability. Question 9 2p 9. Eliminating constraining factors in a sequence of process steps may require e. All of the above. a. Additional employees. b. Process redesign C. Automation d. Customer self-service. Question 10 2 pts 10. Where, in the service-process matrix below, should the category Service Factory such as hotels and airlines be placed? Degree of Interaction and Customization Low High Degree of Low Labor a. c. Intensity High b. d. a. Quadrant a b. Quadrant b c. Quadrant d. Quadrant d 1. The central theme of BA270 can be summarized as 'OM + MIS - BPM. 'Which of the following best describes this course theme? d. Business Process Management is the integration of Operations Management and Management Information Systems a. Business Processes Management is the result of Operational Maintenance using Management Infrastructure Systems. b. Business Planning and Management is a synthesis of Operational Maintenance and Management, Intelligence and Services. c. Business Production Management is the result of combining Output Management with Multiple Information Systems. Question 2 2 pts 2. What distinguishes OM from MIS? c. Both a. and b. are correct. a. OM is concerned with process performance metrics, MIS is concerned with information exchanges b. OM has a process perspective; MIS has an information perspective d. None of the above is correct. Question 3 2 pts 3. Which statement best illustrates how services differ from goods? e. All of the above a. Services are generally intangible. b. Production and consumption of services typically occur simultaneously c. Service outputs generally cannot be inventoried. d. In services, the customer is often a co-producer. 4. Which of the following statement(s) is (are) correct? b. Services constitute the majority of today's U.S. economy. a. Services make up only a small percentage of today's U.S. economy. c. Services and goods constitute roughly an equal percentage of today's U.S. economy. d. The U.S. economy is not dependent on services because services are often time-perishable or temporary as specified in the Clark-Fisher hypothesis. e. Both choices 'a' and 'd' are correct. Question 5 5. Samuel can type 40 words per minute and on average each page of a typed report has 400 words. What is his productivity? b. 6 pages/hr. a 4 pages/hr. c. 10 pages/hr. d. 12 pages/hr. 6. One process is more efficient than another if: c. It uses relatively fewer resources to accomplish the same task. a. It performs more correctly over time (fewer defects and failures). b. It has enough spare capacity to handle more transactions. d. It better supports better quality control verification e. It is more directly focused on accomplishing organizational goals and objectives. Question 7 2 pts 7. As discussed in class, the average cost of acquiring a new customer is that of retaining an existing customer (fill in the blank). b. five times a double c. ten times d. roughly equal Question 8 2 pts 8. Which, according to your textbook, are the five dimensions that customers use in judging service quality? a. Tangibles, empathy, assurance, reliability and responsiveness b. Tangibles, price, location, timeliness and needs. c. Timeliness, price, responsibility, reliability and empathy. d. Tangibles, needs, assurance, location and reliability. Question 9 2p 9. Eliminating constraining factors in a sequence of process steps may require e. All of the above. a. Additional employees. b. Process redesign C. Automation d. Customer self-service. Question 10 2 pts 10. Where, in the service-process matrix below, should the category Service Factory such as hotels and airlines be placed? Degree of Interaction and Customization Low High Degree of Low Labor a. c. Intensity High b. d. a. Quadrant a b. Quadrant b c. Quadrant d. Quadrant d
