WGU D464 Competency 1 Operations Management
Exam 108 Questions with Verified Answers
A gracious welcome by an employee at the hotel check-in counter is an example
of: - CORRECT ANSWER Moment of Truth
A _____ is a sequence of activities that is intended to create a certain result, such
as a physical good, a service, or information. - CORRECT ANSWER process
In the context of customer benefit packages, _____ services are those that are not
essential to the primary service, but enhance it. - CORRECT ANSWER peripheral
Which of the following statements is true of goods-producing processes? -
CORRECT ANSWER They are mechanistic and controllable because of the lack of
customer participation.
Building a high-performing organization with a capable leadership and workforce
is an example of _____ sustainability. - CORRECT ANSWER economic
Which of the following statements is true of service employees? - CORRECT
ANSWER They require good human interaction skills and strong cross-selling skills.
Identify a difference between goods and services. - CORRECT ANSWER Goods can
be stored as physical inventory, whereas services cannot be stored as physical
inventory.
,A _____ good is one that does not quickly wear out and typically lasts at least
three years - CORRECT ANSWER durable
_____ refers to raw materials, work-in-process, or finished goods that are
maintained to support production or satisfy customer demand. - CORRECT
ANSWER Inventory
_____ is an example of a nondurable good. - CORRECT ANSWER software
____ sustainability is an organization's commitment to maintain healthy
communities and improve the quality of life. - CORRECT ANSWER Social
A _____ good is one that is no longer useful once it's used, or lasts for less than
three years. - CORRECT ANSWER nondurable
Which of the following statements is true of goods? - CORRECT ANSWER Goods-
producing industries rely on machines and hard technology to perform work.
Ensuring consumer safety in using goods and services is an example of _____
sustainabilit - CORRECT ANSWER Social
_____ is a key activity performed by operations managers that involves deciding
the best way to assign people to work tasks and responsibilities. - CORRECT
ANSWER Job design
, Which of the following statements is true of service facilities? - CORRECT ANSWER
They need to be in close proximity to customers.
Purchasing is a key activity performed by operations managers that involves: -
CORRECT ANSWER coordinating the acquisition of materials, supplies, and
services.
Which of the following statements is true of a value chain? - CORRECT ANSWER
The pre- and post service framework of a value chain emphasizes that service is a
critical component of traditional manufacturing processes.
Service encounter design is a key activity performed by operations managers that
involves: - CORRECT ANSWER determining how to recover from service upsets.
A _____ is a network of facilities and processes that describes the flow of
materials, finished goods, services, information, and financial transactions from
suppliers, through the facilities and processes that create goods and services, and
those that deliver them to the customer. - CORRECT ANSWER value chain
Jason and his friend went to a coffee shop. They ordered two cappuccinos and
received a complimentary chocolate waffle and cookie along with their order. In
the context of a customer benefit package (CBP), the chocolate waffle and the
cookie are _____. - CORRECT ANSWER peripheral goods
North Zone Bank gives all its customers a complimentary credit card along with a
custom-made wallet when they open an account with the bank. The credit card
and the wallet are examples of _____ offered by the bank. - CORRECT ANSWER
peripheral goods
Exam 108 Questions with Verified Answers
A gracious welcome by an employee at the hotel check-in counter is an example
of: - CORRECT ANSWER Moment of Truth
A _____ is a sequence of activities that is intended to create a certain result, such
as a physical good, a service, or information. - CORRECT ANSWER process
In the context of customer benefit packages, _____ services are those that are not
essential to the primary service, but enhance it. - CORRECT ANSWER peripheral
Which of the following statements is true of goods-producing processes? -
CORRECT ANSWER They are mechanistic and controllable because of the lack of
customer participation.
Building a high-performing organization with a capable leadership and workforce
is an example of _____ sustainability. - CORRECT ANSWER economic
Which of the following statements is true of service employees? - CORRECT
ANSWER They require good human interaction skills and strong cross-selling skills.
Identify a difference between goods and services. - CORRECT ANSWER Goods can
be stored as physical inventory, whereas services cannot be stored as physical
inventory.
,A _____ good is one that does not quickly wear out and typically lasts at least
three years - CORRECT ANSWER durable
_____ refers to raw materials, work-in-process, or finished goods that are
maintained to support production or satisfy customer demand. - CORRECT
ANSWER Inventory
_____ is an example of a nondurable good. - CORRECT ANSWER software
____ sustainability is an organization's commitment to maintain healthy
communities and improve the quality of life. - CORRECT ANSWER Social
A _____ good is one that is no longer useful once it's used, or lasts for less than
three years. - CORRECT ANSWER nondurable
Which of the following statements is true of goods? - CORRECT ANSWER Goods-
producing industries rely on machines and hard technology to perform work.
Ensuring consumer safety in using goods and services is an example of _____
sustainabilit - CORRECT ANSWER Social
_____ is a key activity performed by operations managers that involves deciding
the best way to assign people to work tasks and responsibilities. - CORRECT
ANSWER Job design
, Which of the following statements is true of service facilities? - CORRECT ANSWER
They need to be in close proximity to customers.
Purchasing is a key activity performed by operations managers that involves: -
CORRECT ANSWER coordinating the acquisition of materials, supplies, and
services.
Which of the following statements is true of a value chain? - CORRECT ANSWER
The pre- and post service framework of a value chain emphasizes that service is a
critical component of traditional manufacturing processes.
Service encounter design is a key activity performed by operations managers that
involves: - CORRECT ANSWER determining how to recover from service upsets.
A _____ is a network of facilities and processes that describes the flow of
materials, finished goods, services, information, and financial transactions from
suppliers, through the facilities and processes that create goods and services, and
those that deliver them to the customer. - CORRECT ANSWER value chain
Jason and his friend went to a coffee shop. They ordered two cappuccinos and
received a complimentary chocolate waffle and cookie along with their order. In
the context of a customer benefit package (CBP), the chocolate waffle and the
cookie are _____. - CORRECT ANSWER peripheral goods
North Zone Bank gives all its customers a complimentary credit card along with a
custom-made wallet when they open an account with the bank. The credit card
and the wallet are examples of _____ offered by the bank. - CORRECT ANSWER
peripheral goods
