OPSY 5315 RAO Exam 2 Actual Exam Test Bank
OPSY 5315 RAO EXAM 2 ACTUAL EXAM TEST BANK 2025/2026
COMPLETE 200 QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) |ALREADY GRADED A+||BRAND NEW
VERSION!!
Which of the following determinants of service quality means the firm performs
the service right the first time and that the firm honors its promises?
a. competence
b. responsiveness
c. reliability
d. credibility - ANSWER-reliability
Which of the following determinants of service quality means approachability and
ease of contact?
a. tangibles
b. access
c. security
d. courtesy - ANSWER-access
Which of the following statements is NOT true regarding the importance of the
role that an operations manager plays in addressing service quality?
1|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
a. The tangible component of many services is important.
b. The operations manager should realize that the customer' expectations are the
standard against which the service is judged.
c. The manager may be able to influence the quality of the service but has little
control over the customers' expectation.
d. Managers must expect exceptions. - ANSWER-The manager may be able to
influence the quality of the service but has little control over the customers'
expectation.
What is training and empowering frontline employees to solve a problem
immediately?
a. employee empowerment
b. courtesy
c. service recovery
d. quality circle - ANSWER-service recovery
Quality is defined as:
a. the degree of excellence at an acceptable price and the control of variability at
an acceptable cost.
b. how well a product fits patterns of consumer preferences
c. the totality of features and characteristics of a product or service that bears on
its ability to satisfy stated or implied needs.
2|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
d. being impossible to define, but you know what it is. - ANSWER-the totality of
features and characteristics of a product or service that bears on its ability to
satisfy stated or implied needs.
ISO 9000 is an international standard that addresses _____________ - ANSWER-
quality management systems
If 1 Million passengers pass through the Jacksonville Airport with checked baggage
each year, a successful Six Sigma program for baggage handling woud result in
how many passangers with misplaced luggage?
a. 3.4
b. 6.0
c. 34
d. 2,700
e. 6 times the monthly standard deviation of passangers - ANSWER-3.4
The process of identifying other organizations that are best at some facet of your
operations and then modeling your organization after them is known as:
a. continuous improvement
b. employee empowerment
c. benchmarking
d. copycatting
e. patent infringement - ANSWER-benchmarking
3|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
The Taguchi method includes all except which of the following major concepts?
a. employee involvement
b. Remove the effects of adverse conditions
c. Quality loss function
d. Target specifications - ANSWER-employee involvement
The seven tools of total quality management are: - ANSWER-check sheets
scatter diagrams
cause-and-effect diagrams
Pareto Charts
flowcharts
histograms
SPC charts
Which of the four major categories of quality costs is particularly hard to quantify?
a. External failure costs
b. Prevention costs
c. Internal failure costs - ANSWER-External failure costs
4|Page
OPSY 5315 RAO EXAM 2 ACTUAL EXAM TEST BANK 2025/2026
COMPLETE 200 QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) |ALREADY GRADED A+||BRAND NEW
VERSION!!
Which of the following determinants of service quality means the firm performs
the service right the first time and that the firm honors its promises?
a. competence
b. responsiveness
c. reliability
d. credibility - ANSWER-reliability
Which of the following determinants of service quality means approachability and
ease of contact?
a. tangibles
b. access
c. security
d. courtesy - ANSWER-access
Which of the following statements is NOT true regarding the importance of the
role that an operations manager plays in addressing service quality?
1|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
a. The tangible component of many services is important.
b. The operations manager should realize that the customer' expectations are the
standard against which the service is judged.
c. The manager may be able to influence the quality of the service but has little
control over the customers' expectation.
d. Managers must expect exceptions. - ANSWER-The manager may be able to
influence the quality of the service but has little control over the customers'
expectation.
What is training and empowering frontline employees to solve a problem
immediately?
a. employee empowerment
b. courtesy
c. service recovery
d. quality circle - ANSWER-service recovery
Quality is defined as:
a. the degree of excellence at an acceptable price and the control of variability at
an acceptable cost.
b. how well a product fits patterns of consumer preferences
c. the totality of features and characteristics of a product or service that bears on
its ability to satisfy stated or implied needs.
2|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
d. being impossible to define, but you know what it is. - ANSWER-the totality of
features and characteristics of a product or service that bears on its ability to
satisfy stated or implied needs.
ISO 9000 is an international standard that addresses _____________ - ANSWER-
quality management systems
If 1 Million passengers pass through the Jacksonville Airport with checked baggage
each year, a successful Six Sigma program for baggage handling woud result in
how many passangers with misplaced luggage?
a. 3.4
b. 6.0
c. 34
d. 2,700
e. 6 times the monthly standard deviation of passangers - ANSWER-3.4
The process of identifying other organizations that are best at some facet of your
operations and then modeling your organization after them is known as:
a. continuous improvement
b. employee empowerment
c. benchmarking
d. copycatting
e. patent infringement - ANSWER-benchmarking
3|Page
, OPSY 5315 RAO Exam 2 Actual Exam Test Bank
The Taguchi method includes all except which of the following major concepts?
a. employee involvement
b. Remove the effects of adverse conditions
c. Quality loss function
d. Target specifications - ANSWER-employee involvement
The seven tools of total quality management are: - ANSWER-check sheets
scatter diagrams
cause-and-effect diagrams
Pareto Charts
flowcharts
histograms
SPC charts
Which of the four major categories of quality costs is particularly hard to quantify?
a. External failure costs
b. Prevention costs
c. Internal failure costs - ANSWER-External failure costs
4|Page
