MQM 227 – Operations Management | 50 True/False Exam Questions on Services, Quality, Projects, SPC | Illinois State University

MQM 227 T/F Exam Questions and
Answers 100% Correct

The customer is a part of the service delivery process and may introduce

inefficiencies into the service delivery system. - 🧠 ANSWER ✔✔True


Implicit service is also known as tangible service. - 🧠 ANSWER ✔✔False


Service guarantees are only for consumers outside the firm, and do not

apply to internal customer relationships within a firm. - 🧠 ANSWER

✔✔False


High-contact services are more likely to be front office operations and low-

contact services are more likely to be back office operations. - 🧠 ANSWER

✔✔True

, A small improvement in customer loyalty can substantially improve the

profitability of a service firm. - 🧠 ANSWER ✔✔True


Co-routed services offer a larger amount of choices to customers than do

customer-routed services. - 🧠 ANSWER ✔✔False


According to the service profit chain, employees are more likely to be

satisfied when management works to improve internal service quality. - 🧠

ANSWER ✔✔True


The major difference between the service delivery system matrix and the

product-process matrix is that service process design generally does not

vary with customer volume - 🧠 ANSWER ✔✔True


A forward pass is required while computing the early start and early finish

times of activities. - 🧠 ANSWER ✔✔True


Critical path method (CPM) network scheduling assumes a second order

(non-linear) time-cost tradeoff exists. - 🧠 ANSWER ✔✔False


The early start and late start times are equal for an activity on the critical

path of a network. - 🧠 ANSWER ✔✔True