Title: Operations Management in Service Businesses
Course: Demo 1

Q: The primary function of both manufacturers and service providers is to:
- produce products
- upgrade services
- satisfy customer needs
A: satisfy customer needs

Q: An important difference between manufacturers and service providers is ________.
- standardization
- mass production
- intangibility
A: intangibility

Q: Operations managers in manufacturing focus on scheduling the activities needed to produce goods. However, when Operations Managers in service organizations focus on scheduling workers, they do so to ensure enough people are available to handle:
- product assembly
- inventory stocking
- fluctuating customer demand
A: fluctuating customer demand

Q: Manufacturers produce tangible, generally standardized products. On the other hand, service firms:
- provide services that are highly customized based on customer preference
- provide intangible products that are often customized to satisfy specific needs
- produce tangible products designed to meet target customers’ needs
A: provide services that are highly customized based on customer preference; provide intangible products that are often customized to satisfy specific needs

Q: You have an appointment at a car audio shop. You describe the sound you are looking for and the service provider recommends adding an extra bass speaker in your car. This is an example of:
- customization
- customer contact
- standardization
A: customization; customer contact

Q: ________ is just as important in service industries as it is in manufacturing.
- Mass production
- Durability
- Operational efficiency
A: Operational efficiency

Q: When starting or expanding operations, businesses in the service sector must decide:
- what services or goods they should offer
- how they will forecast demand for their services
- where they will locate their business
A: what services or goods they should offer; how they will forecast demand for their services; where they will locate their business

Q: Much like manufactures, a service provider that produces goods can decide to choose a:
- make-to-stock approach to manufacturing their goods
- make-to-order approach to manufacturing their goods
- make-to-disassemble approach to manufacturing their goods
A: make-to-stock approach to manufacturing their goods; make-to-order approach to manufacturing their goods

Q: Service providers can’t store their products for later use like manufacturers. This makes ________ more difficult than for manufacturers.
- forecasting demand
- capacity planning
- historical referencing
A: forecasting demand; capacity planning

Q: Judy is the manager of a large local hotel. Her days consist of staff meetings, hiring and firing, interacting with convention visitors, food providers, cleaning staff, desk staff, bell boys, customers who are dissatisfied, and customers who are satisfied. She routinely handles conflicts in scheduling and fills in gaps in service that might arise while going out of her way to make returning customers feel special. This is an example of how the service industry:
- is a set-it and forget-it industry
- is similar to the manufacturing industry
- puts special demands on managers
A: puts special demands on managers