命题(B)标准答案.docVIP

西南财经大学天府学院试卷(B卷) 考试科目：运营管理Ⅱ 年级　　 层次 　教学班 姓名： 学号： 记 分 表 试题号 一 二 三 四 五 六 总分 考分 阅卷人 注意：1.本次考试为闭卷考试，考试时间120分钟。 　2.严禁使用文具之外的任何工具。 　3.请将答案依次写在专用答题纸上。 4.全卷共四部分，满分为100分。 PartⅠ. True (T) or False (F) Questions (10 points) 1. Social services include dry cleaning, tourism, domestic services. ( F ) 2. The “brain surgeon” situation is characterized by a high degree of customization and a low level of customer interaction. ( T ) 3. Job processes generally have more verities than batch processes. ( T ) 4. When defining the service concept, it is not necessary to keep consistency between the front- and back-office elements of the service system. ( F ) 5. Yield management is the process of allocating the right type of capacity to the right type of customer at the right price so as to maximize revenue or yield. ( T ) 6. QFD can translate customer needs and preferences into operational goals for the firm. ( T ) 7. Capacity can be defined as the ability to hold, receive, store, or accommodate. ( T ) 8. Unoccupied time feels shorter than occupied time. ( F ) 9. Applying the JIT philosophy lead to unnecessary inventories. (F ) 10. The physical setting influences the customer’s ‘ultimate satisfaction’ with the service. ( T ) Part Ⅱ. Single Choice (20 points) 1. Which decision is answer to the question ‘How to use capacity’? ( B ) A. Capacity planning; B. Capacity scheduling; C. Demand management; D. Waiting management 2．Economists like to divide our industries into three or sometimes even four broad sectors. Which is a synonym for the service sector? ( C) A. The primary sector; B. T