4. Business Operations: GCSE Business OCR

Business operations is the department in a business that is responsible for:

• Marketing

• Finance

• Production of goods/provision of services

• Human resources

Which of the following products is likely to be made using job production?

• Heinz baked beans

• Cadburys Dairy Milk

• Land Rover car

• Made to measure wedding dress

Which of the following is a feature of flow production?

• Products are produced continually on a production line

• Products are one-off meeting customer needs exactly

• Products are made in small identical groups

• Cost of producing one unit is high

A business that becomes more streamlined as a result of effective supply chain management is said to be running more:

• Bureaucratically

• Expensively

• Efficiently

• Autocratically

Which of the following is a benefit to a business of minimising waste in its supply chain?

• Lower unit costs

• Higher labour turnover

• Higher revenue

• Purchasing economies of scale can be achieved

Which of the following is a direct benefit of having an efficient logistics department?

• Products arrive exactly when needed

• Labour productivity will reduce

• Efficiency will be minimised

• Staff motivation will increase

An advantage to a business of asking customers to complete on line surveys regarding customer services is that:

• An unbalanced view of quality standards may be gained

• Low response rate

• Cost effective to set up

• Incentive to complete the surveys may need to be offered

The process of meeting customer needs successfully before, during and after a sale is called:

• Procurement

• Kaizen

• Customer service

• The sales process

An employee greeting a customer and offering help when required are specific examples of:

• The sales process

• Post sales service

• Customer engagement

• Product knowledge

Which of the following is a danger to a business of offering poor customer service?

• Increased flexibility with pricing

• Increased revenue

• Negative word of mouth

• Satisfied customers