11BUS - Operational Processes & Systems

The business function responsible for overseeing the process of creating goods or services:

• Human resources

• Finance

• Operations

• Marketing

Manufacturing is more important than Service industries to the Australian economy:

• True

• False

Strong operations management is key to achieving objectives across all business functions:

• True

• False

In the production process, tangible things such as raw materials (eg water, timber, minerals, electricity) and human resources in the form of labour are examples of:

In the production process the goods, services or ideas are known as:

The processes including transportation, that transform or convert the inputs into value-added outputs is known as:

Characteristics of goods (as opposed to services) include (tick all that apply):

• Tangible or physical

• Capital intensive production processes

• Cannot be stored

• Customer is rarely, if ever, an input

Characteristics of services (as opposed to goods) include (tick all that apply):

• Tangible or physical

• Cannot be stored or placed in inventory

• Customer is often a key input

• Labour intensive production processes

Quality customer service is: (tick all that apply)

• how well a business meets and exceeds the expectations of customers

• an essential output of a service-based business

• key to developing a long-term relationship

• about competing with larger businesses based on price

Service recovery is critical for turning a negative situation into a positive one.

• True

• False