Which of the following scenarios illustrates a moment that meets the customers expectations?

Operations Management, Cdn. Ed., 2e (Heizer et al.)

Chapter 5 Sustainability in the Supply Chain and Design of Goods and Services

1) Regal Marine's attempts to keep in touch with customers and respond to the marketplace are

made impossible because consumer tastes change and maritime engineering improves.

Answer: FALSE

Diff: 3

Skill: knowledge

Objective: Goods and services selection

2) A product strategy may focus on differentiation, low cost, or rapid response.

Answer: TRUE

Diff: 2

Skill: knowledge

Objective: LO1 Define product life cycle

3) The objective of the product decision is to develop and implement a product strategy that

meets the demands of the marketplace with a competitive advantage.

Answer: TRUE

Diff: 2

Skill: comprehension

Objective: LO1 Define product life cycle

4) Political/legal change and economic change are both factors influencing market opportunities

for new products.

Answer: TRUE

Diff: 1

Skill: comprehension

Objective: LO1 Define product life cycle

5) The four phases of the product life cycle are incubation, introduction, growth, and decline.

Answer: FALSE

Diff: 3

Skill: knowledge

Objective: LO1 Define product life cycle

6) In the maturity stage of the product life cycle, operations managers will be concerned with

adding capacity or enhancing existing capacity to accommodate the increase in product demand.

Answer: FALSE

Diff: 2

Skill: comprehension

Objective: LO1 Define product life cycle

1

© 2017 Pearson Canada Inc.

Question 88

Multiple Choice

Question 88

Which of the following scenarios illustrates a moment that exceeds the customer's expectations?

A) an express mail service that guarantees overnight delivery
B) a flight attendant that responds shortly after being called
C) a hairdresser that cuts your hair at the right length
D) a professor that contacts people in several companies to find you a job
E) a bank that sends you monthly account statements

Correct Answer:

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