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命题(B)的标准答案命题(B)的标准答案
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
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