运营管理2考点提型
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判断题：
1 service cannot be touched, tasted, smelt or seen. P12
2 Job processes generally have higher volumes than batch processes. P261
3 Service blueprinting is used for service monitoring. P263和SPC比较P268
4 QFD translates customer needs and preferences into operational goals for the firm. P264
5 A project process lines at low-customization, high-volume end of the process-choice continuum,
is characterized by the release of resources once a project is completed. Wrong
6 Capacity can be expressed by output or input measures. True
7 Facility location is the …determining a geographic site for a firm’s operations. True
8 One objective of an aggregate plan it to minimize changes in production rate. True
9 Applying the JIT philosophy lead to unnecessary inventories. Wrong
10 Service should be any activity or benefit
that one party can offer to another that is essentially
intangible and does not result in the ownership of anything. True
11 Unexplained waits are more tolerable than explained waits. Wrong
12 In service , an important additional element must be introduced facilities management is the
customer.P320
选择：
1 The responsibility of operations: Transform inputs into new products and services.
2 In Maister’s framework :(Psychotherapist) combines the high degree of customer interaction
with high degree of customization. P20
3 Car assembly is the process type of () P261
4 Management consultancy belongs to the () P262
5 An tool for process design and mapping is ()P263
6 P264-265 a line of visibility 概念理解
7 STA P269 它的概念 简单记就是：在题目中看到 mystery shoppers 神秘顾客,然就就选STA
8 6R P271 记住6个R组成 考试为以下哪个不属于6R中的R。在给出的选项中选Record
9 how to capacity to make available is (); or how to utilize the existing capacity is () P282
10 In a supermarket, the demand for sugar is not directly depend on the demand for any other item,
this demand item is () P293
11 P329 计算
12 which is not ambient conditions ? noise , lighting , color, personal artefacts P334
13 the effect the environment has on the customers’ understanding, beliefs and conviction is ()
P335
14
In the Input-Transformation-output Relationship, a typical “input” for a Department Store is
which of the following? Display, stocks of goods, book, shopper
14 Manufacturing is not services
15 service is belong to the tertiary sector.P4
简答题：
1 what are difference between services and goods? P11
2 list and briefly define five basic process types? P261 注意已讲答题技巧
3 Please list the 6Rs and explain it in the process re-regineering phase. P271 注意已讲答题技巧 4 how to manage dependent demand and items? What are the key elements of MRP? P294注意已讲答题技巧
5 how to understand the yield management? What are the circumstances that yield management
can be appied? P304-305 必考
6 what are the characteristics of service? P12
7 what are the distinction between back-office and front-office?P320-321 重要
8 how to understand the elements of the servicescape? And try to explain these elements. 注意已讲答题技巧
计算题：
P314
P332 P290 P304 注意已讲答题格式 做题方法 只改了数据 一定要背到最后一道题答案 116
Problem1: Dee Trader opens a brokerage account, and purchases 300 shares of
Internet Dreams at $40 per share. She borrows $4,000 from her
broker to help pay for the purchase. The interest rate on the loan is
8%. 20 points
a. What is the margin in Dee’s account when she first purchases the stock?
b. If the price falls to $30 per share by the end of the year, what is the remaining margin in
her account? If the maintenance margin requirement is 30%, will she receive a margin call?
c. What is the rate of return on her investment?:
Problem2: Old Economy Traders opened an account to short sell 1,000 shares of Internet
Dreams from the problem 1.// at $40 per share// The initial margin requirement was 50%.
(The margin account pays no interest.) A year later, the price of Internet Dreams has risen from
$40 to $50, and the stock has paid a dividend of $2 per share. 15 points
a. What is the remaining margin in the account?
b. If the maintenance margin requirement is 30%, will Old Economy receive a margin call?
c. What is the rate of return on the investment?
