1. Lovelock and Young proposed that the service process can be enhanced by:
a) having customers take a greater role in the production of the service
b) a personal attention approach
c) separating high-contact from low-contact operations
d) substituting technology for people

2. Operations consulting deals with assisting clients in developing operations strategies and improving production processes
True or False

3. Which of the following assumptions is not made when doing critical path analysis?
a) Interruptions may be permitted if they are documented
b) the jobs or tasks do not necessarily have to be in a predetermined sequence
c) the jobs or tasks are dependent on each other
d) none of the above

4. Genichi Taguchi believes that by fiddling with the production process, the product will fall within control chart limits and that's good enough to satisfy the QLF (Quality loss Function)
True or False

5. The simplest of all arrival-control devices is the posting of business hours.
True or False

6. Which of the following is true concerning SPC?
a) building quality into a product by controlling the production process is an advantage of SPC
b) the Japanese invented SPC, the U.S. created statistical sampling
c) with statistical sampling, you can inspect quality into a product
d) none of the above