命题(A)的标准答案.doc

第 PAGE 7页 共 4 页 2012-2013-2学期 第 PAGE 5 页 共 NUMPAGES 7 页 西南财经大学天府学院试卷(A卷) 考试科目：运营管理Ⅱ（双语） 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.严禁可以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. Single Choice (20 points) 1. Accounting belongs to ( B ) A. Distributive service B. Producer service C. Social service D. Personal service 2. Services have four characteristics. ( C ) is related to the potential of variability in the performance of services. A. Intangibility B. Simultaneity C. Heterogeneity D. Perishability 3. In Maister’s framework: ( C ) combines the low degree of customer interaction with a high degree of customization. A. Nurse B. Pharmacist C. Brain Surgeon D. Psychotherapist 4. Whenever a do-it-yourself customer forgets to buy or runs out of some item, his or her major concern is to be able to resume work as quickly as possible. What is the buying situation? ( D ) A. Looking for ideas B. Facing a difficult job C. Requiring large quantities D. Making urgent purchases 5. ( A ) is a process characterized by a high degree of job customization, the large scope of each project, and the release of substantial resources once a project is completed. A. Project process B. Job shop process C. Batch process D. Line process 6. Service blueprinting is an analytical tool for process design and mapping. On the chart, front- and back-office activities are separated in this approach by ( A ), indicating where the customer intervenes in the service delivery process. A. A line of visibility B. Potential fail points C. Decision points D. Standard execution times 7. One method of detecting whether or not a process is out of control, commonly used in manufacturing, is Statistical Process Control(SPC). Which point is out of control based on the following f