exam 2

poisson distribution

Customer arrivals at a dry cleaning service occur randomly throughout the day, the distribution that is usually used to model the interval between arrivals is the: a. poisson distribution b. uniform distribution c. random distribution d. normal distribution

average waiting time

Little's Law states that the number of people in a waiting line is the average customer arrival rate multiplied by: a. average time in the system b. average waiting time c. service time minus the waiting time d. average number in the line e. waiting time

a single plot falls above or below the control limits

Quality control charts usually have a central line and upper and lower control limit lines. Which of the following is a reason that the process being monitored with the chart should be investigated? a. a single plot falls above or below the control limits b. behavior is normal c. a large number of plots are on or near the central line d. there is no real trend in any direction e. there is a change in raw materials or operators

prevention costs

Quality planning and administration, quality training, and quality control procedures are examples of _____ ? a. internal failure costs b. external failure costs c. appraisal costs d. prevention costs e. replacement costs

highway

Very few products are moved without at least part of their journey being by which mode of transportation? a. highway b. rail c. water d. pipeline e. air

external failure costs

Warranty service, processing of complaints, and costs of litigation are examples of __________ a. internal failure costs b. external failure costs c. appraisal costs d. prevention costs e. replacement costs

pipeline

What transportation mode has very high initial investment costs but gives a very low cost per mile for products that are highly specialized and require no packaging? a. highway b. rail c. water d. pipeline e. air

self-service approach

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service? a. production-line approach b. personal-attention approach c. quality approach d. do-it-yourself approach e. self-service approach

each element of service system is consistent with the operating focus of the firm.

Which of the following is a characteristic of a well-designed service system? a. provides an unconditional service guarantee b. each element of service system is consistent with the operating focus of the firm. c. the front end of the service encounter is equal to the back end d. it segments the pleasure for the customer e. it lets the customer control the process

the customer controls the process

Which of the following is not an element of a good service guarantee? a. Unconditional (no small print) b the customer controls the process c. easy to understand d. easy to communicate e. meaningful to the customer

average serving time

Which of the following is not generally considered as a measure of system performance in a queuing analysis? a. the average number waiting in line b. the average number in the system c. system utilization d. the cost of servers plus customer waiting cost e. average serving time

external failure costs

Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)? a. appraisal costs b. prevention costs c. external failure costs d. customer return cost e. workmanship costs

appraisal costs

Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable? a. appraisal costs b. prevention costs c. external failure costs d. internal failure costs e. checking costs

internal failure costs

Which of the following is the cost of quality classification for costs such as scrap, rework, or repair? a. appraisal costs b. prevention costs c. external failure costs d internal failure costs e. rework and wastage

average number of customers waiting in line

Which of the following measures of system performance is a key measure? a. average number of customers waiting in line b. average time customers wait in line c. average time customers are in the system d. aver number of customers in the system e. probability that an arrival will have to wait for service

starving

Which of the following production process terms best describes the situation when activities in a stage of production must stop because there is no work? a. blocking b. buffering c. starving d. buffer e. setup time

customer contact

Which of the following refers to the physical presence of the customer in a service system? a. creation of the service b. customer contact c. intermittent production d. continuous production e. none of these

I and III only

Which of the following statements is (are) true? I. in the U.S the value of goods transported via highway is greater than the value of goods transported by all other transportation modes. II. between any two locations, a less-than-truckload shipment probably experiences fewer stops and handling than a direct truck shipment III. Roadrailers are considered a multimodal solution when all of their capabilities are utilized IV. The net result of the renaissance in logistics is that logistics costs are expected to decline.

a significant number of daily schedule changes

Which of the following would you not expect to see in a lean environment? a. a flexible system b. minimum inventory c. little waste d. reduced setup times e. a significant number of daily schedule changes

ISO 9000

One international standard for managing quality across the supply chain is: a. ISO 9000 b. ISO 14000 c. AQL d. LTPD e. TPO

becoming less responsive to the customer

One of the objectives of facility location analysis is to select a site with the lowest total cost. Which of the following are hidden costs that should be included in the analysis? a. becoming less responsive to the customer b. supplier costs c. taxes d. construction costs e. product life cycle costs

multiple channel, single phase

A customer enters a business and has the opportunity to select any one of three lines to receive service. The service is performed by one customer service representative after which the customer leaves the establishment. Which description of this waiting line system is appropriate? a. single channel, single phase b. single channel, multiple phase c. multiple channel, single phase d. multiple channel, multiple phase

single channel, multiple phase

A customer enters a business and joins the one line that snakes back and forth through the lobby in order to receive service. The initial part of the service is performed by one customer service representative, after which the customer enters a second, shorter line to complete the service before leaving the establishment. Which description of this waiting line system is appropriate? a. single channel, single phase b. single channel, multiple phase c. multiple channel, single phase d. multiple channel, multiple phase

define

A flowchart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? a. define b. measure c. analyze d. improve e. control

flows of material or customers

A process flowchart uses symbols to represent which of the following? a. factory location b. warehouse space available c. workforce schedules d. flows of material or customers e. data analysis

third party logistics carrier

A service firm that takes care of all of the logistics requirements for other companies is a: a. common carrier b. contract carrier c. third party logistics carrier d. freight forwarder

decrease average waiting time

A single channel queuing system has an average service time of 16 minutes per customer, which is exponentially disturbed. The manager is thinking of converting to a system with a constant service time of 16 minutes. The arrival rate will remain the same. The effect will be to: a. increase utilization b. decrease utilization c. increase average waiting time d. decrease average waiting time e. not have any effect since the service time is unchanged

it features rapid delivery of a standard product

An advantage of a make-to-stock process is which of the following? a. it features rapid delivery of a standard product b. all units of output are unique c. it responds directly to customer orders d. it allows the firm to avoid inventory costs e. it combines the best features of other processes

increasing the processing rate

An alternative strategy to increase the capacity of a service system is: a. reducing the number of arrivals b. increasing variability c. increasing the processing rate d. reducing the number of servers e. all of the above are viable options

x-bar chart

An automobile windshield manufacturing wants to verify that their process is producing windshields of an appropriate thickness. The best tool to determine this information is a(n): a. process capability ratio b. process capability index c. x-bar chart d. operating characteristics curve

may provide a competitive advantage

An operations strategy reflecting the lean philosophy of production should recognize that lean: a. is most suited for non-repetitive manufacturing b. cannot be implemented sequentially c. requires a wholesale commitment from the outset d. may provide a competitive advantage e. all of the above

customers move through the system more slowly because utilization is increased

As the ratio of arrival rate to service rate is increased, which of the following is likely? a. customers move through the system in less time because utilization is increased b. customers move through the system more slowly because utilization is increased c. utilization is decreased because of the added strain on the system d. the average number in the system decreases e. there really is no change since arrival rates are offset by service rates

determine the cause-and-effect relationship between process variables and output.

Design of experiments is a statistical methodology often used in Six-Sigma projects. It aims to accomplish which of the following? a. keep careful track of the occurrences of each possible defect. b. determine the cause-and-effect relationship between process variables and output. c. report defects to management on a Pareto chart d. carefully change each individual process variable until the cause of a defect is found e. eliminate defects by finding out who or what is causing them

tire pressures in an auto assembly plant

For which of the following should we use an X-bar chart based on sample means to monitor process quality? a. grades in a freshman "pass/fail" course b. tire pressures in an auto assembly plant c. vehicles passing emissions inspection d. computer software errors e. number of units with missing operations

reducing waiting time between process operations

Group Technology (GT) is credited with which of the following benefits? a. reducing waiting time between process operations b. improving inventory discipline c. reducing required workforce skills d. improved labor relations e. improved small group functioning

total costs will be lower for the kanban/lean production operation

Imagine comparing a manufacturing operation using regular lot-sizing and the same operation with a kanban/lean production approach. What would be your expectations of the difference between the total cost (i.e inventory holding costs + setup/ordering costs) of each? a. inventory holding cost will increase nonlinearly with inventory b. total costs will be lower for the regular lot-size operation c. total costs will be lower for the kanban/lean production operation d. the order quantity will be larger for the kanban/lean production approach e. as long as the total quantity is the same, total costs will be the same

design for work flow balance

In designing a lean production facility layout, a designer should do which of the following? a. design for work flow balance b. locate flexible workstations offline c.link operations through a push systems d. balance capacity using job shop analysis e. always keep operations on a single floor of the factory

aesthetic

On the first day of class as a new university you made judgements about the quality of the class before the professor had entered the room. You noted the comfort of the accommodations, the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system. This dimension of quality is: a. aesthetic b. performance c. features d. perceived quality e. serviceability

postponement warehousing

One form of warehousing that features light manufacturing and packaging duties and allows firms to put off final assembly or packaging until the last possible moment is: a. assortment warehousing b. spot stock warehousing c. postponement warehousing d. pac-man warehousing e. hub-and-spoke warehousing

waste

The Kaizen philosophy applies to ________ ? a. employee development b. safety stock c. waste d. Supply chain management

reliability

The __________ dimension of quality asks how long a product can go between failures or the need for maintenance. a. warranty b. lifetime c. serviceability d. reliability e. features

the cost of goods shipped from any source to any destination is a linear function of quantity shipped

The assignment problem (transportation method) is a linear programming technique. Linearity is present in the following way: a. the cost of goods shipped from any source to any destination is a linear function of quantity shipped b. the cost of goods shipped from any source to any destination is a linear function of the cost per unit. c. the total cost associated with a given plan is a linear function of shipping costs d. cell evaluations require linear horizontal movements through the matrix e. cell evaluations are linear

volume of goods to be shipped between existing points

The centroid method for plant location uses which of the following data? a. volume of goods to be shipped between existing points b. inbound transportation costs c. transport times between facilities d. correlation matrix of existing facilities e. probabilities and payoffs

the sum of customer waiting costs and capacity costs

The goal of queuing analysis is to minimize: a. the sum of customer waiting costs and capacity costs b. the sum of customer waiting time and service time c. capacity costs d. customer waiting time e. idle servers

Little's law

The long-term relationship among the inventory, throughput, and flow time of a production system in steady state is called which of the following? a. Peterson's rule b. Murphy's law c. Little's law d. Robert's rule e. none of these

water

The mode of transportation that is highly cost effective for bulky items but has relatively poor delivery reliability and speed is: a. highway b. water c. rail d. air e. pipeline

distinguish between random variation and assignable variation in the process

The purpose of control charts is to: a. estimate the proportion of output that is acceptable b. weed out defective items c. determine if the output is within tolerances/specifications d. distinguish between random variation and assignable variation in the process e. provide meaningful work for quality inspectors

all the above

The purpose of the Malcolm Baldric National Quality Award is to _________ ? a. stimulate efforts to improve quality b. recognize quality acheivements of U.S companies c. publicize successful quality programs d. all the above e. distribute the grant money available for improved quality

cause-and-effect diagrams

The quality control improvement tool that resembles a "fishbone" is ___________ ? a. brainstorming b. check sheets c. Pareto analysis d. cause-and-effect diagrams e. fail-safe methods

variability

The range chart (R-chart) is most likely to detect a change in: a. proportion b. mean c. number defective d. variability e. sample size

task

There are many applications of poke-yokes in service organizations. Which of the following is one of the three T's used to classify poka-yokes? a. task b. time c. teamwork d. trust e. talent

services cannot be inventoried

Which of the following is a characteristic that can be used to guide the design of service systems? a. services cannot be inventoried b. services are all similar c. quality work means quality service d. services businesses are inherently entrepreneurial e. even service businesses have internal services

frozen windows

Which of the following is a lean production technique that is not reported in the textbook to have been successfully applied in service firms? a. organization of prolem-solving groups b. upgraded housekeeping c. upgraded quality d. frozen windows e. eliminatin of unneccessary activites

the service package is the major output of the development process

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development? a. The service process and service product can be developed independently b. the service package has the same legal protection available to manufactured goods. c. the service package is the major output of the development process d. manufacturing is far more capital intensive than services e. capacity decisions are much more critical in manufacturing operations.

centroid method

Which of the following is a plant location methodology good for locating a single facility within a set of existing facilities based in distances and volumes of goods shipped? a. factor-rating systems b. centroid method c. decision trees d. linear programming e. regression analysis

Kanband production control system

Which of the following is an element that addresses elimination of waste under lean prodction? a. production ahead of demand b. group plant loading technology c. Kanband production control system d. minimized run times e. full capacity utilization

vendors are co-workers, essentially other departments of our organization

Which of the following is characteristic of the lean philosphy? a. inventories are an asset b. lot sizes are optimized by formula c. vendors are co-workers, essentially other departments of our organization d. queues are a necessary investment e. all of the above

puts customers in charge

Which of the following is not a characteristic of a well-designed service system? a. robust b. cost-effective c. puts customers in charge d. user-friendly e. effectively links "front-office" with "back office"

actual supply and demand must be equal

Which of the following is not an assumption of the assignment problem (transportation model)? a. actual supply and demand must be equal b. shipping costs per unit are constant per unit c. items to be shipped are homogenous d. there is only one transportation route between each source and destination e. there is only one transportation mode between each source and destination

variability in arrival and service rates

Why is there waiting in infinite source queuing system? a. poor scheduling of events b. slow service c. low utilization d. variability in arrival and service rates e. multiple phase processing

long term relationships

With regard to suppliers, lean systems typically involve: a. delivery of large lots on short notice b. the highest quality at the lowest price c. long term relationships d. multiple suppliers to assure continuous availability e. dedicated staging areas for material

size of potential calling population

A basic difference between infinite source and finite source queuing models is: a. the number of servers b. the average waiting time c. the arrival of distribution d. size of potential calling population e. processing rate

number of defects per unit

A c-chart is used for: a. means b. ranges c. percent defective d. fraction defective per unit e. number of defects per unit

p-chart

A control chart used to monitor the fraction of defectives generated by a process is the: a. p-chart b. R-chart c. x-bar chart d. c-chart e. Gantt chart

inventory / throughput rate

According to Little's Law, which of the following ratios is used to find flow time? a. cycle time/ process time b. throughput time / process velocity c. process velocity / throughput time d. inventory / throughput rate e. value-added time / process velocity

throughput rate x flow time

According to Little's law, which of the following can be used to estimate inventory? a. process time / cycle time b. throughput rate x flow time c. process velocity / flow time d. set up time / throughput time e. value-added time / process velocity

defective electrical switches

For which of the following should we use a p-chart to monitor process quality? a. defective electrical switches b. errors in the length of a pencil c. weight errors in cans of soup d. temperature of entrees in a restaurant e. letter grades on a final examination

grades in a freshman "pass/fail" course

For which of the following should we use a p-chart to monitor process quality? a. the dimensions of brick entering a kiln b. lengths of boards cut in a mill c. the weight of fluid in a container d. grades in a freshman "pass/fail" course e. temperature in a classroom

low production efficiency

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? a. low sales opportunity b. low production efficiency c. high production efficiency d. low degree of customer/server contact e. none of these

overproduction

Inflexible of unreliable processes that cause organizations to produce goods before they are required are called: a. excess motion b. inappropriate processes c. overproduction d. defects

self-service approach

Which of the following is one of the three contrasting approaches to delivering on-site service? a. airline approach b. self-service approach c. fast-food approach d. do-it-yourself approach e. internet approach

production line approach

Which of the following is one of the three contrasting approaches to delivering on-site service? a. quality approach b. stock market approach c. production line approach d. retail approach e. professional approach

service operations can be protected by patents; manufacturing operations cannot

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development? a. the process and product must be developed at the same time b. many service organizations can change their service offerings virtually overnight c. many parts of the service package are often defined by the training that individuals receive before they become part of the service organization d. the service package, rather than a definable good, is the output of the development process e. service operations can be protected by patents; manufacturing operations cannot

the mean has not shifted at all.

You have just used the capability index (Cpk) formulas to compute the two values "min [1,1]." Which of the following is proper interpretation of these numbers? a. the true capability index value is exactly 1. b. the mean of the production process has shifted to the left of the design limits c. the mean of the production process has shifted to the right of the design limits d. the mean has not shifted at all. e. none of these

the mean of production process has shifted to the left of the design limits.

You have just used the capability index (Cpk) formulas to compute the two values "min [2,2.5]," Which of the following is the proper interpretation of these numbers? a. the true capability index value is 2.5 b. the mean of production process has shifted to the left of the design limits. c. the mean of the production process has shifted to the right of the design limits d. the mean has not shifted at all e. the true capability index value is between 2 and 2.5

2.58

You want to determine the control lines for a p-chart for quality control purposes. If the desired confidence level is 99 percent, which of the following values for "z" would you use in computing the UCL and LCL? a. 0.99 b. 2 c. 2.58 d. 3 e. none of these

work is needed at the work center

a kanban card is used to signal that: a. work is needed at the work center b. work is ready to be moved to the next station c. a worker has run out of parts needed for further processing d. a machine has broken down and needs immediate attention

highway

the transportation mode with the highest dollar value of freight in the United States is: a. water b. rail c. highway d. pipeline e. air