ISQS Test 2
A job shop is an example of a(n): continuous process. specialized process. intermittent process. line process. repetitive process.
intermittent process.
A job shop is an example of a(n): continuous process. intermittent process.
intermittent process.
What type of process is used for making each of the following products ? Beer: wedding invitations: automobiles: paper: Big Macs: custom homes: motorcycles:
Beer: product focused wedding invitations: process focused automobiles: repetitive process paper: product focused Big Macs: repetitive process custom homes: process and product focused motorcycles: repetitive focus
In which stage of the product life cycle should product strategy focus on process modifications as the product is being "fine-tuned" for the market? decline introduction incubation maturity growth
introduction
A product's life cycle is divided into four stages, which are: introduction, growth, stability, and decline. introduction, growth, maturity, and decline.
introduction, growth, maturity, and decline.
A restaurant kitchen contains a wall poster that shows, for each sandwich on the menu, a sketch of the ingredients and how they are arranged to make the sandwich. This is an example of a(n): assembly drawing. work order. route sheet. assembly chart. bill of material.
assembly chart.
Control charts for variables are based on data that come from?
averages from small samples
3-D printing has proven to be particularly advantageous for: prototype development and custom products. modular design. quality function deployment. robust design. computer-aided design.
prototype development and custom products.
3-D printing has proven to be particularly advantageous for: quality function deployment. prototype development and custom products.
prototype development and custom products.
List the techniques used by service organizations to select locations.
purchasing power of the customer-drawing area, service, and image compatibility with demographics of the customer-drawing area, competition in the area, quality of the competition, uniqueness of the firms and competitors' locations, physical qualities of facilities and neighboring businesses, operation policies of the firm, quality of management
In location planning, environmental regulations, cost and availability of utilities, and taxes are: global factors. country factors. regional/community factors. site-related factors. None of these.
regional/community factors.
An assembly line is an example of a: specialized process. repetitive process
repetitive process
A process sheet is a type of: route sheet. assembly chart.
route sheet.
A process sheet is a type of: work order. route sheet. assembly chart. assembly drawing. bill of material.
route sheet.
If a bad lot is accepted what type of error occurs?
type 2 error
What are the advantages and disadvantages of a qualitative approach to location decision making ?
- Advantages: Looks at other factors than just price - Disadvantages: you can be biased towards a certain location
What is the advantages and disadvantages of 3D printing ?
- advantages: flexibility and costs - disadvantages: high energy, expensive technology, limited materials slow, and dangerous plastic
A Six Sigma program has how many defects per million? 2700 34 1000 6 times the standard deviation 3.4
3.4
A Six Sigma program has how many defects per million? 3.4 34
3.4
What information is contained in an engineering drawing ?
A drawing that shows the dimensions, tolerances, materials, and finishes of a component
What information is contained in a bill of material ?
A list of the hierarchy of components, their description, and the quantity of each required to make one unit of a product
What is a process chain ?
A sequence of steps that accomplishes an activity
Additive manufacturing can use which of the following materials? plastics ceramics living cells chocolate All of these
All of these
Operations managers must be able to anticipate changes in which of the following? product mix product opportunities the products themselves product volume All of these
All of these
Quality function deployment (QFD): determines what will satisfy the customer. translates customer desires into the target design. is used early in the design process. is used to determine where to deploy quality efforts. All of these
All of these
FedEx chose Memphis, Tennessee, as its U.S. hub because: the city is in the center of the United States, geographically. the airport has relatively few hours of bad weather closures. it needed a means to reach cities to which it did not have direct flights. the firm believed that a hub system was superior to traditional city-to-city flight scheduling. All the above
All the above
What is process strategy ?
An organization's approach to transforming resources into goods and services
What are seven tools of TQM?
Check Sheet, Scatter Diagram, Cause-and-effect diagram, pareto chart, flowchart (process diagram), histogram, and statistical process control chart
What is time-based competition ?
Competition based on time; rapidly developing products and moving them to market
Why are documents for service useful?
The documents are moving the product to production
What techniques do we use to define a product ?
Functions, how the functions are to be achieved, rigorous specifications of a product, drawing, bill of material
Why do so many U.S. firms build facilities in other countries ?
In other countries they can pay less for labor allowing them to cut costs there.
Explain how improving quality can lead to reduced costs.
Increased Productivity, lower rework and scrap costs, lower warranty costs
Why is it necessary to document explicitly ?
It provides the information necessary to produce the product in the appropriate fashion
Provide four types of documents for service.
Job instructions, telephone script, storyboards, manuscript
At which stage of the product life cycle is product strategy likely to focus on improved cost control? Growth Maturity
Maturity
Bridget's Hamburger Stand uses only 7 ingredients but offers 15 different burgers. This process is known as: Robust design. CAD. Value analysis. Modular design. QFD.
Modular design.
source inspection
Monitoring a specific point of production at the source of the point
"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of: Joseph M. Juran. Philip B. Crosby.
Philip B. Crosby.
Explain what is meant by robust design ?
The product is designed so that small variations in production or assembly do not adversely affect the product
What roles do operations managers play in addressing the major aspects of service quality?
They control the tangible component of many services and how important it is, they also control the aspect of service and service quality is a process
Why do so many foreign companies build facilities in the U.S. ?
They want to be closer to their markets in the U.S. which reduces transportation costs.
Currency risk is based on what assumption? Values of foreign currencies continually rise and fall in most countries. Firms that do not continuously innovate will lose market share. The value of one dollar today is greater than the value of one dollar to be received one year from now. The U.S. stock market fluctuates daily. Changing product lines by reacting to every current trend may alienate the customer base.
Values of foreign currencies continually rise and fall in most countries.
"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: Joseph M. Juran. Philip B. Crosby. Vilfredo Pareto. W. Edwards Deming. Armand Feigenbaum.
W. Edwards Deming.
"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: W. Edwards Deming. Joseph M. Juran.
W. Edwards Deming.
Explain what is meat in service by the "moment of truth" ?
When the relationship between the provider and the customer is crucial
A document for production that gives the instruction to make a given quantity of a particular item, usually to a given schedule, is a(n) Work order route sheet
Work order
A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using: a Pareto chart. a quality loss function. a cause-and-effect diagram. a flowchart. a scatter diagram.
a Pareto chart.
A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called: a flexible manufacturing system. a manufacturing cell.
a flexible manufacturing system.
What is a numerically controlled machine ?
a machine that controls a set of instructions called a program
What is CMI ?
a manufacturing system in which CAD, FMS, inventory control, warehousing and shipping are integrated
Making it right the first time" is: the definition of quality proposed by the American Society for Quality an unrealistic definition of quality. a product-based definition of quality. a user-based definition of quality. a manufacturing-based definition of quality.
a manufacturing-based definition of quality.
What is service blueprinting ?
a process analysis technique that lends itself to a focus on the customer and the provider's interaction with the customer
Among the following choices, an operations manager might best evaluate political risk of a country by looking at which type of country ranking? based on cost of doing business based on competitiveness based on average duration between presidential/prime minister elections based on magnitude of government social programs based on corruption
based on corruption
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ____ tool of TQM. cause-and-effect diagram process control chart
cause-and-effect diagram
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM. process control chart quality loss function scatter diagram histogram cause-and-effect diagram
cause-and-effect diagram
A fishbone chart is also known as a: cause-and-effect diagram. Kanban diagram.
cause-and-effect diagram.
A regional bookstore chain wants to build a distribution center that is centrally located for its eight retail outlets. It will most likely employ which of the following tools of analysis? locational cost-volume analysis center-of-gravity method linear programming load-distance analysis assembly line balancing
center-of-gravity method
Geographic information systems can assist the location decision by: combining geography with demographic analysis. providing good Internet placement for virtual storefronts.
combining geography with demographic analysis.
Geographic information systems can assist the location decision by: computerizing factor-rating analysis. updating transportation method solutions. automating center-of-gravity problems. combining geography with demographic analysis. providing good Internet placement for virtual storefronts.
combining geography with demographic analysis.
A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? competence, courtesy, and security communication, courtesy, and credibility understanding/knowing customer, responsiveness, and reliability competence, responsiveness, and reliability communication, responsiveness, and reliability
communication, courtesy, and credibility
Computer-integrated manufacturing (CIM) includes manufacturing systems that have: computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated. transaction processing, management information systems, and decision support systems integrated.
computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated.
Computer-integrated manufacturing (CIM) includes manufacturing systems that have: transaction processing, management information systems, and decision support systems integrated. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated. automated guided vehicles, robots, and process control integrated. all of their computers integrated with the marketing department. robots, automated guided vehicles, and transfer equipment integrated.
computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated.
3-D printing is an extension of: quality function deployment. robust design. concurrent engineering. modular design. computer-aided design.
computer-aided design.
What factors affect region/community location decisions ?
corporate desires, attractiveness of region, labor availability, cost and availability of utilities, environmental regulations of state and town, government incentives and fiscal policies, proximity to raw materials and customers, land/construction costs
A location decision for an appliance manufacturer would tend to have what type of focus? cost focus revenue focus
cost focus
A location decision for an appliance manufacturer would tend to have what type of focus? focus on finding very highly skilled technicians environmental focus cost focus revenue focus education focus
cost focus
In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except: removing some services. automation. tight quality control. customization. standardization.
customization.
Payoffs, alternatives, and expected monetary values are terms associated with: quality function deployment. make-or-buy analysis. decision trees. product life-cycle management. virtual reality.
decision trees.
What is additive manufacturing ?
design, creation, assembly-all in one place
An engineering drawing shows the: cost, dimensions, and machining operations for a component. cost, materials, tolerances, and lead-time for a component. dimensions, tolerances, cost, and sales or use volume of a component. dimensions, tolerances, materials, and finishes of a component. materials, finishes, machining operations, and dimensions of a component.
dimensions, tolerances, materials, and finishes of a component.
Group technology requires that: the final products be standardized. a specific series of engineering drawings be prepared. all bills of material be prepared using the same format. each component be identified by a coding scheme that specifies size, shape, and the type of processing. engineering change notices be linked to each of the bills of material and engineering notices.
each component be identified by a coding scheme that specifies size, shape, and the type of processing.
Building high-morale organizations and building communication networks that include employees are both elements of: the tools of TQM. Taguchi methods. ISO 9000 certification. Six Sigma certification. employee empowerment.
employee empowerment.
Why shouldn't low wage rate alone be sufficient to select a location
employees with poor training, poor education, or poor work habits may not be a good buy even at low wages
Evaluating location alternatives by comparing their composite (weighted-average) scores involves which of the following? factor-rating analysis transportation model analysis
factor-rating analysis
Community attitudes, zoning restrictions, and quality of labor force are likely to be considered in which of the following location decision methods? factor-rating method transportation method locational cost-volume analysis center-of-gravity method simulation
factor-rating method
"Operators simply load new programs, as necessary, to produce different products" describes: vision systems. process control. automated guided vehicles. flexible manufacturing systems. CAD.
flexible manufacturing systems.
Operators simply load new programs, as necessary, to produce different products" describes flexible manufacturing systems. automated guided vehicles.
flexible manufacturing systems.
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a flowchart. check sheet.
flowchart.
Advances in technology: have failed to change the level of customer interaction with an organization. have dramatically changed health care, but have not changed retailing. have had a dramatic impact on customer interaction with services and with products. have had only a limited impact on services. have impacted the manufacturing sector only.
have had a dramatic impact on customer interaction with services and with products.
A product-focused process is commonly used to produce: low-volume, high-variety products. high-volume, low-variety products.
high-volume, low-variety products.
Globalization of the location decision is the result of all EXCEPT which of the following? high differences in labor costs higher quality of labor overseas
higher quality of labor overseas
Globalization of the location decision is the result of all EXCEPT which of the following? higher quality of labor overseas ease of capital flow between countries high differences in labor costs market economics more rapid, reliable travel and shipping
higher quality of labor overseas
An operating characteristic curve can describe what?
how well an acceptance plan discriminates between good and bad lots
A product's life cycle is divided into four stages, which are: introduction, maturity, saturation, and decline. introduction, growth, stability, and decline. introduction, growth, maturity, and decline. incubation, growth, maturity, and decline. introduction, growth, saturation, and maturity.
introduction, growth, maturity, and decline.
All of the following costs are likely to decrease as a result of better quality EXCEPT: customer dissatisfaction costs. warranty and service costs. inspection costs. maintenance costs. scrap costs.
maintenance costs.
Reducing the complexity of a product and improving a product's maintainability are activities of: product-by-value analysis. product lifecycle management (PLM). design for destruction (DFD). manufacturability and value engineering. organizing for product development.
manufacturability and value engineering.
Align Technology uses a ____ approach to produce clear plastic removable aligners. mass customization process focus
mass customization
A good description of source inspection is inspecting: materials upon delivery by the supplier. one's own work.
materials upon delivery by the supplier.
At which stage of the product life cycle is product strategy likely to focus on improved cost control? introduction growth inflation maturity saturation
maturity
What is an acceptance sampling used for?
measuring random samples of lots or batches of products against predetermined standards
Industrial location analysis typically attempts to: maximize sales. minimize costs.
minimize costs.
A good description of source inspection is inspecting: one's own work. the goods at the production facility before they reach the customer. materials upon delivery by the supplier. the design specifications. goods at the supplier's plant.
one's own work.
A checklist is a type of: Pareto chart poka-yoke. kaizen. kanban. flowchart
poka-yoke.
A checklist is a type of: poka-yoke. kanban.
poka-yoke.
Governmental attitudes toward issues such as private property, intellectual property, zoning, pollution, and employment stability may change over time. What is the term associated with this phenomenon? judicial risk political risk legislative risk democratic risk bureaucratic risk
political risk
High fixed costs and low variable costs are typical of which approach? product process mass customization repetitive product and mass customization
product and mass customization
High fixed costs and low variable costs are typical of which approach? product and mass customization mass customization
product and mass customization
Boeing's 737 airplane and Hewlett-Packard's printer business are examples of using enhancements and migrations of existing products to build on a ________. product foundation product template product dais product pulpit product platform
product platform
Frito-Lay is to ____ focus as Harley Davidson is to ____ focus product, repetitive product, mass customization
product, repetitive
Frito-Lay is to ________ focus as Harley Davidson is to ________ focus. repetitive, product process, repetitive product, repetitive process, product product, mass customization
product, repetitive
What are the techniques for improving service productivity ?
separation, self-service, postponement, focus, automation, scheduling, and training
A route sheet provides a(n): exploded view of the product. instruction to make a given quantity of a particular item. sequence of operations necessary to produce the component. set of detailed instructions about how to perform a task. schematic showing how the product is assembled.
sequence of operations necessary to produce the component.
A route sheet provides a(n): sequence of operations necessary to produce the component. instruction to make a given quantity of a particular item.
sequence of operations necessary to produce the component.
An assembly drawing: describes the dimensions and finish of each component. shows, in schematic form, how the product is assembled. lists the operations, including assembly and inspection, necessary to produce the component with the material specified in the bill of material. shows an exploded view of the product. provides detailed instructions on how to perform a given task.
shows an exploded view of the product.
An assembly chart: shows an exploded view of the product. shows graphically how the product is assembled.
shows graphically how the product is assembled.
An assembly chart: shows graphically how the product is assembled. provides detailed instructions on how to perform a given task. shows an exploded view of the product. describes the dimensions and finish of each component. lists the operations, including assembly and inspection, necessary to produce the component with the material specified in the bill of material.
shows graphically how the product is assembled.
A result of concurrent engineering in product design is: speedier product development. higher costs.
speedier product development.
A result of concurrent engineering in product design is: speedier product development. lower quality. less customer demand. higher costs. All of these.
speedier product development.
According to PCN analysis, which process region includes process steps in which one participant is acting on another participant's resources, such as their information, materials, or technologies? direct interaction process domain interaction resource processing independent processing surrogate interaction
surrogate interaction
According to PCN analysis, service operations exist only within the area(s) of: surrogate interaction and direct interaction. independent processing, surrogate interaction, and direct interaction. independent processing. independent processing and surrogate interaction. independent processing and direct interaction.
surrogate interaction and direct interaction.
A graphic technique for defining the relationship between customer desires and product (or service) is: product lifecycle management. modular design. the house of quality. the moment of truth. the assembly drawing.
the house of quality.
What is clustering ?
the location of competing companies near each other, often because of a critical mass information, talent, venture capital, or natural resources
One of the similarities between process focus and mass-customization is: the volume of outputs. the use of modules. many departments and many routings. the variety of outputs. All of these are similarities.
the variety of outputs.
Provide two examples of clustering in the service sector.
theme parks, fast food chains
A run test is used to do what?
to examine points in a control chart to check for nonrandom variation is present
Based on his 14 Points, Deming is a strong proponent of: inspection at the end of the production process. an increase in numerical quotas to boost productivity. looking for the cheapest supplier. training and knowledge. All of these.
training and knowledge.
Regal Marine: gets its competitive advantage by being the low-cost producer of boats designed by others. no longer builds boats with any wooden parts. designs several new boats each year, but contracts other firms for their manufacture. treats the product design decision as critical to its success. has replaced all human labor with robots.
treats the product design decision as critical to its success.
La Quinta Inns has a competitive edge over its rivals because it: builds only along interstate highways. consistently receives four-star ratings for its inns. has better television advertisements. picks larger locations than its rivals. uses regression analysis to determine which variables most influence profitability.
uses regression analysis to determine which variables most influence profitability.
Harley Davidson: utilizes job shops to make each of its modules. uses product focused manufacturing. uses a large number of modules to build a small number of different bikes. uses work cells to feed its assembly line. All of these are true.
uses work cells to feed its assembly line.
A document for production that gives the instruction to make a given quantity of a particular item, usually to a given schedule, is a(n): work order. route sheet. bill of information. assembly chart. value analysis.
work order.
What is the purpose of using a Pareto chart for a given problems
· The purpose is to identify problems and classify them based on their level of importance. · Indicates which problems may yield the greatest payoff.
