OM Exam 2

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patient

A​ _______ customer is one who enters the system and remains there until being served.

Defining who the customer is

A​ firm's internal program in employee involvement includes which of the following​ considerations?

that the employees are actually empowered to do their jobs and given autonomy in decision making.

The Continuous Improvement and Employee Involvement intersection in the integrative view of TQM requires

a commitment to ongoing employee training in statistical tools and their usage.

The Employee Involvement and Analytical Process Thinking intersection in the integrative view of TQM requires

environmental management system

The ISO​ 14001:2004 standards require documentation of a​ firm's environmental program. Which component requires a plan to improve performance in resource use and pollutant​ output?

management by fact, and not authority

The Management​ Commitment/Leadership and Analytical Process Thinking intersection in the integrative view of TQM requires

acceptance sampling

The application of statistical techniques to determine whether a quantity of material should be accepted or rejected based on the inspection or test of a sample is known as

product variety and process divergence is low

Using input measures of capacity is least appropriate in which of the following​ situations?

select an appropriate capacity cushion for a high​ customer-contact process.

​Waiting-line models often are used in capacity planning in order to

A preemptive discipline

​_________ is a rule that allows a customer of higher priority to interrupt the service of another customer.

SimQuick

​_________ is an​ easy-to-use computer package that is simply a spreadsheet with some macros with which simple waiting line processes may be simulated.

Outer limit

A control chart typically does NOT show which of the following​ values?

the average cost per unit increases as the facilities size increases

A diseconomy of scale is realized when

capacity coushin

A measure of the reserve capacity a process has to handle in unexpected increases in demand is the

capacity cushion

A measure of the reserve capacity a process has to handle in unexpected increases in demand is the

Conformance to Specifications

A process failure that results in the​ process's inability to meet advertised performance standards violates which of the five definitions of​ quality?

4

A truck stop along the interstate uses fuel pumps that operate at 6 gallons per minute. The service volume is 200 trucks per day and the truck stop operates​ 24/7/365. It has been determined that the average purchase is 90 gallons and effective utilization is given as​ 60%. How many pumps should be available to accommodate this business​ volume?

Expansion will lead to economies of scale

An expansionist capacity strategy is NOT indicated when

expansion will lead to economies of scale

An expansionist capacity strategy is NOT indicated when

increase the efficiency of the servers

By devising improved work​ methods, management is attempting to

follow the leader

Chang and Chang observe that the competition is increasing the size of its warehouses. They have decided to do the same. They are following​ _______ strategy.

60-70%

In​ general, a less​ capital-intensive industry such as a hotel chain would do well with a utilization rate of

the entire quantity of items is accepted

In acceptance​ sampling, if the sample passes the test then

are flexible flow processes

Input measures of capacity are preferred when there

75

Jorge Ortega has been using a 10 percent capacity​ cushion, servicing 60 customers an hour. There is a good deal of customer​ contact, and customer service has been poor due to random fluctuations in demand. If he increases his capacity cushion to​ 20%, what will be the new capacity​ requirement?

investment in new facilities

Long-term capacity planning deals with which of the following​ factors?

20-30

Most experts on the costs of poor process performance and quality estimate losses in the range of​ ________ percent of gross sales for defective or unsatisfactory products.

Customer Satisfaction

TQM stresses three principles for achieving high levels of process performance and quality. Which of the following is one of​ them?

true

The overall focus of TQM is always on the needs of the customer through a culture of continuous improvement and an active engagement and involvement of employees at all levels.

2.0

The process capability index is compared to a critical value to judge whether a process is capable. Firms striving to achieve​ six-sigma performance use a critical value of

continuous improvement

The​ plan-do-study-act cycle illustrates

Prevention Costs

Training workers to do their jobs properly and working with suppliers to improve the quality of material they supply to you are examples of

Reduce the waiting time of select customers

What is the objective that managers are trying to attain when they decide to allow customer​ preemption?

acceptable quality level

What is the statement used to describe the proportion of defective items​ (outside of​ specifications) that the buyer will accept in a​ shipment?

when the number of customers in the system does not affect the rate at which the population generates new customers

When is the customer population of a waiting line problem said to be​ infinite?

results

Which of the Baldrige criteria is given the most weight in selecting​ winners?

A random-number generator

Which of the following elements are NOT common to​ waiting-line problems?

Differential pricing, advertising, special promotions

Which of the following is a way that managers may attempt to affect the rate of customer​ arrivals?

The transaction is intended to generate a disproportionate economic benefit to the provider at the expense of the customer. The provider conceals the truth based upon what is actually known to the provider. The conduct of the provider is intentional and motivated by a desire to exploit the customer.

Which of the following is an element of a deceptive business practice that presents a major concern for service or product​ quality?

appraisal

Which of the following is considered one of the four major cost of quality​ categories?

results

Which of the following is one of the seven major criteria for the Baldrige​ award?

Companies become certified by proving to a qualified external examiner that they comply with all the requirements. Compliance with ISO​ 9001:2008 standards indicates to customers that companies can provide documentation to support whatever claims they make about quality. Compliance with ISO​ 9001:2008 standards says nothing about the actual quality of a product.

Which of the following is true about ISO​ 9001:2008, the standards governing documentation of a quality​ program?

Customers are served based on a priority discipline

Which of the following situations requires the use of simulation as a key assumption of the​ multiple-server model is​ violated?

The mean arrival rate exceeds the mean service rate

Which of the following situations requires the use of simulation as a key assumption of the​ single-server model is​ violated?

Acceptance sampling is the application of statistical techniques to determine if a quantity of material from a supplier should be accepted or rejected.

Which of the following statements about acceptance sampling is​ true?

allocate service tasks to sequential phases, affect the rate of customer arrivals, assign more than one person to a service facility

Which of the following ways represents how management can improve a service​ system?


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