375 Exam 1

In a partial measure of productivity, the denominator of the ratio would include all resources used or all inputs. True False

False

Once an operations strategy is adopted and articulated, the primary emphasis becomes perfecting the system of activities that make up the strategy through detailed refinements over a long period of time. True False

False

The process when a company seeks to match the benefits of a successful position while maintaining its existing position by adding new features, services, and technologies into its current portfolio it is called straddling. True False

True

Which of the following is not a typical phases of product development? Concept development Value engineering System-level design Testing and refinement Production/ramp-up

Value engineering

System integration and validation are an important step in which variant of the generic product development process? Technology-push products Customized products Complex systems Quick-build products Process-intensive products

complex systems

A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtractions or additions to the population does not significantly affect the system probabilities. True False

false

Low rates of capacity utilization in service organizations are never appropriate. True False

false

One goal of having a core competency is to do something better than anyone else. True False

false

Quality function deployment is an engineering analysis whose purpose is to simplify products and processes. True False

false

The capacity cushion is the ratio of capacity used to the best capacity level. True False

false

The capacity utilization rate is found by dividing best operating level by capacity used. True False

false

The larger the capacity cushion, the better. True False

false

The main purpose of concurrent engineering is to improve product quality. True False

false

Ecodesign replaces one or more of the other requirements considered in the design process. True False

false (it's an extension)

In the generic product development process, phase 2 (system-level design) begins with corporate strategy and incorporates market objectives. True False

false (phase 0, planning)

Which of the following is a time-to-market performance measure used in judging product development performance? Frequency of new-product introductions Product reliability Customer loyalty Yield Value analysis

frequency of new-product introductions

Examples of Pure Goods

ground beef, soft drink, copier paper; chips

when deciding to add capacity to a factory, which of the following need not be considered? Maintaining system balance The frequency of capacity additions Use of external capacity Immediate product demand Availability of raw materials

immediate product demand

Capacity planning that involves hiring, layoffs, some new tooling, minor equipment purchases, and subcontracting is considered as which one of the following planning horizons? Intermediate range Long range Short range Current Upcoming

intermediate range

Capacity planning involving acquisition or disposal of fixed assets such as buildings, equipment or facilities is considered as which one of the following planning horizons? Intermediate range Long range Short range Current Upcoming

long range

Buying a ticket for a college football game where there are multiple windows at which to buy the ticket features which type of queuing system line structure? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of these

multi, single

Buying food at a large food store with multiple checkout counters features which type of queuing system line structure? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of these

multi, single

Standing in line to buy a ticket for a movie where there are multiple windows at which to buy tickets is which type of queuing system line structure? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of these

multi, single

The first step in developing a house of quality is to develop a list of _____________. (Choose the correct answer to fill in the blank.) customer requirements for the product major parts and components of the product rooms in the house team members major vendors

customer reqs

Which of the following models uses a schematic model of the sequence of steps in a problem and the conditions and consequences of each step? Probability indexing Johnson's sequencing rule Decision trees Activity system maps Decision mapping

decision trees

Examples of Core Goods

cell phone, microwave, snowmobile

Assume the service rate for a queue in a truck-loading operation is 2 trucks per hour. Using the infinite queuing notion for the models presented in the textbook, which of the following is the average service time? 2 hours 1 hour 0.5 hour 0.25 hour None of these

.5 hours

Examples of Pure Services

Automobile Insurance; investment advising; motivational seminar; estate planning; personal fitness trainer

What is the term used to describe product attributes that attract certain customers and can be used to form the competitive position of a firm? Image Competitive dimensions Aesthetics Product characteristics Checklist

Competitive dimensions

What are the two main competitive dimensions related to product delivery? Delivery mode and delivery reliability Packaging quality and delivery mode Delivery mode and product quality Delivery speed and packaging quality Delivery speed and delivery reliability

Delivery speed + delivery reliability

What is it about service processes that makes their design and operation so different from manufacturing processes? Poor management Direct customer involvement in the process Complexity of the processes Lack of automated equipment Lack of skilled personnel

Direct customer involvement

What is the most commonly used priority rule for setting queue discipline, likely because it is seen as most fair? First-come, first-served Priority queuing Discriminate queuing Last-come, first-served Random queuing

FCFS

Efficiency means doing the right things to create the most value for the company. True False

False (lowest possible cost)

The ecodesign approach focuses exclusively on the design and commercial launch phases of the product's life cycle. True False

False (must look at whole cycle)

Early prototypes of a new product, using the same geometry and material processes as the production versions, are usually constructed during the concept development phase of the product development process. True False

False (phase 4, testing/refinement)

Examples of Core Services

Food delivery, website hosting, lawn care; photocopy service; cell phone service provider

Which of the following is a multifactor measure of productivity? Output/(Materials) Output/(Labor + Capital + Energy) Output/All resources used Output/Inputs All of these

Output/(Labor + Capital + Energy)

Which of the following is not a way that operations and supply processes are categorized? Planning Return Delivery Selecting Making

Selecting

Which of the following is a characteristic of concurrent engineering? Integrated computer-assisted design Using automated guided vehicles Separate development teams working at once Having an excellent forecasting system The design-build-test cycle

Separate dev teams working at once

What are the three general factors that determine the fit of a new or revised service process? Speed, convenience, and customer attention Skills, technology, and training Size, style, and comfort Service experience fit, operational fit, and financial impact Product design, process design, and personnel skills

Service experience fit, operational fit, financial impact

Quality function deployment (QFD): Is a manufacturing function aimed at lowering cost by reducing the portion of rejected units. Fills the house of quality matrix with the designer's aspirations for the product. Starts with studying and listening to customers. Is a place where the quality assurance function is housed. Is another term for value engineering.

Starts with studying and listening to customers.

Match the following product types to the appropriate product development description. A. Entail unusually large uncertainties about the technology or market. The development process takes steps to address those uncertainties. B. A firm with a new proprietary technology seeks out a market where that technology can be applied. C. Uses a repeated prototyping cycle. Results from one cycle are used to modify priorities in the ensuing cycle. D. The production process has an impact on the product properties. Therefore, product design and process design cannot be separated. E. Products are designed and built around a pre-existing technological subsystem. Technology-push products Platform products Process-intensive products High-risk products Quick-build products

Technology-push products: B Platform products: E Process-intensive products: D High-risk products: A Quick-build products: C

Which phase of the generic development process involves construction and evaluation of multiple preproduction versions of the product? Testing and refinement Design detail System-level design Concept development Production ramp-up

Testing & refinement

Which of the following is an example of a finite population in a queuing system? People waiting to place their order at a fast-food restaurant The departmental faculty in line at the copier People waiting in line at an ATM Patients seeking help in a hospital emergency room Taxpayers calling for assistance from the IRS

The departmental faculty in line at the copier

Which of the following are the three major components of a queuing system? The source population, how customers exit the system, and the queuing discipline The number of servers, the service speed, and the waiting line The number of customers and how they arrive, how customers exit the system, and the service system The number of customers the system serves, the number of steps in the service system, and how quickly customers exit the system The service speed, the queue discipline, and the waiting line

The number of customers and how they arrive, how customers exit the system, and the service system

Measures of product development success can be organized in what three categories? Time to market, productivity, and quality Speed, cost, and effectiveness Efficiency, effectiveness, and value Cost, quality, and speed Timeliness, quality, and cost

Time to market, productivity, quality

An order qualifier is a set of screening criteria that permits a firm's products to be considered as possible candidates for purchase. True False

True

An order winner is a set of criteria that differentiates the products or services of one firm from another. True False

True

Effectiveness means doing the right things to create the most value for the company. True False

True

What is an important difference between capacity planning in services and capacity planning in manufacturing operations? Time Location Demand volatility Utilization affects service All of these

all of these

Which of the following best describes the term "cycle time"? Average time between completions of successive units Ratio of the time a resource is activated over its use Can be no more that 60 minutes The same as utilization The labor content of the item being measured

average time between completions of successirve units

A company is concerned about the number of customers who have to wait for service in its customer service department. Assume the rate at which customers are serviced is 12 per hour. Using the infinite queuing notion for the models presented in the textbook, which of the following is the mean time between arrivals? 12 minutes 6 minutes 2 minutes 1 minute None of these

none

A reason that firms must develop more new products than ever is which of the following? Product life cycles are shorter Commitments to joint venture partners They are replacing old customers with new ones To amortize heavy investments in development labs The increased difficulty of defending patents and trade names

product life cycles are shorter

What dimension of competitiveness does time-to-market performance in product design and process selection affect? Engineering hours per project The cost of ongoing service Responsiveness to customer needs Aesthetics of design None of these

responsiveness to customer needs

Design for manufacturing and assembly delivers product improvements by emphasizing which of the following? Reducing product quality during the assembly process Simplification of the product by reducing the number of separate parts Reducing equipment in the production process Designing products so they can be manufactured by a virtual factory Designing products that customers will want

simplification of the product by reducing the # of sep parts

The purpose of value analysis/value engineering (VA/VE) is to: Simplify products and processes Improve the value that customers find in existing products Relate the customer's needs to technical specifications Meet budgets and improve the results of financial models Facilitate better cooperation between business functions

simplify products and processes

Machine breakdown and repair in a 12-machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns? Single channel, single phase Single channel, multiphase Multichannel, single phase Multichannel, multiphase None of these

single, single

The exponential distribution is often used to model what in a queuing system? The sequence in which customers enter the system The balking behavior of potential customers The time between arrivals and service completions The reneging behavior of potential customers Computing how many servers will be available at any given moment

the time between arrivals and service completions

A competency is not core if it is easy for competitors to imitate. True False

true

A contract manufacturer is an organization capable of manufacturing and/or purchasing all of the components needed to produce a finished product or device. True False

true

Capacity can be defined as the amount of available resource inputs relative to requirements for output over a particular period of time. True False

true

Capacity flexibility means having the ability to rapidly increase or decrease production levels or to shift production capacity quickly from one product or service to another. True False

true

In a waiting line situation, multiple lines occur only when there are multiple servers. True False

true

Little's law says there is a long-term relationship among the inventory, throughput, and flow time of a production system in steady state. True False

true

Sharing capacity is a common source of external capacity. True False

true

The Poisson probability distribution is used in waiting line management when one is interested in the number of arrivals to a queue during some fixed time period. True False

true

The basic notion of economies of scale is that as a plant gets larger and volume increases, the average cost per unit of output drops. True False

true

The central problem in virtually every waiting line situation is a decision balancing the costs of adding services with the costs of waiting. True False

true

The demand on a hospital's emergency medical services is considered an uncontrollable arrival pattern of the calling population. True False

true

When evaluating capacity, managers need to consider both resource inputs and product outputs. True False

true