ISQS 3344 Exam 2
A Six Sigma program has how many defects per million?
3.4
Leading companies generate most of their sales from products that are less than _____ years old
5
An assembly chart a. shows graphically how the product is assembled b. shows an exploded view of the product c. lists the operations, including assembly and inspection, necessary to produce the component with the material specified in the bill of material d. provides detailed instructions on how to perform a given task e. describes the dimensions and finish of each component
A
location decisions are often being based on which of the following?
All of the above
A process sheet is a type of a. assembly drawing b. assembly chart c. route sheet d. work order e. bill of materials
C
use of computers to interactively design products and prepare engineering documentation; faster, better, and more accurate designs
CAD
use of computer programs to direct and control manufacturing equipment; allows for fewer defective units, which means less rework and lower inventory
CAM
A route sheet provides a(n) a. exploded view of the product b. instruction to make a given quantity of a particular item c. schematic showing how the product is assembled d. sequence of operations necessary to produce the component e. set of detailed instructions about how to perform a task
D
Advances in technology:
Have had a dramatic impact on customer interaction with services and with products
Phase in the product life cycle where there may be high costs of research, product development, process modification and enhancement, and supplier development
Introductory phase
refers to (1) determining what will satisfy the customer, and (2) translating customer desires into the target design; used early in the design to determine: what will satisy the customer & where to deploy quality efforts
Quality function deployment (QFD)
A location decision for a traditional department store (e.g. Macy's) would tend to have what type of focus?
Revenue focus
Currency risk is based on what assumption?
Values of foreign currencies continually rise and fall in most countries.
"Making it right the first time" is: a. a manufacturing based definition of quality b. a product-based definition of quality c. a user-based definition of quality d. an unrealistic definition of quality e. the definition of quality proposed by the American Society for Quality
a
"Operators simply load new programs, as necessary, to produce different products" describes: a. Flexible manufacturing systems b. Automated guided vehicles
a
"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: a. W. Edwards Deming b. Joseph M. Juran
a
A document for production that gives the instruction to make a given quantity of a product is a. work order b. route sheet
a
A good description of "source inspection" is inspecting a. materials upon delivery by the supplier b. the goods at the production facility before they reach the customer c. the goods as soon as a problem occurs d. goods at the supplier's plant e. one's own work, as well as the work done at the previous work station
a
A location decision for an appliance manufacturer would tend to have what type of focus? a. Cost focus b. Revenue focus
a
A manager tells her production employees, "It's no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of: a. Taguchi concepts b. ISO 9000 c. Six Sigma d. Internal Benchmarking e. Process control charts
a
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? a. Communication, courtesy, and credibility b. Understanding, responsiveness, and reliability c. Competence, responsiveness, and reliability d. Competence, courtesy, and security e. Communication, responsiveness, and reliability
a
A result of concurrent engineering in product design is: a. speedier product development b. higher costs
a
A successful TQM program incorporates all EXCEPT which of the following? a. Centralized decision making authority b. JIT c. Employee involvement d. Benchmarking e. Continuous improvement
a
A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called: a. A flexible manufacturing system b. A manufacturing cell
a
Align Technology uses a ______ approach to produce clear plastic removable aligners a. Mass customization b. Process focus
a
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a a. flow chart b. check sheet
a
Computer Integrated Manufacturing (CIM) includes manufacturing systems that have: a. Computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated b. Transaction processing, management information systems, and decision support systems integrated
a
Evaluating location alternatives by comparing their composite (weighted-average) scores involves which of the following? a. Factor-rating analysis b. Transportation model analysis
a
Frito-Lay is to _____ focus as Harley Davidson is to _____ focus a. Product, repetitive b. Product, mass customization
a
GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle? a. Cost of poor quality is underestimated b. Internal failure costs c. PDCA d. Prevention costs e. Appraisal costs
a
High fixed costs and low variable costs are typical of which approach? a. Product and mass customization b. Mass customization
a
La Quinta Inns has a competitive edge over its rivals because it: A) uses regression analysis to determine which variables most influence profitability. B) has better television advertisements. C) picks larger locations than its rivals. D) builds only along interstate highways. E) consistently receives four-star ratings for its inns.
a
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. a. cause and effect diagram b. process control chart
a
geographic information systems can assist the location decision by: a. combining geography with demographic analysis b. providing good Internet placement for virtual storefronts
a
Process Redesign
all of the above
the advantage of additive manufacturing includes supporting:
all of these
a cooperative agreement that allows firms to remain independent but pursue strategies consistent with their individual missions
alliance
A jewelry store is more likely than a jewelry manufacturer to consider _____ in making a location decision:
appearance / image of the location
a graphic showing how components flow into subassemblies and final products
assembly chart
exploded view of the product
assembly drawing
"Quality lies in the eyes of the beholder" is: a. a manufacturing-based definition of quality b. a user-based definition of quality c. an unrealistic definition of quality d. a product-based definition of quality e. the definition of quality proposed by the American Society for Quality
b
"quality is free," meaning that the costs of poor quality have been understated, is the work of: a. Joseph M. Juran b. Philip B. Crosby
b
3D printing has proven to be particularly advantageous for: a. quality function deployment b. prototype development and custom products
b
A job shop is an example of a(n): a. Continuous process b. Intermittent process
b
A product-focused process is commonly used to produce: a. Low volume, high variety products b. High volume, low variety product
b
All of the following costs are likely to decrease as a result of better quality EXCEPT: a. Inspection costs b. Maintenance costs c. Scrap costs d. Customer dissatisfaction costs e. Warranty and service costs
b
An assembly line is an example of a: a. Specialized process b. Repetitive process
b
Globalization of the location decision is the result of all except which of the following? a. high differences in labor costs b. higher quality of labor overseas
b
Industrial location analysis typically attempts to: a. Maximize sales b. Minimize costs
b
A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings? a. Flowchart b. Pareto chart c. Ishikawa diagram d. Control charts e. Activity chart
c
Building high-morale organizations and building communication networks that include employees are both elements of: a. Taguchi methods b. ISO 9000 certification c. Employee empowerment d. Six Sigma certification e. The tools of TQM
c
FedEx chose Memphis, TN as its US hub because: a. The city is in the center of the United States, geographically. The airport has relatively few hours of bad weather closures b. 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 tradition city to city flight scheduling c. All of the above
c
In location planning, environmental regulations, cost and availability of utilities, and taxes are a. global factors b. country factors c. regional/community factors d. site-related factors e. none of the above
c
A fishbone chart is also known as a:
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?
center of gravity method
implies speedy product development through simultaneous performance of various development stages; expanded to include all elements of a product's life cycle
concurrent engineering
the system by which a product's planned and changing components are accurately identified
configuration management
A location decision for an appliance manufacturer would tend to have what type of 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:
customization
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. A cause and effect diagram b. A scatter diagram c. A quality loss function d. A pareto chart e. A flowchart
d
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a: a. Poka-yoke b. Check sheet c. Pareto chart d. Flowchart e. Taguchi map
d
phase in the product life cycle where management may have to be ruthless and products may soon be terminated
decline
allows designers to look at the effect of design on manufacturing of the product
design for manufacture and assembly software (DFMA)
A good description of "source inspection" is inspecting a. materials upon delivery by the supplier b. the goods at the production facility before they reach the customer c. the goods as soon as a problem occurs d. goods at the supplier's plant e. one's own work, as well as the work done at the previous work station
e
Community attitudes, zoning restrictions, and quality of labor force are likely to be considered in which of the following location decision methods? a. transportation method b. locational break-even analysis c. center-of-gravity method d. simulation e. factor rating method
e
Location analysis techniques typically employed by service organizations include a. factor rating method b. center-of-gravity method c. purchasing power analysis of area d. traffic counts e. all of the above
e
a correction to an engineering drawing or BOM
engineering change notice (ECN)
purchasing technology or expertise by acquiring the developer, joint ventures, and alliances are all examples of
external development strategies
Service blueprinting
focuses on the provider's interaction with the customer
the grouping into part families of items with similar design or manufacturing characteristics
group technology
Phase in the product life cycle where product design is stabilizing and forecasting capacity is necessary; adding or enhancing capacity to accommodate increases in demand may be necessary
growth phase
7 steps to building the ______ ___ _______: 1. identify customer wants 2. identify how the good will satisfy customer wants 3. relate customer wants to product hours 4. identify relationships between the firm's hows 5. develop importance ratings 6. evaluate competing products 7. determine desirable technical attributes, your performance, and the competitor's performance against these attributes
house of quality
A part of the quality function deployment process that utilizes a planning matrix to relate customer "wants" to "how" the firm is going to meet those "wants"
house of quality
In mass service and professional service, the operations manager should focus extensively on:
human resources
migration and enhancements of existing products are both examples of
internal development strategies
A product's life cycle is divided into four stages, which are:
introduction, growth, maturity, decline
firms share ownership to pursue new products or markets
joint venture
a formal evaluation of the environmental impact of a product
life cycle assessment (LCA)
at which stage of the product life cycle is product strategy likely to focus
maturity
phase in the product life cycle where competitors are established, and there is improved cost control, reduction in options, and companies may pare down product lines for profitability and market share
maturity
industrial location analysis typically attempts to:
minimize costs
a design in which parts of a product are subdivided into modules that are easily interchanged or replaced
modular design
A checklist is a type of:
poka-yoke
a checklist is a type of
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?
political risk
high fixed costs and low variable costs are typical of which approach?
product and mass customization
the selection, definition, and design of products
product decision
teams charged with moving from market requirements for a product to achieving product success
product development teams
a list of products, in descending order of their individual dollar contribution to the firm, as well as the total annual dollar contribution of the product; - increases cash flow - increases market penetration - reduces costs
product-by-value analysis
An assembly line is an example of a
repetitive process
the product is designed so that small variations in production or assembly do not adversely affect the product
robust design
lists the operations necessary to produce the component with the material in the BOM
route sheet
Meeting present needs w/o compromising the ability of future generations to meet their needs
sustainability
One of the similarities between process focus and mass-customization is:
the variety of outputs
rapidly developing products and moving them to market; may lead to a loss in quality of designs
time based competition
What are 5 opportunities for firms?
understanding the customer, economic change, sociological and demographic change, technological change, political and legal change
service organizations differentiate themselves with a _________, _______ ______ ______
unique, high quality product
A review of successful products that takes place during the production process
value analysis
visual form of communication in which images substitute for reality and allows the user to interact
virtual reality
an instruction to make a given quantity of a particular item
work order