Operations final

Which one of these is not a reason for diseconomies of scale? A) Fixed costs are spread over more units. B) Distribution costs increase. C) Complexity increases costs. D) Inflexibility may be an issue.

A) Fixed costs are spread over more units.

Work measurement techniques include all of the following except: A) On the job training B) Time study C) Work sampling D) Predetermined motion-time data systems E) Elemental data

A) On the job training

Which of the following is not an application of behavioral concepts to enhance service encounters? A) Segment the pain, combine the pleasure B) The front-end and back-end of a service are not equal C) Give the customer control D) Pay attention to norms E) None of the above

A) Segment the pain, combine the pleasure

Which of the following is not a "supply option" for aggregate planning? A) adjusting pricing B) using part-time workers C) subcontracting D) having workers work overtime

A) adjusting pricing

The letters ROQ relate to: A) assessing the financial return of investments in quality. B) evaluating defect rates in manufacturing processes. C) evaluating rates of improvement in service quality. D) quantifying improved quality's effects on reliability.

A) assessing the financial return of investments in quality.

The ratio of a centered process's specification width to its process width is called the: A) capability index. B) control ratio. C) index chart. D) specification metric.

A) capability index.

Special attributes or abilities that give organizations a competitive edge are called: A) core competencies. B) functional strategies. C) order qualifiers. D) core strategies. E) functional tactics.

A) core competencies.

Which one of these is not considered a determinant of quality? A) customer surveys B) ease of use C) service after delivery D) design E) conformance to design

A) customer surveys

Measurements taken at various points in the transformation process for control purposes are called: A) feedback. B) tracking signals. C) control charts. D) productivity measurement. E) cost control.

A) feedback.

Effective capacity cannot be: A) in excess of design capacity. B) reached for extended periods of time. C) changed by different managerial techniques. D) reduced without also reducing design capacity.

A) in excess of design capacity.

When an economy of scale is in play, if the __________ is less than the ideal level, increasing it will result in lower __________. A) output; average unit costs B) capacity; average unit costs C) output; average variable costs D) output; total fixed costs E) capacity; average variable costs

A) output; average unit costs

The two basic questions in inventory management involve __________ and __________. A) quantity; timing B) quantity; costs C) costs; timing D) service; costs

A) quantity; timing

Which of these is not considered to be a capacity option? A) use of backorders B) use of overtime C) use of subcontractors D) use of temporary workers

A) use of backorders

Which one of these is not related to the master scheduling process? A) yield management B) rough-cut capacity planning C) time fences D) available-to-promise

A) yield management

Which one of the following will always lead to an increase in productivity? A) Increase inputs and increase outputs. B) Increase outputs and hold inputs constant. C) Decrease both inputs and outputs.

B) Increase outputs and hold inputs constant.

A diagram that arranges quality problems from highest to lowest frequency of occurrence is a: A) control limit. B) Pareto chart. C) Deming diagram. D) Ishikawa diagram.

B) Pareto chart.

Netflix is an example of which of the following approaches to managing customer induced variation? A) Cost penalties B) Uncompromised reduction C) Classic reduction D) Classic accommodation E) None of the above

B) Uncompromised reduction

In statistical process control, attributes are characteristics that can be: A) measured. B) counted. C) observed. D) replicated.

B) counted.

A stockout occurs when demand during lead time is __________ the __________. A) less than; order quantity B) greater than; reorder point C) greater than; safety stock D) less than; lead time

B) greater than; reorder point

The key to mass production was A) automation. B) interchangeable parts. C) low-skilled workers. D) high demand for products.

B) interchangeable parts.

Which type of control chart would be appropriate if the variable being monitored is the number of students absent from section 1 of a statistics class? A) x-bar B) p C) R D) c

B) p

The product-process matrix: A) shows as volume decreases an assembly line is the solution B) shows as volume increases specialized equipment becomes cost effective C) shows all process structures except work centers are inefficient D) guides companies on what products to produce E) allows a manager to justify buying new equipment

B) shows as volume increases specialized equipment becomes cost effective

Two factors that tend to have almost universal strategic operations importance are: A) cost and time. B) time and quality. C) quality and cost. D) variety and cost. E) quality and variety.

B) time and quality.

The term "continuous improvement" is most closely associated with: A) quality at the source. B) total quality management. C) Baldrige core values and concepts. D) six sigma philosophy.

B) total quality management.

One thing that must be managed in all processes is: A) suppliers. B) variability. C) inventory. D) ethics. E) agility.

B) variability.

The average time between the completion of units is commonly known as: A) Throughput time B) Operation time C) Cycle time D) Run time E) None of the above

C) Cycle time

Which of the following is not true about the systems approach? A) Is almost always beneficial in decision making. B) Emphasizes interrelationships among subsystems. C) Focuses on achieving efficiency within subsystems. D) Is essential whenever something is being redesigned or improved. E) Directs attention toward properly allocating scarce resources.

C) Focuses on achieving efficiency within subsystems.

Which is not a characteristic of a well-designed service system? A) User-friendly B) Links the back and front office C) Gives the same service to all customers regardless of their needs D) Robust so it can cope with variations E) Gives evidence of the quality of service

C) Gives the same service to all customers regardless of their needs

When evaluating a new product development project using net present value analysis, which of the following will make the project more attractive? A) Delaying the start of the project B) Making the project run over a longer period of time C) Improving (bringing forward) the date when revenue will begin D) A and B E) None of the above.

C) Improving (bringing forward) the date when revenue will begin

In practice, often __________ is not included in the utilization of the process. A) Run time B) Machine time C) Setup time D) A and B E) B and C

C) Setup time

The "father of scientific management" was: A) Gilbreth. B) Hawthorne. C) Taylor. D) Ford. E) Pareto.

C) Taylor.

The Pareto phenomenon is best represented by which of these phrases? A) Waste not, want not. B) A stitch in time saves nine. C) The important few and the trivial many. D) Do it right the first time. E) Optimize, optimize.

C) The important few and the trivial many.

A breakeven point indicates which of the following: A) The point where profit is maximized B) The point where cost is minimized C) The point where we are indifferent between two options D) The point where we are most efficient E) All of the above

C) The point where we are indifferent between two options

According to your text, the most common process metric is: A) Productivity B) Efficiency C) Utilization D) Throughput time E) Cycle time

C) Utilization

Identifying an organization that excels at some process, then observing that organization in order to learn how to improve, is known as: A) quality control. B) SWOT. C) benchmarking. D) competitive analysis. E) quality function deployment.

C) benchmarking.

Which one of these is not necessarily a special factor in planning service capacity? A) the inability to store services B) the need to be near customers C) demand forecasts D) demand volatility

C) demand forecasts

In A-B-C inventory analysis, the challenge is to clarify which items: A) have the highest per-unit costs. B) have the lowest ordering costs. C) have the highest total periodic cost. D) have the lowest stockout risk.

C) have the highest total periodic cost.

If a process is not centered within its specification interval, use of the basic capability index, Cp, will lead to an assessment of capability that is: A) unbiased. B) too small. C) inflated. D) invariant.

C) inflated.

Disaggregating the aggregate plan relates to: A) yield management. B) planning a chase approach. C) master scheduling. D) short-range planning.

C) master scheduling.

We are monitoring a process that has an outcome that falls into one of two categories. We would use __________ to evaluate whether this process is remaining in control. A) x-bar charts B) R-charts C) p-charts D) z-charts

C) p-charts

Other things beings equal, an increase in lead time for inventory orders will result in an increase in the: A) order size. B) order frequency. C) reorder point.

C) reorder point.

ISO 24700 is most closely related to: A) carbon dioxide emissions. B) vendor-managed inventory. C) reused office equipment. D) part-time employees.

C) reused office equipment.

The feasibility of the proposed master schedule is assessed using the: A) aggregate plan. B) material plan. C) rough-cut capacity plan. D) available-to-promise inventory.

C) rough-cut capacity plan.

Product development success can be categorized into ______________ A) those that relate to the speed and frequency of bringing new products online. B) productivity of the actual development process. C) quality of the actual products introduced. D) A, B, and C E) A and B only

D) A, B, and C

The most common things that can happen when two stages are directly linked are: A) Buffering B) Blocking C) Starving D) B and C E) A, B, and C

D) B and C

The 5 steps of making a work sample study include all of the following except: A) Estimate the proportion of time of the activity of interest B) State the desired accuracy in the study results C) Determine the specific times observations are to be made D) Change the specific time observations to make them convenient E) Recompute the sample size using already collected data

D) Change the specific time observations to make them convenient

The major decision variables in equipment selection are: A) Flexibility B) Labor requirements C) Manufacturer D) Flexibility and labor requirements E) Both B and C

D) Flexibility and labor requirements

The name associated with the fishbone diagram is: A) Deming. B) Crosby. C) Juran. D) Ishikawa. E) Taguchi.

D) Ishikawa.

Which of the following is true about make-to-stock processes? A) Make-to-stock processes can be controlled based on the actual or anticipated amount of finished goods inventory. B) Make-to-stock process is used when demand is seasonal and the firm does not have enough capacity to keep up during the peak season. C) Services, by their very nature, often use make-to-stock processes. D) Make-to-stock processes can be controlled based on the actual or anticipated amount of finished goods inventory, and they're used when demand is seasonal and the firm does not have enough capacity to keep up during the peak season. E) A, B, and C

D) Make-to-stock processes can be controlled based on the actual or anticipated amount of finished goods inventory, and they're used when demand is seasonal and the firm does not have enough capacity to keep up during the peak season.

The fact that improvements in a few key factors will have a major impact on operations is associated with this name: A) Ford B) Smith C) Taylor D) Pareto

D) Pareto

Which is the least important performance dimension for product development projects? A) Time-to-market B) Productivity C) Quality D) Product flexibility E) A, B, and C

D) Product flexibility

Processes can be characterized as: A) Single stage or multistage B) Make-to-stock or make-to-order C) Open or closed D) Single stage or multistage, make-to-stock or make-to order E) Single stage or multistage, make-to-stock or make-to order, open or closed

D) Single stage or multistage, make-to-stock or make-to order

Which of the following would make a chase approach more attractive than a level one? A) an increase in demand B) a decrease in holding costs C) a decrease in demand D) an increase in back order costs

D) an increase in back order costs

Which of the following statements is true about value analysis/value engineering (VA/VE)? A) The purpose of VA/VE is to simplify products and processes. B) The objective of VA/VE is to achieve equivalent or better performance at a lower cost. C) VA is performed before the production stage, while VE deals with products already in production. D) both A and B E) A, B, and C

D) both A and B

If a process that falls out of statistical control continues to produce a very large proportion of output that is acceptable, that process must be highly: A) in control. B) variable. C) attributable. D) capable.

D) capable.

In aggregate planning, planners avoid focusing on individual products or services because: A) capacity can almost always be allocated to different products or services. B) customers whose demand can't be satisfied out of existing inventory can always be satisfied with other products or back orders. C) costs for individual products or services are almost impossible to calculate. D) focusing on a group of similar products or services tends to be more accurate.

D) focusing on a group of similar products or services tends to be more accurate.

In which of the following strategies is operations least likely to have a considerable role? A) fast response B) low cost C) high quality D) low price E) high variety

D) low price

The quality tool that plots the number of quality problems over time is the: A) Pareto diagram. B) cause-and-effect diagram. C) fishbone diagram. D) run chart. E) control chart.

D) run chart.

Viewing decisions in the context of the "big picture" is a key element of this approach. A) visual/graphic B) tactical C) ideal D) systems E) focused

D) systems

Which type of variation is the result of a deliberate choice of a business? A) seasonal B) trend C) assignable D) variety

D) variety

Which of these is not a disadvantage of a level approach as compared to a chase approach? A) greater inventory costs B) increased overtime and idle time C) varying resource utilization D) varying workforce levels

D) varying workforce levels

Manufacturing is involved in what phase(s) of the product design process? A) Detail Design B) Production Ramp-up C) Initial Planning D) Concept Development E) A, B, C and D

E) A, B, C and D

Quality Function Deployment ______________ A) is a tool for translating customer requirements into concrete operating and engineering goals. B) facilitates inter-functional cooperation between marketing, engineering, and manufacturing. C) provides a better understanding and focus on process characteristics that require improvements. D) both A and B E) A, B, and C

E) A, B, and C

Which of the following statements is not true about the strategic uses of the service-system design matrix? A) Enables systematic integration of operations and marketing strategy B) Permits comparison with how other firms deliver specific services C) Indicates life cycle changes that might be in order as the firm grows D) Both A and B E) A, B, and C

E) A, B, and C

The type of processing structure that is used for producing discrete products at higher volume is: A) Work Center B) Batch C) Assembly Line D) Project Layout E) Continuous Process

E) Continuous Process

The type of processing structure that is used to produce gasoline, chemicals, and drugs is: A) Work Center B) Batch C) Assembly Line D) Project Layout E) Continuous Process

E) Continuous Process

____________ refers to service encounters whose specifications must be developed through some interaction between the customer and the server. A) Mail contact B) Face-to-face loose specs C) Face-to-face tight specs D) Phone contact E) Face-to-Face total customization

E) Face-to-Face total customization

Which of the following are characteristics of a company's core competence? A) It is not easy to outsource. B) It provides potential access to a variety of markets. C) It increases perceived customer benefits. D) It is hard for competitors to imitate. E) It provides potential access to a variety of markets, it increases perceived customer benefits, and it is hard for competitors to imitate.

E) It provides potential access to a variety of markets, it increases perceived customer benefits, and it is hard for competitors to imitate.

Which of the following are parts of IDEO's product design process? A) Rapid prototyping B) Using project milestones C) Brainstorming D) Benchmarking E) Rapid prototyping and brainstorming

E) Rapid prototyping and brainstorming

Which one of these is not a determinant of effective capacity? A) facilities B) quality capabilities C) job design D) supply chain E) product life cycle

E) product life cycle

The service triangle includes: A) The service strategy B) Employees C) Management D) Support systems E) the service strategy, employees, and support systems

E) the service strategy, employees, and support systems

Which one of these is not one of the ethical principles? A) rights B) fairness C) utilitarian D) virtue E) utilization

E) utilization

True or False: A process flow diagram shows how parts are put together to make a product.

False

True or False: When comparing multiple processes to manufacture a product, the path of lowest total cost is always a straight line

False

True or False: Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

False

True or False: Capacity decisions are one-time decisions.

False

True or False: Capacity requirements planning is immediate range planning.

False

True or False: Higher quality means higher overall cost

False

True or False: If all observations are within UCL and LCL of control charts, we are sure that the process is under control.

False

True or False: In order to track proportion of defectives, c-charts should be used.

False

True or False: Process capability ratio can be used when a process is not centered

False

which process is most likely to be adopted for making a product with a large & stable demand? MTS, MTO, or ATO?

MTS

True or False: Capacity planning in service is more difficult than for manufacturing.

True

True or False: Chase strategy may cause low employee morale.

True

True or False: In a cellular layout, higher equipment utilization can be achieved with reduced inventory

True

True or False: In the service sector, it's important to take a proactive approach in influencing demand for aggregate planning.

True

True or False: In the term six sigma, sigma stands for standard deviation.

True

True or False: Job shop has more flexibility than assembly line

True

True or False: Level strategy may cause high inventory cost.

True

True or False: Offering more alternatives to customers is likely to increase divergence in service operations

True

True or False: Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

True

True or False: Service blueprinting is a type of flowchart

True

True or False: The first level is the highest level of quality in the Kano model.

True

True or False: The greater the percentage of contact time between the service system and the customer, the greater the degree of interaction between the two during the production process.

True

True or False: The product-process matrix shows that as volume increases specialized equipment becomes cost effective.

True

True or False: Xbar and Rbar chart should be used together to find if a process is under control

True

True or False: blocking is when the activities in the stage must stop because there is no place to deposit the item just completed

True

Three principles of TQM:

customer focus, continuous improvement, & total involvement

True or False: concurrent engineering delays launching a product in the market

false

True or False: lower inventory turn indicates well managed operations

false