Operations management final
68,757 errors per million opportunities
Daniel is a front-desk manager at Refington Hotel, a mid-market hotel. During Daniel's shift last week, he received 29 customer complaints. A total of 428 guests had stayed in the hotel that week. Given this information, find out the errors per million opportunities
more than 4 but less than or equal to 5
The lower and upper specification limits for a mustard filling machine are 10.50 and 12.00 ounces, respectively. The standard deviation is 0.05. The process capability index of the machine will be
Kaizen
The management of Elextric Corp., a computer manufacturing company, wants the employees in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information, Elextric Corp. embraces an approach known as _____.
Process Capability Index
The relationship between the natural variation and specifications is quantified by a measure known as the _____
ISO 9000:2000
_______ defines quality system standards, based on the premise that certain generic characteristics of management practices can be standardized and that a well-designed, well-implemented, and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.
Gap 4
____ in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.
Internal Failure costs
______ are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.
Specifications
______ are targets and tolerances determined by designers of goods and services
b. false
t/f A pure project organizational structure eliminates the duplication of resources across the organization
true
t/f In the context of the Critical Path Method (CPM), latest start (LS) and latest finish (LF) times are computed by making a backward pass through the network, beginning with the ending project activity or activities
false
t/f The Critical Path Method (CPM) allows us to investigate the effects of uncertainty of activity times on the project completion time
false
t/f The Project Evaluation and Review Technique (PERT) was developed as a means of scheduling and controlling projects with constant activity times
b. false
t/f The earliest time that an activity can be completed is equal to the latest time it can begin minus the time to perform the activity
true
t/f The only way the project completion time can be reduced is by crashing activities on the critical path
false
t/f Project managers do not need technical expertise
true
t/f In the context of quality control practices in manufacturing, if supplier documentation is done properly, incoming inspection can be completely eliminated
false
t/f In-process control is typically performed by people who run the back-end processes
true
t/f Keeping special cause variation from occurring is the essence of statistical quality control
True
t/f Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.
False
t/f Six Sigma cannot be applied to service processes
true
t/f The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.
true
t/f The International Organization for Standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it is composed of representatives from the national standards bodies of 91 nations
false
t/f The value of the process capability index, (C p), depends on the mean of the process
false
t/f Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.
quality control
the task of ______ is to ensure that a good or service conforms to specifications and meets customer requirements by monitoring and measuring processes and making any necessary adjustments to maintain a specified level of performance
it recognizes that manufacturing and service delivery systems must execute quality specifications well
which of the following statements is true of Gap 3 in the GAP model?
histogram
A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group
project
A ________ is a temporary and often customized initiative that consists of many smaller tasks and activities that must be coordinated and completed to finish the entire initiative on time and within budget.
less than or equal to 1
An operator wants to determine the standard deviation for a machine she operates. To do this, she wants to create a p-chart. Over a month's time, she collects 30 samples of 75 observations each and records the number of errors. The average proportion defective is found to be 0.024. Which of the following is the standard deviation ( ) of the machine?
Internal failure costs
At Scorla Automobiles, a few machines in the assembly section were faulty and had to be shut down till they were repaired. This reduced the output of automobiles for the quarter. In this case, the costs incurred by Scorla Automobiles for repairing the machines are an example of _____.
Quality specifications documented in operating and training manuals and plans and their implementation
Gap 3 in the GAP model is the discrepancy between:
Poka-yoke
Huran Co., a food manufacturer, announced a contest for its customers where they could win exciting prizes if they fill in their details in the coupons they find in their cereal boxes and mail them to the company. But at the packaging section of the company, some of the workers forgot to insert the coupons in some of the cereal boxes. This led to numerous complaints from customers. To prevent this problem from happening again, it was suggested that the workers take 10 coupons and 10 boxes before they start packing the boxes, and if any coupon is left after the 10 boxes are packed, the workers recheck the boxes. This is an example of an application of the _____ concept.
Its standards apply to all types of businesses, including electronics and chemicals
Identify a true statement about International Organization for Standardization (ISO) 9000:2000
It is based on the concept of continuous improvement
Identify a true statement about kaizen
failure to understand and minimize gaps presents the risk of losing customer loyalty
Identify a true statement about the GAP model
b. 400
If an activity can be completed in 10 weeks at a cost of $3,200 instead of the normal time of 12 weeks at a cost of $2,400, then the crash cost per week for the given activity is _____.
A large sample allows small changes in process characteristics to be detected with higher probability than a small sample size
In the context of designing control charts, which of the following is true of a sample size?
activities
In the context of projects, __________ are discrete tasks that consume resources and time
in control
In the context of statistical process control and variation, if no special causes affect the output of a process, we say that the process is _______
a. It allows managers to identify the best case, worst case, and most likely case for activity times
In the context of the Project Evaluation and Review Technique (PERT), which of the following is true of the beta probability distribution approach?
detractors
In the context of the net promoter score (NPS), scores of 6 or below represent _____, unhappy customers who may spread negative comments
passives
In the context of the net promoter score (NPS), scores of 7 or 8 are associated with _____ customers who are satisfied but may switch to competitors.
controlling stage
In the project management life cycle, the ___________ involves collecting and assessing status reports, managing changes to baselines, and responding to circumstances that can negatively impact the project participants.
less than or equal to 1
Jim, a quality control manager at an apparel manufacturing company, studies and monitors quality using R-charts. He discovers a quality problem with the construction of zippers. Jim proposes that 25 samples of eight observations each be collected on a daily basis. He plans to prepare an R-chart to monitor the variation in the size of the zippers. The data collected shows that the mean length of the zippers is 15 inches and the average range is 0.5 inches. If D 3 for the R-chart is 0.136, the lower control limit (LCL R) for the R-chart will be:
d. 13 weeks
Rose is in charge of advertising a new product launched by her company. She has defined the advertising for this product as an individual project that consists of seven activities. Following are the characteristics of these activities: a. 10 weeks b. 11 weeks c. 12 weeks d. 13 weeks
b. 16 weeks
The activities, their respective immediate predecessors, and activity times for a particular project are given in the table below. Determine the earliest completion time for this project using a Gantt chart. a. 14 weeks b. 16 weeks c. 18 weeks d. 20 weeks
d. Path A-F-G-H is the critical path
The district magistrate of a city has decided to reconstruct the most frequented street of the city. He plans to block the street for the duration of the work, which will cause considerable inconvenience to the people of the city. The project has three parallel paths defined as the following
Achieving cycle time reduction
Which of the following is a core philosophy of Six Sigma
a. The activity time estimates are accurate and stable
Which of the following is an assumption made by the critical path method (CPM)
a project cuts across organizational boundaries in a typical functional organization
Which of the following is true of a typical functional organization?
It appears at random, and individual sources or causes cannot be identified or explained
Which of the following is true of common cause variation
b. It increases the total cost of the project
Which of the following is true of crashing a project?
it occurs sporadically and can be prevented
Which of the following is true of special cause variation?
c. It assumes that activities are independent of one another, with clearly defined start and finish dates.
Which of the following is true of the Critical Path Method (CPM)?
the planning stage
Which of the following stages of the project life cycle entails the scheduling of activities?