Operations management MC
Which of the following is a best practice for resolving customer complaints about waiting too long for service ?
Train employees to resolve problems promptly with first customer contact .
Which of the following warehouse locations is best for tens of thousands of different , high - volume , boxed items with seasonal demand ?
AS / MRS ( Automatic Storage / Manual Retrieval System )
Which of the following describes a Total Quality Management ( TQM ) program ?
ATQM program examines a process flow chart to identify and improve problematic steps .
Through their relationship , American Airlines and JetBlue pool their gates , takeoff slots , and landing slots , market and sell one another's flights , and introduce new routes . This cooperative agreement between independent organizations that reduces risks is an example of which of the following ?
An alliance
Which of the following is ethical conduct for a company that produces fingerprint examination kits for children ?
Audit suppliers , sample incoming raw materials , and reject toxic raw material shipments
Which of the following approaches will best help an operations manager to reduce the time variance of a car wash service ?
Automate the drying process
Which of the following is a production technology application used by Wal - Mart to place and pick medium volume items in their warehouses ?
Automated storage and retrieval system ( AS / RS )
Using Table 2 , for which metric does Express Party Supplies have the worst performance compared to the industry benchmark ?
Average order fulfillment lead - time
Which of the following will help a company generate new product design ideas ? Check all that apply .
Brainstorm Innovative product development culture . Evaluate customer feedback and requests
The operations manager for a grocer is on a team to develop strategies to reduce the amount of food discarded due to spoilage . Which Total Quality Management tool will help the operations manager identify which foods , methods , employees , and equipment contribute to grocery store losses from food spoilage ?
Cause - and - Effect Diagram
Which TQM tool can be used to illustrate which personnel , equipment , methods , and materials contributed to a stock - out of medical equipment pressure gauges at a factory producing respiratory equipment ?
Cause - and - effect diagram
Which of the following strategies will lower finished goods inventory ? Check all that apply .
Channel assembly Postponement
Suppose a bank with 500 branch locations is developing user - friendly banking kiosks . Which method will help the bank president of retail banking consider the views of individual clients to forecast demand for the number of banking kiosks per branch location next year ?
Consumer market survey
Which of the following describes a jeweler using one supplier for silver rope chain necklaces while using another company to supply silver rope chain bracelets where each supplier acts as a backup for the other ?
Cross - sourcing
What are the units for multifactor productivity of a fish market serving a number of customers by using hours of labor , square feet of facility space , equipment cost , and pounds of fish ?
Customers / $
Suppose a bank with 500 branch locations is considering upgrading their automated teller machines ( ATMs ) to use iris biometric authentication ( measurement of the unique patterns in the colored circle of the eye to verify and authenticate identity ) . Which method will help the bank president of consumer business consider the views of experts to forecast demand for ATMs over the next three years ?
Delphi Method
Which of the following will the assembly drawing in Figure 1 portray about a product design ? Check all that apply .
Details relative locations to show how to put the product together Shows exploded view of the product
Which approach will help an operations manager improve the labor productivity of a fish market ?
Double the number of scales to eliminate employee waiting time for scales
When a small business in Pensacola recalls a new product , which of the following costs of quality are they incurring ?
External failure costs
A non - profit in Pensacola has an outstanding total quality management ( TQM ) program . If the CEO seeks national recognition for the TQM program , which of the following could the non - profit seek ?
Malcolm Baldrige National Quality Award
Which of the following are benefits of service design for automation ? Check all that apply .
Facilitates identification and refinement of each service step Extends use of human talent focus innovation and supervision Enables tracking and reallocation of unused resources
Which of the following poses an external elements measurement problem for a truck driver tracking multifactor productivity over a two - month period with a truck that is under warranty ?
Fluctuating fuel costs
Which of the following management decision tools illustrates the estimated completion time for a new project to train the labor force on internet security practices ?
Gantt chart
Which of the following is a determinant of service quality at an airline ?
High percentage of on - time departures
Which of the following will the assembly chart shown in Figure 2 portray about a product design ? Check all that apply .
Identifies the production point where components flow into subassemblies Identifies the production point where subassemblies flow into the final product
Using Table 2 , which of the following will help Express Party Supplies improve their average order placement time ?
Improve navigation and quality of product suggestions .
Using Table 2 , which of the following will help Express Party Supplies improve their weakest order metric ?
Increase effective capacity of order picking .
If the operations manager of a bicycle repair shop wants to improve yield , which of the following approaches should the operations manager use ?
Increase repair effectiveness with technician training
Which of the following is an ethical approach to process design ?
Insulate equipment to reduce energy consumption .
Which of the following provide new product opportunities ? Check all that apply .
Introduction of EPA's new energy star most efficient distinction Advances in artificial intelligence Migration from city center to suburbs
Which of the following phases of the product life cycle focuses on process design and supplier development ?
Introduction phase
If a bakery continuously seeks to improve their sugar cookie recipe , which of the following approaches are they using to enhance quality ?
Kaizen
Quality is satisfying and exceeding the customer's needs and expectations to develop customer
Loyalty
Which of the following supplier strategies is commonly used for commodities ?
Many suppliers
Which decision tool will help a soup manufacturer to reduce the project design lead time while allowing other soup recipes to share the same base ?
Modular design
Suppose a bank is forecasting monthly demand for their certificates of deposit ( CDs ) . Which method supports the bank president's perspective that monthly demand from each of the past 3 months are equally relevant ?
Moving average
For an eight - employee accounting firm , which forecasting method below best supports the principal executive officer's belief that the August , September , October , and November demand are equally relevant to forecast demand in December ?
Moving average ( n = 4 )
Which decision tool will help a medical equipment manufacturer determine the ratio of ventilators produced to the total cost of labor , energy , components , and overhead ?
Multifactor productivity
Did the orange juice bottling plant achieve Taguchi Concepts target with their performance in Table 2 ?
No
Based on the scenario description and Table 2 , which of the following samples is an outlier on the p - chart for the fraction of bottles with defects ? Check all that apply .
None of the sample fractions is an outlier on the p - chart
Who may be part of the product design team ? Check all that apply .
Operations manager Packaging engineer Logistics manager Marketing associate Industrial engineer Product stewardship specialist
Using Table 2 , for which metric does Express Party Supplies have the best performance compared to the industry benchmark ?
Order fill rate
Which of the following will an engineering drawing portray about a product design ? Check all that apply .
Part dimensions . Part material
Which of the following means of shipping is most efficient for transporting petroleum over one thousand miles inland from New Orleans , Louisiana to Omaha , Nebraska ?
Pipelines
If McDonald's uses a french fry scoop and standard - sized container to measure the correct quantity , which quality approach is described ?
Poka - yoke
Which of the following is a tool of process analysis and design that will best provide an operations manager of a brake hose manufacturing plant with the distance between activities , the type of activity , a brief description of each activity , and the time of each activity in order to determine the percentage of material handling time ?
Process chart
Which of the following tools will best help an operations manager to evaluate which of the 150 menu items to continue offering and which to phase out ?
Product - by - value analysis .
Which management tool aids in project scheduling by using three time estimates per activity ?
Program evaluation review technique
Which decision tool will help a medical equipment manufacturer determine how to translate customer requirements into product and process attributes and design targets ?
Quality Function Deployment ( QFD )
Which of the following is a production technology application used by FedEx to track airplane parts for maintenance needs ?
RFID ( radio frequency identification )
Which of the following are benefits of product design for automation ? Check all that apply .
Reduces manual assembly steps and labor requirements Enables more consistent assembly process quality Facilitates more accurate alignment for assembly
Which of the following is a tool of process analysis and design that will best help an operations manager of an automotive maintenance and repair facility determine the potential failure points and indicate the poka - yoke techniques to add to improve quality ?
Service blueprinting
Which of the following will increase multifactor productivity for the fish market ? Select all that apply .
Share inventory information with suppliers to reduce out - of - stocks Purchase energy - efficient lightbulbs such as LEDs ( light emitting diodes ) instead of traditional incandescent lightbulbs
Which of the following at an aquatic center is an example of natural cause variation in the start time for a swimming lesson ?
Start time variation due to common cause variation
Which of the following are benefits of computer aided design ( CAD ) ? Check all that apply .
Supports assembly troubleshooting during the design stage Decreases product development time by a design team with members in four different countries Enables multidimensional modelling for prototypes
Determine whether the cobalt alloy is capable if the average machinability is 10.0 surface ft / min with standard deviation 0.60 surface ft / min , upper specification 12.0 surface ft / min , and lower specification 9.0 surface ft / min .
The cobalt alloy machinability is not capable because Cpk = 0.56
If the operations manager for a company with 10 drills calculates the mean absolute deviation ( MAD ) of the number of drill bit replacements for each of the years shown in Table 4 , which the best description of her calculation of MAD ?
The managerial forecasting error for the past six years was 5drill bit replacements on average
For an operations manager to calculate the expected task completion time , which inputs are necessary ? Select all that apply .
The most likely time of The pessimistic time of the task The optimistic time of the task
Based on the scenario description and Table 2 , which of the following statements is true for the operations manager at the orange juice bottling plant ?
The operations manager should look for assignable causes for the variation in defects .
Based on the scenario description and Table 2 , which of the following statements are true ? Check all that apply .
There are two samples within the control limits that are close to the lower control limit . There are five or more samples in a row below the mean . There are five or more samples in a row above the mean .
For question 9 , read the Guidelines for Designing for Automation Because automation provides repeatability for more consistent quality and facilitates data collection and organization while using less human labor , the use of automation is escalating . Some helpful Design for Automation guidelines include the following . Which of the following is a design concept that supports Design for Automation ?
Use modular product design .
Which of the following is a tool of process analysis and design that will best help an operations manager of a brake hose manufacturing plant illustrate and evaluate the flows and inventory beyond the manufacturing plant ?
Value - stream mapping
Suppose QD is a delivery contractor that is increasing the size of its delivery vehicle fleet . Select all of the equipment considerations they should evaluate for risk reduction , economics and / or ethical reasons .
What are the environmental impacts of the vehicles ? Can the new delivery vehicles use the same vehicle parts ? What are the energy costs to run the vehicles ? What are the safety features of the vehicles ? What is the company's reputation and the vehicle model reputation for reliability ?
Which of the following is a question that PERT can answer
What is the probability that the project will be completed within twenty days?
Which of the following is a question that an ES - EF ( Earliest Start - Earliest Finish ) Gantt Chart can answer ?
What is the project length ?
Determine whether the robot is capable if the average welding strength is 12.0 KSI with standard deviation 0.48 KSI , upper specification 14.0 KSI , and lower specification 11.0 KSI .
low The welding strength is not capable because Cpk = 0.694
Which of the following is a subjective input for seasonal indices applied to a forecast for the next twelve months ?
the estimate for next year's total demand
Based on the scenario description and Table 2 , what are the statistical process control limits to include 99.73 % of the random variation in the fraction of bottles with defects ?
ⒸLower Control Limit ( LCL ) = 0 and Upper Control Limit ( UCL ) = 0.246