Operations Management Test 2 Questions
Little's Law states that work-in-process equals: a. (input rate) - (output rate). b. (cycle time) - (1 - utilization). c. (throughput) - (flow time). d. (orders) - (shipments).
(throughput) - (flow time)
Which of the following principal dimensions of a servicescape is made manifest by sight, sound, smell, touch, and temperature? a. Ambient conditions b. Spatial layout c. Signs, symbols, and artifacts d. Functionality
Ambient conditions
Which of the following is NOT one of the three major types of goods and services? A. Assemble-to-stock B. Make-to-stock C. Make-to-order D. Assemble-to-order
Assemble-to-stock
Which of the following services is associated with a job shop process? A. Stock trades B. Beauty salons C. Credit card authorizations D. Weddings
Beauty salons
________ refers to the physical or virtual presence of a customer in the service-delivery system during a service experience. a. Customer loyalty b. Customer contact c. Service process design d. Customer benefit package design
Customer contact
________ is the interval between successive outputs coming off the assembly line. A. Lack-of-work delay B. Balance delay C. Idle time D. Cycle time
Cycle time
________ is defined as the process of designing a product for efficient production at the highest level of quality. a. Design for reliability b. Design for manufacturability c. Design for sustainability d. Design for Environment
Design for manufacturability
Identify a TRUE statement about the LensCrafters case study. a. Low cost makes a long drive to LensCrafters worthwhile. b. LensCrafters primary focus is physical goods (i.e., eyewear). c. Each job at LensCrafters requires both technical skills and service management skills. d. Each store has a totally unique servicescape and layout that varies by location.
Each job at LensCrafters requires both technical skills and service management skills.
A paint factory is an example of a flow shop process.
F
A process layout is an arrangement based on the sequence of operations that are performed during the manufacturing of a good or delivery of a service.
F
According to Taguchi, when the variation is more about the nominal specification, the quality is better.
F
An activity consists of a group of processes, and a value chain is a group of tasks.
F
Customer complaints, as expressed in a customer's own words, are referred to as the voice of the customer.
F
Empowerment refers to allowing customers to specify how they want an otherwise generic service to be tailored to their individual needs.
F
Flow shop processes are organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers.
F
In cellular layouts, groups of equipment with similar functional characteristics are grouped together.
F
Narrow tolerances improve product functionality and performance, and reduce manufacturing costs.
F
Product simplification is the process of reducing the number of product options available to the customer, so it is the opposite of product customization.
F
Reliability decreases when redundant components are added.
F
Service-delivery systems with high customer contact are easier to design and control than low-contact systems.
F
The basic tradeoff between product and process layout is flexibility versus productivity.
F
The design of a manufactured good has the least focus on its physical characteristics.
F
The roof of the House of Quality helps to identify those technical features that have the strongest relationships to customer requirements.
F
The symbol typically used in a process map to represent a task or work activity is an oval.
F
The symbol typically used in a process map to represent movement, transfer, or flow to the next task or activity is a triangle.
F
Which of the following is NOT one of the major pattern layouts commonly used in configuring facilities? A. Process layout B. Flexible layout C. Cellular layout D. Product layout
Flexible layout
Which of the following is NOT true about a fixed-position layout? A. High demand volume B. High setup/changeover requirements C. Stationary work-in-process D. Moderate equipment utilization
High demand volume
Which of the following process characteristics is associated with a continuous flow process? A. High investment in equipment and facility B. Dedicated to a large range of goods and services C. Controlled only by human oversight D. Low volumes in fixed processing sequence
High investment in equipment and facility
The quality function deployment (QFD) process is initiated with a matrix called the ________ . a. House of Quality b. Voice of the Customer c. Service Process Design d. Value Chain
House of Quality
________ is the difference between total time available and the sum of the actual times for productive tasks A. Assembly-line efficiency B. Balance delay C. Idle time D. Cycle time
Idle time
Which of the following services is an example of a flow shop process? A. Power-generating facilities B. Security systems C. Insurance policies D. Credit card authorizations
Insurance policies
Which of the following statements about Little's Law is NOT true? a. It can be applied to different types of manufacturing and service operations. b. It is helpful in understanding process performance on an aggregate basis. c. It takes into account any randomness in arrivals and service times. d. It is based on simple averages for all variables.
It takes into account any randomness in arrivals and service times.
Which of the following is NOT true about a cellular layout? A. Low setup/changeover requirements B. Fast response to quality problems C. High job satisfaction and morale D. Low equipment utilization
Low equipment utilization
Which of the following is NOT true about a process layout? A. Low material handling costs B. More flexibility C. High worker skill requirements D. Low equipment utilization
Low material handling costs
Which of the following is NOT true about a product layout? A. High output rates B. Low work-in-process inventory C. More flexibility D. Simple planning and control systems
More flexibility
Which of the following is NOT a common reason for a facility layout study? A. New supplier is used. B. There is a significant change in demand or throughput value. C. New good or service is introduced to the customer benefit package. D. New facility is constructed.
New supplier is used.
Identify the type of layout facility in Domino's pizza restaurant. A. Product layout B. Flexible layout C. Cellular layout D. Process layout
Product layout
Which of the following types of layout supports a smooth and logical flow where all goods or services move in a continuous path from one process stage to the next, using the same sequence of work tasks and activities? A. Process layout B. Flexible layout C. Cellular layout D. Product layout
Product layout
Which of the following types of services constrain customers to follow a very small number of possible and predefined pathways through the service system? a. Provider-routed services b. Value-added services c. Resource-utilization services d. Customer-routed services
Provider-routed services
________ is an approach to guide the design, creation, and marketing of goods and services by integrating the voice of the customer into all decisions. a. Quality function deployment b. Customer benefit package design c. Service-encounter design d. Business analytics
Quality function deployment
Which of the following is NOT one of the four principal types of processes used to produce goods and services? A. Project B. Continuous flow C. Job shop D. Radical redesign
Radical redesign
________ is the activity of developing an efficient sequence of activities to satisfy both internal and external customer requirements. a. Business analytics b. Empowerment c. Service process design d. Customer benefit package design
Service process design
An assembly line is an example of a product layout.
T
As one moves down the diagonal of the product-process matrix, the emphasis on both product and process structure shifts from low volume and high flexibility to higher volumes and more standardization.
T
Cellular layouts facilitate the processing of families of parts with similar processing requirements.
T
Customer-routed services are those that offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service-delivery system.
T
For manufactured goods, form addresses the important customer need of aesthetics
T
Identifying and breaking process bottlenecks will reduce both waiting and work-in-process inventory.
T
In a servicescape, signs, symbols, and artifacts are the more explicit signals that communicate an image about a firm.
T
One minus efficiency represents the amount of idle time that results from imbalance among workstations and is called the balance delay.
T
Product layouts are less flexible than process layouts.
T
Safety is a function of the job, the person performing the job, and the surrounding environment.
T
Service facilities have a greater range of resource utilization.
T
Some process layout software programs try to optimize the total closeness rating of a layout.
T
The four major layout patterns commonly used in configuring facilities are product, process, cellular, and fixed-position layouts.
T
The goal of reengineering is to achieve quantum leaps in performance.
T
The product-process matrix is a model that describes the alignment of process choice with the characteristics of the manufactured good.
T
The servicescape provides the behavioral setting where service encounters take place.
T
The three major types of goods and services are standard, option-oriented, and custom.
T
From which of the following perspectives must service design be addressed? a. The benefit package configuration b. The service-recovery system c. The service encounter d. The market evaluation
The service encounter
________ is the fraction of time a workstation or an individual is busy over the long run. a. Utilization b. Flow time c. Productivity d. Cycle time
Utilization
A pathway is: a. an alignment of manufactured goods. b. a process map entry or exit point. c. a means of reducing a bottleneck. d. a unique route through a service system.
a unique route through a service system.
A House of Quality contains all of the following information EXCEPT ________ . a. customer requirements b. supplier estimations c. competitive evaluations d. technical features
a. supplier estimations
A product layout dedicated to combining the components of a good or service that has been created previously is a (n) ________ . A. work cell B. transformation system C. coupling center D. assembly line
assembly line
A facility arrangement that is made up of self-contained groups of equipment needed for producing a particular set of goods or services is a ________ . A. product layout B. flexible layout C. cellular layout D. process layout
cellular layout
A process map uses a(n) ________ symbol to denote a decision which results in taking alternative paths. a. triangle b. rectangle c. oval d. diamond
diamond
The ________ assumes that any value within the tolerance range is acceptable, but those outside are not. a. House of Quality b. goal-post model c. Taguchi loss function d. quality function deployment technique
goal-post model
The procedure of classifying parts and services into families to be processed in work cells is called ________ . A. traits analysis B. group technology C. batch processing D. commonality identification
group technology
The vertical expansion of job duties to give a worker more responsibility is called ________ . A. job enlargement B. empowerment C. delegation D. job enrichment
job enrichment
A facility arrangement that consists of a functional grouping of equipment or activities that do similar work is a ________ . A. product layout B. flexible layout C. cellular layout D. process layout
process layout
The sequence of all process activities and tasks necessary to create and deliver a desired output or outcome is described by a: a. process map. b. process chain. c. process matrix. d. process boundary
process map.
Which layout pattern is used by service organizations that provide highly standardized services? A. product layout B. flexible layout C. cellular layout D. process layout
product layout
The process of building prototypes quickly to reduce product development cost and time to market is known as ________ . a. packaged prototyping b. mass prototyping c. virtual prototyping d. rapid prototyping
rapid prototyping
The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements is the definition of: a. value streaming. b. streamlining. c. reengineering. d. blueprinting.
reengineering
The bottom of a House of Quality identifies the technical features that have ________ . a. high competitive performance b. the highest quality c. the weakest relationships to customer requirements d. strong selling points
strong selling points
The four levels of work in the order of aggregation (disaggregated to aggregated) are: a. process, task, activity, value chain. b. task, activity, process, value chain. c. task, process, activity, value chain. d. activity, task, process, value chain.
task, activity, process, value chain.
In Taguchi's loss function, L(x) = k(x - T)2 , x denotes: a. a constant that translates the deviation into dollars. b. the tolerance level. c. the actual value of the dimension. d. the permissible variation.
the actual value of the dimension.
The service-encounter activity sequence depends on two factors: the degree of customer discretion, freedom, and decision-making power in selecting the service-encounter activity sequence and: a. the customer's level of technological sophistication. b. the value of the activities involved in delivering the service. c. the degree of repeatability of the service-encounter activity sequence. d. the alignment of process choice with the characteristics of the service.
the degree of repeatability of the service-encounter activity sequence.
To minimize the number of workstations for a given production rate or maximize the production rate for a given number of workstations, one needs all of the following information EXCEPT: A. the precedence relations among the tasks. B. the desired assembly line efficiency. C. the desired output rate or forecast of demand. D. the set of tasks to be performed and their required time.
the desired assembly line efficiency.
The average number of entities completed per unit time from a process is called ________ . a. throughput b. bottleneck c. demand rate d. service rate
throughput
The typical symbol used in a process map to represent a waiting process is a(n) ________ . a. rectangle b. diamond c. oval d. triangle
triangle
Reliability is defined as the probability that a manufactured good, piece of equipment, or system performs its intended function for a stated period of time ________ . a. under specified operating conditions b. at maximum capacity c. under a skilled operator d. before needing repairs
under specified operating conditions
Lean servicescape environments are: a. automated. b. Web-based. c. minimally staffed. d. very simple.
very simple.
