Production & Operations Ch. 13-15

_____ are special types of data collection forms in which the results may be interpreted on the form directly without additional processing.

checksheets

Manufactured parts and purchased parts are examples of _____.

components

In General Electric's Six Sigma problem-solving approach, the _____ phase involves determining ways to maintain the improvements.

control

Which of the following steps is performed at the time of aggregate planning?

demand forecasting

_____ are crucial for good aggregate planning and capacity utilization.

demand management strategies

Resource management for most service-providing organizations generally requires as many intermediate levels of planning as it does for manufacturing.

false

Six Sigma cannot be applied to service processes.

false

The purpose of a master production schedule (MPS) is to break down the aggregate planning decisions into such details as order sizes and schedules for individual subassemblies and resources by week and day.

false

Two examples of process-focused performance measures for sequencing rules are tardiness and lateness.

false

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.

false

Question Workspace Which of the following service organizations is likely to use a three-level resource planning similar to manufacturing firms?

fast food restaurant

In a six sigma process, moving from a three- to a four-sigma level requires about a 10-fold improvement, and moving from a five- to a six-sigma level requires almost a _____.

70-fold improvement

Which of the following statements is true of kaizen?

Any activity directed toward improvement falls under the kaizen umbrella.

Gap 1 in the GAP model is the discrepancy between:

Customer expectations and management perceptions of those expectations

Which of the following statements is true of International Organization for Standardization (ISO) 9000:2000?

It prescribes documentation for all processes affecting quality

_____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period.

a kaizen event

The purpose of _____ is to translate the aggregate plan into a separate plan for individual finished goods.

a master production schedule

Which of the following is a core philosophy of Six Sigma?

achieving cycle time reduction

In the context of disaggregation in manufacturing, lot-for-lot (LFL) is an ordering schedule that covers the _____ for each week.

gross requirements

External failure costs can be defined as costs:

incurred after poor-quality goods or services reach the customer

Which of the following statements is true of Gap 3 in the GAP model?

it recognizes that manufacturing and service delivery systems must execute quality specifications well

Which of the following statements is true of the poka-yoke concept?

it uses automatic devices or methods to avoid simple human error

In the context of aggregate planning options, which of the following costs are an implication of subcontracting?

overhead costs

A _____ is a quality control (QC) tool that helps separate the vital few causes from the trivial many and provides direction for selecting projects for improvement.

pareto diagram

In the context of sequencing, _________ is the amount of time by which the completion time exceeds the due date of a job.

tardiness

In the context of operations management, triage nurses deciding on the order in which emergency patients are to be treated is an example of _____.

sequencing

Question Workspace In the context of operations management, _____ refers to determining the order in which jobs or tasks are processed.

sequencing

In the context of sequencing, the _____ minimizes the average lateness of a set of jobs.

shortest processing time rule

In the context of sequencing, the _____ tends to maximize resource utilization.

shortest processing time rule

_________ are targets and tolerances determined by designers of goods and services.

specifications

Capacity requirements are computed by multiplying the number of units scheduled for production at a work center by the:

the unit resource requirements and then adding in the setup time

Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.

true

The Clarke-Wright Heuristic Method is used to solve the common scheduling problem in logistics that involves determining routes from a central depot or warehouse to many customers.

true

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

The time bucket used in materials requirements planning (MRP) explosion process is usually a _____.

week

According to Philip B. Crosby's Absolutes of Quality Management, the only performance standard is _____, which represents the philosophy of preventing faults in goods and services rather than finding them after the fact and fixing them.

zero defects

An electronic gadgets store requires the following minimum number of employees, each of whom is required to have two consecutive days off. Mon; 9Tue; 2Wed; 8Thur; 6Fri; 9Sat; Sun;3 If there are no day offs provided on Thursday and Friday, the number of employees required to work on Thursday as per the final employee schedule is _____.

10

In a furniture factory, a component requires 1 hour of labor per unit in Work Center C and 2 hours of setup time. The planned order release (order size) for a week is 100 units. What is the capacity requirement for a week at Work Center C?

102

In an automobile factory, a component requires 0.75 hours of labor per unit in Work Center A and 1 hour of setup time. The planned order release (order size) for a week is 200 units. What is the capacity requirement for a week at Work Center A?

151 200 * .75 + 1hr

A company currently has no items in inventory. The demand for the next four months is 200, 400, 250, and 350 units. Assuming a level production rate of 350 units per month, determine the ending inventory at the end of the fourth month.

200

In a garments factory, a part requires 0.10 hours of labor per unit in Work Center B and 1 hour of setup time. The planned order release (order size) for a week is 2000 units. Which of the following is the capacity requirement for a week at Work Center B?

201

A movie theater requires the following minimum number of employees, each of whom is required to have two consecutive days off. Day/min number of Mon/1 Tue/1 Wed/3 Thur/2 Fri/5 Sat/4 Sun/3 Using the staff scheduling method, it is determined that the number of employees required as per the final employee schedule is _____.

5

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.

67757 error per mil

A company currently has 100 items in inventory. The demand for the next four months is 500, 800, 900, and 300 units. Determine the monthly production rate if a level strategy is selected with the goal of ending the fourth month with 400 units in inventory.

700units/month

A grocery store requires the following minimum number of employees, each of whom is required to have two consecutive days off. Day/min. employees req. Mon- 8 Tues- 1 Wed- 7 Thurs- 5 Fri- 8 Sat- 1 Sun- 2 If there is no day off on Monday, the number of employees required to work on Monday as per the final employee schedule is _____.

9

_________ is the process of determining the amount of labor and machine resources required to accomplish the tasks of production on a more detailed level, taking into account all component parts and end items in the materials plan.

Capacity requirements planning

In General Electric's Six Sigma problem-solving approach, the improve phase involves:

Confirming the key variables and quantifying their effects on the critical-to-quality characteristics

A new surgical facility called Cut & Sew has opened in the United States. The branches of the facility are spread throughout the country. These are job shops that handle a variety of outpatient surgical procedures. The process of the facility is set up in a way that one doctor will cut and another will sew. The data regarding the patients and the estimated time for cutting and sewing for each patient are given in the following table: Patient; Cut Time (hours); Sew Time (hours) A; 2.3; 2.8 B; 2.5; 3.0 C; 2.0; 1.5 D; 0.6; 1.0 E; 3.6; 2.6 Using Johnson's sequencing rule, the final sequence of the patients is _____.

D-A-B-E-C

Five jobs are ready for processing at time zero through a workstation. The details regarding the processing time and the due date of completion are provided in the following table. Job Processing Days Due A/5/4 B/4/1 C/6/2 D/3/5 E/2/3 Using Johnson's sequencing rule, it can be concluded that the final sequence of the job is _____.

E-D-A-C-B

Identify a true statement about the GAP model.

Failure to understand and minimize gaps presents the risk of losing customer loyalty.

_________ 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.

ISO 9000: 20000

Which of the following statements is true of the International Organization for Standardization (ISO)?

It adopted a series of written quality standards in 1987.

Which of the following statements is true of the GAP model?

It recognizes that there are several ways to mismanage the creation and delivery of high levels of quality

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.

Its standards apply to all types of businesses, including electronic and chemicals.

Which of the following is the correct sequence for disaggregating an aggregate production plan in manufacturing firms?

Master production scheduling, materials requirements planning, and capacity requirements planning

Which of the following is a key point of Philip B. Crosby's Absolutes of Quality Management philosophy?

Quality is free

Which of the following is a framework for evaluating the quality of both goods and services and identifying where to focus design and improvement efforts?

The GAP model

Which of the following is true of aggregate plans?

They focus on total capacity requirements.

_____ are costs expended on ascertaining quality levels through measurement and analysis of data to detect and correct problems.

appraisal costs

For goods-producing firms, at which of the following levels of resource planning does scheduling for individual subassemblies and resources by week and day take place?

disaggregation

_________ is the process of translating aggregate plans into short-term operational plans that provide the basis for weekly and daily schedules and detailed resource requirements.

disaggregation

In the context of scheduling, the Clarke-Wright Heuristic Method starts by assuming that:

each job must be processed first on Resource #1 and then on Resource #2

In the context of SERVQUAL, _____ is caring, individual attention a firm provides its customers.

empathy

Which of the following is true of a level production strategy?

equipment schedules are stable

_________ refers to moving work from one workstation to another, assigning people to tasks, setting priorities for jobs, scheduling equipment, and controlling processes.

execution

Service firms frequently take their aggregate plans and disaggregate them down to the:

execution level

Which of the following lot sizing rules bases the order quantity on a standard-size container or pallet load?

fixed-order quantity rule

Which of the following lot sizing rules is best applied when setup or order costs are high?

fixed-order quantity rule

Which of the following lot sizing rules is best applied when the inventory-carrying costs are low?

fixed-order quantity rule

In the context of sequencing, _____ is the amount of time a job spent in the shop or factory.

flow time

_________ in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

gap 4

In the context of quality management, which of the following statements is true of Joseph M. Juran?

he stated that to get the top management's attention, quality issues must be cast in the language of money

A short makespan aims to achieve _____.

high equipment utilization

A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

histogram

In General Electric's Six Sigma problem-solving approach, the define phase involves:

identifying customers and their priorities

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 _____.

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.

internal failure costs

In a chase demand strategy, _____.

inventories are reduced

The lot-for-lot (LFL) rule is best applied when:

inventory-carrying costs are high

Which of the following statements is true of Dr. W. Edwards Deming's philosophy of quality management?

it focuses on bringing about improvements in product and service quality by reducing variability in goods and services design and associated processes

Which of the following is true of the lot-for-lot (LFL) rule?

it ignores the costs associated with purchase orders

Identify a true statement about kaizen.

it is based on the concept of continuous improvement

Which of the following is true of a master production schedule (MPS)?

it provides a means for evaluating alternative schedules in terms of capacity requirements.

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 _____.

kaizen

In the context of sequencing, _________ is the difference between the completion time and the due date of a job.

lateness

In the context of aggregate planning options, which of the following costs are an implication of allowing stockouts?

lost sales and customer loyalty costs

A master production schedule (MPS) is usually determined by the known customer orders in:

make to order industries

In the context of sequencing, _________ is the time needed to process a given set of jobs

makespan

_________ is the process of using the logic of dependent demand to calculate the quantity and timing of orders for all subassemblies and components that go into and support the production of the end item(s).

materials requirements

In the context of sequencing, the shortest processing time (SPT) rule tends to:

minimize work-in-process inventory

In the context of sequencing, the earliest due date (EDD) rule:

minimizes the maximum number of jobs past due

Five jobs are ready for processing at time zero through a workstation. The details of the processing time and the due date of completion is provided in the following table. Job; Processing Time (days); Due Date (days) A; 5; 11 B; 6; 16 C; 3; 19 D; 4; 10 E; 2; 9 Using the earliest due date (EDD) rule, the average lateness for the five jobs is:

more than -2 but less than or equal to 2 days.

Five jobs are ready for processing at time zero through a workstation. The details of the processing time and the due date of completion is provided in the following table. Job; Processing Time (days); Due Date A; 6; 18 B; 3; 14 C; 4; 9 D; 5; 19 E; 2; 11 Using the earliest due date (EDD) rule, the average flow time for the five jobs is _____.

more than 10 but less than or equal to 12 days

Five jobs are ready for processing at time zero through a workstation. The details of the processing time and the due date of completion is provided in the following table.Job; Processing Time (days);Due Date A; 8; 12 B; 4; 9 C; 3; 6 D; 7; 7 E; 5; 20 Using the shortest processing time (SPT) rule, it can be concluded that the average flow time for these five jobs is _____.

more than 12 but less than or equal to 14 days.

There are five jobs in a factory. All these jobs have to go through two workstations for processing. Each job is processed on Workstation #1 and then on Workstation #2. The processing time for each job on each workstation is given below.Job; Time on Workstation #1 (minutes); Time on Workstation #2 (minutes) A; 50; 50 B; 20; 8 C; 25; 50 D; 30; 12 E; 11; 22 F; 11; 19 Using Johnson's sequencing rule, it can be concluded that the makespan of the sequence is

more than 150 but less than or equal to 200 minutes.

Five jobs are ready for processing at time zero through a workstation. The details regarding the processing time and the due date of completion are provided in the following table. Job Processing Days Due A/3/14 B/7/18 C/2/12 D/5/11 E/6/16 Using the shortest processing time (SPT) rule, it can be concluded that the maximum tardiness is:

more than 4 but less than or equal to 6 days

An ultimate stretch goal of all organizations that adopt a Six Sigma philosophy is to have all critical processes at a level of:

near-zero defects

Staff scheduling problems are prevalent in service organizations because:

of high variability in customer demand

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.

poka-yoke

_____ is an approach for mistake-proofing processes, using automatic devices or methods to avoid simple human error.

poka-yoke

Which of the following is a prevention cost?

process control costs

Gap 3 in the GAP model is the discrepancy between:

quality specifications documented in operating and training manuals and plans and their implementation

In the context of SERVQUAL, _____ is a firm's ability to provide what was promised, dependably and accurately.

reliability

In the context of operations management, _________ refers to the assignment of start and completion times to particular jobs, people, or equipment.

scheduling

In the context of root cause analysis, the approach that forces one to redefine a problem statement as a chain of causes and effects to identify the source of the symptoms is specifically called _____.

the 5-way technique

Gap 5 in the GAP model is the difference between:

the customer's expectations and perceptions

In a two-resource sequencing problem, _____.

the goal is to minimize makespan

Which of the following lot sizing rules is best applied when setup or order costs are low?

the lot-for-lot rule

In industries where jobs have low skill requirements, changing workforce levels can be cost effective.

true

Customized scheduling spreadsheets use readily available software such as Microsoft Excel, but may be rather expensive to develop.

true

Different industries use different software packages for scheduling because every industry has different problem structures.

true

Enterprise resource planning (ERP) systems integrate all aspects of a business into a unified information system.

true

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.

true