Chapters 5-7
Resources that are held by the public are said to be resources in the A. common. B. joint. C. sharing. D. domain.
A. common
What is an electronically guided and controlled cart used to move materials? A. CNC B. AGV C. RFID D. AIS
B. AGV
Which of the following is an award for quality achievement in Japan? A. Tokyo Medal for Excellence in Quality B. Deming Prize C. Malcolm Baldrige National Quality Award D. ISO 9000
B. Deming Prize
The American Society for Quality defines quality as A. how well a product fits patterns of consumer preferences. B. the degree of excellence at an acceptable price and the control of variability at an acceptable cost. C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. D. even though it cannot be defined, you know what it is.
C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
Which of the following is NOT a tool for process analysis and design? A. flowchart B. process chart C. process mapping D. Pareto chart
D. Pareto chart
Which of the following statements is NOT true regarding a bill of material (BOM)? A. A BOM cannot be referenced on other bills of material. B. A BOM lists the hierarchy of components and their description. C. In the food-service industry, BOMs manifest themselves in portion-control standards. D. A BOM lists the quantity of each component required to make one unit of a product.
A. A BOM cannot be referenced on other bills of material.
What is the key tool for reducing industrial greenhouse gas emissions in the European Union? A. EUETS B. ISO C. UNFCCC D. GHG
A. EUETS
Which of the following is NOT a regulatory agency that provides guidance and standards of operations for manufacturing and assembly activities? A. EUETS B. state and local agencies that regulate workers rights and employment standards C. OSHA D. EPA
A. EUETS
Which of the following is NOT one of the techniques for building employee empowerment? A. Eliminate formal organization structures such as teams and quality circles. B. Build high-morale organizations. C. Develop open, supportive supervisors. D. Build communication networks that include employees.
A. Eliminate formal organization structures such as teams and quality circles.
Which of the following statements is NOT true regarding joint ventures? A. Joint ventures are more likely to work when the risks are unknown. B. Joint ventures are firms establishing joint ownership to pursue new products or markets. C. Ownership can be 50-50, or one owner can assume a larger portion to ensure tighter control. D. Joint ventures are usually between just two firms.
A. Joint ventures are more likely to work when the risks are unknown.
Which of the following statements is NOT true about sustainability? A. Sustainability focuses only on environmental resources. B. Sustainability refers to meeting the needs of the present without compromising the ability of future generations to meet their needs. C. Green manufacturing is part of sustainability. D. Sustainability is often associated with corporate social responsibility.
A. Sustainability focuses only on environmental resources.
Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality? A. The manager may be able to influence the quality of the service but has little control over the customers' expectation. B. The operations manager should realize that the customer' expectations are the standard against which the service is judged. C. The tangible component of many services is important. D. Managers must expect exceptions.
A. The manager may be able to influence the quality of the service but has little control over the customers' expectation
What are cooperative agreements that allow firms to remain independent, but pursue strategies consistent with their individual missions? A. alliances B. joint ventures C. enhancements and migration D. acquisitions
A. alliances
Stacked Resaurants lets customers choose ingredients for their sandwhiches using A. an iPad menu. B. playing cards. C. a telephone at the table. D. a moving conveyor belt.
A. an iPad menu
Which of the following regions of a process chain includes the process steps that involve interaction between participants? A. direct interaction region B. independent processing region C. substitute interaction region D. surrogate interaction region
A. direct interaction region
The five core elements of ISO 14000 are A. environmental management, auditing, performance evaluation, labeling, and life cycle assessment. B. environmental management, planning, performance evaluation, labeling, and life cycle assessment. C. environmental management, planning, performance evaluation, labeling, and value analysis. D. environmental management, auditing, performance evaluation, labeling, and value analysis.
A. environmental management, auditing, performance evaluation, labeling, and life cycle assessment.
A route sheet A. lists the operations necessary to produce the component. B. is an instruction to make a given quantity of a particular item. C. shows in schematic form how a product is assembled. D. is a correction or modification of an engineering drawing or bill of materials.
A. lists the operations necessary to produce the component.
What is the fundamental rethinking of business processes to bring about dramatic improvements in performance? A. process redesign B. process analysis C. process design D. process strategy
A. process redesign
Listing products in descending order of their individual dollar contribution to the firm is called: A.product-by-value analysis. B.brainstorming. C.product life cycle. D.product decision.
A. product-by-value analysis.
Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its promises? A. reliability B. competence C. credibility D. responsiveness
A. reliability
In many applications, human quality inspectors can be replaced effectively by A. vision systems. B. RFID tags. C. automated storage and retrieval systems. D. FMS.
A. vision systems
What is the percentage defective in an average lot of goods inspected through acceptance sampling? A. OC curve B. AOQ C. AQL D. LTPD
B. AOQ
Which of the following determinants of service quality means approachability and ease of contact? A. courtesy B. access C. security D. tangibles
B. access
Which service strategy describes separating services that may lend themselves to some type of automation? A. modules B. automation C. focus D. separation
B. automation
Self-checkout at a grocery store is an example of A. delayed customization. B. customer participation in service delivery. C. customer participation in service design. D. complete automation.
B. customer participation in service delivery
What is the ability to respond with little penalty in time, cost, or customer value? A. mass customization B. flexibility C. repetitive process D. postponement
B. flexibility
Which of the following could reduce costs and increase profit? A. improved response B. increased productivity C. flexible pricing D. improved reputation
B. increased productivity
Which of the following phases of the product life cycle has negative cash flow and increasing spending on development and production? A.growth phase B.introductory phase C.decline phase D.maturity phase
B. introductory phase
Which of the following is an external product development strategy? A. migrations of existing products B. joint ventures C. enhancements to existing products D. new internally developed products
B. joint ventures
What are the three Ps in the triple bottom line of the three Ps? A. product, planet, and profit B. people, planet, and profit C. people, product, and profit D. people, planet, and product
B. people, planet, and profit
Which of the quadrants in the service process matrix has high labor intensity and high customization? A. mass service B. professional service C. service factory D. service shop
B. professional service
Taguchi's quality loss function is based on a A. binomial distribution. B. quadratic equation. C. linear equation. D. negative exponential distribution.
B. quadratic equation
Which of the following is NOT an external failure cost? A. lost goodwill B. scrap C. costs to society D. returned goods
B. scrap
Moving a product from development to production is referred to as A. product development. B. transition to production. C. product definition. D. product design.
B. transition to production
Which of the following is a characteristic of the maturity phase of the product life cycle? A. products are "fine-tuned." B. products are considered for termination. C. competitors are well established D. product designs begin to stabilize.
C. Competitors are well established
Which of the following is NOT true regarding corporate social responsibility? A. Companies that practice corporate social responsibility introduce policies that consider environmental, societal, and financial impacts in their decision making. B. The operations function plays a profound role in meeting corporate social responsibility. C. Corporate social responsibility only requires firms to focus on environmentally friendly product disposal. D. Corporate social responsibility means "doing what's right" and doing it properly, which can be beneficial to all stakeholders.
C. Corporate social responsibility only requires firms to focus on environmentally friendly product disposal
Which of the following statements is NOT true regarding production technologies? A. Robots are mechanical devices that use electronic impulses to activate motors and switches. B. CNC is machinery with its own computer and memory. C. Flexible manufacturing systems and computer-integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production. D. Vision systems combine video cameras and computer technology and are often used in inspection roles.
C. Flexible manufacturing systems and computer-integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production
What is the first step to build a house of quality? A. Identify how the good/service will satisfy customer wants. B. Relate customer wants to product hows. C. Identify customer wants. D. Determine the desirable technical attributes.
C. Identify customer wants
Which of the following statements is TRUE regarding the approach Japanese organizations use for product development? A. The Japanese approach to product development is an organization with distinct departments. B. Japanese organizations assign a product manager to "champion" the product. C. Japanese organizations bypass the team issue by not subdividing organizations into research and development, engineering, production, and so forth. D. Japanese organizations use teams to develop products.
C. Japanese organizations bypass the team issue by not subdividing organizations into research and development, engineering, production, and so forth.
Which of the following statements is NOT true? A. The product decision includes the selection, definition, and design of products. B. Many service firms refer to their offerings as "products." C. The term "products" refers to tangible goods only. D. The objective of the product decision is to develop and implement a product strategy that meets the demands of the marketplace with a competitive advantage.
C. The term "products" refers to tangible goods only.
Most manufacturing items and their components are defined by A. a BOM. B. the make-or-buy decision. C. an engineering drawing. D. group technology.
C. an engineering drawing.
A successful quality strategy begins with A. an understanding of the principles of quality. B. engaging employees in the necessary activities to implement quality. C. an organizational culture that fosters quality. D. satisfying customers and obtaining a competitive advantage.
C. an organizational culture that fosters quality.
In acceptance sampling, the producer's risk is the risk of having a A. bad lot accepted. B. good lot accepted. C. good lot rejected. D. bad lot rejected.
C. good lot rejected
A fast food restaurant is an example of A. high customization and high degree of labor. B. high customization and low degree of labor. C. low customization and low degree of labor. D. low customization and high degree of labor.
C. low customization and low degree of labor
Which of the following is NOT one of the advantages of ISO 14000? A. compliance with regulatory requirements and opportunities for competitive advantage B. reduction in the need for multiple audits C. positive public image and increased exposure to liability D. good systematic approach to pollution prevention through minimization of ecological impact of products and activities
C. positive public image and increased exposure to liability
What is a flowchart with time added on the horizontal axis? A. service blueprinting B. CNC C. process mapping D. process chart
C. process mapping
What is analysis that focuses on the ways in which processes can be designed to optimize interaction between firms and their customers? A. value engineering B. value analysis C. process-chain-network analysis D. product-by-value analysis
C. process-chain-network analysis
Which of the following is NOT a benefit generated by manufacturability and value engineering? A. improved job design and job safety B. reduced complexity of the product C. reduced standardization of components D. reduction of environmental impact
C. reduced standardization of components
What is a design that can be produced to requirements even with unfavorable conditions in the production process? A. CAD B. DFMA C. robust design D. modular design
C. robust design
Which of the following is NOT a production technology that enhances production and productivity? A. process control B. vision systems C. service blueprinting D. automatic identification systems
C. service blueprinting
Which of the quadrants in the service process matrix has low labor intensity and low customization? A. service shop B. mass service C. service factory D. professional service
C. service factory
Group technology identifies components by a coding scheme that specifies the A. size and type of processing. B. size and shape. C. size, shape, and type of processing. D. shape and type of processing.
C. size, shape, and type of processing.
What is a review of successful products that takes place during the production process? A. LCA B. virtual reality C. value analysis D. CAD
C. value analysis
Which of the following technologies is particularly useful for prototype development and small lot production? A. CAD B. STEP C. CAM D. 3-D printing
D. 3-D printing
Which of the following statements is NOT true? A. Selecting the best equipment requires understanding the specific industry and available processes and technology. B. Selection of a particular process strategy requires decisions about equipment and technology. C. The selection of equipment requires considering cost, cash flow, market stability, quality, capacity, and flexibility. D. Adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually inexpensive, but difficult.
D. Adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually inexpensive, but difficult.
Which of the following statements is NOT true? A. Sociological and demographic change may appear in such factors as decreasing family size. B. Political/legal change brings about new trade agreements, tariffs, and government requirements. C. Understanding the customer is the premier issue in new-product development. D. Economic change brings increasing levels of affluence in the short run but economic cycles and price changes in the long run.
D. Economic change brings increasing levels of affluence in the short run but economic cycles and price changes in the long run.
Which of the following statements is NOT true regarding process redesign? A. Effective process redesign works only if the basic process and its objectives are reexamined. B. Process redesign is also called process reengineering. C. Process redesign also focuses on those activities that cross functional lines. D. Process redesign is also called process reinvention.
D. Process redesign is also called process reinvention
Which of the following is NOT an example of technology's impact on the financial services industry? A. Internet stock trading B. electronic funds transfer C. debit cards D. RFID
D. RFID
Which of the following is NOT an approach to ensure a successful transition from development to production? A. Appoint a project manager. B. Integration of the product development and manufacturing organizations. C. Use product development teams. D. Segregation of the product development and manufacturing organizations.
D. Segregation of the product development and manufacturing organizations
A house of quality would depict the strength of the relationship between which of the following two items? A. The design team's choice of material for a wallet and the materials that were considered but rejected by the design team. B. The customer's need for a sealable change pocket and the customer's need for plastic inserts to display pictures. C. The stitching used in your company's new product and the stitching used in a competitor's wallet. D. The customer's desire for a durable wallet and the company's choice of material for the wallet.
D. The customer's desire for a durable wallet and the company's choice of material for the wallet.
An assembly chart is A. an instruction to make a given quantity of a particular item. B. an exploded view of the product. C. a listing of the operations necessary to produce the component. D. a schematic showing how the product is assembled.
D. a schematic showing how the product is assembled.
In a make-to-order system, when a customer places a request for a product or service with a producer, A. a route sheet is created. B. an assembly chart is created. C. an engineering change notice is created. D. a work order is created.
D. a work order is created.
Operation of a hair salon is an example of A. automation. B. modularization. C. an assembly line. D. delayed customization.
D. delayed customization
To develop a standard or benchmark, firms need to start with A. forming a benchmark team. B. identifying benchmarking partners. C. collecting benchmarking information. D. determining what to benchmark.
D. determining what to benchmark.
Managing quality helps build successful strategies of A. differentiation, time and response. B. differentiation, low cost and service. C. differentiation, time and service. D. differentiation, low cost and response.
D. differentiation, low cost and response.
How companies remain in business is referred to as A. carbon footprint. B. corporate social responsibility. C. social accounting. D. economic sustainability.
D. economic sustainability.
Which of the following DOES NOT increase profit by improving quality? A. improved reputation B. increased productivity C. flexible pricing D. higher warranty costs
D. higher warranty costs
Which of the following is the Japanese term used to describe continuous improvement efforts? A. six sigma B. poka-yoke C. kanban D. kaizen
D. kaizen
Which of the following represents an internal product development strategy? A. purchase technology or expertise by acquiring the developer B. joint ventures C. alliances D. migration of existing products
D. migration of existing products
When ordering a new zagflatz, customers must choose the style of three major components, each of which has about ten variations. This is an example of: A. environmentally friendly design. B. robust design. C. CAD. D. modular design
D. modular design
What is an umbrella of software programs that may include CAD/CAM, product routing, maintenance, and other product concerns? A. DFMA B. configuration management C. material requirements planning D. product life-cycle management
D. product life-cycle management
Which of the following costs is NOT a cost of quality? A. lost goodwill B. scrap C. rework D. research and development
D. research and development
What is training and empowering frontline employees to solve a problem immediately? A. employee empowerment B. quality circle C. courtesy D. service recovery
D. service recovery
Defining a product means A. to decide to produce a component or service or purchase from an outside source. B. to list the hiearchy of components, their description, and the quantity of each required to make one unit of a product. C. to identify components by a coding scheme that specifies size, shape, and the type of processing. D. to define the new good's or service's function.
D. to define the new good's or service's function.
Which of the following is an example of technology's impact on wholesale/retail trade industry? A. automatic toll booths B. interactive TV C. automatic teller machines D. bar-coded data
D. bar-coded data
