ISDS 3115 TEST 2 - Study plan
Which of the following organizations used its geographic information system to create a demographic profile of what a typically successful neighborhood for its location looks like—mostly in terms of income and ages? A. Carvel Ice Cream B. Jo-Ann Stores C. Arby's D. Home Depot
Carvel Ice cream
Which of the following is NOT a tool for process analysis and design? A. process chart B. flowchart C. Pareto chart D. process mapping
Pareto chart
Managing quality helps build successful strategies of A. differentiation, time and response. B. differentiation, low cost and service. C. differentiation, low cost and response. D. differentiation, time and service.
differentiation, low cost and response.
In manufacturing, excess capacity can be used to A. do fewer setups, lengthen production runs, and drive down inventory costs. B. do fewer setups, shorten production runs, and drive down inventory costs. C. do more setups, shorten production runs, and drive down inventory costs. D. do more setups, lengthen production runs, and drive down inventory costs.
do more setups, shorten production runs, and drive down inventory costs.
What does EMV stand for? A. expected machine valuation B. expected maintenance volume C. enterprise management valuation D. expected monetary value
expected monetary value
The objective of warehouse layout is to A. provides for comfort, safety, and movement of information. B. maximize profitability per square foot of floor space. C. find the optimum trade-off between handling cost and costs associated with warehouse space. D. build teams.
find the optimum trade-off between handling cost and costs associated with warehouse space.
What is the ability to respond with little penalty in time, cost, or customer value? A. mass customization B. postponement C. flexibility D. repetitive process
flexibility
What is a drawing of the movement of material, product or people? A. RFID B. AIS C. flowchart D. process chart
flowchart
Which of the following moves production to a large work cell that remains part of the present facility? A. cross-docking B. focused work center C. focused factory D. fixed-position layout
focused work center
Which of the following approaches may use subcontracting to accommodate excess demand? A. following demand with incremental expansion B. leading demand with a one-step expansion C. leading demand with incremental expansion D. Subcontracting should never be used to accommodate excess demand.
following demand with incremental expansion
In acceptance sampling, the producer's risk is the risk of having a A. good lot rejected. B. good lot accepted. C. bad lot rejected. D. bad lot accepted.
good lot rejected.
Which of the following DOES NOT increase profit by improving quality? A. higher warranty costs B. improved reputation C. increased productivity D. flexible pricing
higher warranty costs
What company has used process flexibility to allow it to become the industry leader at responding to market dynamics by modifying production volume and product mix? A. Harley Davidson B. Walmart C. Honda Your answer is correct. D. Toyota
honda
Which of the following approaches makes new capacity a larger increase at the beginning of the period? A. attempts to have an average capacity that straddles demand with incremental expansion B. leading demand with incremental expansion C. lagging demand with incremental expansion D. leading demand with a one-step expansion
leading demand with a one-step expansion
To obtain flexibility in layout, managers may implement all EXCEPT which of the following tactics? A. place workstations far apart B. keep investments low C. cross train workers D. use small equipment
place workstations far apart
Which distribution most frequently describes the arrival rate in queuing theory? A. Poisson B. Normal C. Beta D. Negative exponential
poisson
A device or technique that ensures production of a good unit every time is a A. fail-safe. B. zero defect. C. control chart. D. poka-yoke.
poka-yoke.
What is a flowchart with time added on the horizontal axis? A. process chart B. process mapping C. CNC D. service blueprinting
process mapping
What is the fundamental rethinking of business processes to bring about dramatic improvements inperformance? A. process design B. process strategy C. process redesign D. process analysis
process redesign
Which of the quadrants in the service process matrix has high labor intensity and high customization? A. mass service B. service factory C. service shop D. professional service
professional service
Taguchi's quality loss function is based on a A. quadratic equation. B. binomial distribution. C. negative exponential distribution. D. linear equation.
quadratic equation.
What is another name for a waiting line? A. key B. quag C. cube D. queue
queue
The body of knowledge about waiting lines is called A. patience discipline. B. queuing theory. C. waiting science. D. line analysis.
queuing theory.
Work cells typically have A. increased direct labor needs due to specialization. B. increased raw materials inventory. C. increased work-in-process inventory. D. reduced investment in machinery and equipment.
reduced investment in machinery and equipment.
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. responsiveness B. reliability C. competence D. credibility
reliability
Which of the following costs is NOT a cost of quality? A. lost goodwill B. research and development C. scrap D. rework
research and development
What types of processes are often neglected with regard to process re-design? A. Cross-functional processes B. Expensive processes C. Automated processes D. Reengineered processes
Cross-functional processes
Most bank teller services are operated with what kind of system? A. single-server, multiphase B. multiple-server, multiphase C. multiple-server, single-phase D. single-server, single-phase
multiple-server, single-phase
Which of the following approaches is also called a "job shop?" A. process-oriented layout B. fixed-position layout C. work-cell layout D. product-oriented layout
process-oriented layout
Which of the following is NOT one of the five elements for each city that geographic information systems use to analyze location decision factors? A. transportation options B. cultural and entertainment centers C. rivers, mountains, lakes, and forests D. residential areas
rivers, mountains, lakes, and forests
What is an electronically guided and controlled cart used to move materials? A. RFID B. AIS C. CNC D. AGV
AGV
What is the percentage defective in an average lot of goods inspected through acceptance sampling? A. AOQ B. AQL C. LTPD D. OC curve
AOQ
Which of the following statements is NOT true? A. Selection of a particular process strategy requires decisions about equipment and technology. B. Selecting the best equipment requires understanding the specific industry and available processes and technology. C. Adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually inexpensive, but difficult. D. The selection of equipment requires considering cost, cash flow, market stability, quality, capacity, and flexibility.
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 is NOT an example of an advancement of service technology? A. Electronic check-in/check-out at hotels B. Automatic teller machines (ATMs) at banks C. Retinal security scanners at airports D. All of the above are examples of advancements of service technology
All of the above are examples of advancements of service technology
Which of the following is NOT one of the tasks of random stocking systems? A. Maintaining accurate records of existing inventory and its locations. B. Sequencing items to minimize the travel time required to "pick" orders. C. Maintaining a list of "open" locations. D. Assigning certain items or classes of items to particular warehouse areas so that the total distance traveled within the warehouse is maximized.
Assigning certain items or classes of items to particular warehouse areas so that the total distance traveled within the warehouse is maximized.
Which of the following is an award for quality achievement in Japan? A. Malcolm Baldrige National Quality Award B. Deming Prize Your answer is correct. C. ISO 9000 D. Tokyo Medal for Excellence in Quality
Deming Prize
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. Develop open, supportive supervisors. C. Build high-morale organizations. D. Build communication networks that include employees.
Eliminate formal organization structures such as teams and quality circles.
When the assumptions of the M/M/1, M/M/S, M/D/1, and limited-population queuing models do not hold true, there are no other approaches available to us.
False
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. Vision systems combine video cameras and computer technology and are often used in inspection roles. D. Flexible manufacturing systems and computer-integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production.
Flexible manufacturing systems and computer-integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production.
Which of the following organizations used its geographic information system to create an ideal customer profile of female homeowners with families? A. Carvel Ice Cream B. Arby's C. Jo-Ann Stores D. Home Depot
Jo-Ann Stores
Where is the "superhub" for FedEx located? A. London, England B. Memphis, Tennessee C. Chicago, Illinois D. St. Louis, Missouri
Memphis, Tennessee
Which distribution most frequently describes the service time in queuing theory? A. Negative exponential B. Beta C. Poisson D. Normal
Negative exponential
What distribution do service times in an automobile repair shop follow? A. Gamma B. Negative exponential C. Normal D. Poisson
Normal
Which of the following statements is NOT true regarding location decisions? A. Location often has the power to make or break a company's business strategy. B. Location decisions are important because location has a major impact on the overall risk and profit of the company. C. Location decisions to support a low-cost strategy require particularly careful consideration. D. Once management is committed to a specific location, many costs become relatively easy to reduce.
Once management is committed to a specific location, many costs become relatively easy to reduce.
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 also focuses on those activities that cross functional lines. C. Process redesign is also called process reinvention. D. Process redesign is also called process reengineering.
Process redesign is also called process reinvention.
Which of the following is NOT an example of technology's impact on the financial servicesindustry? A. RFID B. debit cards C. electronic funds transfer D. Internet stock trading
RFID
Which statement best represents the impact of technology advancements for service and manufacturing industries? A. Technology advancements have improved productivity in service and manufacturing industries B. Technology advancements have not improved productivity in service industries C. Technology advancements have not improved productivity in manufacturing industries D. Technology advancements have increased labor hours in service and manufacturing industries
Technology advancements have improved productivity in service and manufacturing industries
What is the major difference in focus between a location decision in the service sector vs. the manufacturingsector? A. The focus in service is on revenue maximization, while the focus in manufacturing is on cost minimization. B. The focus in manufacturing is on revenue maximization, while the focus in service is on cost minimization. C. There is no difference in focus. D. The focus in manufacturing is on labor, while the focus in service is on raw materials.
The focus in service is on revenue maximization, while the focus in manufacturing is on cost minimization.
Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality? A. Managers must expect exceptions. B. The operations manager should realize that the customer' expectations are the standard against which the service is judged. C. The manager may be able to influence the quality of the service but has little control over the customers' expectation. D. The tangible component of many services is important.
The manager may be able to influence the quality of the service but has little control over the customers' expectation.
Which of the following is NOT one of the reasons that the techniques for addressing fixed-position layout are complicated? A. The volume of materials needed is constant. B. Different items become critical as the project develops. C. At different stages of a project, different materials are needed. D. There is limited space at virtually all sites.
The volume of materials needed is constant.
Which of the following statements is NOT true regarding the process analysis tools? A. Service blueprinting is designed to help focus on the customer interaction part of the process. B. Process mapping is another name for time-function mapping. C. A process chart is different than a flowchart. D. Time-function mapping extends value-stream mapping to include suppliers.
Time-function mapping extends value-stream mapping to include suppliers.
Which of the following is NOT true regarding layout decisions? A. To obtain flexibility in layout, operations managers could keep investments high. B. Layout designs need to be viewed as dynamic because of our increasingly short-life-cycle and mass-customized world. C. An effective layout can help an organization achieve a strategy that supports differentiation, low cost, or response. D. Layout is one of the key decisions that determines the long-run efficiency of operations.
To obtain flexibility in layout, operations managers could keep investments high.
To provide better access and possibly reduce the number of workers needed, work cells may be designed in the shape of what letter of the alphabet? A. U B. D C. O D. V
U
The requirements of work cells do NOT include A. a high level of training and a low level of flexibility. B. identification of families of products. C. testing at each station in the cell. D. being self-contained, with its own equipment and resources.
a high level of training and a low level of flexibility.
Which of the following would NOT be produced or offered using a fixed-position layout? A. a hospital operating room B. a ship C. a highway D. a hospital emergency room
a hospital emergency room
Which of the following determinants of service quality means approachability and ease ofcontact? A. courtesy B. tangibles C. access D. security
access
Which of the following is NOT a type of "waiting cost?" A. idle employees awaiting machine repairs B. a customer not returning because the line was too long C. a customer leaving a line because it was too long D. adding an additional server
adding an additional service
A fixed-position layout A. addresses the layout requirements of large, bulky, projects such as ships and buildings. B. allocates shelf space and responds to customer behavior. C. seeks the best personnel and machine utilization in repetitive or continuous production. D. groups workers, their equipment, and spaces/offices to provide for movement of information.
addresses the layout requirements of large, bulky, projects such as ships and buildings.
Inspections should NOT take place A. after costly or irreversible processes. B. at your supplier's plant while the supplier is producing. C. during the step-by-step production process. D. at your facility upon receipt of goods from your supplier.
after costly or irreversible processes.
A successful quality strategy begins with A. engaging employees in the necessary activities to implement quality. B. an understanding of the principles of quality. C. an organizational culture that fosters quality. D. satisfying customers and obtaining a competitive advantage.
an organizational culture that fosters quality.
Cross-docking A. combines orders to reduce picking time. B. avoids placing the materials or supplies in storage by processing them as they are received for shipment. C. uses the warehouse to add value to the product through componentmodification, repair, labeling, or packaging. D. locates stock wherever there is an open location.
avoids placing the materials or supplies in storage by processing them as they are received for shipment.
Customers who ________ refuse to join the waiting line because it is too long to suit their needs or interests. A. Poisson B. renege C. queue D. balk
balk
Which of the following is an example of technology's impact on wholesale/retail trade industry? A. bar-coded data B. interactive TV C. automatic toll booths D. automatic teller machines
bar-coded data
Queuing models are useful for A. manufacturing but not service firms. B. service but not manufacturing firms. C. primarily agricultural applications. D. both manufacturing and service firms.
both manufacturing and service firms.
What is a successful technique used by companies such as Ingall Ship Building Corporation to avoid some of the difficult problems producing items in fixed-position layouts? A. hire time-flexible workers B. hire cross-trained workers C. complete as much of the project as possible offsite D. use blanket purchase contracts that cover projected purchasing needs over a one-year time period
complete as much of the project as possible offsite
What are the two most important cost considerations in queuing problems? A. cost of providing service and cost of waiting time B. cost of line management and cost of marketing C. cost of lost time waiting and cost of marketing D. cost of providing service and cost of marketing
cost of providing service and cost of waiting time
What process uses warehousing to add value to a product through componentmodification, repair, labeling, and packaging? A. servicescaping B. customizing C. cross-docking D. ambient conditioning
customizing
As the level of service increases, the cost of waiting time A. remains unchanged. B. increases. C. first decreases, then increases. D. decreases.
decreases
To develop a standard or benchmark, firms need to start with A. collecting benchmarking information. B. determining what to benchmark. C. forming a benchmark team. D. identifying benchmarking partners.
determining what to benchmark.
The objective of layout strategy is to A. develop an effective and efficient layout that will meet the firm's competitive requirements. B. improve the flow of information. C. improve customer interaction. D. improve employee morale.
develop an effective and efficient layout that will meet the firm's competitive requirements.
Attribute inspection measures A. such dimensions as weight, speed, size, or strength to see if an item falls within an acceptable range. B. if cause and effect are present. C. whether or not the product attributes conform to the inspector's personal tastes. D. if the product is good or bad.
if the product is good or bad.
Which of the following could reduce costs and increase profit? A. improved reputation B. flexible pricing C. increased productivity D. improved response
increased productivity
As the level of service increases, the cost of providing service A. increases. B. decreases. C. remains unchanged. D. first decreases, then increases.
increases
Which of the following is the Japanese term used to describe continuous improvement efforts? A. poka-yoke B. kaizen C. kanban D. six sigma
kaizen
The most aggressive and risky approach to capacity planning is A. leading demand with one-step expansion. B. lagging demand with incremental expansion. C. attempts to have an average capacity that straddles demand with incremental expansion. D. leading demand with incremental expansion.
leading demand with one-step expansion.
Which of the following is NOT identified in the text as one of the eight major determinants of volume and revenue for the service firm? A. operating policies of the firm B. quality of management C. level of advertising expenditures D. competition in the area
level of advertising expenditures
In process-oriented and fixed-position layouts, it is important to minimize the costs of A. special-purpose machinery. B. raw material. C. skilled labor. D. material handling.
material handling.
One hundred percent inspection A. means that only good parts will be shipped to a customer. B. catches all of the defective parts. C. means that every part is checked to see whether or not it is defective. D. is practical and an excellent fit for world-class manufacturers.
means that every part is checked to see whether or not it is defective.
Which of the following allocates display space and responds to customer behavior? A. retail layout B. warehouse layout C. office layout D. product-oriented layout
retail layout
Companies often make location decisions based on the economics of transportation. Firms first used this strategy with which of the following? A. airports B. rail hubs C. interstate highways D. rivers and ports
rivers and ports
Which of the following is NOT an external failure cost? A. returned goods B. costs to society C. scrap D. lost goodwill
scrap
Which service strategy describes structuring services so customers must go where the service is offered? A. Structure B. Separation C. Modules D. Focus
seperation
Which of the following is NOT a production technology that enhances production and productivity? A. process control B. automatic identification systems C. vision systems D. service blueprinting
service blueprinting
Which of the quadrants in the service process matrix has low labor intensity and low customization? A. service factory B. mass service C. service shop D. professional service
service factory
What is training and empowering frontline employees to solve a problem immediately? A. service recovery B. quality circle C. employee empowerment D. courtesy
service recovery
Which of the following is NOT one of the four predictive variables in La Quinta Inn's regression model that predicts motel selection behavior and success of a site? A. median income levels B. the number of hotel rooms in the vicinity C. the location of nearby colleges D. the state population per inn
the number of hotel rooms in the vicinity
Which of the following is a requirement to be able to compute expected monetary value? A. the probability of each decision alternative is known B. the probability of each state of nature is known C. each decision alternative needs at least two states of nature D. each state of nature is equally likely to occur
the probability of each state of nature is known
Which of the following arranges machinery and equipment to focus on production of a single product or group of related products? A. fixed-position layout B. process-oriented layout C. product-oriented layout D. work-cell layout
work-cell layout
The American Society for Quality defines quality as A. how well a product fits patterns of consumer preferences. B. even though it cannot be defined, you know what it is. C. the degree of excellence at an acceptable price and the control of variability at an acceptable cost. D. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.
the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.
What new sections has McDonald's created in its redesigned restaurants? A. the "linger," "play," and "drive thru" zones B. the "grab and go," "linger," and "flexible" zones C. the "flexible," "family," and "linger" zones D. the "grab and go" and "family" zones
the "grab and go," "linger," and "flexible" zones
Which of the following techniques might a service or retail organization use to make a location decision? A. traffic counts B. transportation method C. locational cost-volume analysis D. crossover charts
traffic counts
A goods-producing location decision would likely emphasize the importance of which of the following? A. security and lighting B. parking and access C. appearance and image D. utility and labor costs
utility and labor costs
In many applications, human quality inspectors can be replaced effectively by A. automated storage and retrieval systems. B. vision systems. C. FMS. D. RFID tags.
vision systems
