ITB Chapter 17

A _____ consists of all of the tangible and intangible features that create value for consumers by satisfying their needs and wants. a. value chain b. servicescape c. product d. process

c

Which of the following statements is true of services? a. They are produced independently of the consumer. b. They can be stored in an inventory. c. They must be consumed where they are provided. d. They can be shipped by the producer

c

The term _____ refers to replacing human operation and control of machinery and equipment with some form of programmed control. a. Six Sigma b. poka-yoke c. servicescape d. automation

d

To operations managers, _____ means producing output or achieving a goal at the lowest cost. a. quality b. value c. effectiveness d. efficiency

d

_____ is a family of generic standards for environmental management established by the International Organization for Standardization. a. ISO 14000 b. ISO 9004 c. ISO 19011 d. ISO 9000

a

Which of the following is a characteristic shared by all versions of total quality management (TQM)? a. It focuses on prevention rather than correction of errors. b. It is a product-focused approach to quality management. c. It lays emphasis on building cellular layouts throughout an organization. d. It focuses on short-term quality improvement

a

In the context of the critical path method (CPM), _____ are activities in a project that must be completed before some other specified activity can begin. a. lean processes b. immediate predecessors c. poka-yokes d. critical differentiator

b

In the context of facility location, many _____ place primary interest on locating close to their customers. a. publishing houses b. pharmaceutical companies c. manufacturing firms d. service firms

d

In the context of operations management, _____ means finding ways to meet an organization's current objectives while protecting and preserving the environment for future generations. a. greenwashing b. downshifting c. co-processing d. sustainability

d

_____ is concerned with supervising all of the activities involved in creating value by producing goods and services and distributing them to customers. a. Systems management b. Marketing science c. Event correlation d. Operations management

d

Which of the following is a key factor that operations managers evaluate when deciding the location of a manufacturing facility? a. Adequacy of utilities b. Presence of entertainment avenues c. Closeness to residential areas d. Closeness to customers

a

Which of the following statements is true of foreign outsourcing? a. It is likely to create coordination problems. b. It is likely to simplify value chains. c. It invariably increases costs. d. It ensures better protection of intellectual property.

a

_____ software provides powerful drawing and drafting tools that enable users to create and edit blueprints and make drawings quickly and easily. a. Computer-aided design b. Operating systems c. Computer-aided manufacturing d. Enterprise resource planning

a

The goal of mass production strategy is to: a. produce small quantities of customized goods and services that precisely meet the needs of specific customers. b. achieve reductions in average cost by taking advantage of specialization and the efficient use of capital. c. produce just enough of the final product to satisfy actual orders. d. avoid overproduction by holding limited inventory of raw materials.

b

Which of the following statements is true of ISO standards? a. They do not ensure that goods produced in one country will meet the requirements of the buyers in another country. b. They prevent the success of sellers by restricting them to local markets. c. They give buyers a limited array of choices. d. They are mostly industry-specific.

d

_____ is a system that emphasizes the manufacturing of goods to meet actual current demand, thus minimizing the need to hold inventories of finished goods and work in process at each stage of the supply chain. a. Just-in-time production b. Enterprise resource planning c. Materials requirement planning d. Total quality management

a

Which of the following is a characteristic of total quality management (TQM)? a. It focuses on mass production. b. It focuses on short-term quality improvement. c. It focuses on the empowerment of employees. d. It focuses on correction rather than prevention of errors.

b

_____ is a family of generic standards for quality management systems established by the International Organization for Standardization. a. ASTM E2659 b. ISO 9000 c. Total Quality Management d. Six Sigma

b

Eddys Inc., a denim jeans manufacturer, has employed a strategy that allows it to manufacture jeans that suit the needs of specific customers. This strategy enables Eddys Inc. to produce its goods in small quantities and offer a wide variety of options to its customers. The firm is able to do all this at costs almost as low as those associated with traditional production techniques. Given this information, it can be inferred that Eddys Inc. uses _____. a. mass production b. flow production c. mass customization d. putting-out system

c

In a _____, the good or service stays in one place, and the employees, machinery, and equipment are brought to the site when needed during various stages of the production process. a. process layout b. flow-shop layout c. fixed position layout d. product layout

c

Which of the following statements is true about enterprise resource planning (ERP) systems? a. They provide powerful drawing and drafting tools that enable users to create and edit blueprints and design drawings quickly and easily. b. They are simple, cheap, and easy to implement. c. They provide a common information system that makes it easier for organizations throughout a value chain to communicate and coordinate their activities. d. They do not require users to learn new ways to enter or access data.

c

Which of the following statements is true of a servicescape? a. It has little influence on the attitudes of customers. b. It refers to the moods and perceptions of those who provide the service. c. It refers to the space where the employees of an organization communicate with the management. d. It includes factors such as ambience; functionality; and signs, symbols, and artifacts.

d