MGMT Ch 15

When an organization produces 100 units of output for 10 hours of direct labor, what is its labor productivity index? a. 0.1 b. 10 c. 1000 d. 100 e. None of these.

10

The International Organization for Standardization requires firms to document the impact of operations on the environment. The standards are called ISO a. 9000. b. 2000. c. 9000: 2000. d. 14000. e. None of these.

14000

One of the major tasks for movies like The Chronicles of Narnia is to create costumes for various species that reflect the mythical persona and that can be worn by humans for lengthy periods of time. ____ could be used to speed up the development process. a. Automation b. Robotics c. Mass-production assembly line d. CAD e. Flexible manufacturing systems

CAD

The text notes that what we now call operations management was once called production management and implies that there are several reasons for the change in definition. Which of the following is NOT one of those reasons? a. The decline in manufacturing in the United States in recent years b. Changes in manufacturing processes such as the increased use of robots and other computer-based technology c. The increase in the size and importance of the service sector in the U.S. economy d. Drastic increases in foreign competition and the subsequent effects it has had on U.S. firms e. The fact that many of the tools and techniques used in manufacturing can also be used in the service sector

Changes in manufacturing processes such as the increased use of robots and other computer-based technology

Which of the following organizations creates form utility? a. Merrill Lynch b. Wendy's c. U.S. Postal Service d. Dell e. Continental Airlines

Dell

Which of the eight dimensions of quality refers to a measure of product life? a. Reliability b. Durability c. Serviceability d. Features e. Perceived quality

Durability

Product-service mix decisions address which of the following issues? a. Which products to offer b. How many different products to offer c. What quantity to produce of a product d. All of these. e. Only "which products to offer" and "how many different products to offer."

Only "which products to offer" and "how many different products to offer."

Which of the following is classified as a partial productivity ratio? a. Labor productivity ratio b. Energy productivity ratio c. Total factor productivity ratio d. All of these. e. Only labor productivity ratio and energy productivity ratio

Only labor productivity ratio and energy productivity ratio

A pet food plant has a pay-for-knowledge compensation system in which an employee's hourly wage depends on how many different jobs she or he can do. Which of the following statement describing research results about such programs is FALSE? a. They increase workforce flexibility. b. They reduce the number of employees required. c. Unions support such programs because they give the worker more voice in operations. d. They are an effective means of increasing productivity. e. The key to the success of such programs is rewards.

Unions support such programs because they give the worker more voice in operations

Which of the following countries has the highest level of total productivity? a. United States b. Japan c. France d. Germany e. Korea

United States

At a regional manufacturing facility the quality control people sample 15 percent of the finished products to check for adherence to more than 12 quality standards. This is an example of a. acceptance sampling. b. outsourcing. c. in-process sampling. d. ISO 9000. e. None of these.

acceptance sampling

At a regional manufacturing facility, the quality control people sample 10 percent of the finished products to check for adherence to quality standards. This is an example of a. benchmarking. b. acceptance sampling. c. in-process sampling. d. conformance sampling. e. None of these.

acceptance sampling

Bonnie is taking a trip to Hawaii. She made her reservations online and is using self check-in at the airport. This is an example of a. advancement in service technology. b. advancement in manufacturing technology. c. computer-aided manufacturing. d. computer aided design. e. computer-assisted technology.

advancement in service technology

Dominoes tossed out its old pizza recipe and openly mocked itself in advertisements, admitting that the old formula tasted like cardboard. Which dimension of quality was Dominoes attempting to change? a. Aesthetics b. Features c. Reliability d. Serviceability e. Perceived quality

aesthetics

According to the text, the major problem associated with total factor productivity is that a. the data are too hard to obtain. b. all ingredients must be expressed in the same terms. c. it clearly tells the manager what to do to correct a problem. d. it is not compatible with standard accounting procedures. e. it is nothing more than a cost-benefit analysis.

all ingredients must be expressed in the same terms

All of the following are basic components of a total quality management (TQM) strategy EXCEPT a. employee involvement. b. technology. c. materials. d. strategic commitment. e. All of these are basic components of a TQM strategy.

all of these

All of the following are specific factors that can be used to assess or evaluate quality EXCEPT a. reliability. b. serviceability. c. features. d. durability. e. All of these can be used to assess quality.

all of these

When considering making a capacity decision, which of the following will be important information to have? a. Market demand for the product b. Current capacity c. Funds available for expansion d. All of these e. Only "market demand for the product" and "current capacity."

all of these

Which of the following is true about the impact of automation on workers? a. The development of automation has created jobs in some industries. b. The development of automation has eliminated jobs in some industries. c. Overall, there has been a net creation of jobs as a result of automation. d. All of these. e. Only "The development of automation has created jobs in some industries" and "the development of automation has eliminated jobs in some industries."

all of these

If you were giving advice to a manager who wanted to use a just-in-time inventory management method, what would you say? a. "Be sure to hold a lot of inventory in case you unexpectedly run out." b. "You will need to increase your warehouse and storage space." c. "Be prepared to find emergency supply sources." d. "Determine how much you need, then add a little extra just to be safe." e. None of these.

be prepared to find emergency supply sources

A Chinese company bought wind turbines from a German company, took them apart and is attempting to make them. However the balance on the blades is so precise it has not been very successful. The Chinese company was a. benchmarking. b. conformance sampling. c. acceptance sampling. d. in-process sampling. e. None of these.

benchmarking

A hotel restaurant kitchen groups chefs according to desserts, salads, vegetables, appetizers, and entrees. Which type of layout would you expect to find in the kitchen? a. Product b. Cellular c. Specialized d. Functional e. Process

cellular

In the Pentagon where twenty different operations are in twenty different stages of planning and execution, the layout would be ____. a. product b. cellular c. specialized d. fixed-position e. process

cellular

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. OpenSkies is confident its customer service will exceed the standard business class experience on major carriers. Meeting the standard, or exceeding it is an example of a. features. b. conformance. c. reliability. d. durability. e. serviceability

conformance

A bureaucratic organization will excel at which guideline for increasing speed? a. Start from scratch b. Minimize the number of approvals needed to do something c. Develop and adhere to a schedule d. Do not ignore distribution e. Integrate speed into the organization's culture

develop and adhere to a schedule

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service with 12 seats that lie flat or 72 that recline 140 degrees. The reclining seats are an example of a. features. b. aesthetics. c. reliability. d. durability. e. serviceability.

features

Almost 20,000 UPS employees are now equipped with ring scanners⎯small electronic devices worn on their index fingers and wired to a small computer on their wrists. When a UPS employee holds a package, the ring shoots a pattern of photons on the package. Within moments, its location is updated at the UPS Web site. This use of an operations improvement allows UPS to a. improve its productivity. b. decrease fixed cost. c. decrease its dependence on its Web site. d. increase customer affective responses. e. None of these.

improve its productivity

The type of statistical quality control that involves testing products as they are being made is known as a. total factor sampling. b. acceptance sampling. c. in-process sampling. d. conformance sampling. e. None of these.

in process sampling

The earliest form of automation⎯machine-controlled devices⎯were first developed a. in the 1700s. b. in the 1800s. c. in the 1900s. d. after the year 2000. e. None of these.

in the 1700s

A law firm calculates the following ratio: an attorney's hours of work/ an attorney's number of billable hours. This is a measure of ____ productivity. a. labor b. partial c. total factor d. individual e. None of these.

individual

Which of the following factors is NOT included in the formula for computing total factor productivity? a. Labor b. Capital c. Materials d. Energy e. Inflation

inflation

Which of the following is NOT one of the constraints with which a purchasing agent must deal? a. Inventory levels and delivery dates b. Supplier reliability c. Integrating purchasing with production d. Getting the best possible discounts and terms e. The quality of what is being purchased

integrating purchasing with production

At Wal-Mart, 70% of merchandise is rung up at the cash register before the company even pays for it. This is an example of a. just-in-time inventory. b. benchmarking. c. management by objective. d. quality circles. e. computer-assisted manufacturing.

just in time inventory

Intel produces microprocessors. Intel is in which industry? a. service b. manufacturing c. outsourcing d. ISO 9000 e. SQC

manufacturing

Chefs at top restaurants go to local produce farmers to get first choice vegetables and fruits. This example focuses on which component of the total quality management strategy? a. Employee involvement b. Strategic commitment c. Technology d. Materials e. Methods

materials

The techniques chefs use to transform ingredients into meals is the TQM dimension a. employee involvement. b. strategic commitment. c. technology. d. materials. e. methods.

methods

A decentralized organization will excel at which guideline for increasing speed? a. Start from scratch b. Minimize the number of approvals needed to do something c. Develop and adhere to a schedule d. Do not ignore distribution e. Integrate speed into the organization's culture

minimize the number of approvals needed to do something

Many firms today are reducing the number of suppliers they use and instead are focusing on building strong relationships with just a few suppliers. What are the advantages of doing this? a. Increased use of automation b. More control over raw material delivery c. Fewer materials used in the process d. All of these. e. Only "increased use of automation" and "more control over raw material delivery"

more control over raw material delivery

Many colleges and universities use a separate company to handle transcript requests. This is an example of a. SQC. b. TQM. c. outsourcing. d. benchmarking. e. ISO 9000.

outsourcing

When energy productivity is measured by the number of outputs produced divided by the dollars spent on energy used to generate this amount of output, this is a measure of a. total factor productivity. b. TQM. c. partial productivity ratio. d. ISO 9000. e. None of these.

partial productivity ratio

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. The price of its flights are half that of major airline, business class fares. The price is an example of a. features. b. aesthetics. c. reliability. d. perceived quality. e. serviceability.

perceived quality

Customers at a spa choose which treatments they want to experience. Which type of layout would you expect to find in the spa? a. Product b. Cellular c. Specialized d. Functional e. Process

process

Chelsea Milling Company produces Jiffy baking mix, brownie mix, corn muffin mix, blueberry muffin mix, and apple muffin mix. These mixes represent the company's a. product-service mix. b. capacity mix. c. facilities layout. d. facilities location. e. human resource mix.

product service mix

A crystal manufacturer has found a way to improve the management of its inventory of lead, which is part of its ____ inventory. a. finished-goods b. work-in-process c. raw materials d. in-transit e. just-in-time

raw materials

Anthony is comparing a hybrid car with a tax rebate to the standard car. This is an example of the ____ of quality. a. relative nature b. absolute nature c. conformance dimension d. price dimension e. aesthetic nature

relative nature

OpenSkies flies only between Washington Dulles and Paris or Newark Liberty and Paris. It offers all- business-class service. It offers "Love Everything or Pay Nothing," money-back guarantee. The guarantee is an example of a. features. b. aesthetics. c. reliability. d. durability. e. serviceability

reliability

Operations management is the set of managerial activities used by an organization to transform ____ into ____ and ____. a. outputs; resources; inputs b. services; resources; outputs c. inputs; resources; activities d. resources; products; services e. None of these.

resources; products; services

Unmanned aircraft are increasingly sent into combat instead of pilots. This is an example of a. CAD. b. CAM. c. FMS. d. robotics. e. JIT.

robotics

A ____ organization is one that transforms resources into an intangible output and creates time and place utility for its customers. a. manufacturing b. production c. service d. profitable e. None of these.

service

An organization that transforms resources into an intangible output in order to create time or place utility for its customers is known as a(n) ____ company. a. outsourcing b. service c. manufacturing d. ISO 9000 e. TQM

service

Which sector of the U.S. economy was responsible for most of the growth in new jobs during the 1990s? a. Manufacturing b. Service c. Government d. Exports e. Imports

service

____ consists of a set of mathematical and/or statistical methods and procedures for measuring and adjusting quality levels. a. Benchmarking b. Total quality management c. Conformance d. Statistical quality control e. None of these.

statistical quality control

____ is the process of managing operations control, resource acquisition and purchasing, and inventory to improve overall efficiency and effectiveness. a. Supply-chain management b. Resource management c. Inventory management d. Quality control e. Productivity control

supply chain management

The set of processes and systems used by organizations to convert resources into products or services is called a. quality. b. technology. c. manufacturing. d. automation. e. None of these.

technology

A department store provides utility for customers because it makes it easy for them to purchase what they want in one place. This is an example of ____ utility. a. time b. statistical c. form d. quality e. All of these.

time