Operations Management Chapter 7

A job shop is an example of a(n):

D) intermittent process.

A product-focused process is commonly used to produce:

C) high-volume, low-variety products.

Service blueprinting:

D) focuses on the provider's interaction with the customer.

_______ is the use of information technology to control a physical process.

Process control

Which one of the following technologies is used ONLY for material handling, NOT actual production or assembly?

Automated guided vehicle (AGV)

The process strategy that is organized around processes to facilitate low-volume, high-variety processes is called a(n) ________.

process focus

Which of the following products is likely to be assembled on a repetitive process line?

A) automobiles

Identify nine areas of technology that enhance production and productivity.

(1) machine technology, (2) automatic identification systems (AIS), (3) process control, (4) vision systems, (5) robots, (6) automated storage and retrieval systems (ASRSs), (7) automated guided vehicles (AGVs), (8) flexible manufacturing systems (FMSs), and (9) computer-integrated manufacturing (CIM)

________ involves the ability to respond with little penalty in time, cost, or customer value.

Flexibility

Why do modern operations managers look for flexibility in their equipment?

Flexibility in equipment provides managers with the ability to respond to changes in demand with little penalty in time, cost, or customer value. And in this age of rapid technological change and short product life cycles, adding flexibility to the production process can be a major competitive advantage.

______ is a process strategy based on a product-oriented production process that uses modules.

Repetitive focus

Identify the typical elements in a process control system.

: Sensors collect data, which are read on a periodic basis. Measurements are digitized and transmitted to a computer. Computer programs read the file and analyze the data. Output is produced in the form of signals, diagrams, charts, messages, etc.

Which of the following phrases best describes process focus?

A) low volume, high variety

Align Technology uses a ________ approach to produce clear plastic removable aligners.

A) mass customization

The use of information technology to monitor and control a physical process is known as:

A) process control.

Goods made to order are typical of ________ and ________ approaches while goods made to forecast are typical of ________ and ________ approaches.

A) process, mass customization; repetitive, product

Which of the following are all strategies for improving productivity in services?

A) separation, self-service, automation, and scheduling

Which of the following provides automatic placement and withdrawal of parts and products into and from designated places in a warehouse?

Automated storage and retrieval system (ASRS)

________ is a computer-controlled warehouse that provides for the automatic placement of parts into and from designated places within the warehouse.

Automated storage and retrieval system or ASRS

Which of the following characteristics best describes repetitive focus? A) It uses sophisticated scheduling to accommodate custom orders. B) Its output is a standardized product produced from modules. C) Operators are broadly skilled. D) It is widely used for the manufacture of steel. E) low volume, high variety

B) Its output is a standardized product produced from modules.

Which of the following is FALSE regarding repetitive processes? A) They use modules. B) They allow easy switching from one product to the other. C) They are the classic assembly lines. D) They have more structure and less flexibility than a job shop layout. E) They include the assembly of basically all automobiles.

B) They allow easy switching from one product to the other.

A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called:

C) a flexible manufacturing system.

Product focused processes:

C) are processes that are specialized for relatively few products or customer groups.

"Operators simply load new programs, as necessary, to produce different products" describes:

C) flexible manufacturing systems.

Three of the four types of processes are:

C) process focus, repetitive focus, and product focus.

An assembly line is an example of a:

C) repetitive process.

One fundamental difference between a process chart and a flowchart is that:

C) the process chart is more like a table, while the flowchart is more like a schematic diagram.

Which of the following phrases best describes product focus?

D) high fixed costs, low variable costs

Which of the following is not one of the strategies for improving service productivity?

E) mass customization

________ is a rapid, low-cost production process that caters to constantly changing unique customer desires.

Mass customization

________ is a process analysis technique that focuses on the customer and the producer's interaction with the customer.

Service blueprinting

A firm's process strategy is its approach to transforming resources into goods and services.

TRUE

In process-focused facilities, utilization of facilities is low.

TRUE

Computer-integrated manufacturing (CIM) includes manufacturing systems that have:

computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated.

A(n) ________ uses an automated work cell controlled by electronic signals from a common centralized computer facility.

flexible manufacturing system or FMS

A(n) ________ uses symbols to analyze the movement of people or material.

flowchart

What is a drawing of the movement of material, product, or people?

flowchart

Advances in technology:

have had a dramatic impact on customer interaction with services and with products.

The strategy for improving service productivity that customizes at delivery, rather than at production, is ________.

postponement

An organization's approach to transforming resources into goods and services is called its ________.

process strategy

A special form of time-function mapping, which goes beyond the organization into its supply chain, is ________.

value-stream mapping

Which one of the following products is most likely made in a job shop environment?

B) paper forms

Frito-Lay is to ________ focus as Harley Davidson is to ________ focus.

B) product, repetitive

Which of the following is true regarding the concept of flexibility? A) It is the ability to respond with little penalty in time, cost, or customer value. B) It may be accomplished with digitally controlled equipment. C) It may involve modular or movable equipment. D) All of the above are true. E) None of the above is true.

D) All of the above are true.

In mass service and professional service, the operations manager should focus extensively on:

D) human resources.

One of the similarities between process focus and mass-customization is:

D) the variety of outputs.

The crossover point is that production quantity where:

D) total costs for one process equal total costs for another process.

A quasi-custom product: A) gets its apparent customization from the combinations available from a small number of modules. B) is often the output of repetitive focus facilities. C) is a valid description of a fast food sandwich. D) only applies in services. E) All but D are true.

E) All but D are true.

Value-stream mapping: A) is a variation of time-function mapping. B) examines the supply chain to determine where value is added. C) extends time function mapping back to the supplier. D) starts with the customer and works backwards. E) All of the above are true.

E) All of the above are true.

Process redesign: A) is the fundamental rethinking of business processes. B) is sometimes called process reengineering. C) tries to bring about dramatic improvements in performance. D) often focuses on activities that cross functional lines.

E) all of the above

In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except: A) automation. B) standardization. C) tight quality control. D) removing some services. E) customization.

E) customization.

Production technology has had a major impact on services, but as yet there has been little reduction in service labor requirements.

FALSE

________ represent an organization's attempt to gain increased efficiency through specialization, which can include, for example, concentrating on certain classes of customers.

Focused processes

What is the link between focused processes and specialization? What kinds of focus are possible?

Focused processes are a means of obtaining increased productivity through forms of specialization. Focus can take several forms, including concentrating on specific classes of customers, working only with products in selected product families, specializing in a specific service, or working with a narrow range of technology.

In an affluent society, how do we produce a wide number of options for products at low cost? Hint: Focus on how to address some of the major challenges of mass customization.

For mass customization, products should be built-to-order. Product design must be imaginative. Process design must be flexible and able to accommodate changes in both design and technology. Inventory management requires tight control. Tight schedules are needed that track orders and material from design through delivery. Responsive partners in the supply chain can yield effective collaboration.

What is mass customization?

Mass customization is rapid, low-cost production of goods and services that fulfill increasingly unique customer desires. It brings us the variety of products traditionally provided by the process focus, with low costs associated with standardized high volume production (the product focus).

Identify the four basic process strategies, and describe them in a complete sentence or two each.

Process focus is a job shop—high variety and low volume; repetitive focus is an assembly line—relatively standardized products with options from modules; product focus is for high volume, low-variety, products, such as oil refining and flour milling; and mass customization is for high volume, high variety.

________ is the fundamental rethinking of business processes to bring about dramatic improvements in performance.

Process redesign

High fixed costs and low variable costs are typical of which approach?

Product and mass customization

Which of the following technologies could enable a cashier to scan the entire contents of a shopping cart in seconds?

Radio frequency identification (RFID)

A value-stream map includes both (1) inventory quantities, and (2) symbols for customers and suppliers.

TRUE

Intermittent processes are organized around processes.

TRUE

One use of camera-and-computer-based vision systems is to replace humans doing tedious and error-prone visual inspection activities.

TRUE

Process control is the use of information technology to monitor and control a physical process.

TRUE

Service blueprinting is a process analysis technique that focuses on the customer and the provider's interaction with the customer.

TRUE

The term focused processes refers to the quest for increased efficiency, whether in goods or services, that results from specialization.

TRUE

The tool that calculates which process has the lowest cost at any specified production volume is a crossover chart.

TRUE

How are modules useful in manufacturing processes?

Modules are parts or components of a product previously prepared. By using modules, the final product can be quickly assembled. Using a different combination of modules allows for quasi-customization.

Time-function mapping is a flowchart with time added to the horizontal axis.

TRUE

When selecting new equipment and technology, decision makers look for flexibility—the ability to respond with little penalty in time, cost, or customer value.

TRUE

Provide an example of the postponement strategy for improving service productivity.

The postponement strategy refers to customizing the product at delivery, not at production. Examples will vary, but a home builder might leave some tasks unfinished until the house is sold, so that the buyer can make those final decisions. Carpeting, paint colors, cabinet doors, and some appliance choices might be good examples. Another example would be cars or vans.

Identify the techniques for improving service productivity. For any two techniques, describe in a short paragraph, and include an example.

The seven techniques are separation, self-service, postponement, focus, modules, automation, scheduling, and training. • Separation: structuring the service such that the customer must go where the service is offered (a medical facility) • Self-service: let customers perform their own comparisons (supermarket shopping) • Postponement: customizing at time of delivery or in the final stages of the process (dealer-installed versus factory-installed options on automobiles, boats, etc.; Wendy's Hamburgers) • Focus: restricting the product offerings, options, or degree of customization allowed (limited number of factory installed options on a new automobile) • Modules: services selected from modular choices (health insurance programs) • Automation: separating services that may lend themselves to automation (automatic teller machines) • Scheduling: precise personnel scheduling (keep close watch on how many checkout lanes are needed) • Training: clarifying options, teaching problem avoidance (after-sale maintenance personnel, counselors)

Which of the following is TRUE regarding vision systems? A) They are consistently accurate. B) They are modest in cost. C) They do not become bored. D) All of the above are true. E) None of the above is true.

D) All of the above are true.