ISQS Test 2

In which stage of the product life cycle should product strategy focus on process modifications as the product is being "fine-tuned" for the market? maturity decline incubation growth introduction

introduction

All of the following costs are likely to decrease as a result of better quality EXCEPT: a. Maintenance costs b. Warranty and service costs

a. maintenance costs

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task. a. True b. False

a. true

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

a. true

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

a. true

Automated storage and retrieval systems are commonly used in distribution facilities of retailers a. True b. False

a. true

Flexible manufacturing systems, because of easily changed control programs, are able to perform such tasks as manufacturing one-of-a-kind parts economically. a. True b. False

a. true

A restaurant kitchen contains a wall poster that shows, for each sandwich on the menu, a sketch of the ingredients and how they are arranged to make the sandwich. This is an example of a(n): bill of material. route sheet. assembly drawing. assembly chart. work order.

assembly drawing

An assembly drawing lists the operations necessary to produce the component. a) True b) False

b) False

At which stage of the product life cycle is product strategy likely to focus on improved cost control? a) Growth b) Maturity

b) Maturity

3-D printing has proven to be particularly advantageous for: a) Quality function deployment b) Prototype development and custom products

b) Prototype development and custom products

According to PCN analysis, the consumer's process domain typically includes the set of activities at the beginning of the process chain. a) True b) false

b) false

Computer-aided design (CAD) refers to the use of specialized computer programs to direct and control manufacturing equipment. a) True b) False

b) false

An assembly chart: a) Shows an exploded view of the product b) shows graphically how the product is assembled.

b) shows graphically how the product is assembled.

3-D printing has proven to be particularly advantageous for: modular design. robust design. computer-aided design. quality function deployment. prototype development and custom products.

prototype development and custom products.

In location planning, environmental regulations, cost and availability of utilities, and taxes are: global factors. country factors. regional/community factors. site-related factors. None of these.

regional/community factors.

A process sheet is a type of: bill of material. assembly drawing. assembly chart. route sheet. work order.

route sheet

A Six Sigma program has how many defects per million? 6 times the standard deviation 3.4 1000 34 2700

3.4

Additive manufacturing can use which of the following materials? plastics ceramics living cells chocolate All of these

All of these

Quality function deployment (QFD): determines what will satisfy the customer. translates customer desires into the target design. is used early in the design process. is used to determine where to deploy quality efforts. All of these

All of these

Operations managers must be able to anticipate changes in which of the following? product mix product opportunities the products themselves product volume All of these

E

A work order is a list of the hierarchy of components, their description, and the quantity of each required to make one unit of the product. T/F

False

A job shop is an example of a(n): continuous process. specialized process. line process. repetitive process. intermittent process.

Intermittent process

Currency risk is based on what assumption? The value of one dollar today is greater than the value of one dollar to be received one year from now. Values of foreign currencies continually rise and fall in most countries. The U.S. stock market fluctuates daily. Firms that do not continuously innovate will lose market share. Changing product lines by reacting to every current trend may alienate the customer base.

Values of foreign currencies continually rise and fall in most countries.

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: Joseph M. Juran. Philip B. Crosby. Vilfredo Pareto. Armand Feigenbaum. W. Edwards Deming.

W. Edwards Deming.

A location decision for an appliance manufacturer would tend to have what type of focus? a. Cost focus b. Revenue focus

a. cost focus

"Making it right the first time" is: a user-based definition of quality. a manufacturing-based definition of quality. an unrealistic definition of quality. a product-based definition of quality. the definition of quality proposed by the American Society for Quality

a manufacturing-based definition of quality.

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a a. Flowchart b. Check sheet

a. flowchart

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using: a quality loss function. a flowchart. a Pareto chart. a cause-and-effect diagram. a scatter diagram.

a pareto chart

A route sheet provides a(n): a) Sequence of operations necessary to produce the component b) Instructions to make a given quantity of an item

a) Sequence of operations necessary to produce the component

A process sheet is a type of: a) route sheet b) assembly chart

a) route sheet

A result of concurrent engineering in product design is: a) speedier product development b) higher costs

a) speedier product development

A document for production that gives the instruction to make a given quantity of a particular item, usually to a given schedule, is a(n) a) work order b) route sheet

a) work order

According to the manufacturing-based definition of quality: a. Quality is the degree to which a specific product conforms to standards b. Quality depends on how well the product fits pattern of consumer preferences

a. . Quality is the degree to which a specific product conforms to standards

A Six Sigma program has how many defects per million? a. 3.4 b. 34

a. 3.4

Evaluating location alternatives by comparing their composite (weighted-average) scores involves which of the following? a. Factor-rating analysis b. Transportation model analysis

a. Factor-rating analysis

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings? a. Ishikawa diagram b. Control charts

a. Ishikawa diagram

Align Technology uses a ________ approach to produce clear plastic removable aligners. a. Mass customization b. Process focus

a. Mass customization

1) A good description of source inspection is inspecting: a. Materials upon delivery by the supplier b. One's own work

a. Materials upon delivery by the supplier

A checklist is a type of: a. Poka-yoka b. Kanban

a. Poka-yoka

High fixed costs and low variable costs are typical of which approach? a. Product and mass customization b. Mass customization

a. Product and mass customization

Frito-Lay is to ________ focus as Harley Davidson is to ________ focus a. Product, repetitive b. Product, mass customization

a. Product, repetitive

An example of an intangible cost, as it relates to location decisions, is the quality of education. a. True b. false

a. True

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: a. W. Edwards Deming b. Joseph M. Juran

a. W. Edwards Deming

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

a. a flexible manufacturing system

1. A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM. a. Cause and effect diagram b. Process control chart

a. cause and effect diagram

A fishbone chart is also known as a: a. Cause and effect diagram b. Kanban diagram

a. cause and effect diagram

Geographic information systems can assist the location decision by: a. combining geography with demographic analysis b. providing good internet placement for virtual storefronts

a. combining geography with demographic analysis

Computer-integrated manufacturing (CIM) includes manufacturing systems that have: a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated. b. transaction processing, management information systems, and decision support systems integrated.

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

A successful quality strategy features which of the following elements? a. Engaging employees in the necessary activities to implement quality b. An organizational culture that fosters quality, an understanding of the principles of quality, and engaging employees in the necessary activities to implement quality

b. An organizational culture that fosters quality, an understanding of the principles of quality, and engaging employees in the necessary activities to implement quality

A successful TQM program incorporates all EXCEPT which of the following? a. Employee involvement b. Centralized decision-making authority

b. Centralized decision-making authority

Quality Is Free," meaning that the costs of poor quality have been understated, is the work of: a. Joseph M. Juran b. Philip B. Crosby

b. Philip B. Crosby

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: a. Joseph M. Juran b. W. Edwards Deming

b. W. Edwards Deming

"Making it right the first time" is the focus of the user-based definition of quality. a. True b. False

b. false

A flowchart with the addition of a time axis becomes a process chart. a. True b. False

b. false

Activity times should not be included in a service blueprint. a. True b. False

b. false

Additive manufacturing is often referred to as 3D printing. a. True b. False

b. false

An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve the customer. a. True b. False

b. false

An improvement in quality must necessarily increase costs. a. True b. False

b. false

Flowcharts use distance, but not time, to show the movement of material, product, or people through a process a. True b. False

b. false

For a location decision, labor productivity may be important in isolation, but low wage rates are a more important criterion. a. True b. False

b. false

Harley-Davidson, because it has so many possible combinations of products, utilizes the process strategy of mass customization. a. True b. False

b. false

In location decisions, intangible costs are easier to measure than tangible costs a. true b. false

b. false

Industrial location analysis typically attempts to: a. Maximize sales b. Minimize costs

b. minimize costs

An assembly line is an example of a: a. specialized process b. repetitive process

b. repetitive process

A location decision for a traditional department store (e.g., Macy's) would tend to have what type of focus? a. Labor focus b. Revenue focus

b. revenue focus

Among the following choices, an operations manager might best evaluate political risk of a country by looking at which type of country ranking? based on average duration between presidential/prime minister elections based on competitiveness based on corruption based on magnitude of government social programs based on cost of doing business

based on corruption

FedEx chose Memphis, Tennessee, as its U.S. hub because: a. the city is in the center of the United States, geographically. the airport has relatively few hours of bad weather closures. b. it needed a means to reach cities to which it did not have direct flights. the firm believed that a hub system was superior to traditional city-to-city flight scheduling. c. All the above

c. All the above

A regional bookstore chain wants to build a distribution center that is centrally located for its eight retail outlets. It will most likely employ which of the following tools of analysis? load-distance analysis center-of-gravity method locational cost-volume analysis linear programming assembly line balancing

center-of-gravity method

Geographic information systems can assist the location decision by: providing good Internet placement for virtual storefronts. combining geography with demographic analysis. computerizing factor-rating analysis. automating center-of-gravity problems. updating transportation method solutions.

combining geography with demographic analysis.

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? understanding/knowing customer, responsiveness, and reliability communication, responsiveness, and reliability competence, courtesy, and security competence, responsiveness, and reliability communication, courtesy, and credibility

communication, courtesy, and credibility

Computer-integrated manufacturing (CIM) includes manufacturing systems that have: automated guided vehicles, robots, and process control integrated. robots, automated guided vehicles, and transfer equipment integrated. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated. all of their computers integrated with the marketing department. transaction processing, management information systems, and decision support systems integrated.

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

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

customization

3-D printing is an extension of: quality function deployment. modular design. concurrent engineering. robust design. computer-aided design.

computer-aided design.

Payoffs, alternatives, and expected monetary values are terms associated with: virtual reality. decision trees. product life-cycle management. quality function deployment. make-or-buy analysis.

decision trees

An engineering drawing shows the: dimensions, tolerances, cost, and sales or use volume of a component. materials, finishes, machining operations, and dimensions of a component. cost, materials, tolerances, and lead-time for a component. dimensions, tolerances, materials, and finishes of a component. cost, dimensions, and machining operations for a component.

dimensions, tolerances, materials, and finishes of a component.

Group technology requires that: the final products be standardized. a specific series of engineering drawings be prepared. engineering change notices be linked to each of the bills of material and engineering notices. each component be identified by a coding scheme that specifies size, shape, and the type of processing. all bills of material be prepared using the same format.

each component be identified by a coding scheme that specifies size, shape, and the type of processing.

Building high-morale organizations and building communication networks that include employees are both elements of: Taguchi methods. employee empowerment. Six Sigma certification. the tools of TQM. ISO 9000 certification.

employee empowerment.

Community attitudes, zoning restrictions, and quality of labor force are likely to be considered in which of the following location decision methods? transportation method center-of-gravity method simulation locational cost-volume analysis factor-rating method

factor-rating method

"Operators simply load new programs, as necessary, to produce different products" describes: process control. CAD. flexible manufacturing systems. automated guided vehicles. vision systems.

flexible manufacturing systems.

Advances in technology: have had a dramatic impact on customer interaction with services and with products. have failed to change the level of customer interaction with an organization. have had only a limited impact on services. have dramatically changed health care, but have not changed retailing. have impacted the manufacturing sector only.

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

A product-focused process is commonly used to produce high volume, low variety low volume, high variety

high volume, low variety

Globalization of the location decision is the result of all EXCEPT which of the following? more rapid, reliable travel and shipping market economics ease of capital flow between countries high differences in labor costs higher quality of labor overseas

higher quality of labor overseas

All of the following costs are likely to decrease as a result of better quality EXCEPT: warranty and service costs. inspection costs. customer dissatisfaction costs. scrap costs. maintenance costs.

maintenance costs.

Reducing the complexity of a product and improving a product's maintainability are activities of: product-by-value analysis. product lifecycle management (PLM). organizing for product development. design for destruction (DFD). manufacturability and value engineering.

manufacturability and value engineering.

Bridget's Hamburger Stand uses only 7 ingredients but offers 15 different burgers. This process is known as: Modular design. Value analysis. QFD. Robust design. CAD.

modular design

A good description of source inspection is inspecting: the goods at the production facility before they reach the customer. one's own work. the design specifications. materials upon delivery by the supplier. goods at the supplier's plant.

one's own work.

A checklist is a type of: Pareto chart kanban. poka-yoke. kaizen. flowchart

poka-yoke

Governmental attitudes toward issues such as private property, intellectual property, zoning, pollution, and employment stability may change over time. What is the term associated with this phenomenon? democratic risk bureaucratic risk judicial risk political risk legislative risk

political risk

High fixed costs and low variable costs are typical of which approach? product process mass customization repetitive product and mass customization

product and mass customization

Boeing's 737 airplane and Hewlett-Packard's printer business are examples of using enhancements and migrations of existing products to build on a ________. product foundation product platform product template product pulpit product dais

product platform

A route sheet provides a(n): exploded view of the product. sequence of operations necessary to produce the component. instruction to make a given quantity of a particular item. schematic showing how the product is assembled. set of detailed instructions about how to perform a task.

sequence of operations necessary to produce the component.

An assembly drawing: shows an exploded view of the product. describes the dimensions and finish of each component. shows, in schematic form, how the product is assembled. provides detailed instructions on how to perform a given task. lists the operations, including assembly and inspection, necessary to produce the component with the material specified in the bill of material.

shows an exploded view of the product.

According to PCN analysis, which process region includes process steps in which one participant is acting on another participant's resources, such as their information, materials, or technologies? independent processing process domain interaction direct interaction surrogate interaction resource processing

surrogate interaction

According to PCN analysis, service operations exist only within the area(s) of: independent processing and direct interaction. surrogate interaction and direct interaction. independent processing. independent processing and surrogate interaction. independent processing, surrogate interaction, and direct interaction.

surrogate interaction and direct interaction.

A graphic technique for defining the relationship between customer desires and product (or service) is: the moment of truth. the house of quality. product lifecycle management. modular design. the assembly drawing.

the house of quality

One of the similarities between process focus and mass-customization is: the volume of outputs. the use of modules. many departments and many routings. the variety of outputs. All of these are similarities.

the variety of outputs

Based on his 14 Points, Deming is a strong proponent of: inspection at the end of the production process. an increase in numerical quotas to boost productivity. looking for the cheapest supplier. training and knowledge. All of these.

training and knowledge.

Regal Marine: treats the product design decision as critical to its success. no longer builds boats with any wooden parts. designs several new boats each year, but contracts other firms for their manufacture. has replaced all human labor with robots. gets its competitive advantage by being the low-cost producer of boats designed by others.

treats the product design decision as critical to its success.

La Quinta Inns has a competitive edge over its rivals because it: picks larger locations than its rivals. uses regression analysis to determine which variables most influence profitability. builds only along interstate highways. consistently receives four-star ratings for its inns. has better television advertisements.

uses regression analysis to determine which variables most influence profitability.

Harley Davidson: utilizes job shops to make each of its modules. uses product focused manufacturing. uses a large number of modules to build a small number of different bikes. uses work cells to feed its assembly line. All of these are true.

uses work cells to feed its assembly line.