Operations test 1

Which of these statements about time performance is best? A) A supplier with high delivery speed must have high delivery reliability. B) A customer with a narrow delivery window should have a supplier with high delivery reliability. C) A supplier with low delivery reliability must have low delivery speed. D) A customer with a wide delivery window should have a supplier with low delivery reliability.

A customer with a narrow delivery window should have a supplier with high delivery

? A) A second-tier supplier is downstream from a first-tier supplier. B) A first-tier supplier is upstream from a second-tier supplier. C) A first-tier supplier is downstream from a second-tier supplier. D) A customer is upstream from a first-tier supplier.

A first-tier supplier is downstream from a second-tier supplier.

Which of the following statements about capacity strategies is NOT correct? A) Lead capacity strategy can be used to preempt competitors who might be planning to expand their own capacity. B) A lag capacity strategy tends to have greater productivity due to higher utilization levels. C) A match capacity strategy tends to avoid periods of high under- or overutilization. D) A lag capacity strategy would be well-suited for a period of high growth.

A lag capacity strategy would be well-suited for a period of high growth.

The ________ is a leader in education and all aspects of quality improvement.

ASQ or American Society for Quality

________ measures refer to the presence or absence of a particular characteristic.

Attributes

Which of these is a major operations and supply chain infrastructural decision category? A) Organization B) Facilities C) Capacity D) Technology

Capacity

Which of these is a major operations and supply chain structural decision category? A) Organization B) Planning and control C) Capacity D) Product and service development

Capacity

________ is a process improvement philosophy that results in small, incremental changes while

Continuous improvement

Which of these represent the Six Sigma process sequence to create a completely new business process or product? A) DMAIC B) DMADV C) 5W1H D) WD40

DMADV

Which of these elements is in the Six Sigma process sequence to create a completely new business process or product but NOT in the Six Sigma process to improve an existing business process? A) Define B) Derive C) Design D) Create

Design

Which of these steps is NOT part of the Six Sigma process sequence? A) Design B) Measure C) Analyze D) Improve

Design

Which of the following statements best describes current thinking regarding processes? A) If companies concentrate on how functional areas like marketing, finance, and operations are organized, then everything will be fine. B) Managing functional areas like marketing, finance, and operations is essentially the same thing as managing what a business does. C) If the individual functional strategies of marketing, finance, and accounting are aligned with the overall business strategy, then everything will be fine. D) Developing superior business processes requires a cross-functional and cross-organizational perspective.

Developing superior business process requires a cross-functional and cross-organizational perspective

________ is the use of information technology solutions to conduct business via electronic transfer of data and documents.

Electronic commerce

Which of the following approaches to process improvement could be described as competitive benchmarking? A) Employees at XEROX ignore the way they have always processed customer orders and design an entirely new way to do so. B) Employees at XEROX visit GM to pick up ideas on processing customer orders. C) Employees at XEROX purchase a Canon copier and take it apart to get design ideas for their next generation of copiers. D) Employees at XEROX take classes in quality improvement and make small, incremental changes to their order filling processes.

Employees at XEROX purchase a Canon copier and take it apart to get design ideas for their next generation of copiers

Which of the following approaches to process improvement could be described as process benchmarking? A) Employees at McDonald's ignore the way they have always processed customer orders and design an entirely new way to do so. B) Employees at the campus housing and dining service visit Ritz Carlton to pick up ideas on managing long-term guests. C) Employees at Ford purchase automobiles from an array of car manufacturers and take them apart to get design ideas for their next generation Taurus. D) Employees at XEROX take classes in quality improvement and make small, incremental changes to their order filling processes.

Employees at the campus housing and dining service visit Ritz Carlton to pick up ideas on managing long-term guests

A Six Sigma Champion is a full-time Six Sigma expert that is responsible for training, mentoring, deployment, and results.

FALSE

A busy toll highway that has four toll collectors for northbound traffic is an example of a single-channel, single-phase system.

FALSE

A check sheet, also called an Ishikawa diagram, is used to record how frequently a certain event occurs.

FALSE

A mechanism that identifies a firm's targeted customers and sets time frames and performance objectives for the business is called a mission statement.

FALSE

A ninety percent learning curve is steeper than an eighty percent learning curve.

FALSE

A person who fails to meet output standards could still have an efficiency measurement of more than 100%.

FALSE

A second-tier supplier is downstream from a first-tier supplier in a supply chain.

FALSE

A support process performs necessary, value-added activities of an organization.

FALSE

A traditional university classroom has room for 30 students and is scheduled for use during 12 consecutive one hour periods from 8:00 a.m. to 8:00 p.m. in the spring semester. Its theoretical capacity is therefore half of its rated capacity.

FALSE

An operations and supply chain strategy is a functional strategy that is, by definition, an infrastructural strategy.

FALSE

As long as each functional area in a company operates efficiently, their strategies can be very different.

FALSE

Changeover flexibility refers to the ability of a company to change production quickly from one product to another with a minimal downtime in production.

FALSE

E-commerce is the component of a supply chain that is the most susceptible to breakdown.

FALSE

If a contact lens has a scratch on it, the manufacturer classifies it as defective. This is an example of a continuous variable.

FALSE

In a decision tree, outcome points are under direct control of the decision maker and show the results of choices.

FALSE

In a process map, a circle represents a step or activity in the process.

FALSE

In general, higher conformance quality reduces capacity since the extra care taken during production slows the output rate.

FALSE

In the internally supportive stage of business strategy alignment, management merely attempts to minimize negative potential in the operations and supply chain area.

FALSE

Money spent training an employee how to do the job mistake free is an example of an appraisal cost.

FALSE

Of the three flows linking organizations in a supply chain, information and monetary flows always move upstream and physical flows always move downstream.

FALSE

One reason the SCOR model is widely accepted is its consistency. It mandates the same information and physical flows for all products, regardless of the degree of customization.

FALSE

Productivity is measured as the ratio of inputs to outputs.

FALSE

Scheduling and managing the flow of work through an organization and supply chain belongs to the logistics function of a supply chain.

FALSE

Six Sigma quality means that the difference between the upper and lower tolerance levels is six standard deviations wide.

FALSE

The Five Whys can be used during all three phases of construction of a Pareto chart.

FALSE

The drive for efficiency has decreased the level of globalization in the world economy.

FALSE

The magnitude of changes created by a continuous improvement program is generally larger than those created by a business process reengineering program.

FALSE

The phrase "closing the loop" means that strengths and weaknesses, as well as core competencies are fed back into the mission statement.

FALSE

The primary focus of a swim lane process map is to depict flows of objects, information, and money.

FALSE

The upper and lower limits of a control chart should be wider than the upper and lower tolerance limits.

FALSE

The vision statement addresses a company's reason for existence, core values, and domain.

FALSE

There is no need for an organizational interface between the finance function and the operations and supply chain management function.

FALSE

To avoid supply chain problems, firms must manage relationships with their downstream suppliers as well as their upstream customers.

FALSE

To participate in a supply chain, a firm must actually handle the physical goods at some point.

FALSE

Virtual supply chains have the advantage of efficiency, but this advantage is gained in a trade-off with decreased flexibility.

FALSE

Volume flexibility is the term used to describe the ability of a producer to produce a dazzling array of products or services.

FALSE

With everything else held constant, a sampling plan with c = 1 will have a lower producer's risk than a sampling plan with .

FALSE

Which of the following lists is in correct supply chain order? A) first-tier supplier — manufacturer — distributor B) distributor — manufacturer — retailer C) first-tier supplier — second-tier supplier — third-tier supplier D) customer — retailer — distributor

First-tier supplier - manufacturer—distributor

Which department is least likely to interact with the purchasing function? A) Engineering B) Finance C) Human resources D) Operations

Human resources

The organization that provides national and institutional leadership in purchasing and materials management is: A) APICS. B) ISM. C) CLM. D) ASQ.

ISM

One international standard for managing quality across the supply chain is: A) ISO 9000. B) ISO 14000. C) AQL. D) LTPD.

ISO 9000

________ is a family of standards, developed by the International Organization for Standardization, representing an international consensus on good quality management practices.

ISO 9000

Which of these is NOT a component of the operations function in an organization? A) People B) Technology C) Systems D) Information

Information

Which of these statements about flows in a supply chain is best? A) Information and monetary flows move upstream and downstream, but physical flows move downstream only. B) Information flows move upstream and downstream, monetary flows move upstream only, and physical flows move downstream only. C) Information and monetary flows move upstream only and physical flows move downstream only. D) Information, physical and monetary flows move both upstream and downstream.

Information, physical and monetary flows move both upstream and downstream.

________ are the people, policies, and organizational structure choices made by a firm.

Infrastructural elements

Which of the continuous improvement tools is used to conduct root-cause analysis? A) statistical process control (SPC) B) flow chart C) Ishikawa diagram D) Pareto chart

Ishikawa diagram

Which of these statements about recent trends in operations and supply chain management is best? A) A lower level of competition exists thanks to an increased level of globalization. B) The rate of change in markets is actually lower once inflation is factored in. C) Managers tend to make decisions with less information than they used to. D) Customers demand for standardization in goods and services has increased.

Managers tend to make decisions with less information than they used to.

What are the primary duties of a logistics manager? A) Creating timely, cost effective import/export supply chains B) Managing private, third party and contract carriage systems to ensure timely delivery and cost-effective transportation C) Using analytical and quantitative methods to understand, predict and improve processes D) Identifying global sources of materials, selecting suppliers and managing ongoing relationships

Managing private, third party and contract carriage systems to ensure timely delivery and cost-effective transportation

Which of the following statements about functional strategies is best? A) Functional strategies are not impacted by the mission statement

Many functional level strategies could readily be described as cross-functional

instead they are impacted by the overall business strategy. B) Functional strategies determine the overall business strategy. C) Many functional level strategies could readily be described as cross-functional. D) A firm's operations and supply chain strategy is more important than their marketing, finance and engineering strategies.

Many functional level strategies could readily be described as cross-functional

________ is a measure of process performance that is a ratio of output to inputs.

Multifactor productivity

Which of these is NOT an element of the SCOR model? A) Operate B) Plan C) Source D) Return

Operate

Which two continuous improvement tools are most similar in appearance? A) scatter plot and check sheet B) Pareto chart and histogram C) histogram and fishbone diagram D) check sheet and fishbone diagram

Pareto chart and histogram

________ are teams or individuals who have the authority and responsibility for improving the organization's business processes.

Process owners

________ is an operations activity with the purpose of designing and implementing the transformation processes that best meet the needs of the customer and firm.

Process selection

Which job title would be given to someone responsible for supervising production in a manufacturing setting? A) Supply chain manager B) Production manager C) Supplier development manager D) Purchasing manager

Production manager

________ is the term that describes efforts to improve operations by increasing supply chain members' willingness to cooperate.

Relationship management

________ is the SCOR model process that addresses the movement of defective product from the customer.

Return

Which of the following is NOT a flow typically found in a supply chain? A) physical B) information C) monetary D) risk

Risk

Which of the following statements about theoretical capacity is best? A) Theoretical capacity allows adjustments for preventive maintenance. B) Running a factory at this level for a short time is often better than permanently raising resource levels. C) Theoretical capacity levels are usually lower than rated capacity levels. D) Theoretical capacity levels take into account that machines occasionally break and that workers occasionally call in sick.

Running a factory at this level for a short time is often better than permanently raising resource levels.

The ________ model is used to define processes and relationships in supply chain management.

SCOR

________ is an example of an output of the transformation process. A) Material B) Information C) Satisfied customers D) Intangible needs

Satisfied customers

________ are tangible resources such as buildings, equipment, and computer systems.

Structural elements

"I've never seen flavored marshmallows this size before!" Alice squealed as she emptied the shelves at the local grocery store. The rest of the shoppers would have to make do with the other seventy bags of miniature and standard-size marshmallows during this winter's hot chocolate festival. For Alice, the jumbo size feature is an order winner.

TRUE

1) ISO 9001:2008 can be used by both manufacturing and service companies.

TRUE

A business is defined by its structural and infrastructural elements.

TRUE

A business's core competencies can shift over time.

TRUE

A firm is able to meet current demand. If it adopts a lead capacity strategy, then it is probably making the assumption that demand will increase in the future.

TRUE

A firm is more likely to develop the internal capacity to perform activities that are strategically important to its success than it is to outsource those activities.

TRUE

A firm's capacity can be limited by members of its supply chain.

TRUE

A laundry tracks clean linen output in pounds and their inputs of gas, water, electricity, and labor. A productivity measure incorporating all of these inputs is a multifactor measure.

TRUE

An R chart is used to track how much the individual observations within a sample vary.

TRUE

Appraisal costs can occur when a company has NOT produced any defective items.

TRUE

Building rental and depreciation on capital equipment are examples of fixed costs.

TRUE

Capacity is the capability of a worker, machine, work center, plant, or organization to produce output per time period.

TRUE

Conformance quality addresses whether the product was made or the service performed to specifications.

TRUE

Cycle time is the total time needed to complete a business process.

TRUE

Darrell and Dave were fierce competitors, which drove both of them to overpay for many of their inputs, resulting in increased prices at their own stores. Dave realized this, and pondered how he could be recognized as a cost leader by his customers and maintain his reputation for quality merchandise. Sacrificing one element of his strategy at the expense of another is recognized as a trade-off in operations management.

TRUE

Electronic commerce refers to the use of information technology solutions to automate business transactions.

TRUE

Every organization has an operations function.

TRUE

For a given fixed cost and revenue, as the variable cost rises, the break-even point also rises.

TRUE

Forecasting counts suppliers and customers among its key interorganizational participants.

TRUE

Garvin's dimension of durability is satisfied if the product fails infrequently.

TRUE

If a logistics firm consistently makes deliveries within the agreed upon delivery window, they are exhibiting delivery reliability.

TRUE

In general, core competencies drive strategies.

TRUE

In general, operations management activities are information and decision intensive.

TRUE

In operations and supply chain environments that must deal with random demand and variable processing time, it is virtually impossible to achieve very high capacity utilization levels and still provide acceptable customer service.

TRUE

Information and materials are two examples of inputs to the transformation process.

TRUE

Joseph Juran's definition of quality as "fitness for use" is an example of the value perspective of quality.

TRUE

Learning curve theory suggests that productivity will increase as people and systems learn to perform tasks more efficiently.

TRUE

Level 1 of the SCOR model is organized around the five core management processes: plan, source, make, deliver, and return.

TRUE

Mapping creates a common understanding of process activities, their results, and who performs the steps.

TRUE

Most of the participants in a supply chain are both suppliers and customers.

TRUE

Most organizations function as part of a larger supply chain.

TRUE

Policies and decision rules are infrastructural elements.

TRUE

Process owners are empowered employees that have the authority and responsibility for improving the organization's business processes.

TRUE

Producer's risk rises as consumer's risk falls.

TRUE

Reductions in process variance result in higher process capability.

TRUE

Taguchi's quality loss function runs counter to the notion that product falling within tolerance limits is acceptable.

TRUE

The Theory of Constraints would support the statement that a chain is only as strong as its weakest link.

TRUE

The externally supportive stage of alignment is more desirable than the externally neutral stage of alignment.

TRUE

The professional society for persons interested in operations and supply chain management is called APICS.

TRUE

The supply chain is a network of manufacturers and service providers that work together to create products or services needed by end users.

TRUE

Total Quality Management is the management of an entire organization so that it excels in all quality dimensions that are important to customers.

TRUE

Transportation and warehousing are examples of logistics activities.

TRUE

When McDonald's studies the drive-through operations of Burger King, they are engaging in competitive benchmarking.

TRUE

Which of the following statements regarding the supply chain is

TRUE

While efficiency can exceed 100%, percent value-added time has a maximum of 100%.

TRUE

You decide to open a bookstore with a wide selection, comfortable seating, and an internal coffee shop because it has worked very well for other bookstores you have visited. Your strategy could be described as externally neutral.

TRUE

Your employer prepares a request for proposal that describes in vivid detail all of the capabilities that a new computer system should possess. A software product that can meet this request for proposal has performance characteristics that can be described as order qualifiers.

TRUE

Your university sends a contingent of top-ranking officials to Las Vegas hotels to study ways to improve dormitory living conditions. This is an example of process benchmarking.

TRUE

Which of these is NOT one of the primary objectives of an operations and supply chain strategy? A) To help management choose the right mix of structural and infrastructural elements, based on a clear understanding of the performance dimensions valued by customers and the trade-offs involved. B) To ensure that the firm's structural and infrastructural choices are strategically aligned with the firm's business strategy. C) To support the development of core competencies in the firm's operations and supply chains. D) To align structural and infrastructural elements to convert order winners into order qualifiers as determined by the mission statement.

To align structural and infrastructural elements to convert order winners into order qualifies as determined by the mission statement.

Which of the following statements about learning curves is best? A) Learning improvements always follow a constant pattern. B) Frequent design changes and reengineering have no effect on learning rates. C) Underestimated learning effects may cause overestimation of capacity needs. D) An eighty percent learning curve means that each unit takes twenty percent less time to produce than its immediate predecessor.

Underestimated learning effects may cause overestimation of capacity needs.

If a firm cannot make a profit regardless of output volume, then: A) FC > VC. B) VC > FC. C) VC > R. D) BEP > VC.

VC>R

An example of a variable cost is: A) a payment to your raw materials supplier. B) a lease payment on a piece of equipment. C) a mortgage payment on buildings. D) a monthly licensing fee for a software package.

a payment to your raw materials supplier

The latex division of Vandelay Industries provided support after the sale that could not be matched by any of the other players in the latex industry. This unique attribute was responsible for perhaps 60% of their sales volume and could be described as: A) a trade-off. B) a core competency. C) an order winner. D) externally neutral.

a trade-off

On the first day of class at a new university you made judgments about the quality of the class before the professor had entered the room. You noted the comfort of the accommodations, the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system. This dimension of quality is: A) aesthetics. B) performance. C) features. D) perceived quality.

aesthetics

Inventory

all the money that the system has invested into purchasing things which it intends to sell

Operational expense

all the money the system spends in order to turn inventory into throughput

Total cost to produce is the sum of expenses incurred regardless of output plus the variable cost per unit of business activity multiplied by ________.

amount of business activity, output

A(n) ________ cost is incurred by a company to assess its quality levels.

appraisal cost

When an employee team develops a process map, they should document the process ________.

as it is

The probability of accepting a lot with worse quality than the lot tolerance percent defective level is ________.

beta, consumer's risk

The ________ is the output volume level where the firm realizes a $0 net profit.

break-even point

The procedure of rethinking and radical redesign of business processes to achieve dramatic organizational improvements is called: A) competitive benchmarking. B) continuous improvement. C) process benchmarking. D) business process reengineering.

business process reengineering

________ is a process improvement philosophy that results in dramatic organizational changes.

business process reengineering

The firm's targeted customers, time frames, and performance objectives are identified by their: A) mission statement. B) core competencies. C) business strategy. D) functional strategy.

business strategy

An electronic commerce system: A) is used to transmit information upstream only. B) can improve the speed and quality of business communication. C) is used to transmit information downstream only. D) links everyone in the supply chain except customers.

can improve the speed and quality of business communications.

Many states have a mandatory 90-day waiting period from the time a divorce is filed to when it can be finalized. This activity would be represented on a process map with which symbol? A) B) C) D)

capital D

Mutt's Amazing Dogs offers a hot dog with mustard and a hot dog with relish and mustard. The difference between the two (the relish) is achieved by flipping a single lever, which changes the dispenser from mustard, to a perfectly proportioned mix of relish and mustard. This lever responds instantly to the feathery touch of Mutt, who has achieved a high level of: A) mix flexibility. B) volume flexibility. C) delivery flexibility. D) changeover flexibility.

changeover flexibility

In waiting line theory, a customer service attendant is a(n) ________.

channel

A(n) ________ is used to record how frequently a certain event occurs.

check sheet

Every customer that exited the store was subjected to close scrutiny of their shopping cart and receipt by a highly trained inspector. This activity would be represented on a process map with which symbol? A) B) C) D)

circle

A(n) ________ acquires knowledge in a specific market in which the organization purchases significant quantities of materials and services.

commodity manager

Structural elements of a business include: A) policies. B) people. C) decision rules. D) computer systems.

computer systems

A quality perspective that focuses on whether or not a product was made or a service was performed as intended is the: A) performance perspective. B) value perspective. C) conformance perspective. D) intention perspective.

conformance perspective

Whether the product was made or service performed to specifications is a question of: A) conformance quality. B) performance quality. C) reliability quality. D) value indices.

conformance quality

The process step that limits throughput for the entire process chain is the ________.

constraint, bottleneck

Organizational strengths or abilities, developed over a long period of time that customers find valuable and competitors find difficult or impossible to copy are ________.

core competencies

Closing the loop in the area of business strategy means that: A) core competencies at the functional level feed back into the business strategy. B) the mission statement is used to develop the business strategy. C) the business strategy is translated into operations and supply chain actions. D) other functional strategies, such as those of the marketing and finance functions are aligned with the operations and supply chain strategy.

core competencies at the functional level feed back into the business strategy

No one could turn around a failing restaurant as expertly as Gordon, whose experience and cadre of trained professionals was available at a moment's notice should his services be needed. This ability, some might call it a gift, was developed to such a level that other restaurant consultants were unable to match his results. This ability is best described as his: A) business strategy. B) core competency. C) mission statement. D) operations and supply chain strategy.

core competency

Which of the following is NOT a core idea of total quality management? A) cost reduction B) leadership improvement C) employee empowerment D) continuous improvement

cost reduction

The elapsed time needed to complete a business process is called ________.

cycle time

Which of the following is NOT a trend in operations management? A) increased use of electronic commerce B) increased globalization C) decreased delivery times D) decreased customization

decreased customization

We have all experienced the endless wait for repair technicians to show up at our house. If the cable company would provide an estimate of "Your installer will arrive at your house between 2 pm and 3 pm on Wednesday," instead of "Your installer will arrive at your house between 8 am and 5 pm on Wednesday," we would be impressed with their service and their: A) performance quality. B) delivery speed. C) delivery reliability. D) delivery window.

delivery window

A process that seeks to improve the performance of main value-added and necessary, non-value-added activities is a(n) ________ process.

development

Printing and binding a book take place ________ from the conversion of wood to paper pulp in a publishing supply chain.

downstream

A lead capacity strategy has the advantage of: A) a reduced risk of overbuilding. B) greater productivity due to high utilization levels. C) ensuring adequate capacity during all types of growth. D) the ability to put off large investments as long as possible.

ensuring adequate capacity during all types of growth

Before firms can progress to the fourth stage of alignment, they must: A) exploit core competencies. B) develop a new mission statement. C) develop order winners. D) abandon order qualifiers.

exploit core competencies

When the operations and supply chain areas are not linked with the overall business strategy, but instead follow industry practices, the firm is in this stage of alignment. A) internally neutral B) externally neutral C) internally supportive D) externally supportive

externally neutral

At the ________ stage of alignment, the business strategy seeks to exploit core competencies found within the operations and supply areas.

externally supportive

Before firms can think about progressing to the fourth stage of alignment (________), they must develop ________ within the operations and supply chain areas.

externally supportive and core competencies

A(n) ________-tier supplier for Acme sells directly to them.

first

Which of the following is primarily a supply chain management decision? A) from whom to purchase materials B) how many of each item should be produced C) the mix of labor skill and automation D) the location of the plant

from whom to purchase materials

The translation of an overall business strategy into a level of detail suitable for the marketing area is a(n) ________.

functional strategy

Operations can be considered a transformation process that takes things like materials, labor, and capital, called ________, and transforms them into goods or services, called ________.

inputs and outputs

Typical inputs to the transformation process include: A) tangible goods. B) satisfied customers. C) intangible needs. D) fulfilled needs.

intangible needs

The success of a strategy depends on doing many things well and: A) adjusting the company mission to match what you excel at. B) performing at a high level. C) doing them better than your competitors. D) integrating among them.

integrating among them

Costs incurred by defects that occur prior to delivery to the customer are called: A) external failure costs. B) internal failure costs. C) appraisal costs. D) prevention costs.

internal failure costs

The operations and supply chain strategy wasn't aligned with the business strategy nor the mission, so management could only hope to minimize the damage the operations function caused. This ________ stage was targeted for improvement next year.

internally neutral

The ________ function of an organization manages the movement of physical goods throughout the supply chain.

logistics

Taguchi defines quality in terms of: A) parts per million. B) losses. C) lot tolerance percent defective. D) acceptable quality levels.

losses

The ________ capacity strategy attempts to adjust the current capacity to a level equivalent to the current demand.

match

The ________ explains why an organization exists.

mission statement

The ability to produce a wide range of products or services is referred to as ________.

mix flexibility

The ability to produce a wide range of products or services is: A) mix flexibility. B) changeover flexibility. C) volume flexibility. D) run flexibility.

mix flexibility

Green Belts have: A) more Six Sigma training than Black Belts but less Six Sigma training than Champions. B) more Six Sigma training than Champions but less Six Sigma training than Team Members. C) more Six Sigma training than Black Belts but less Six Sigma training than Master Black Belts. D) more Six Sigma training than Team Members but less Six Sigma training than Black Belts.

more Six Sigma training than Team Members but less Six Sigma training than Black Belts

An arrow in a process map represents a: A) move activity. B) start or finish point. C) delay. D) creation of a document.

move activity

When constructing a fishbone diagram, brainstorming takes place during the: A) closed phase. B) narrow phase. C) wide phase. D) open phase.

open phase

The collection of people, technology, and systems within an organization that has primary responsibility for providing the organization's products or services is ________.

operations

Superior performance on a(n) ________ will not, by itself, give a company a competitive advantage.

order qualifier

Performance dimensions on which customers expect a minimum level of performance are called: A) order winners. B) minimum performers. C) recommended daily allowances. D) order qualifiers.

order qualifies

Four engineering firms completed the request for proposal to develop something called the Arpanet, but the firm of Bolt Beranek and Newman demonstrated a camaraderie and tighter team concept that proved to be the ________ that resulted in their selection to develop a four node network that became the Internet. A) order winners B) minimum performers C) recommended daily allowances D) order qualifiers

order winners

Core competencies can be described as: A) a declaration of mission that is focused on specific skills. B) organizational strengths and abilities that have been developed over time. C) only those processes that create products or provide services. D) elements of the supply chain that create value.

organizational strengths and abilities that have been developed over time

A(n) ________ is an example of an infrastructural element. A) building B) organizational structure C) office equipment D) fleet of delivery trucks

organizational structure

A ________ process performs the main, value-added activities of an organization.

primary

A set of tasks or activities that addresses the main value-added activities of an organization is a: A) process. B) primary process. C) support process. D) development process.

primary process

When demand is uncertain, the expected value criterion may be used. To do so, demand-level scenarios and their ________ must be identified.

probabilities, likelihood

A set of logically related tasks or activities performed to achieve a defined business outcome is a: A) process. B) primary process. C) support process. D) development process.

process

When an organization compares their processes to those of another firm outside their industry, they are engaging in ________.

process benchmarking

The ability of a non-centered process to meet certain quality standards is measured by its ________.

process capability index

Which of these continuous improvement tools would be best suited for showing all of the steps required to change your major to operations management? A) process map B) cause-and-effect diagram C) Pareto chart D) scatter plot

process map

Level two of the SCOR model divides SCM activities into _________.

process types

A)n) ________ plans and controls production in a manufacturing setting.

production manager

Mapping does NOT: A) create a common understanding of the content of a process. B) define the boundaries of a process. C) provide a detailed view of all elements external to the process. D) provide a baseline against which to measure the impact of improvement efforts.

provide a detailed view of all elements external to the process

A technique used to translate customer requirements into technical requirements is: A) quality assurance. B) statistical quality control. C) quality function deployment. D) continuous improvement.

quality function deployment

Among all supply chain functions, ________ is the most susceptible to breakdown. A) production B) logistics C) supplier selection D) relationship management

relationship management

Efforts to improve cooperation among firms in the supply chain can be characterized as: A) globalization. B) domestic focus. C) relationship management. D) electronic commerce.

relationship management

The American-made car I purchased as a starving graduate student was not the sleek, high-performance machine that full professors park in faculty parking, but it performed admirably. For the next twenty years I could count on one thing every morning it would start when I turned the key. This vehicle had outstanding ________ quality.

reliability

The ________ dimension of quality asks how long a product can go between failures or the need for maintenance. A) warranty B) lifetime C) serviceability D) reliability

reliability

Lieutenant Columbo donned his raincoat and hopped into his 1959 Peugeot, hot on the trail of another condescending millionaire murder suspect. The Peugeot always drew stares, not because it was a rare automobile, but because it was an eyesore. It had one redeeming quality every time he sat behind the wheel and turned the key in the ignition, it would start. Thus, the car scored well on the: A) mix flexibility scale. B) changeover flexibility scale. C) reliability quality scale. D) delivery reliability scale.

reliability quality scale

Which of these SCOR model flows moves in the opposite direction from the others? A) Plan B) Return C) Source D) Make

return

After calculating the applicant's credit score, the system required the applicant to provide a health history. This activity would be represented on a process map with which symbol? A) B) C) D)

rhombus

A professor assigns a massive homework set the first day of class that will be due the day the students walk in to take their first exam of the semester. Over the weekend he grades the homework and the exam papers and as he reviews the results, it occurs to him that students that worked more of the 40 problems in the homework assignment appeared to be more successful on the exam. Which of the continuous improvement tools would be most appropriate for displaying this phenomenon? A) statistical process control (SPC) B) scatter plot C) Ishikawa diagram D) Pareto chart

scatter plot

A customer that concentrates on the ease of repair or support for the product or service is concerned primarily with the ________ dimension of quality.

serviceability

Which of the following is NOT a generic performance dimension of operations and supply chain activities? A) quality B) time C) flexibility D) social responsibility

social responsibility

The majority of the total operating budget for most organizations is: A) engineering costs. B) advertising costs. C) supply chain costs. D) equipment maintenance costs.

supply chain costs

Most organizations function as part of larger ________ that are linked through physical, monetary, and information flows.

supply chains

Which tool should be used to track the movement of a customer's complaint from one department to the next until it is resolved? A) process map B) swim lane map C) entity map D) data flow map

swim lane map

Consider a typical cycle of emailing a professor a question about class and waiting for a response. Which of the following statements is correct? A) The percent value-added time is low. B) The cycle time is impossible to determine with any accuracy. C) The quality of the response is easy to measure. D) The professor's productivity is easy to measure.

the percent value-added time is low

The probability of rejecting a lot with quality better than the acceptable quality level is: A) the lot tolerance percent defective. B) the lot tolerance percent acceptable. C) the consumer's risk. D) the producer's risk.

the producer's risk

Throughput

the rate at which the system generates money through sales

8) The maximum output capability of a system, allowing for no adjustments for scheduled or unscheduled maintenance is the ________.

theoretical capacity

Which of the following is NOT an appropriate measure of capacity? A) square yards of carpet installed per hour B) number of cars assembled per month C) thickness of laminate on a desktop D) printed pages per minute

thickness of laminate on a desktop

In statistical terms, a process that achieves Six Sigma quality will generate about: A) zero defects per million opportunities. B) six defects per million opportunities. C) three defects per million opportunities. D) thirty-four defects per million opportunities.

three defects per million opportunities

A major retailer wants to sell items as cheaply as possible while maintaining an attractive and enjoyable shopping atmosphere. Spending too much on ambience will raise prices and drive away shoppers but spending too little will drive shoppers away also. Clearly, the retailer is faced with a(n) ________.

trade-off

A learning percentage of 80 means that each time output is doubled, it takes ________ percent less time to produce than before.

twenty

Peter prints out a cover for the TPS report he just completed. This activity would be represented on a process map with which symbol? A) B) C) D)

upside-down kasnas

A second-tier supplier is located ________ from a first-tier supplier.

upstream

An activity or firm that is positioned earlier in the supply chain relative to another activity or firm is said to be ________.

upstream

A person or company taking the stance that quality must be judged, in part, by how well the characteristics of a particular product or service align with the needs of a specific user is taking the ________ perspective.

value

One way to quantify the overall value of an item or service to a customer is by using a(n) ________.

value index

A collection of companies decides to work together for a while to provide service for what they see as a short term window of opportunity. These firms plan to coordinate their activities by deploying sophisticated information systems to share critical data. Each of these companies is skilled at one or two core activities — design, manufacturing, distribution, marketing, and so on. This association of companies can be described as a(n) ________.

virtual supply chain

Which type of flexibility would be the most difficult to achieve for a two-chair barbershop? A) mix flexibility B) changeover flexibility C) volume flexibility D) run flexibility

volume flexibility

An automobile windshield manufacturer wants to verify that their process is producing windshields of an appropriate thickness. The best tool to determine this information is a(n): A) process capability ratio. B) process capability index. C) x-bar chart. D) operating characteristics curve.

x-bar chart

In the Sweet Action! supply chain, the flowers produce the nectar which is collected by the bees. The busy bees take this nectar and produce honey, which is collected by the beekeeper, who puts it in quart jars and supplies it to the baker. The baker produces a lovely array of confections, which are purchased by the local restaurant. The restaurant sells these confections to their loyal diners, who gleefully consume them and nag the chef for his recipe. Which of these statements about this supply chain is best? A) The busy bees are a first-tier supplier of the local restaurant. B) The beekeeper is a first-tier supplier of the local restaurant. C) The baker is a first-tier supplier of the local restaurant. D) The local restaurant is a first-tier supplier of the loyal diners.

The baker is a first-tier supplier of the local restaurant.

In the Sweet Action! supply chain, the flowers produce the nectar which is collected by the bees. The busy bees take this nectar and produce honey, which is collected by the beekeeper, who puts it in quart jars and supplies it to the baker. The baker produces a lovely array of confections, which are purchased by the local restaurant. The restaurant sells these confections to their loyal diners, who gleefully consume them and nag the chef for his recipe. Which of these statements about this supply chain is best? A) The busy bees are a second-tier supplier of the local restaurant. B) The beekeeper is a second-tier supplier of the local restaurant. C) The baker is a second-tier supplier of the local restaurant. D) The local restaurant is a second-tier supplier of the loyal diners.

The beekeeper is a second-tier supplier of the local restaurant.

In the Sweet Action! supply chain, the flowers produce the nectar which is collected by the bees. The busy bees take this nectar and produce honey, which is collected by the beekeeper, who puts it in quart jars and supplies it to the baker. The baker produces a lovely array of confections, which are purchased by the local restaurant. The restaurant sells these confections to their loyal diners, who gleefully consume them and nag the chef for his recipe. Which of these statements about this supply chain is best? A) The busy bees are within the span of the SCOR model of the local restaurant. B) The beekeeper is within the span of the SCOR model of the local restaurant. C) The loyal patrons are within the span of the SCOR model of the beekeeper. D) The loyal patrons are within the span of the SCOR model of the busy bees.

The beekeeper is within the span of the SCOR model of the local restaurant.

Which of these statements about the SCOR model is best? A) The SCOR model consists of four levels that describe supply chain processes in increasing detail. B) The core management processes of the model are Source, Collaborate, Operations, and Return. C) The model makes provisions for different levels of customization. D) The process types detailed in level one are Planning, Execution, and Enable.

The model makes provisions for different levels of customization.

The collection of people, technology, and systems within an organization that has primary responsibility for providing the organization's products or services is called: A) the supply chain. B) the operations function. C) the evoked set. D) relationship management.

The operations function

Which of the following statements about the operations function is NOT correct? A) Inputs to operations can take many different forms. B) Nearly all operations activities require coordination with other business functions. C) The outputs of an operations function are always tangible. D) Operations management activities are information and decision intensive.

The outputs of an operations function are always tangible.

What are the seven core ideas of total quality management?

The seven core principles of total quality management are customer focus, leadership involvement, continuous improvement, employee empowerment, quality assurance, supplier partnerships, and strategic quality plan.

In the Sweet Action! supply chain, the flowers produce the nectar which is collected by the bees. The busy bees take this nectar and produce honey, which is collected by the beekeeper, who puts it in quart jars and supplies it to the baker. The baker produces a lovely array of confections, which are purchased by the local restaurant. The restaurant sells these confections to their loyal diners, who gleefully consume them and nag the chef for his recipe. Which of these statements about this supply chain is best? A) There is only one first-tier supplier in this supply chain. B) There are only two first-tier suppliers in this supply chain. C) There are only three first-tier suppliers in this supply chain. D) There are four first-tier suppliers in this supply chains.

There are four first-tier suppliers in this supply chain.