SCMA - 320

In a service blueprint, which of the following separates front office from back office activities?

Line of visibility

Following the previous question, which of the following would best describe CustomInk's production process strategy?

Make to order

An efficient supply chain would be most closely aligned with which of the following production strategies?

Make to stock

To draw a service blueprint, you should typically start by:

Mapping the customers' sequence of activities

Which of the following is a type of manufacturing process structure? Check all that apply

batch continuous flow job shop and one more... back office hybrid office assemble to order make to stock design to order front office assembly line

Refer to Scenario B. What would Task A's utilization be? Pick the closest answer.

100%

Consider a housekeeper at a hotel. The housekeeper cleans rooms in batches - it batches rooms by floor (10 rooms per floor). Each room take 20 minutes to clean. Before cleaning each floor, the housekeeper must setup their cleaning materials by restocking cleaning supplies & linens, emptying the vacuum, changing mop heads, etc.; this takes 30 minutes. Suppose for this example that a housekeeper blocks off the entire floor when setting up and cleaning the rooms on that floor. What is the throughput time for cleaning a floor, in minutes? Pick the closest answer.

230

Scenario A: Consider the following process flowchart for a hypothetical quick service restaurant. Throughput times are listed in parentheses after the name of each activity. For all questions, answer using customers and/or minutes as your units of measure. There are no inventory buffers between any stations; instead, blocking occurs for upstream activities. Take Order (6.1 minutes) ----> Prepare drinks (4.7 minutes) ----> Prepare food (7.9 minutes) -----> Assemble order (5.2 minutes) ----> Take payment (5.5 minutes). Each activity uses its own workers & equipment. The Prepare Food activity can handle 2 customers at once; each of the others can handle 1 customer at a time. What is the throughput time (in minutes) for the entire process (from the start of the take order activity through the end of the take payment activity)? Pick the closest answer.

30

Refer to Scenario A. What is the cycle time for the prepare food activity, in minutes? Pick the closest answer.

4

Which of the following is NOT a cause of the bullwhip effect?

Average consumer demand

Scenario B: Consider the following generic manufacturing process. Throughput capacities are listed in parentheses after the name of each activity. Each task is performed by a separate piece of equipment. There is an inventory buffer between each station, and assume there is no limit on how big the inventory buffer can become. Suppose the process starts with all buffers being empty. Task A (8 units/hr) ----> (Inventory buffer) ---> Task B (12 units/hr) ----> (inventory buffer) ---> Task C (4 units/hr) -----> (inventory buffer) ----> Task D (7 units/hr) Which task(s) would be starved? Pick all that apply (2 pts)

B, D

The process of restocking store shelves at Walmart is best described as which of the following?

Back office

DMAIC is an acronym which represents

The stages of the process improvement model

What must all processes​ have?

inputs and outputs

Which of the following is NOT true of a properly designed continuous flow process?

it has high levels of resource flexibility

A workstation or activity in a process is a bottleneck if

it has the smallest average capacity

Which of the following competitive priorities should a responsive supply chain NOT pursue

low cost

Back office services typically​ emphasize:

low cost operations and​ on-time delivery.

Which of the following production process strategies would carry the highest levels of finished goods in its supply chain?

make to stock

A manufacturer that produces standard products in large volumes is likely to be using​ a(n):

make to stock strategy

The competitive priorities for a process _____

may change over time.

Refer to Scenario A. Which task(s) would be blocked? Pick all that apply. (2pts) Take order Prepare drinks Prepare food Assemble order Take payment

none of the above

Refer to Scenario A. What is the utilization of the Assemble Order stage? Pick the closest answer.

not 15%

The three core functional areas of any business organization are

operations, marketing, and finance.

Jerry wants a haircut. But, Jerry can only spend $5 on it. Jerry finds 3 local barbers that are able to provide a haircut for $5.

order qualifier

Following the previous question, suppose Jerry selects the one barber that also offers beard trims as well as hair cuts. In this case, product variety would appear to be a(n)

order winner

The key, defining characteristic of a manufacturing process is that it has

physical, durable output.

Refer to Scenario A. Which task is the bottleneck?

take order

Process divergence is best described as

the extent to which the flow of items (or customers) throughout the process may vary from one to the next

Throughput time is defined as

the total elapsed time from the start to the finish of a job being processed at one or more work centers, including the time a job waits for processing.

When you buy a product from Walmart, it typically ships the item directly to you via FedEx. The role of FedEx in this case is:

third party logistics

The maximum rate at which a resource or activity is capable of outputting units is called its

throughput capacity

In reverse logistics, the role of gatekeeping is _________

to ensure returned items are accurate and in saleable condition

Using an airline example for competitive​ priorities, the process capability of handling service needs of all market segments and promotional programs would be best described by

variety.

A service which emphasizes low cost should have which of the following appear in its service blueprint

A large presence of back office activities Relatively few customer contact points

Which of these statements about processes is NOT​ true?

A process can exist without customers.

CustomInk (https://www.customink.com/ Links to an external site.) produces custom shirts using a customer's design. Shirts which require embroidery have a minimum order size of 12 shirts; all shirts in the order are processed at the same time. For these, CustomInk provides customers with a set menu of options for shirt types and threading for embroidery.

Batch

The bullwhip effect involves which of the following?

Information distortions in the supply chain

Following the previous question, what is the throughput capacity for housekeeping in rooms per minute? Pick the closest answer.

.04

Suppose you have a two-activity sequential process: Task 1 ---> Task 2. Task 1 has a throughput capacity of 10 units per hour; task 2 has a throughput capacity of 15 units per hour. What is the cycle time for task 1 (in hours)? Pick the closest answer.

.1

Refer to Scenario A. What is the actual throughput rate out of the Take Payment station, in customers per minute? Pick the closest answer.

.15

What would Task D's utilization be? Pick the closest answer.

60%

Suppose you have a two-activity sequential process: Task 1 ---> Task 2. Task 1 has a throughput capacity of 10 units per hour; task 2 has a throughput capacity of 15 units per hour. What is the utilization for task 2? Pick the closest answer.

66%

Some benefits of domestic (local) outsourcing are that it can enable ___. Check all that apply

A firm to focus on its core competencies More flexibility in how it uses its resources Lower cost structures

Which of the following is a clear indication that process improvements need to be made?

A process's competitive capabilities are misaligned with its competitive priorities

Which of the following tends to occur, which is often helpful in identifying bottlenecks?

Blocking occurs before the bottleneck; starvation occurs after the bottleneck

The logistics function of an organization is primarily responsible for which of the following?

Both managing inventory in a warehouse and managing transportation of goods

In a service blueprint, customer contact points are identified by:

Crossing the line of interaction

Flowcharts and service blueprints most likely fall under which category of the six-sigma process improvement model (DMAIC)?

Define

Bic ballpoint pens are most likely which type of product?

Functional

The procurement group in an organizations is primarily responsible for which of the following?

Identifying suppliers to purchase goods/service from

There are three consecutive steps in a customer service process. The first two steps are each capable of serving 25 customers per hour while the third step can process only 20 customers per hour. Suppose that buffers (lines) can form anywhere within the process. Which of the following statements regarding this system is​ true?

If all steps are run at full​ capacity (100% utilization), a line of customers would form in front of the third step.

Why are services difficult to capture in a standard flowchart?

In a service, each transaction is unique Customer interaction points are not typically presented in a flowchart It is important to distinguish front and back office activities in a service Flowcharts are geared towards static, predictable processes

When properly executed, an efficient supply chain might have long lead times to make a product, yet would still be able to fill all of its customers' orders immediately. Why?

It uses finished goods inventory as a buffer

Time studies fall under which category of the six-sigma process improvement model (DMAIC)?

Measure

Refer to Scenario B. Which task(s) would be blocked? Pick all that apply (2 pts)

None

How do the oscillations of the bullwhip effect change as you move upstream (i.e., from customers to suppliers)?

Oscillations get larger

Suppose a small bakery hires a local printing company to produce the cardboard boxes used for their cookies. This is an example of ____

Outsourcing

The chair used in a barbershop should appear under which component of a service blueprint?

Physical evidence

Refer to Scenario A. Which task(s) would be starved? Pick all that apply. (2pts)

Prepare drinks Prepare food Assemble order Take payment

Which one of the following statements is more of a general characteristic of a service​ process, as compared to a manufacturing​ process? Check all that apply.

Quality is more difficult to measure for services.

A design-to-order product would primarily carry which type of inventory in the supply chain?

Raw materials

High fashion goods would likely warrant which type of supply chain?

Responsive

Suppose you run a microbrewery, which sells its beers to directly to consumers, as well as supermarkets. The beer you make is made primarily from barley, hops, yeast, rice, and water - all of which you purchase from outside vendors. Which of the following are downstream to your company in the supply chain? Check all that apply.

Supermarkets The trucking company that ships products from your company to the supermarkets End consumers Inventory held at the supermarket

Which of the following are components of a supply chain? Check all that apply.

Suppliers' suppliers Suppliers Manufactured goods Your company Information Customers

Which of the following are likely to occur if an efficient supply chain design is used for an innovative product? Check all that apply.

Supply would often be out of sync with demand Excess finished goods inventory would exist at the end of the product's life The company would be unable to quickly adapt to changes in customers' preferences

Some of the risks of captive offshoring include ____. Check all that apply

Susceptibility to changes in governmental policies Backlash from local workers and/or politicians Less predictable delivery times

Which of the following is NOT a characteristic of a "good" (well-managed) bottleneck in a process?

The bottleneck can be performed by relatively unskilled workers

Describe how a time study and a flowchart/service blueprint can complement one another.

They can complement each other by allowing you to see both sides. The flowchart shows the process and the time study shows the amount of time it actually takes to complete the process.

Consider Chevrolet. Suppose they buy tires for new cars directly from Goodyear. Goodyear buys wire beads used in the tires from US Bead, company specializing in manufacturing wire beads. US Bead buys raw steel to make its wires from US Steel. US Steel in this example would be what, in relation to Chevrolet?

Tier 3 supplier

Which of the following tools would help you measure how long it takes to perform an activity?

Time study

A company can offshore a portion of its supply chain without outsourcing it.

True

For an innovative product, which of the following statements is best?

Uncertainty must be accepted, but anticipated

Suppose I wanted to estimate the satisfaction of drive-thru customers at McDonalds. To do this, I randomly poll 10 customers per day, over a 30 day span, and use the average across these transactions as my estimate. Which of the following would best describe this method?

Work sampling

Why is it important for a continuous flow process (e.g., power production) to use extremely reliable equipment? Check all that apply.

a continuous flow process cannot readily reroute work when equipment breaks down the tasks performed by any piece of equipment in a continuous flow process are typically specific to that particular piece of equipment, and cannot be performed by anything else in the process

For a large, national restaurant chain (e.g., Outback Steakhouse) customers tend to expect the same service, ambience, menu, taste of food, dining experience, etc. regardless of which particular location they visit. This most closely relates to which of the following competitive priorities?

consistent quality (i.e., conformance quality)

A job shop process should be preferred​ when:

customization is high and volume is low.

The product−process matrix used to analyze manufacturing operations brings together the elements ​of:

customization, volume, and process divergence.

The average amount of time it takes for a resource or activity to output one unit is called the

cycle time

Service processes usually have

fast response times.

Which production process strategy is the most labor intensive?

front office ??? not - make to stock