ISDS3115_test#2_homeworkquestions
Which of the following is the japanese term used to describe coutinout improvement efforts? A. poka-yoke B. kaizen C. six sigma D. Kanban
B. kaizen
Quality circles empower employees to improve productivity by finding solutions to work related problems in their work area
True
Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work are
True
The Cpk index measures the differences between the desired and actual dimensions of goods or services produced
True
design capacity is the theoretical maximum output of a system in a given period under ideal conditions
True
mean charts and range complement one another, one detecting shifts in process average, the other detecting shifts in process dispersion
True
When assumptions of the M/M/q, M/M/S, M/D/1, and limited population queuing models do not hold true, there are no other approaches available to us
False
a process that is in statistical control will always yield products that meet their design specifications
False
quality is mostly the business of the quality control staff, not ordinary employees
False
the biggest advantage of product layout is it flexibility to handle a varied product mix
False
The steeper and OC curve, the better discriminates between good and bad lots
TRUE
a copy center has five machines that servce many customers throughout the day the waiting line systme for copy servoce has an infinite population while the waitin gline system for copier maintanance has finite population
TRUE
Acceptance sampling accepts or rejects an entire lot based on the information contained in the sample
True
An example of an intangible cost, as it relates to location decisions, is the quality of education
True
Expected output is sometimes referred to as rated capacity
True
In the analysis of queuing models, the Poisson distribution often describes arrival rates, while service times are often described by the negative exponential distribution
true
One drawback of a product oriented layout is the work stoppage at any one point ties up the whole operation
true
One guideline for determining the arrangement and space allocation of a retail store is place high impulse and high margin items in prominent locations
true
Some degree of variability is present in almost all processes
true
The phase six sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success
true
a firm's process strategy is it approach to transforming resources into goods and services
true
a process oriented layout is the traditional way to support a product differentiation strategy
true
acceptance sampling accepts or rejects an entire lot based on the information contained in the sample
true
one drawback of a product-oriented layout is that work stoppage at any one point ties up the whole operations
true
the cost of waiting decreases as the service level increases
true
the ratio of labor cost per day to productivity in units is the labor cost per unit
true
Process oriented layouts typically have low levels of work in process inventory
False
Sources inspection is inferior to inspection before costly operation
False
The typical full service restaurant uses a product focused process
False
Capacity decisions are based on technological concerns not demand factors
false
Product oriented layout tends to have high levels of work in process inventories
false
To measure the voltage of batteries, one would sample by attributes
false
consider a production line with five stations. station 1 can produce a unit in 9 minutes. station 2 can produce a unit in 10 minutes. station 3 has two identical machines, each of which can process a unit in 12 minutes (each unit only needs to be processed on one of the two machines). station 4 can produce a unit in 5 minutes. station 5 can produce a unit in 8 minutes. which station is the bottleneck station? station 1 station 4 station 3 station 2 station 5
station 2
Which type of layout features departments or other functional groupings in which similar activities are performed? A) process-oriented B) product-oriented C) fixed-position D) mass production E) unit production
A) process-oriented
An investment that generated a series of uniform and equal cash flows amounts is referred as A, an annuity B. Net present value C. future value D. cash flow
A, an annuity
What is the percentage defective in an average lot of goods inspected through acceptance sampling? A. AOQ B. AQL C. LTPD D. OC curve
A. AOQ
Most queuing models assume what type of service discipline? A. FIFO B. Critical ratio C. LIFO D. shortest processing time
A. FIFO (first-in, first-out)
What is a system that stores and displays information that can be linked to a geographic location A. GIS B. ASRS C. RFID D. CIM
A. GIS (geographic information system)
A c chart is based on the A. Poisson distribution B. Erland distribution C. normal distribution D. binomial distribution
A. Poisson distribution
Which of the following NOT true regarding layout decisions? A. To obtain flexibility layout operations mangers could keep investments high B. Layout designs need to be viewed as dynamic because of our increasingly short-life-cycle and mass customized world C. an effective layout can help an organizations achieve a strategy that supports differentiation, low cost or response D. Layout is one of the key decisions that determines the long run efficiency of operations
A. To obtain flexibility layout operations mangers could keep investments high
Which of the following would NOT be produced or offered using fixed positions layout? A. a hospital emergency room B. a hospital operating room C. a highway D. a ship
A. a hospital emergency room
The "A" on an office relationship chart means A. absolutely necessary B. across from C. absolutely unimportant D. nothing; it is not used on an office relationship chart
A. absolutely necessary
Which of the following determinants of service quality means approachability and ease of contact A. access B. security C. courtesy D. tangibles
A. access
Efficiency is given by A. actual output divided by effective capacity B. effective capacity divided by actual output C. design capacity divided by utilization D. actual output divided by design capacity
A. actual output divided by effective capacity
A fixed position layout A. addresses the layout requirements of large, bulky, projects such as ships and buildings B. seeks the best personnel and machine utilization in repetitive or continuous production C. groups workers, their equipment, and spaces/offices to provide the movement of information D. allocated shelf space and responds to customer behaviors
A. addresses the layout requirements of large, bulky, projects such as ships and buildings
Which of the following is NOT one of the tasks of random stocking systems? A. assigning certain items or classes of items to particular warehouse ares so that the total distance traveled within the warehouse is maximized B. marinating accurate recordings or existing inventory and its locations C. Maintaing is list of "open" locations D. sequencing items to minimize the travel time required to "pick" orders
A. assigning certain items or classes of items to particular warehouse ares so that the total distance traveled within the warehouse is maximized
Which service strategy describes separating services that may lend themselves to some type of automation? A. automation B. separation C. focus D. modules
A. automation
Which of the following products is likely to be assembles on a repetitive process line? A. automobiles B. steel C. beer D. custom cakes E. customer personal computers
A. automobiles
Which of the following is an example of technology's impact on wholesale/retail trade industry? A. bar coded date B. automatic toll booths C. interactive TV D. automatic teller machines
A. bar coded date
The difference between selling price and variable cost is called A. contribution B. bottleneck C. the break even point D> fixed cost
A. contribution
Which of the following is an example of a finite arrival population? A. copy machines in copying shop that break down B. cars arriving at a suburban car wash C. students at a large university registering for classes D. shoppers arriving at a supermarket E. all of the above
A. copy machines in copying shop that break down
When making a location decision at the region/community level, which of these would be considered? A. cost and availability of utilities B. air, rail, highway, waterway systems C. zoning restrictions D. government rules, attitudes, stability, incentives E. cultural and economic issues
A. cost and availability of utilities
What are the two most important cost consideration in queuing problems? A. cost of providing service and cost of waiting time B cost of providing service and cost of marketing C. cost of line management and cost of marketing D. cost of lost time waiting and cost of marketing
A. cost of providing service and cost of waiting time
A process oriented layout A. deals with low volume; high variety production B. deals with high volume, low variety production C. seeks the best personnel and machines utilization in repetitive or continuous production D. addresses the layout requirements of large, bulky projects such as ships buildings
A. deals with low volume; high variety production
the objective of layout strategy is to A. develop an effective and efficient layout that i will meet the firm's competitive requirements B. minimize space used C. minimize cost D. maximize worker satisfaction E. maximize flexibility
A. develop an effective and efficient layout that i will meet the firm's competitive requirements
Managing quality helps build successful strategies of A. differentiation, low cost and response B. differentiation time and service C. differentiation, low cost and service D. differentiation, time and response
A. differentiation, low cost and response
What does EMV stand for? A. expected monetary value B. enterprise management valuation C. expected machine valuation D. expected maintenance volume
A. expected monetary value
Which of the following moves production to a large work cell that remain part of the present facility? A. focused work center B. focused factory C. fixed postion layout D. cross rocking
A. focused work center
Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline A. histogram B. cause and effect diagram C. flowchart D, scatter diagram
A. histogram
Attribute inspections measure A. if the product is good or bad B. if cause and effect are present C. whether or not the product attributes conform to the inspector's personal tastes D. such dimensions as weight, speed, size or strengths to see if an item falls within an acceptable range
A. if the product is good or bad
A job shop is an example of a A. intermittent process B. continuos process C. line process D. repetitive process E. specialized process
A. intermittent process
Which of the following phrases best describes process focus? A. low volume, high variety B. high fixed costs, low variable costs C. low inventory D. finished goods are usually made to forecast and stored E. operatiors are less broadly skilled
A. low volume, high variety
Process capability A. means that the natural variation of the process must be small enough to produce products that meet the standard B. existis only in theory; it cannot be measured C. exists when Cpk is less than 1.0 D. is assured when the process is statistically in control
A. means that the natural variation of the process must be small enough to produce products that meet the standard
Process capability means A. means that the natural variation of the process must be small enough to produce products that meet the standard B. exists only in theory; it cannot be measured C. exists when Cpk is less than 1.0 D. is assured when the process is statistically in control
A. means that the natural variation of the process must be small enough to produce products that meet the standard
A concert hall, employing both ticket takers and ushers to seat patrons, behaves typically as which of the following? A. multiple server, multiphase system B. single server, multiphase system C. single-server, single phase system D. multiple server, single phase system
A. multiple server, multiphase system
which distribution most frequently describes the arrival rate in queuing theory A. poisson B. beta C. negative exponential D. normal
A. poisson
A C chart is based on A. poisson distribution B. Erland distribution C. normal distribution D. binomial distribution
A. poisson distribution
The ______________layout's main objective is to equalize the task time for each station A. product oriented B. Job shop C. Office D. fixed position E. work cell
A. product oriented
Which of the following costs is NOT a cost of quality? A. research and development B. lost goodwill C. reword D. scrap
A. research and development
Which of the following is NOT a cost of quality? A. research and development B. scrap C. rework D. lost goodwill
A. research and development
which of the following is NOT one of the five elements for each city that geographic information system use to analyze location decision factors A. rivers, mountains, lakes and forest B. residential areas C. cultural and entrainment centers D. transportation options
A. rivers, mountains, lakes and forest
A quality loss function includes all of the following costs EXCEPT A. sales costs B. inspection, warranty, and service costs C. the cost of scrap and repair D. cost to society E. the cost of customer dissatisfaction
A. sales costs
Which is NOT a production technology that enhances production and productivity? A. service blueprinting B. vision system C. automatic identification system D. process control
A. service blueprinting
The American society for quality is defines quality as A. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs B. even though it cannot be defined, you know what it is C. how well a product fits patterns of consumer preferences D. the degree of excellence at an acceptable price and the control of variability at an acceptable cost
A. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
one of the similarities between process focus and mass customization is A. the variety of outputs B. many departments and many routings C. the use of modules D. the volume of outputs E. all of the above are similarities
A. the variety of outputs
Which of the following is NOT true layouts decisions? A. to obtain flexibility in layout, operations managers could keep investments high B. Layout designs need to be viewed as dynamic because of out increasingly short life cycle and mass customized world C. an effective layout can help an organization achieve a strategy that supports differentiation, low cost, or response D. layout is one of the key decisions that determines that long run efficiency of operations
A. to obtain flexibility in layout, operations managers could keep investments high
which of the following is NOT true regarding layout decisions? A. to obtain flexibility in layout, operations managers could keep investments high B. layout designs need to be viewed as dynamic because of out increasingly short life cycle and mass customization in the world C. an effective layout can help an organization achieve a strategy that supports differentiation low coast or response D. Layout is one of the key decisions that determines the ling run efficiency of operations
A. to obtain flexibility in layout, operations managers could keep investments high
which of the following techniques might a service or retail organization use to make a location decisions A. traffic counts B. Crossover charts C. location cost volume analysis D. transportation method
A. traffic counts
Harley Davidson A. uses work cells to deed its assembly line B. utilizes jobs shops to make each of its modules C. uses a large number of modules to build a small number of different bikes D. uses product focused manufacturing E. all of the above are true
A. uses work cells to deed its assembly line
Which of the following arranges machinery and equipment to focus on production of a single product or group of related products? A. work-cell layout B. process oriented layout C. product-oriented layout D. fixed position layout
A. work-cell layout
As the level of service increases the cost of providing service A. first decreases, then increases B. increases C. decreases D. remains unchanged
B. increases
The reason fast food restaurants often are found in close proximity to each other is: A) they enjoy competition. B) location clustering near high traffic flows. C) low cost. D) availability of skilled labor. E) all of the above.
B) location clustering near high traffic flows.
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? A) bureaucratic risk B) political risk C) legislative risk D) judicial risk E) democratic risk
B) political risk
The staff training center at a large regional hospital provides training sessions in CPR to all employees. Assume that the capacity of this training system was designed to be 1200 employees per year. Since the training center was first put into use, the program has become more complex, so that 1050 now represents the most employees that can be trained per year. In the past year, 950 employees were trained. The efficiency of this system is approximately ____ and its utilization is approximately ____. A. 79.2%; 90.5% B. 90.5%; 79.2% C. 110.5%; 114.3% D. 87.5%; 950 employees E. 950 employees; 1050 employees
B. 90.5%; 79.2%
Which of the following represents customers that reneged die to the waiting lines? A. a black friday shopper skipped one store because the line went around the building B. A customer at a gas station went inside to buy a soda, but after waiting in line for a minute left the soda behind and went outside C. A student ordered pizza online because the phone line was busy D. a husband and wife decided to eat out instead after seeing the movie ticket line E. a car drives past the first fast food restaurant on hamburger row because the dive through was full
B. A customer at a gas station went inside to buy a soda, but after waiting in line for a minute left the soda behind and went outside
Which is the best statement regarding an operating characteristic curve? A. as the lot tolerance percent decreases decreases, the consumers rick also decreases B. As the AQL decreases the producer's rick decreases C. as the fraction defective decreases, the probability of accepting the lot also decreases D. As the fraction defective increases, the probability of accepting the lot also increases
B. As the AQL decreases the producer's rick decreases
what is a means of finding the point in dollars and units at which sots equal revenues? A. bottleneck analysis B. capacity analysis C. break-even analysis D. zero sum analysis
C. break-even analysis
A manager tells her production employees, "it's no longer good enough that your work falls anywhere within the specification limits. I need you work to be as close to target value as possible" Her thinking is reflective of: A. process control charts B. Taguchi concepts C. Six sigma D. interal benchmarking E. ISO 9000
B. Taguchi concepts
Which of the following statements regarding "six sigma" is TRUE? A. The six sigma program was developed by toyota in the 1970s B. The term has two distinct meanings-- one is statistical; the other is a comprehensive quality system C. six sigma means that about 94 percent of firm's output free of defects D. Six Sigma program is for manufacturing firms and is not applicable to service
B. The term has two distinct meanings-- one is statistical; the other is a comprehensive quality system
Which of the following statements is NOT true about the process capability ratio? A. the process capability ratio is a ratio for determining whether a process meets design specifications B. a capable process has a process capability ratio less than one C. the process capability ratio is computed as the difference of the upper and lower specification limits divided by dix standard deviations D. the process capability ratio is a ratio of specification to the process variation
B. a capable process has a process capability ratio less than one
Which of the following statements is NOT true about the process capability ratio? A. the process capability ratio is a ratio for determining whether a process meets design specifications B. a capable process has a process capability ratio less than one C. the process capability ratio is computed as the difference of the upper and lower specification limits divided by six standard deviations D. the process capability ratio is a ratio of the specification to the process variation
B. a capable process has a process capability ratio less than one
the requirements of work cells do NOT include A. testing at each station in the cell B. a high level of training and a low level of flexibility C. identification of families of products D. being self contained with its own equipment and resources
B. a high level of training and a low level of flexibility
Which is the best statement regarding an operating characteristic curve? A. as the lot tolerance percent defective decreases, the consumer's risk also decreases B. as the AQL decreases, the producers risk also decreases C. as the fraction defective decreases, the probability of accepting the lot also decreases D. as the fraction defective increases, the probability of accepting the lost also increases
B. as the AQL decreases, the producers risk also decreases
Cross docking A, uses the warehouse to add value to the product through component modification, repair, labeling or packaging B. avoids placing the materials or supplies in storage by processing them as they are received for shipment C. combines orders to reduce picking time D. locates stock wherever there is an open location
B. avoids placing the materials or supplies in storage by processing them as they are received for shipment
The number of defect after a hotel room cleaning (sheets not straight smears on mirror, missed debris on carpet, etc) should meausre using what type of control chart? A. x bar chart B. c bar chart C. R chart D. p chart E. either x bar chart or R chart
B. c bar chart
Which of the following methods is a mathematical technique used for finding the best location for a single distribution point that services several stores or areas? A. Transpiration model B. center of gravity method C. factor rating method D. locational cost volume analysis
B. center of gravity method
A success TQM program incorporates all EXCEPT which of the following? A. continuous improvement B. centralized decision making authority C. employee involvement D. benchmarking E. JIT
B. centralized decision making authority
Which of the following is an example of a finite arrival population A. students at a large university registering for classes B. copy machines in a copying shop that break down C. cars arriving at a suburban car wash D. shoppers arriving at a supermarket E. all of the above
B. copy machines in a copying shop that break down
What process uses warehousing to add value to a product through component modification, repair, labeling and packaging A. ambient conditioning B. customizing C. cross docking D. servicesscaping
B. customizing
The transportation model A. determines the crossover point between two different locations B. determines the best pattern of shipment from several points of supply to several points of demand C. finds location of a single distribution center that minimized distribution costs D. uses both qualitative and quantize factor
B. determines the best pattern of shipment from several points of supply to several points of demand
The objective of layout strategy is to A. improve customer interaction B. develop an effective and efficient layout that will meet the firms competitive requirements C. improve employee moral D. improve the flow information
B. develop an effective and efficient layout that will meet the firms competitive requirements
Which of the following is NOT one of the techniques for building employee empowerment A. building high morale organizations B. eliminate formal organization structures such as teams and quality circles C. Develop open supportive supervisors D. Build communication networks the include employees
B. eliminate formal organization structures such as teams and quality circles
Which of the following is NOT one of the techniques for building employee empowerment? A. build high moral organization B. eliminate formal organization structures such as terms and quality circles C. develop open supportive supervisions D. build communication networks that include employees
B. eliminate formal organization structures such as terms and quality circles
What is the ability to respond with little penalty in time cost, or customer value? A. postponement B. flexibility C. repetitive process D. mass customization
B. flexibility
Which is a drawing of the movement of material product or people? A. proces chart B. flowchart C. RFID D. AIS
B. flowchart
Which of the following is the Japanese term used to describe continuous improvement efforts? A. poka-yoke B. kaizen C. six sigma D. kanban
B. kaizen
Which of the following is NOT helpful for retail layout? A. distribute what are known in the trade as "power items" to both sides of an aisle B. keep end aisle locations empty to facilitate traffic flow C. use prominent location for high impulse and high margin items D. Locate the high draw items around the periphery of the store
B. keep end aisle locations empty to facilitate traffic flow
The most aggressive and reeky approach to capacity planning is A. attempts to have an average capacity that straddles demand with incremental expansion B. leading demand with one step expansion C. lagging demand with incremental expansion D. leading demand with incremental expansion
B. leading demand with one step expansion
which of the following is NOT identified in the text as on of the eight major determinations of volume and revenue for the service firm? A. quality of management B. level of advertising expenditures C. competition in the area D. operating policies of the firm
B. level of advertising expenditures
Generally the goal of assembly line balancing is to A. minimize the efficiency of the line B. minimize imbalance between machines or personnel while meeting a required output from the line C. determine the maximum time that an items is allowed at a workstation D. maximize the number of workstations
B. minimize imbalance between machines or personnel while meeting a required output from the line
Most bank teller services are operated with what kind of system? A. single servicer, single phase B. multiple servicer, single phase C. multiple service multiphase D. single server multiphase
B. multiple servicer, single phase
In the basic queuing model (M/M/1), service times are described by A. normal B. negative exponential C. binomial D. Poisson E. lognormal
B. negative exponential
To obtain flexibility in layout, managers, may implement all EXCEPT which of the following tactics? A. use small equipment B. place workstation Far apart C. keep investments low D. cross train workers
B. place workstation far apart
A device or technique that ensures production of a good unit every time is a A. control chart B. poke-yoke C. fail-safe D. Zero defect
B. poke-yoke
Which of the following measures the proportion of variation (3σ) between the center of the process and the nearest specification limit? A. standard deviation of the process population B. process capability index C. process capability ratio D. process range
B. process capability index
Which of the following measures the proportion of variation (3σ) between the center of the process and the nearest specification limit? A. standard deviation of the process population B. process capability index C. process capability ratio D. process range
B. process capability index
What is the fundamental rethinking of business process to bring about dramatic improvements in performance? A. process analysis B. process redesign C. process design D. process strategy
B. process redesign
Workspace can inspire informal and productive encounters if it balances three physical and social aspects A. product, privacy, and permission B. proximity privacy and permission C. proximity, people, and permission D. product, people, and permission
B. proximity privacy and permission
Taguchis quality loss function is based on a A. negative exponential distribution B. quadratic equation C. binomial distribution D. linear equation
B. quadratic equation
Which of the following allocates display space and responds to customer behavior? A. product- oriented layout B. retail layout C. warehouse layout D. office layout
B. retail layout
Which of the following is a possible option to employ when demand exceed capacity A. increase advertising expenditures B. schedule long lead times C. lower prices D. temporarily lay off workers
B. schedule long lead times
which of the following is NOT one of the reasons that the techniques for addressing fixed- position layout are complicated? A. different items become critical as the project develops B. the volume of materials needed is constant C. there is limited space at virtually all sites D. at different stages of a project, different materials are needed
B. the volume of materials needed is constant
Which of the following is FALSE regarding control charts? A. Control charts graphically present data B. values above the upper control limits imply that the product's quality is exceeding expectations C. control charts are built so that new data can be quickly compared to past performance data D. control chart plot data over time E. none of the above are false
B. values above the upper control limits imply that the product's quality is exceeding expectations
What term refers to the location of competing companies near each other? A. neighboring B. centralizing C. clustering D. battling
C. clustering
Among the following choices, an operations manager might best evaluate political risk of a country by looking at which type of country ranking? A) based on competitiveness B) based on cost of doing business C) based on corruption D) based on magnitude of government social programs E) based on average duration between presidential/prime minister elections
C) based on corruption
One of the major advantages of process-oriented layouts is: A) high equipment utilization. B) large work-in-process inventories. C) flexibility in equipment and labor assignment. D) smooth and continuous flow of work. E) small work-in-process inventories
C) flexibility in equipment and labor assignment.
A hospital's layout most closely resembles which of the following? A) product oriented B) work cell C) job shop D) project E) retail
C) job shop
an employee produces 15 parts during a shirt in which he made $90 what is the labor content of the product? A. $1,350 B. $90 C. $6 D. $.167 E. $5
C. $6
A work system has five stations that have process times of 5,9,4,9, and 8. What is the bottleneck time? A. 4 B. 18 C. 9 D. 7 E. 35
C. 9
In the office relationship char, which rating reflects the highest importance for two departments' closeness to each other? A. O B. I C. A D. E E. X
C. A
What is an electronically guided and controlled cart used to move materials? A. AIS B. RFID C. AGV D. CNC
C. AGV (Automated guided vehicle)
Inspections should NOT take place A. at your supplier's plant while the supplier is producing B. at your facility upon receipt of goods and your supplier C. after costly or irreversible processes D. during the step by step production process
C. after costly or irreversible processes
A successful quality strategy begins with A. satisfying customers and obtaining a competitive advantage B. an understanding of the principles of quality C. an organizational culture that fosters quality D. engaging employees in the necessary activities to implement quality
C. an organizational culture that fosters quality
Among the following choices, an operations manager might best evaluate political risk of a country by looking at which type of country ranking? A. based on cost of doing business B. based on competitive C. based corruption D. based on average duration between presidential/prime minister
C. based corruption
What is a successful techniques used by companies such as ingall ship building corporations avoid some of the difficult problems producing items in fixed positions layouts A. hire cross trained workers B. hire time flexible workers C. complete as much of the project as possible offsite D. use blanket purchase contracts that cover projected purchasing needs over a one year time period
C. complete as much of the project as possible offsite
To develop a standard or benchmark, firms need to start with A, identifying benchmarking partners B. forming a benchmark team C. determining what to benchmark D. collecting benchmarking information
C. determining what to benchmark
In manufacturing excess capacity can be used to A. do fewer setups, length production runs and drive down inventory cost B. do fewer setups, shorten production funs and drive down inventory costs C. do more setups shorten production runs and drive down inventory costs D. do more setups lengthen production runs and drive down inventory costs
C. do more setups shorten production runs and drive down inventory costs
a product oriented layout a. deals with low volume, high variety production B. allocates shelf space and response to customer behavior C. is organized around products or families of similar high volume low variety production D. addresses the layout requirements of large, bulky project such as ships and buildings
C. is organized around products or families of similar high volume low variety production
What are groups or batches of parts processed together? A. cross docking job B. customized lots C. job lots D. work cells
C. job lots
Which of the following is an example of ambient conditions? A. hard rok cafe's wall of guitars B. Walmart's greater at the door C. leather chairs at Starbucks D. Best Buy's wide center asile
C. leather chairs at Starbucks
Which of the following phrases best describes process focus? A. finished goods are usually made to order B. Low inventory C. low volume, high variety D. Finished goods are usually made to a forecast and stored E. high fixed costs, low variable costs
C. low volume, high variety
In process oriented and fixed positions layout it is important to minimize the costs of A. skilled labor B. special purpose machinery C. material handling D. raw material
C. material handling
The main objective of retail is to A. minimize total costs B. provide for comfort, safety, and movement of information C. maximize profitability per square foot of floor space D. build teams
C. maximize profitability per square foot of floor space
One hundred percent inspection A. catches all of the defective parts B. means that only good parts will be shipped to a customer C. means that every part is check to see whether or not it is defective D. is practical and an excellent fit for world class manufactures
C. means that every part is check to see whether or not it is defective
The cause of variation in statistical process control are A. Type I and Type II B. cycles, trends, seasonality, and random variations C. natural causes and assignable causes D. producer's cause and consumer's causes E. mean and range
C. natural causes and assignable causes
Which of the following statements is NOT true regarding location decisions? A. location often the power to make or break a company' s business strategy B. location decisions are important because location has a major impact on the overall risk and profit of the company C. once management is committed to a specific location, many costs become relatively easy to reduce D. location decisions to support a low cost strategy require particularly careful considerations
C. once management is committed to a specific location, many costs become relatively easy to reduce
low volume high variety production is best suited for which of the following process strategies? A. repetitive focus B. mass customization C. process focus D. Product focus
C. process focus
What is a flowchart with time added on the horizontal axis? A. CNC B. service blueprinting C. process mapping D. process chart
C. process mapping
High volume, low variety production is best suited for which of the following process strategies? A. repetitive focus B. mass customization C. product focus D. process focus
C. product focus
the body of knowledge about waiting lines is called A. patience discipline B. line analysis C. queuing theory D. waiting science
C. queuing theory
Work cells typically have A. increased direct labor needs due to specialization B. increased raw materials inventory C. reduced investment in machinery and equipment D. increased work in process inventory
C. reduced investment in machinery and equipment
Which of the following determinants of service quality means the firm performs the service right the first time and the firm honors its promises? A. responsiveness B. credibility C. reliability D. Competence
C. reliability
What is training and empowering frontline employees to solve a problem immediately A. quality circle B. courtesy C. service recovery D. employee empowerment
C. service recovery
Which of the following terms describes the physical surroundings in which a service takes place, and how they affect customers and employees? A. ambience B. service door C. servicescape D. landscape
C. servicescape
Which of the following is a requirement to be able to compute Expected monetary value (EMV)? A. the probability of each decision alternative is know B. each decision alternative needs at least tow states of nature C. the probability of each state of nature is known D. each state of nature is equally likely to occur
C. the probability of each state of nature is known
Location decisions are based on many things, including costs, revenues, incentives, attitudes, and intangibles, but not on ethical considerations
False
The American society for quality defines quality as A. the degree of excellence at an acceptable price and the control of variability at the acceptable cost B. how well a product fits consumers preferences C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs D. even though it cannot be defined, you know what it is
C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
The crossover point is the production quantity where A. fixed cost of a process are equal to its variable costs B. the process no longer loses money C. total costs for one process equal total costs for another process D. variable costs of one process equal the variable costs of another process E total costs equal total revenues for process
C. total costs for one process equal total costs for another process
Production and transportation costs are always considered in which of the following location decision methods? A. traffic counts B. proximity of markets C. transportation model D. purchasing power E. clustering
C. transportation model
Because problems with fixed-position layouts are so difficult to solve well onsite, operations managers: A) virtually never employ this layout strategy. B) utilize this approach only for construction projects such as bridges and office towers. C) increase the size of the site. D) often complete as much of the project as possible offsite. E) utilize this layout only for defense contractors.
D) often complete as much of the project as possible offsite.
"A special arrangement of machinery and equipment to focus on production of a single product or group of related products" describes what layout type? A) fixed- position layout B) intermittent production C) job shop D) work cell E) warehouse layout
D) work cell
An assembly line has 10 stations with process times of 1, 2, 3, 4, ..., 10 respectively. The process time of the system is A. 50% of the throughout time B. 550% of the throughut time C. 100% of the thoughut time D. 18.18% of the throughut time E. 1.82% of the thoughut time
D. 18.18% of the throughut time
Which type of control chart should be used when it is possible to have more than one mistake per item? A. x bar chart B. R chart C. P chart D. C chart
D. C chart
Which type of control chart should be used when it is possible to have more than one mistake per item? A. X bar chart B. R chart C. P- chart D. C- chart
D. C- chart
The two popular measures for quantitatively determining if a process if capable are A. upper specification and lower specification B. process mean and standard deviation of process population C. process mean and range D. process capability ratio and process capability index
D. process capability ratio and process capability index
Statistical process control charts A. are a graphic way of classifying problems by their level of importance, often referred to as the 80-20 rule B. indicate to the operator the true quality of material leaving the process C. display the measurements on every item being produced D. Display upper and lower limits for process variables or attributes and signal when a process is no longer in control E. indicate to the process operator the average outgoing quality
D. Display upper and lower limits for process variables or attributes and signal when a process is no longer in control
Cause and effect diagrams are also known as A. Pareto chart B. target specification graphs Flowcharts C. Flowcahrts D. FIsh-bone Charts
D. FIsh-bone Charts
Which of the following is not an example of technology's impact on the financial services industry? A. electronic funds transfer B. debit cards C. internet stock trading D. RFID
D. RFID (radio frequency identification)
To provide better access and possibly reduce the number of workers needed, work cells may be designed in the shape of what letter of the alphabet? A. O B. D C. V D. U
D. U
Which of the following is not a true statement A. selection of a particular process strategy requires decisions about equipment and technology B. selecting the best equipment requires understanding the specific industry and available processes and technology C. the selection of equipment requires considering cost, cash flow, market stability, quality, capacity and flexibility D. adding flexibility to the production process can be major competitive advantage. Building flexibility into a production process is usually inexpensive but difficult
D. adding flexibility to the production process can be major competitive advantage. Building flexibility into a production process is usually inexpensive but difficult
The fishbone chart is also known as a A. taguchi diagram B. kaizen diagram C. Kanban diagram D. cause and effect diagram E. poka yoke diagram
D. cause and effect diagram
Managing quality helps build successful strategies of A. differentiation, low cost and service B. differentiation, time and service C. Differentiation, time and response D. differentiation, low cost and response
D. differentiation, low cost and response
The objective of warehouse layout is to A. build teams B. provides comfort, safety, and movement of information C. maximize profitability per square floor space D. find the optimum trade off between handling cost and costs associated with warehouse space
D. find the optimum trade off between handling cost and costs associated with warehouse space
Which of the following statements is not true regarding production technologies A. robots are mechanical devices that use electronic impulse to activate motors and switches B. vision system combine video cameras and computers tech and are often used in inspection roles C. CNC is machinery with its own computer and memory D. flexible manufacturing system and computer integrated manufacturing are increasing the distinction between low volume/ high variety and high volume and low variety production
D. flexible manufacturing system and computer integrated manufacturing are increasing the distinction between low volume/ high variety and high volume and low variety production
In acceptance sampling, the producer's risk is the risk of having a A. good lot accepted B. bad lot rejected C. bad lot accepted D. good lot rejected
D. good lot rejected
In acceptance sampling, the producer's risk is the risk of having a A. good lot accepted B. a bad lot rejected C. bad lot accepted D. good lot rejected
D. good lot rejected
Which of the following DOES NOT increase profit by improving quality? A. flexible pricing B. improved reputation C. increased productivity D. higher warranty cost
D. higher warranty cost
Which of the following DOES NOT increase profit by moving quality A. flexible pricing B. improved reputation C. increased productivity D. higher warranty costs
D. higher warranty costs
Which of the following approaches makes new capacity a larger increase at the beginning of the period? A. attempts to have an average capacity that straddles demand with incremental expansion B. leading demand with incremental expansion C. lagging demand with incremental expansion D. leading demand with a one step expansion
D. leading demand with a one step expansion
Which one of the following is NOT a characteristic of a Model A or M/M/1 system? A. Poisson arrival rate pattern B. exponential service time pattern C. single number of servers D. limited population size E. single number of phases
D. limited population size
when making a location decision at the country level which of these would be considered? A. air rail, highway, waterway systems B. zoning restrictions C. cooperate desires D. location of markets E. land/construction costs
D. location of markets
A fast food restaurant is an example of A. high customization and low degree of labor high customization B. high customization and high degree of labor c. low customization and high degree of labor D. low customization and low degree of labor
D. low customization and low degree of labor
Which of the following is not one of the strategies for improving service productivity? A. separation B. automaton C. scheduling D. mass customization E. self service
D. mass customization
The transportation model when applied to location analysis A. Minimizes total fixed costs B. maximizes revenues C. minimizes the movement of goods D. minimizes total production and transportation costs E. minimizes total transportation costs
D. minimizes total production and transportation costs
What is a means of determining the discounted value of a series of future cash receipts A. cash flows B. future value C. variable cost D. net present value
D. net present value
Location decision are based on many things, including costs, revenues, incentives, attitudes, and intangibles, but not on ethical considerations
False
The two popular measures for quantitatively if a process is capable are A. upper specification and lower specification B. process mean and standard deviation of the process population C. process mean and average D. process capability ratio and process capability index
D. process capability ratio and process capability index
Which of the following is also called a "job shop" A. product-orienred layout B. work cell layout C. fixed position layout D. process oriented layout
D. process oriented layout
Which of the following is NOT true regarding process redesign? A. process redesign also focuses on those activities that cross functional lines B. effective process redesign works only if the basic process and its objectives are reexamined C. process redesign is also called process reengineering D. process redesign is also called process reinvention
D. process redesign is also called process reinvention
Frito lay is to ___________ focus as harley davidson is to _________focus A. process, product B. product, mass customization C. repetitive, product D. product, repetitive E. process, repetitive
D. product, repetitive
WHich of the quadrants in the service process matrix is high labor intensity and high customization A. service factory B. service shop C. mass service D. professional service
D. professional service
Which if the following is NOT an example of tangible costs? A. depreciation B. utilities C. labor D. public transportation facilities
D. public transportation facilities
An assembly line is an example of a A. product focused process B. specialized process C. process focused process D. repetitive process E. line process
D. repetitive process
Which of the following is NOT an external failure cost A. lost goodwill B. return goods C. costs to society D. scrap
D. scrap
Which of the quadrants in the service process matrix has low labor intensity and low customization? A. professional service B. mass service C. service shop D. service factory
D. service factory
A McDonald's single-lane drive-through that has one window for making the payment and a second window for receiving the food behaves most like which of the following? A. single servicer, single phase B. multiple servicer, single phase C. multiple service multiphase D. single server multiphase E. single server, sequential phase system
D. single server multiphase
Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality? A. the tangible component of many service is import B. managers must expect exceptions C. the operations manager should realize that the customer expectations are the standard against which the service is judged D. the manager may be able to influence the quality of the service by having little control over the customers expectation
D. the manager may be able to influence the quality of the service by having little control over the customers expectation
Which of the following represents an unlimited queue? A. faculty office with limited seating during office hours B. restaurant with no outside seating and limited capacity due to fire department restrictions C. small barbeshop with only 5 chairs for waiting customers D. toll booth serving automobiles on an interstate E. drive through lane at a fast food restaurant
D. toll booth serving automobiles on an interstate
What is the probability of accepting a bad lot? A. AQL B. type I error C. LTPD D. type II error
D. type II error
What is the probability of accepting a bad lot? A. AQL B. type I error C. LTPD D. type II error
D. type II error
A good producing location decision would likely emphasize the improance of which of the following? A. appearances and image B. parking and access C. security and lighting D. utility and labor costs
D. utility and labor costs
In many applications, human quality inspectors can be replaced effectively by A. FMS B. RIFD tags C. automated storage and retrieval system D. vision system
D. vision system
Which of the following could reduce costs and increase profit? A: flexible pricing B: improved response C: improved reputation D: increased productivity
D: increased productivity
A good layout requires determining: A) material handling equipment. B) capacity and space requirements. C) environment and aesthetics. D) cost of moving between various work areas. E) all of the above
E) all of the above
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they full 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. quality loss function B. histogram C. scatter diagram D. process control chart E. Cause-and effect diagram
E. Cause-and effect diagram
which of the following is the best example of the proximity the rule that for service firm proximity to market is the most important location factor? A. Patients will travel very long distances to have their hernia surgeries performed at shouldice hospital B. soft drinks are bottled in many local plants, where carbonated water is added to proprietary syrups that may have been shipped long distances C. Metal refiners (smelters) locate near mines to accomplish significant weight reduction near the metal's source D. Furniture markers choose to locate near the source of good hardwoods even though it means locating near other furniture manufactures E. Few people will travel out state for a haircut
E. Few people will travel out state for a haircut
The process of identigying other organizations that are the best at some facet of your operations and then modeling your organization after them is known as a. patent infringement B. employee empowerment C. copycatting D. Continuous improvement E. benchmarking
E. benchmarking
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. removing some services B. tight quality control C. standardization D. automation E. customization
E. customization
Which of the following phrases best describes product focus? A. finished goods are usually made to order B. High inventory C. low volume, high variety D. processes are designed to perform a wide variety of activities E. high fixed costs, low variable costs
E. high fixed costs, low variable costs
Globalization of the location decision is the results of all EXCEPT which of the following? A. high differnces in labor costs B. ease of capital flow between countries C. more rapid, reliable travel and shipping D. market economics E. higher quality of labor overseas
E. higher quality of labor overseas
If sample of items is taken and the mean of the sample is outside the control limits, the process is A. in control, but not capable of producing within the established control limits B. producing high quality products C. monitored closely to see if the next sample mean will also fall outside the control limits D. within the established control limits with only natural cause of variation E. likely out of control and the cause should be investigated
E. likely out of control and the cause should be investigated
Which of the following is true of random stocking? A. it results always minimize handling costs B. products have their own permeant storage C. each pick can be of only one product D. because items are stocked randomly accurate inventory records are not necessary E. none of the above
E. none of the above
Which of the following is NOT one of the major categories of costs associated with quality? A. appraisal costs B. internal failure costs C. external failure costs D. prevention costs E. none of the above they are all major categories of costs associated with quality
E. none of the above they are all major categories of costs associated with quality
members of quality circles are A. always machine operators B external consultants designed to provide training in the use of quality tools C. paid according to their contribution to quality D. all trained to be facilitator E. none of the above; all of the statements are false
E. none of the above; all of the statements are false
Pareto charts are used to A show the range of values of a measurement and the frequency with which each value occurs B. identify inspection points in a process C. outside production schedules D. show material flow E. organize errors, problems, or defects
E. organize errors, problems, or defects
Which of the following industries is most likely to have low equipment utilization? A. television manufacturing B. steel manufacturing C. commercial baking D. auto manufacturing E. restaurants
E. restaurants
A process is said to be in statistical control when assignable cause are they only sources of variation
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
False
An improvement in quality must necessarily increase costs
False
In statistical control, the range is often used as a substitute for the standard deviation
True
Line employees need the knowledge of TQM tools
True
Mistakes stemming from workers' inadequate training represent an assignable cause of variation
True
The phrase six sigma has two meanings. One is statistical, referring to an extremely high process product, or service capability; the other is comprehensive system for achieving and sustaining business success
True
What is the major difference in focus between location decision in the service sector and in the manufacturing center? a. The focus in manufacturing is revenue maximization, while the focus in service is cost minimization. B. The focus in manufacturing is on labor, while the focus in service is on raw materials. C. The focus in service is revenue maximization, while the focus in manufacturing is cost minimization. D. There is no difference in focus.
a. The focus in manufacturing is revenue maximization, while the focus in service is cost minimization.
Which of the following is not among the eight components of revenue and volume for a service firm? a. quality of the management b. shipment cost of finished goods c. purchasing power of the customer-drawing area d. uniqueness of the firm's and the competitor's locations e. competition in the area
b. shipment cost of finished goods
Christopher's Cranks uses a machine that can produce 100 cranks per hour. The firm operates 12 hours per day, five days per week. Due to regularly scheduled preventive maintenance, the firm expects the machine to be running during approximately 95% of the available time. Based on experience with other products, the firm expects to achieve an efficiency level for the cranks of 85%. What is the expected weekly output of cranks for this company? a. 5100 b. 5700 c. 4845 d. 969 e. 6783
c. 4845
Which of the following represents a common way to manage capacity in the service sector? a. appointments b. reservations c. changes in staffing levels d. first-come, first served service rule e. "early bird" specials in restaurants
c. changes in staffing levels
An airline ticket counter, with several agents for one line of customers, is an example of which of the following? a. single server, single phase system b. Cross server, single-phase system c. multi-server, single phase system d. single-server, multi-phase system e. multiple server, multiphase system
c. multi-server, single phase system
Adding a complementary product to what is currently being produced is a demand management strategy used when a. demand exceeds capacity b. capacity exceeds demand for a product which has stable demand c. the existing product has seasonal or cyclical demand d. price increases have failed to bring about demand management e. efficiency exceeds 100 percent
c. the existing product has seasonal or cyclical demand
Which one of the following is NOT a characteristic of a Model B or M/M/S system? a. unlimited population size b. exponential service time pattern C. single server D. Poisson arrival rate pattern E. single phase
d. single server
Of the four approaches to capacity expansion, the approach that "straddles" demand a. uses incremental expansion b. uses one-step expansion c. at some times leads demand, and at other times lags d. works best when demand is not growing but is stable e. Choices a and c are both correct.
e. Choices a and c are both correct.
When making a location decision at the country level, which of these would be considered? a. corporate desires b. land/construction costs c. air, rail, highway, waterway systems d. zoning restrictions e. location of markets
e. location of markets
A bank office with five tellers, each with a separate line of customers, exhibit the characteristics of a multiphase queing system
false
