MGT 303 Exam 2
In the retail service layouts, the term "ambient conditions" could refer to which of the following?
Music
Which of the following is NOT a basic type of production layout format?
Process layout
Which of the following is not a characteristic of a well-designed service system?
Puts customers in charge
Which of the following is not a part of the "service triangle"?
Service encounter
Which of the following is a characteristic that can be used to guide the design of service systems?
Services cannot be inventoried
Statistical Process Control (SPC) involves testing a random sample of output from a process to determine whether the process is producing items within a preselected range. (T/F)
True
The service-system design matrix identifies six forms of service encounters.
True
Theory of Constraints order?
1.) Identify system constraints 2.) Decide how to exploit the system constraints 3.) Subordinate everything else to that decision 4.) Elevate system constraints
Which of the following is not an import concept in TOC?
Break-even
Which of the following is an analytical tool used in Six Sigma quality improvement programs?
Control Chart
Which of the following is the cost of quality classification for costs such as defects that pass through the system?
External failure costs
A diamond is conventionally used in a process flowchart to represent a storage area or queue. (T/F)
False
A project layout is similar to the basic production layout format of the workcenter. (T/F)
False
A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. (T/F)
False
According to Dr. Eli Goldratt, the goal of a firm is to make useful products efficiently and fulfill the triple bottom line. (T/F)
False
According to the theory of constraints, a bottleneck is any resource whose capacity is greater than the demand placed on it. (T/F)
False
Blocking in production processes is when activities in a stage must continue because there is no place to deposit completed items. (T/F)
False
ISO 9000 is primarily concerned with environmental management. (T/F)
False
It is NOT necessary for a well-designed service system to be robust. (T/F)
False
It is easy to separate the operation management functions in marketing and sales. (T/F)
False
The P-Chart is only useful for sampling that deals with continuous variables. (T/F)
False
Which of the following is a "focusing step" of Dr. Eli Goldratt's theory of constraints?
Identify system constraints
Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?
Internal failure costs
According to the theory of constraints, which of the following is a financial measurement that can be used to measure the firm's ability to make money?
Throughput
For which of the following should we use an X-bar chart based on sample means to monitor process quality?
Tire pressures in an auto assembly plant
A workcenter is a basic production layout for what in which similar equipment or functions are grouped together. (T/F)
True
According to the theory of constraints, capacity is the time available for production. (T/F)
True
According to the theory of constraints, it is wrong for manufacturers to try to match capacity with demand by attempting to balance capacity across a sequence of processes. (T/F)
True
According to the theory of constraints, the term "productivity" is defined as all those actions that bring a company closer to its goals. (T/F)
True
According to the theory of constraints, throughput is the rate at which money is generated by the system through sales. (T/F)
True
An explicit service is readily observable by the senses. (T/F)
True
Most services are provided to customer under the concept of "service package", which is defined as a bundle of goods and services that is provided in some environment. (T/F)
True
P-charts?
items are good or bad
R-charts?
lower control limit, upper control limit
C-charts?
when an item/service have multiple defects