Operations Management Final MC

Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement? a. W. Edwards Deming b. Joseph Juran c. Philip Crosby d.Jack Hillerich

b. Joseph Juran

In which stage of the project life cycle would a project schedule be developed? a. Define b. Plan c. Organize d. Control

b. Plan

Costs associated with back-ordering products are called _____ costs. a. holding b. shortage c. ordering d. setup

b. shortage

Which of the following is NOT a stage in the project life cycle? a. Define b. Organize c. Improve d. Close

c. Improve

As a front-desk manager of a mid-market hotel, your shift received 29 customer complaints last week. A total of 428 guests stayed in the hotel over the past week (7 days) with 12 front-desk customer touch points or moments of truth. The epmo is _____. a. less than 200 b. more than or equal to 200 but less than 400 c. more than or equal to 400 but less than 600 d. more than or equal to 600

d. more than or equal to 600 (empo = [29/(428*7*12)]*1,000,000 = 806.6)

The dpmo or epmo for a three-sigma process is ___. a. 66,807 b. 6,210 c. 233 d. 3.4

a. 66,807

Which one of the following is NOT a major project management decision area? a. Revenue b. Cost c. Time d. Resources

a. Revenue

Which of the following is NOT TRUE regarding inventory management? a. The two fundamental inventory decisions are: where to order and what to order. b. Inventory management applies to goods and to services. c. Different types of inventory characteristics require different approaches for control. d. Stock-keeping units (SKUs) are often aggregated or partitioned into groups with similar characteristics or dollar value.

a. The two fundamental inventory decisions are: where to order and what to order.

Costs associated with configuring tools, equipment, and machines within a factory to produce an item are components of _____ costs. a. ordering b. inventory-holding c. shortage d. unit

a. ordering

Which one of the following skills contributes to project success? a. Lack of data accuracy and integrity b. Clear communication channels c. Ill-defined project objectives d. Inability to resolve conflicts

b. Clear communication channels

Which of the following is NOT directly related to W. Edwards Deming? a. A product or a service possesses quality if it enjoys a sustainable market. b. Quality is free. c. Higher quality leads to higher productivity and lower cost. d. The Deming cycle consists of four stages: plan, do, study, and act (PDSA).

b. Quality is free.

Which of the following is NOT a part of Philip Crosby's philosophy of quality? a. Quality means conformance to requirements, not elegance. b. The only performance standard that matters is profits. c. There is no such thing as a quality problem. d. The only performance measurement is the cost of quality, which is the expense of nonconformance.

b. The only performance standard that matters is profits.

_____ inventory acts as a buffer between workstations in flow shops or departments in job shops to enable the operating process to continue. a. Raw materials b. Work-in-process c. Cycle stock d. Safety stock

b. Work-in-process

_____ inventory consists of partially completed products in various stages of completion that are awaiting further processing. a. Raw materials b. Work-in-process (WIP) c. Cycle d. Safety stock

b. Work-in-process (WIP)

All of the following relate to Six Sigma EXCEPT: a. project team deployment to improve profitability and reduce non-value-added activities. b. flexibility to demand volume changes and trends. c. creating highly qualified process improvement experts. d. setting stretch objectives for improvement.

b. flexibility to demand volume changes and trends.

Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a typical day. The resort is open seven (7) days a week. If they receive 12 complaints per week, the epmo is _____. a. less than 100 b. more than or equal to 100 but less than 150 c. more than or equal to 150 but less than 200 d. more than or equal to 200

b. more than or equal to 100 but less than 150 (empo = 111.3)

All of the following are components of the GAP model EXCEPT: a. the difference between the customer's expectations and perceptions. b. the discrepancy between delighting or pleasing customers and total customer service and satisfaction. c. the discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications. d. the discrepancy between quality specifications documented in operating and training manuals and plans and their implementation.

b. the discrepancy between delighting or pleasing customers and total customer service and satisfaction.

Which of the following is TRUE regarding the history of quality management? a. During the Industrial Revolution, workers on the shop floor began to take on increased responsibility for quality. b. Six Sigma was developed in Japan as a cost-reduction approach during the 1970s. c. Deming used his 14 Points to highlight key insights and successful practices regarding quality management. d. Beginning around 1950, Juran advocated that quality is free, which led to the growth and development of quality management in the United States.

c. Deming used his 14 Points to highlight key insights and successful practices regarding quality management.

The recognized leader and benchmark for successful Six Sigma implementation is _____. a. Sears, Roebuck and Co. b. Starbucks c. General Electric d. Target

c. General Electric

Which of the following does NOT fit with Six Sigma implementation? a. Emphasizing dpmo or epmo as a standard metric b. Focusing on corporate sponsors responsible for supporting team activities c. Providing flexibility to demand volume changes and trends d. extensive training followed by project team deployment

c. Providing flexibility to demand volume changes and trends

ISO 9000:2000 principles consist of all of the following EXCEPT: a. involvement of people. b. mutually beneficial supplier relationships. c. zero defects. d. system approach to management.

c. zero defects.

Which of the following is NOT considered a project? a.) Writing and implementing a computer program b.) Introducing a new product c.) Production of soft drinks d.) Building a bridge

c.) Production of soft drinks

Which of the following is NOT one of W. Edwards Deming's 14 Points? a. Create a vision and demonstrate commitment. b. Create an environment that drives out fear. c. Continuously improve products and processes. d. Adopt Zero Defects as the only performance standard.

d. Adopt Zero Defects as the only performance standard.

Which of the following best describes the definition of quality provided by Joseph Juran? a. Perfection and consistency in goods and service quality b. Doing it right the first time c. Conforming to design specifications d. Fitness for use

d. Fitness for use

GE's Six Sigma problem-solving approach employs five phases. Which of the following is NOT one of the phases? a. Define (D) b. Measure (M) c. Analyze (A) d. Identify (I)

d. Identify (I)

Which of the following is NOT a component of holding cost? a. Tax b. Insurance c. Material handling d. Order processing

d. Order processing

Which of the following emphasizes defects per million opportunities as a key measure of quality? a. Deming's 14 Points b. ISO 9000:200 c. The Gap model d. Six Sigma

d. Six Sigma

Which of the following is NOT considered part of total quality? a. A focus on customers and stakeholders b. A process focus c. Participation and team work d. Vendor-managed inventory (VMI)

d. Vendor-managed inventory (VMI)

Additional inventory that is kept over and above the average amount required to meet demand is called _____ inventory. a. seasonal b. work-in-process c. finished goods d. safety stock

d. safety stock