OPS Exam 3

What are the four principles of bottleneck management?

1. release work orders to the system at the pace set by the bottleneck 2. lost time at the bottleneck represents lost time for the whole system 3. increasing the capacity of non-bottleneck station is a mirage 4. increasing the capacity of a bottleneck increases the capacity of the whole system

a six sigma program has how many defects per million

3.4

"quality lies in the eyes of the beholder" is: A. a user-based definition of quality B. the definition of quality proposed by the american society for quality C. an unrealistic definition of quality D. a product based definition of quality E. a manufacturing-based definition of quality

A. a user based definition of quality

Which of the following represents a common way to manage capacity in the service sector? A. reservations B. "early bird" specials in restaurants C. changes in staffing levels D. first-cone, first-serve service rule E. appointments

C. changes in the staffing levels

Of the four approaches to capacity expansion, the approach that "straddles" demand: A. uses incremental expansion B. works best when demand is not growing but is stable C. some times leads demand, and at other times lags D. uses one-step expansion E. Choices A and C are both correct

E. Choices A and C are both correct

PDCA, developed by Shewhart, stands for which of the following

Plan, do, check, act

utilization formula

actual output / design capacity

efficiency formula

actual output / effective capacity

the process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

benchmarking

If an operations manager wishes to determine the throughput capacity of a production system, which of the following is the best way for him or her to proceed?

capacity analysis

Design capacity

the theoretical maximum output of a system in a given period under ideal conditions

3 broad categories of definitions of quality are:

user based, manufacturing based, and product based