chapter 9, 11, 12- operations
False
A supporting facility is the same thing as a facilitating good. True False
False
McDonald's fast-food restaurants use a make-to-order production process. True False
False
Little's law states that Inventory = Throughput rate ÷ Flow time. True False
True
One characteristic of a well-designed service system is that it is cost-effective. True False
False
Utilization of a production process is the ratio of output to input. True False
False
When a make-to-order production process is used, production is based on forecasts. True False
Customer contact
Which of the following refers to the physical presence of the customer in a service system? Customer contact Creation of the service Intermittent production None of these choices are correct. Continuous production
Efficiency
Which of the following terms describes a ratio of the actual output of a process relative to some standard. Cycle time Setup time Run time Efficiency Flow time
Perceived quality
the dimension of design quality that concerns the past performance and reputation is which of the following? Serviceability Response Reputation Performance Perceived quality
True
Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer. True False
True
Utilization of a production process is the ratio of time that a resource is actually being used relative to the time it is available for use. True False
False
While business organizations can seek to achieve the Malcolm Baldrige National Quality Award, universities cannot. True False
False
A rectangle is conventionally used in a process flowchart to represent a task or operation. True False
false
A service operation by its very nature is a make-to-stock type of production process. True False
Implicit services
Examples of this include the status of a degree from an Ivy League school, the privacy of a loan office, and worry-free auto repair. Explicit services Implicit services Facilitating goods Supporting facility Information
D. Facilitating goods
Examples of this include golf clubs, skis, beverages, auto parts, and services sold by the firm. A. Supporting facility B. Information C. Implicit services D. Facilitating goods E. Explicit services
A.Physician practice
Which of the following is considered a high-contact service operation? A.Physician practice B. Automobile repair C. Internet sales for a department store D. On-line brokerage house E. Telephone life insurance sales and service
Use of statistical quality control tools
Which of the following is not a category reported in applying for the Baldrige Award? Strategic planning Business results Use of statistical quality control tools Consumer and market focus Corporate leadership
Performance
The dimension of design quality that concerns the primary product or service characteristics is which of the following? Performance Response Reputation Serviceability Perceived quality
Prevention costs
A cost of quality classification is which of the following? Inventory costs Variable overhead Prevention costs Direct labor Material costs
True
A facilitating good is something purchased or consumed by the buyer or items provided by the customer. True False
False
A job is said to be enlarged vertically if the worker performs a greater number or variety of tasks. True False
True
A triangle is conventionally used in a process flowchart to represent a storage area or queue. True False
False
"Quality at the source" refers to the degree to which product or service design specifications are met. True False
True
Services often take the form of repeated encounters involving face-to-face interactions. True False
True
Setup time is the time required to prepare a process to produce a particular item. True False
True
Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes. True False
False
Starving occurs when the firm must stop because there are no customer orders. True False
True
Design quality refers to the inherent value of the product in the marketplace. True False
False
Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services. True False
True
ISO-14000 is primarily concerned with environmental management. True False
False
All services need to be located near the customer. True False
False
The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid. True False
False
The "service blueprint" is a classification of services. True False
Inventory/Throughput rate
According to Little's law, which of the following ratios is used to find flow time? Cycle time/Process time Value-added time/Process velocity Throughput time/Process velocity Process velocity/Throughput time Inventory/Throughput rate
DPMO analytics
All except one of the following is an analytical tool for Six Sigma. Cause-and-effect diagrams DPMO analytics Pareto Charts Process control charts Flowcharts
False
Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel. True False
False
ISO-9000 is primarily concerned with environmental management. True False
False
In services, the product is developed first and then the process to produce the service is developed. True False
False
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles. True False
True
A service business is an organization whose primary business requires interaction with customers to produce the service. True False
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. True False
False
Implicit services are not part of the service package. True False
False
"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers. True False
True
A "process" is any part of an organization that takes inputs and transforms them into outputs that, hopefully, are of greater value to the organization than the original inputs. True False
Measure
A Pareto chart as part of a Six Sigma quality improvement process might be found in which DMAIC category? Control Analyze Measure Define Improve
False
A bottleneck occurs when a stage in a production process is starving. True False
False
A buffer refers to a storage area used to store finished goods prior to shipping them to the customer. True False
is one of the analytical tools in DMAIC analysis.
A cause-and-effect diagram (choose the most inclusive answer) is also referred to as Show cause diagram. is also referred to as flow diagram. is also referred to as Pareto diagram. is one of the analytical tools in DMAIC analysis. is also referred to as opportunity flow diagram
True
A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided. True False
Analyze
A fishbone diagram as part of a Six Sigma quality improvement process might be found in which DMAIC category? Improve Analyze Control Define Measure
Define
A flowchart as part of a Six Sigma quality improvement process might be found in which DMAIC category? Improve Define Measure Control Analyze
False
A job is said to be enlarged horizontally if the worker is involved in planning, organizing, and inspecting his or her own work. True False
Flows of material or customers
A process flowchart uses symbols to represent which of the following? Workforce schedules Data analysis Warehouse space available Flows of material or customers Factory location
Diamond
A process flowchart uses which of the following symbols to represent a decision point in a flow diagram? Arrow A dashed line Inverted triangle Rectangle Diamond
Diamond
A process flowchart uses which of the following symbols to represent a decision point in a flow diagram? Rectangle A dashed line Arrow Inverted triangle Diamond
Arrow
A process flowchart uses which of the following symbols to represent flows of material or customers in a flow diagram? A dashed line Rectangle Arrow Diamond Inverted triangle
Inverted triangle
A process flowchart uses which of the following symbols to represent storage areas or queues in a flow diagram? Inverted triangle Arrow Diamond A dashed line Rectangle
Rectangle
A process flowchart uses which of the following symbols to represent tasks or operations in a flow diagram? Arrow Rectangle Diamond A dashed line Inverted triangle
False
A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management. True False
True
A quality guru named Philip Crosby defined quality as conformance to requirements. True False
True
A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection. True False
True
All services have the customer in the production schedule and so the customer must be accommodated. True False
It features rapid delivery of a standard product.
An advantage of a make-to-stock process is which of the following? It features rapid delivery of a standard product. It combines the best features of other processes. It responds directly to customer orders. It allows the firm to avoid inventory costs. All units of output are unique.
Checksheets
An analytical tool used in Six Sigma quality improvement programs is which of the following? Continuous improvement Leadership Quick response Checksheets Partnership diagrams
True
An explicit service is readily observable by the senses. True False
true
An implicit service implies psychological benefits that the customer may sense only vaguely. True False
true
An important aspect of service products is that they cannot be inventoried. True False
True
An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed. True False
False
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service. True False
True
An operational goal of total quality management is the careful design of the product or service. True False
Improve
An opportunity flow diagram as part of a Six Sigma quality improvement process might be found in which DMAIC category? Improve Measure Analyze Control Define
False
An opportunity flow diagram is a time-sequenced chart showing plotted values measuring the flow of end product or components. True False
True
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process. True False
False
Blocking in production processes is when activities in a stage must continue because there is no place to deposit completed items. True False
True
Buffering in a production process refers to a storage area between stages of production activity where output of a stage is placed prior to being used in a "downstream" stage. True False
False
Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider. True False
Choose make-to-order process.
Consider a business that can be run using a make-to-stock or make-to-order process. Further suppose that your demand is 10,000 per month and is spread out during the month. Capacity of both processes is 15,000 per month. Based only on this information, what would be the best choice? None of these choices are correct. Raise prices in order to increase demand. Choose make-to-order process. Choose make-to-stock process. Install an assembly line.
Choose make-to-order process.
Consider a business that can be run using a make-to-stock or make-to-order process. Further suppose that your demand is 10,000 per month and is spread out during the month. Capacity of both processes is 15,000 per month. Based only on this information, what would be the best choice? Raise prices in order to increase demand. Choose make-to-order process. Install an assembly line. None of these choices are correct. Choose make-to-stock process.
Process C
Consider a three sequentially stepped process named as Process A, Process B, and Process C. Input comes into Process A. Output from A goes into Process B. Output from B goes into Process C. Output of C is the final output. Suppose that it takes 2 minutes per unit in Process A, 3 minutes per unit in Process B and 1 minute per unit in Process C. Suppose further that Process A receives input at the rate of 30 per hour. Which process will be experiencing starving? None of these choices are correct. Process B Process A Process B and Process C Process C
20 per hour
Consider a three sequentially stepped process named as Process A, Process B, and Process C. Input comes into Process A. Output from A goes into Process B. Output from B goes into Process C. Output of C is the final output. Suppose that it takes 2 minutes per unit in Process A, 3 minutes per unit in Process B and 1 minute per unit in Process C. What will be maximum steady state output from this system? 60 per hour Cannot tell since it depends on the input rate 30 per hour 10 per hour 20 per hour
False
Customer contact refers to creation of the service. True False
True
Cycle time and flow time mean about the same thing. True False
False
Cycle time is the ratio of the time that a resource is actually activated relative to the time that it is available for use. True False
defects per million opportunities.
DPMO refers to defects per many units. defects per million operations. defects per million. defects per million parts. defects per million opportunities.
True
Design of experiments (DOE) is sometimes referred to as multivariate testing. True False
False
Design of experiments (DOE) refers to work done before production of early model prototypes of a new product. True False
Determine the cause-and-effect relationships between process variables and output.
Design of experiments is a statistical methodology often used in Six Sigma projects. It aims to accomplish which of the following? Determine the cause-and-effect relationships between process variables and output. Eliminate defects by finding out who or what is causing them. Carefully change each individual process variable until the cause of a defect is found. Keep careful track of the occurrences of each possible defect. Report defects to management on a Pareto chart.
True
Efficiency of a production process is the ratio of the actual output of a process to some standard. True False
E. Explicit goods
Every service has a service package, which is defined as a bundle of goods and services that is provided in some environment. This bundle consists of five features. Which of the following is not one of those features? A. Information B. Explicit services C. Supporting facility D. Implicit services E. Explicit goods
B. Supporting facility
Examples of this include an Internet website, a golf course, a ski lift, an airline, and an auto repair facility. A. Facilitating goods B. Supporting facility C. Information D. Implicit services E. Explicit services
B. Information
Examples of this include detailed descriptions of the items offered, tee-off times, weather reports, medical records, seat preferences, and item availability. A. Supporting facility B. Information C. Implicit services D. Facilitating goods E. Explicit services
B. Explicit services
Examples of this include the response time of an ambulance, air-conditioning in a hotel room, and a smooth-running car after a tune-up. A. Information B. Explicit services C. Implicit services D. Supporting facility E. Facilitating goods
Calculating a risk priority number for each possible failure
Failure mode and effect analysis is used in Six Sigma projects. It involves which of the following? Closely examining each rejected part to determine the cause Multivariate testing A careful sampling plan Reporting the effect each failure has had on a customer Calculating a risk priority number for each possible failure
True
Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications. True False
False
ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit, the compliance of those systems with the requirements of the standards. True False
True
If you want to reduce process flow time, it has been suggested that you can perform activities in the process in parallel. True False
False
In 1997, the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management. True False
A. Sales opportunity increases while degree of customer/server contact increases.
In designing service systems, as you go from mail contact to phone contact to face-to-face total customization, which of the following is most appropriate? A. Sales opportunity increases while degree of customer/server contact increases. B. Sales opportunity decreases while degree of customer/server contact decreases. C. None of these choices are correct. D. Sales opportunity decreases while degree of customer/server contact increases. E. Sales opportunity increases while degree of customer/server contact decreases.
Low production efficiency
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? High production efficiency None of these choices are correct. Low degree of customer/server contact Low production efficiency Low sales opportunity
B. Low sales opportunity
In the service-system design matrix, a mail contact service encounter is expected to have which of the following? A. High production efficiency B. Low sales opportunity C. None of these choices are correct. D. High sales opportunity E. High degree of customer/server contact
B. High production efficiency
In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following? A. Low production efficiency B. High production efficiency C. None of these choices are correct. D. High degree of customer/server contact E. High sales opportunity
True
Inventory turn is a better measure than the total value of inventory for comparative purposes because it is a relative measure. True False
True
Inventory turn is the cost of goods sold divided by the average inventory value. True False
True
It is difficult to separate the operations management functions from marketing in services. True False
True
Little's law says there is a long-term relationship among the inventory, throughput, and flow time of a production system in steady state. True False
False
Make-to-order production processes are well suited for high-volume production of a standardized product. True False
False
Make-to-stock production processes can easily handle requests for customized product features. True False
True
Methods Time Management (MTM) and Most Work Measurement System (MOST) are proprietary examples of predetermined motion-time data systems (PMTSes). True False
True
Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process. True False
True
Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process. True False
True
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect. True False
C. Self-service approach
One of the three approaches to delivering on-site service is __________. A. Do-it-yourself approach B. Fast-food approach C. Self-service approach D. Internet approach E. Airline approach
False
One of the tools common to all quality efforts is leadership. True False
True
One tool used in total quality management is the run chart. True False
True
One way to categorize a process is to determine whether it is a multiple-stage or a single-stage process. True False
True
Pacing in production processes refers to the fixed timing of the movement of items through the process. True False
True
Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales. True False
True
Poka-yoke is roughly translated from Japanese as "avoid mistakes." True False
False
Poka-yoke is roughly translated from Japanese as "quality management." True False
True
Poka-yokes are procedures that block the inevitable mistake from becoming a service defect. True False
False
Process analysis can help answer many important questions such as how many customers can a process handle per hour. True False
False
Process analysis can help answer many important questions such as why change in a process is necessary. True False
True
Process velocity is the ratio of the total throughput time to the value added time. True False
True
Productivity in a production process can be measured by the ratio of output to input. True False
False
Run time is calculated by multiplying the number of units in a batch by the setup time. True False
False
Service strategy begins by integrating operations and strategy. True False
False
TQM is an acronym meaning "total quality measurement." True False
True
TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. True False
Providing feedback to applicants by the examiners
The Malcolm Baldrige Award selection process helps improve quality and productivity by which of the following means? Helping Baldrige award winners increase their sales Identifying American firms with the most difficult quality problems Stimulating foreign-based suppliers of American companies to improve quality Reporting quality levels among American firms Providing feedback to applicants by the examiners
Demonstrated outstanding quality in their products and processes.
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following? Demonstrated a high level of product quality. Have a world-class quality control function. Most significantly improved their product quality levels. Demonstrated outstanding quality in their products and processes. Instituted a Six Sigma approach to total quality control.
True
The Malcolm Baldrige National Quality Award represents the U.S. government's endorsement of quality as an essential part of successful business strategy. True False
False
The customer is (or should be) the second most important focal point of all decisions in a service organization. True False
Features
The dimension of design quality that concerns secondary characteristics is which of the following? Serviceability Reliability Features Perceived quality Reputation
Reliability
The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following? Perceived quality Reputation Response Serviceability Reliability
Serviceability
The dimension of design quality that concerns the ease of repair is which of the following? Serviceability Response Perceived quality Performance Reputation
Aesthetics
The dimension of design quality that concerns the sensory characteristics of the product is which of the following? Reputation Serviceability Features Aesthetics Perceived quality
Little's law
The long-term relationship among the inventory, throughput, and flow time of a production system in steady state is called which of the following? Little's law Robert's rule None of these choices are correct. Murphy's law Peterson's rule
False
The operation time is the sum of the setup time, run time, and transfer time for a batch of parts that are run on a machine. True False
Customer focus
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message? Fourteen steps for quality management Customer focus Quality is free Six Sigma Zero defects
To help companies review and structure their quality programs
The primary purpose of the Malcolm Baldrige National Quality Award is which of the following? To encourage the spread of statistical quality control To help companies review and structure their quality programs To improve human resource development and management in manufacturing To prove that American firms were competitive in quality To emphasize the use of quantitative methods in process management
False
The service triangle is completely made up of the service strategy, support system, and the customer. True False
false
The service-system design matrix identifies five alternative forms of service encounters. True False
True
The service-system design matrix identifies six forms of service encounters. True False
True
The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems. True False
True
The term CTQ is used in the "define (D)" portion of the DMAIC methodology. True False
False
The term CTQ stands for "cost through quality," which is another way to express Philip Crosby's idea that "quality is free." True False
False
The work process involved in providing the service must involve the physical presence of the customer in the system. True False
D. Treatment
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes? A. Time B. Talent C. Teamwork D. Treatment E. Trust
D. Task
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes? A. Time B. Talent C. Trust D. Task E. Teamwork
False
Throughput rate of a production process is the amount of time a unit spends actually being worked on. True False
All of these choices are correct.
To reduce process flow time, you might try which of the following actions? Reduce interruptions. Acquire additional equipment. Change the sequence of activities. Perform activities in parallel. All of these choices are correct.
Change the sequence of activities.
To reduce process throughput time, you might try which of the following actions? Improve teamwork. Introduce incentive pay. Reduce management interference. Outsource activities. Change the sequence of activities.
False
Value-added time is the total of all the time that work is being done on the unit plus all the transfer times. True False
False
W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales. True False
False
When recovering from a defective service encounter, a botched task calls for an apology. true False
True
When recovering from a defective service encounter, a botched task calls for material compensation. True False
False
When recovering from a defective service encounter, a poor treatment from a server calls for material compensation. True False
True
When recovering from a defective service encounter, poor treatment from a server calls for an apology. True False
True
When we use a make-to-stock production process, we control our production based on a desired amount of finished goods inventory. True False
D. McDonald's Corporation
Which company is mentioned in the text as a pioneering of the production-line approach to delivering on-site service? A. Southwest Airlines B. Citibank C. Prudential Insurance Company D. McDonald's Corporation E. Ritz-Carlton Hotel Company
A. Self-service approach
Which of the following approaches to service design involves the customer to the greatest extent in providing a service (in effect making them "a partial employee")? A. Self-service approach B. Do-it-yourself approach C. Production-line approach and self-service approach D. Quality approach E. Personal-attention approach only
A. Self service approach
Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service? A. Self service approach B. Production-line approach C. Quality approach D. Do-it-yourself approach Personal-attention approach
D. Mail contact
Which of the following are alternative possible service encounters included in the service-system design matrix? A. None of these choices are correct. B. Field service C. Sales call D. Mail contact E. Warranty
Small businesses
Which of the following are eligible companies to be considered for the Malcolm Baldrige Award? Firms operating only outside the United States None of these choices are correct. State government agencies Offshore suppliers to U.S. companies Small businesses
State highway patrol organizations
Which of the following are not eligible to be considered for the Malcolm Baldrige Award? Educational institutions Health care organizations Small businesses State highway patrol organizations Universities
Average time between completions of successive units
Which of the following best describes the term "cycle time"? Average time between completions of successive units The labor content of the item being measured Ratio of the time a resource is activated over its use Can be no more that 60 minutes The same as utilization
Each element of service system is consistent with the operating focus of the firm.
Which of the following is a characteristic of a well-designed service system? It segments the pleasure for the customer. It lets the customer control the process. Provides an unconditional service guarantee. Each element of service system is consistent with the operating focus of the firm. The front end of the service encounter is equal to the back end.
A. Services cannot be inventoried.
Which of the following is a characteristic that can be used to guide the design of service systems? A. Services cannot be inventoried. B. Services are all similar. C. Even service businesses have internal services. D. Services businesses are inherently entrepreneurial. E. Quality work means quality service.
Aesthetics
Which of the following is a dimension of design quality? Quality at the source Aesthetics Price Distribution Leadership
Features
Which of the following is a dimension of design quality? Quality at the source Weight Color Price Features
D. The service package is the major output of the development process.
Which of the following is a major factor that distinguishes service design and development from manufacturing design and development? A. The service process and service product can be developed independently. B. Manufacturing is far more capital intensive than services. C. The service package has the same legal protection available to manufactured goods. D. The service package is the major output of the development process. E. Capacity decisions are much more critical in manufacturing operations.
B. Internet
Which of the following is an alternative possible service encounter included in the service-system design matrix? A. Face-to-face distance B. Internet C. Automated teller (ATM) D. Questionnaire response E. Response card encounter
Pareto charts
Which of the following is an analytical tool used in Six Sigma quality improvement programs? Continuous improvement Kaizen Leadership Management by fact Pareto charts
D. Puts customers in charge
Which of the following is not a characteristic of a well-designed service system? A. Effectively links "front office" with "back office" B. User-friendly C. Robust D. Puts customers in charge E. Cost-effective
B. It is structured to have consistency between organization and department.
Which of the following is not a characteristic of a well-designed service system? A. It provides effective links between the back office and the front office. B. It is structured to have consistency between organization and department. C. It is user-friendly. D. Each element of the service system is consistent with the operating focus of the firm. E. It is cost-effective.
Design of the service package
Which of the following is not a strategic use of the service-system design matrix? Clarifying exactly which combination of service delivery the firm is in fact providing Enabling systematic integration of operations and marketing strategy Indicating evolutionary or life cycle changes that might be in order as the firm grows Design of the service package Comparing how other firms deliver specific services
Decision diagrams
Which of the following is not an analytical tool used in Six Sigma quality improvement programs? Flowcharts Decision diagrams Pareto diagrams Run charts Control charts
E. The customer controls the process.
Which of the following is not an element of a good service guarantee? A. Unconditional (no small print). B. Easy to understand. C. Meaningful to the customer. D. Easy to communicate. E. The customer controls the process.
D. Service encounter
Which of the following is not part of "the service triangle"? A. Customers B. Employees C. Support systems D. Service encounter E. Service strategy
E. Production-line approach
Which of the following is one of the three contrasting approaches to delivering on-site service? A. Quality approach B. Professional approach C. Retail approach D. Stock market approach E. Production-line approach
External failure costs
Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)? Customer return cost External failure costs Prevention costs Appraisal costs Workmanship costs
Appraisal costs
Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable? External failure costs Prevention costs Checking costs Internal failure costs Appraisal costs
Internal failure costs
Which of the following is the cost of quality classification for costs such as scrap, rework, or repair? Internal failure costs Prevention costs External failure costs Rework and wastage Appraisal costs
Blocking
Which of the following production process terms best describes a situation where the activities in the stage must stop because there is no place to deposit the item just completed? Starving Setup time Blocking Phase buffer Buffering
Buffering
Which of the following production process terms best describes a technique that allows the stages in a production process to operate independently? Setup time Buffering Blocking Phase buffer Starving
Starving
Which of the following production process terms best describes the situation when activities in a stage of production must stop because there is no work? Buffer Buffering Blocking Starving Setup time
Operation time
Which of the following terms describes sum of the setup time and run time for a batch of parts that are run on a machine. Run time Cycle time Efficiency Operation time Setup time
Flow time
Which of the following terms describes the time a unit spends actually being worked on together with the time spent waiting in a queue? Flow time Efficiency Cycle time Run time Setup time
Setup time
Which of the following terms describes the time required to prepare a machine to make a particular item. Setup time Run time Flow time Cycle time Efficiency
Service operations can be protected by patents; manufacturing operations cannot.
Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development? The service package, rather than a definable good, is the output of the development process. Many service organizations can change their service offerings virtually overnight. Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. Service operations can be protected by patents; manufacturing operations cannot. The process and product must be developed at the same time.
Quality is free
he philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message? Leadership from senior management Continuous improvement Customer focus Quality is free Total involvement of the workforce
Customer and market focus
inspection protocols Control Standardization Customer and market focus DMAIC
