Chapters 5-7

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Resources that are held by the public are said to be resources in the A. common. B. joint. C. sharing. D. domain.

A. common

What is an electronically guided and controlled cart used to move​ materials? A. CNC B. AGV C. RFID D. AIS

B. AGV

Which of the following is an award for quality achievement in​ Japan? A. Tokyo Medal for Excellence in Quality B. Deming Prize C. Malcolm Baldrige National Quality Award D. ISO 9000

B. Deming Prize

The American Society for Quality defines quality as A. how well a product fits patterns of consumer preferences. B. the degree of excellence at an acceptable price and the control of variability at an acceptable cost. 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

Which of the following is NOT a tool for process analysis and​ design? A. flowchart B. process chart C. process mapping D. Pareto chart

D. Pareto chart

Which of the following statements is NOT true regarding a bill of material​ (BOM)? A. A BOM cannot be referenced on other bills of material. B. A BOM lists the hierarchy of components and their description. C. In the​ food-service industry, BOMs manifest themselves in​ portion-control standards. D. A BOM lists the quantity of each component required to make one unit of a product.

A. A BOM cannot be referenced on other bills of material.

What is the key tool for reducing industrial greenhouse gas emissions in the European​ Union? A. EUETS B. ISO C. UNFCCC D. GHG

A. EUETS

Which of the following is NOT a regulatory agency that provides guidance and standards of operations for manufacturing and assembly​ activities? A. EUETS B. state and local agencies that regulate workers rights and employment standards C. OSHA D. EPA

A. EUETS

Which of the following is NOT one of the techniques for building employee​ empowerment? A. Eliminate formal organization structures such as teams and quality circles. B. Build​ high-morale organizations. C. Develop​ open, supportive supervisors. D. Build communication networks that include employees.

A. Eliminate formal organization structures such as teams and quality circles.

Which of the following statements is NOT true regarding joint​ ventures? A. Joint ventures are more likely to work when the risks are unknown. B. Joint ventures are firms establishing joint ownership to pursue new products or markets. C. Ownership can be​ 50-50, or one owner can assume a larger portion to ensure tighter control. D. Joint ventures are usually between just two firms.

A. Joint ventures are more likely to work when the risks are unknown.

Which of the following statements is NOT true about​ sustainability? A. Sustainability focuses only on environmental resources. B. Sustainability refers to meeting the needs of the present without compromising the ability of future generations to meet their needs. C. Green manufacturing is part of sustainability. D. Sustainability is often associated with corporate social responsibility.

A. Sustainability focuses only on environmental resources.

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 manager may be able to influence the quality of the service but has little control over the​ customers' expectation. B. The operations manager should realize that the​ customer' expectations are the standard against which the service is judged. C. The tangible component of many services is important. D. Managers must expect exceptions.

A. The manager may be able to influence the quality of the service but has little control over the​ customers' expectation

What are cooperative agreements that allow firms to remain​ independent, but pursue strategies consistent with their individual​ missions? A. alliances B. joint ventures C. enhancements and migration D. acquisitions

A. alliances

Stacked Resaurants lets customers choose ingredients for their sandwhiches using A. an iPad menu. B. playing cards. C. a telephone at the table. D. a moving conveyor belt.

A. an iPad menu

Which of the following regions of a process chain includes the process steps that involve interaction between​ participants? A. direct interaction region B. independent processing region C. substitute interaction region D. surrogate interaction region

A. direct interaction region

The five core elements of ISO 14000 are A. environmental​ management, auditing, performance​ evaluation, labeling, and life cycle assessment. B. environmental​ management, planning, performance​ evaluation, labeling, and life cycle assessment. C. environmental​ management, planning, performance​ evaluation, labeling, and value analysis. D. environmental​ management, auditing, performance​ evaluation, labeling, and value analysis.

A. environmental​ management, auditing, performance​ evaluation, labeling, and life cycle assessment.

A route sheet A. lists the operations necessary to produce the component. B. is an instruction to make a given quantity of a particular item. C. shows in schematic form how a product is assembled. D. is a correction or modification of an engineering drawing or bill of materials.

A. lists the operations necessary to produce the component.

What is the fundamental rethinking of business processes to bring about dramatic improvements in​ performance? A. process redesign B. process analysis C. process design D. process strategy

A. process redesign

Listing products in descending order of their individual dollar contribution to the firm is called: A.product-by-value analysis. B.brainstorming. C.product life cycle. D.product decision.

A. product-by-value analysis.

Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its​ promises? A. reliability B. competence C. credibility D. responsiveness

A. reliability

In many​ applications, human quality inspectors can be replaced effectively by A. vision systems. B. RFID tags. C. automated storage and retrieval systems. D. FMS.

A. vision systems

What is the percentage defective in an average lot of goods inspected through acceptance​ sampling? A. OC curve B. AOQ C. AQL D. LTPD

B. AOQ

Which of the following determinants of service quality means approachability and ease of​ contact? A. courtesy B. access C. security D. tangibles

B. access

Which service strategy describes separating services that may lend themselves to some type of​ automation? A. modules B. automation C. focus D. separation

B. automation

​Self-checkout at a grocery store is an example of A. delayed customization. B. customer participation in service delivery. C. customer participation in service design. D. complete automation.

B. customer participation in service delivery

What is the ability to respond with little penalty in​ time, cost, or customer​ value? A. mass customization B. flexibility C. repetitive process D. postponement

B. flexibility

Which of the following could reduce costs and increase​ profit? A. improved response B. increased productivity C. flexible pricing D. improved reputation

B. increased productivity

Which of the following phases of the product life cycle has negative cash flow and increasing spending on development and​ production? A.growth phase B.introductory phase C.decline phase D.maturity phase

B. introductory phase

Which of the following is an external product development​ strategy? A. migrations of existing products B. joint ventures C. enhancements to existing products D. new internally developed products

B. joint ventures

What are the three Ps in the triple bottom line of the three P​s? A. ​product, planet, and profit B. ​people, planet, and profit C. ​people, product, and profit D. ​people, planet, and product

B. people, planet, and profit

Which of the quadrants in the service process matrix has high labor intensity and high​ customization? A. mass service B. professional service C. service factory D. service shop

B. professional service

​Taguchi's quality loss function is based on a A. binomial distribution. B. quadratic equation. C. linear equation. D. negative exponential distribution.

B. quadratic equation

Which of the following is NOT an external failure​ cost? A. lost goodwill B. scrap C. costs to society D. returned goods

B. scrap

Moving a product from development to production is referred to as A. product development. B. transition to production. C. product definition. D. product design.

B. transition to production

Which of the following is a characteristic of the maturity phase of the product life​ cycle? A. products are​ "fine-tuned." B. products are considered for termination. C. competitors are well established D. product designs begin to stabilize.

C. Competitors are well established

Which of the following is NOT true regarding corporate social​ responsibility? A. Companies that practice corporate social responsibility introduce policies that consider​ environmental, societal, and financial impacts in their decision making. B. The operations function plays a profound role in meeting corporate social responsibility. C. Corporate social responsibility only requires firms to focus on environmentally friendly product disposal. D. Corporate social responsibility means​ "doing what's​ right" and doing it​ properly, which can be beneficial to all stakeholders.

C. Corporate social responsibility only requires firms to focus on environmentally friendly product disposal

Which of the following statements is NOT true regarding production​ technologies? A. Robots are mechanical devices that use electronic impulses to activate motors and switches. B. CNC is machinery with its own computer and memory. C. Flexible manufacturing systems and​ computer-integrated manufacturing are increasing the distinction between​ low-volume/high-variety and​ high-volume/low-variety production. D. Vision systems combine video cameras and computer technology and are often used in inspection roles.

C. Flexible manufacturing systems and​ computer-integrated manufacturing are increasing the distinction between​ low-volume/high-variety and​ high-volume/low-variety production

What is the first step to build a house of​ quality? A. Identify how the​ good/service will satisfy customer wants. B. Relate customer wants to product hows. C. Identify customer wants. D. Determine the desirable technical attributes.

C. Identify customer wants

Which of the following statements is TRUE regarding the approach Japanese organizations use for product​ development? A. The Japanese approach to product development is an organization with distinct departments. B. Japanese organizations assign a product manager to​ "champion" the product. C. Japanese organizations bypass the team issue by not subdividing organizations into research and​ development, engineering,​ production, and so forth. D. Japanese organizations use teams to develop products.

C. Japanese organizations bypass the team issue by not subdividing organizations into research and​ development, engineering,​ production, and so forth.

Which of the following statements is NOT​ true? A. The product decision includes the​ selection, definition, and design of products. B. Many service firms refer to their offerings as​ "products." C. The term​ "products" refers to tangible goods only. D. The objective of the product decision is to develop and implement a product strategy that meets the demands of the marketplace with a competitive advantage.

C. The term​ "products" refers to tangible goods only.

Most manufacturing items and their components are defined by A. a BOM. B. the​ make-or-buy decision. C. an engineering drawing. D. group technology.

C. an engineering drawing.

A successful quality strategy begins with A. an understanding of the principles of quality. B. engaging employees in the necessary activities to implement quality. C. an organizational culture that fosters quality. D. satisfying customers and obtaining a competitive advantage.

C. an organizational culture that fosters quality.

In acceptance​ sampling, the​ producer's risk is the risk of having a A. bad lot accepted. B. good lot accepted. C. good lot rejected. D. bad lot rejected.

C. good lot rejected

A fast food restaurant is an example of A. high customization and high degree of labor. B. high customization and low degree of labor. C. low customization and low degree of labor. D. low customization and high degree of labor.

C. low customization and low degree of labor

Which of the following is NOT one of the advantages of ISO​ 14000? A. compliance with regulatory requirements and opportunities for competitive advantage B. reduction in the need for multiple audits C. positive public image and increased exposure to liability D. good systematic approach to pollution prevention through minimization of ecological impact of products and activities

C. positive public image and increased exposure to liability

What is a flowchart with time added on the horizontal​ axis? A. service blueprinting B. CNC C. process mapping D. process chart

C. process mapping

What is analysis that focuses on the ways in which processes can be designed to optimize interaction between firms and their​ customers? A. value engineering B. value analysis C. ​process-chain-network analysis D. ​product-by-value analysis

C. process-chain-network analysis

Which of the following is NOT a benefit generated by manufacturability and value​ engineering? A. improved job design and job safety B. reduced complexity of the product C. reduced standardization of components D. reduction of environmental impact

C. reduced standardization of components

What is a design that can be produced to requirements even with unfavorable conditions in the production​ process? A. CAD B. DFMA C. robust design D. modular design

C. robust design

Which of the following is NOT a production technology that enhances production and​ productivity? A. process control B. vision systems C. service blueprinting D. automatic identification systems

C. service blueprinting

Which of the quadrants in the service process matrix has low labor intensity and low​ customization? A. service shop B. mass service C. service factory D. professional service

C. service factory

Group technology identifies components by a coding scheme that specifies the A. size and type of processing. B. size and shape. C. ​size, shape, and type of processing. D. shape and type of processing.

C. size, shape, and type of processing.

What is a review of successful products that takes place during the production​ process? A. LCA B. virtual reality C. value analysis D. CAD

C. value analysis

Which of the following technologies is particularly useful for prototype development and small lot​ production? A. CAD B. STEP C. CAM D. ​3-D printing

D. 3-D printing

Which of the following statements is NOT​ true? A. Selecting the best equipment requires understanding the specific industry and available processes and technology. B. Selection of a particular process strategy requires decisions about equipment 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 a major competitive advantage. Building flexibility into a production process is usually​ inexpensive, but difficult.

D. Adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually​ inexpensive, but difficult.

Which of the following statements is NOT​ true? A. Sociological and demographic change may appear in such factors as decreasing family size. B. ​Political/legal change brings about new trade​ agreements, tariffs, and government requirements. C. Understanding the customer is the premier issue in​ new-product development. D. Economic change brings increasing levels of affluence in the short run but economic cycles and price changes in the long run.

D. Economic change brings increasing levels of affluence in the short run but economic cycles and price changes in the long run.

Which of the following statements is NOT true regarding process​ redesign? A. Effective process redesign works only if the basic process and its objectives are reexamined. B. Process redesign is also called process reengineering. C. Process redesign also focuses on those activities that cross functional lines. D. Process redesign is also called process reinvention.

D. Process redesign is also called process reinvention

Which of the following is NOT an example of​ technology's impact on the financial services​ industry? A. Internet stock trading B. electronic funds transfer C. debit cards D. RFID

D. RFID

Which of the following is NOT an approach to ensure a successful transition from development to​ production? A. Appoint a project manager. B. Integration of the product development and manufacturing organizations. C. Use product development teams. D. Segregation of the product development and manufacturing organizations.

D. Segregation of the product development and manufacturing organizations

A house of quality would depict the strength of the relationship between which of the following two​ items? A. The design​ team's choice of material for a wallet and the materials that were considered but rejected by the design team. B. The​ customer's need for a sealable change pocket and the​ customer's need for plastic inserts to display pictures. C. The stitching used in your​ company's new product and the stitching used in a​ competitor's wallet. D. The​ customer's desire for a durable wallet and the​ company's choice of material for the wallet.

D. The​ customer's desire for a durable wallet and the​ company's choice of material for the wallet.

An assembly chart is A. an instruction to make a given quantity of a particular item. B. an exploded view of the product. C. a listing of the operations necessary to produce the component. D. a schematic showing how the product is assembled.

D. a schematic showing how the product is assembled.

In a​ make-to-order system, when a customer places a request for a product or service with a​ producer, A. a route sheet is created. B. an assembly chart is created. C. an engineering change notice is created. D. a work order is created.

D. a work order is created.

Operation of a hair salon is an example of A. automation. B. modularization. C. an assembly line. D. delayed customization.

D. delayed customization

To develop a standard or​ benchmark, firms need to start with A. forming a benchmark team. B. identifying benchmarking partners. C. collecting benchmarking information. D. determining what to benchmark.

D. determining what to benchmark.

Managing quality helps build successful strategies of A. ​differentiation, time and response. B. ​differentiation, low cost and service. C. ​differentiation, time and service. D. ​differentiation, low cost and response.

D. differentiation, low cost and response.

How companies remain in business is referred to as A. carbon footprint. B. corporate social responsibility. C. social accounting. D. economic sustainability.

D. economic sustainability.

Which of the following DOES NOT increase profit by improving​ quality? A. improved reputation B. increased productivity C. flexible pricing D. higher warranty costs

D. higher warranty costs

Which of the following is the Japanese term used to describe continuous improvement​ efforts? A. six sigma B. ​poka-yoke C. kanban D. kaizen

D. kaizen

Which of the following represents an internal product development​ strategy? A. purchase technology or expertise by acquiring the developer B. joint ventures C. alliances D. migration of existing products

D. migration of existing products

When ordering a new​ zagflatz, customers must choose the style of three major​ components, each of which has about ten variations. This is an example of: A. environmentally friendly design. B. robust design. C. CAD. D. modular design

D. modular design

What is an umbrella of software programs that may include​ CAD/CAM, product​ routing, maintenance, and other product​ concerns? A. DFMA B. configuration management C. material requirements planning D. product​ life-cycle management

D. product​ life-cycle management

Which of the following costs is NOT a cost of​ quality? A. lost goodwill B. scrap C. rework D. research and development

D. research and development

What is training and empowering frontline employees to solve a problem​ immediately? A. employee empowerment B. quality circle C. courtesy D. service recovery

D. service recovery

Defining a product means A. to decide to produce a component or service or purchase from an outside source. B. to list the hiearchy of​ components, their​ description, and the quantity of each required to make one unit of a product. C. to identify components by a coding scheme that specifies​ size, shape, and the type of processing. D. to define the new​ good's or​ service's function.

D. to define the new​ good's or​ service's function.

Which of the following is an example of​ technology's impact on​ wholesale/retail trade​ industry? A. automatic toll booths B. interactive TV C. automatic teller machines D. ​bar-coded data

D. ​bar-coded data


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