OPERATIONS 3100 Test 2
Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?
McDonald's Corp
What are the Dimensions of Design Quality
Performance Features Reliability Serviceability Aesthetics Perceived Quality
The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?
Reliability
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?
Treatment/Task *Three T's: Task to be done, Treatment of customer, tangible features of service
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?
Customer Focus
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
Low production efficiency
You want to determine the control lines for a p-chart for quality control purposes. If the total number of defects from all samples is 2,500, the number of samples is 100, and the sample size is 50, which of the following would be the standard deviation used in developing the control lines?
.0707 *standard deviation = sqrt[Fraction Defective x (1-FD)/ sample size]
Assume a fixed cost for a process of $15,000. The variable cost to produce each unit of product is $10, and the selling price for the finished product is $25. Which of the following is the number of units that has to be produced and sold to break even?
1000 units *BreakEven Amount = fixed cost / (selling price - cost)
If there are 400 total defects from 8 samples, each sample consisting of 20 individual items in a production process, which of the following is the fraction defective that can be used in a p-chart for quality control purposes?
2.5 *Fraction defective = (total # of defects)/(number of samples x sample size)
You are developing an X-bar chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99.7 percent, and the average of the sample means is 24. Which of the following is your UCL?
36 *UCL = Xbar + (SD x Zscore) *LCL = Xbar - (SD x Zscore)
A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?
Analyze
To reduce process throughput time, you might try which of the following actions?
Change the sequence of activities
For which of the following should we use a p-chart to monitor process quality? letter grades on exams temperatures of entrees weight errors in cans of soup errors in the length of a pencil Defective electrical switches
Defective electrical switches *for p-chart tests we want to look at binomial outcomes (good/bad)
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?
Demonstrated outstanding quality in their products and processes
The placement of which of the following is not determined by production process organization decisions? machines departments emergency exits work groups workstations
Emergency Exits *determined by safety concerns not process organization decisions
The dimension of design quality that concerns secondary characteristics is which of the following?
Features
You are hired as a consultant to decide if your client should purchase a new, highly specialized piece of equipment. The product to be produced by this equipment is forecast to have a total worldwide demand of 15,000 units over the entire product life. The initial investment to acquire and install the equipment is $256,000. The variable cost to produce each unit will be $15, and the selling price for the finished product will be $30. Which of the following best describes the situation the firm is facing? company will recover its initial investment its a good investment company's total margin will be less than investment the break even is lower than the 15000 expected to sell all of these
company's total margin will be less than investment
An advantage of a make-to-stock process is which of the following?
it features rapid delivery of a standard product
What are the three suggested actions for reducing the flowtime of a process ?
perform activities in parallel change the sequence of activities reduce interruptions
What did Crosby, Deming, and Juran define as the requirements for outstanding quality
quality senior management customer focus total involvement of the workforce continuous improvement based on analysis of processes
A process flowchart uses which of the following symbols to represent storage areas or queues in a flow diagram? tasks? flows?
ques- inverted triangles flows- arrows tasks- rectangles
Which of the following is a characteristic that can be used to guide the design of service systems?
services cannot be inventoried
A difference between project and continuous flow categories of process flow structures is which of the following?
size and bulk of the product
