OPS 571 FINAL EXAM STUDY GUIDE VERSION 5

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1) ______________ refers to service encounters whose specifications must be developed through some interaction between the customer and the server.

a. Mail contactb. Face-to-face loose specsc. Face-to-face tight specsd. Phone contacte. Face-to-Face total customization

2) Which of the following statements is not true about the strategic uses of the service-system design matrix?

a. Enables systematic integration of operations and marketing strategyb. Permits comparison with how other firms deliver specific servicesc. Indicates life cycle changes that might be in order as the firm growsd. Both A and Be. Both B and Cf. A, B, and C

3) The approach to delivering on-site service made famous by Nordstrom department stores is:a. Production line approachb. Self-service approachc. Personal attention approachd. None of the above

4) Which of the following is not an element of a good service guarantee?a. Unconditionalb. Easy to understand and communicatec. Painless to invoked. Ensures the firm makes a profite. Meaningful to the customer

5) The categories for the Baldrige Award include:a. Manufacturing companies or subsidiariesb. Small businessesc. Educational institutionsd. Healthcare organizationse. A and Bf. All of the above

6) The category given the maximum point value in the Baldrige award is:a. Strategic planningb. Customer and market focusc. Business resultsd. Process managemente. Human resource focus

7) Which Quality Guru advocated that senior management is responsible for 94% of quality problems?a. Crosbyb. Demingc. Ishikawad. Jurane. None of the above

8) Which of the following is not a dimension of design quality?a. Featuresb. Durabilityc. Serviceabilityd. Customizatione. Reputation

9) Testing is an example of:a. Appraisal costsb. Prevention costsc. Internal failure costsd. External failure costse. None of the above

10) An example of prevention quality cost is:a. Inspectionb. Testingc. Train personneld. Reworke. Warranty replacements

11) SPC tools commonly used for continuous improvement efforts include:a. Process flow chartb. Pareto analysisc. Cause and effect diagramsd. Histogramse. All of the above

12) Which of the following statements is not true about the ISO 9000 series?a. The ISO 9000 consists of 5 primary parts numbered as 9000 through 9004.b. There are 20 elements in the ISO 9000 standards that relate to how the system operates and how well it is performing.c. ISO 9000 is somewhat intentionally vague.d. There are 3 forms of certification: first, second and third party.e. ISO 9000 places more emphasis on customer satisfaction and business results.

13) According to Treacy and Wiersema, market leadership can be attained through:a. Product leadershipb. Operational excellencec. Customer intimacyd. Reengineering

e. A, B, and Cf. A, B, C, and D

14) According to David Maister, the most complex projects requiring innovation and creativity are called _________.a. “Procedures” projectsb. “Gray hair” projectsc. “Brain Surgery” projectsd. “Grinding” projectse. None of the above

15) The last stage in the operations consulting process is:a. Presenting final reportb. Implementing changesc. Assuring client satisfactiond. Assembling learning from the stagee. None of the above

16) Operations stage toolkit for the Data Analysis and Solution Development phase include(s):<br></br><ol type=”I”><li>SPC tools</li><li>Bottleneck analysis</li><li>Computer simulation</li><li>Balanced scoreboard</li></ol>a. I and IIb. II and IIIc. I, II and IIId. II, III, and IVe. I, II, III, and IV

17) Five forces model is an operation-consulting tool used in the ___________ phase.a. Problem definitionb. Data gatheringc. Data analysisd. Cost impact and payoff analysise. Implementation

18) Total quality management emphasizes continuous and incremental improvements of processes that are in control, reengineering is about radical discontinuous change through process innovation.a. Trueb. False

19) Which of the following is not a principle or rule for reengineering?a. Organize around tasks, not outcomesb. Merge information-processing work into the real work that produces the information

c. Treat geographically dispersed resources as though they were centralizedd. Link parallel activities instead of integrating their resultse. Capture information once-at the source

20) Supply-chain strategy concepts are applicable to what types of companies?a. Manufacturingb. Servicec. Restaurantsd. Airlinese. All of the above of companiesSection : S_1Reference: 0801Consider the following data from a company annual report:

Sales 1,000,000Cost of Goods Sold 800,000Raw Materials Inventory 100,000Finished Goods Inventory 75,000Work-in-Process 25,000

21) Refer To: 0801The inventory turnover for this company is:a. 4.0b. 8.0c. 10.67d. 32e. 2.0

22) Refer To: 0801<br></br>Lower values of inventory turn are considered better for a company.a. Trueb. False

23) Which of the following product promotional activities would probably help make the supply chain more efficient?a. Price promotions that expire on a specific dateb. An “everyday” low price strategy where prices are not dependent on quantity delivered with a specific orderc. Special packaging for a specific event that occurs one time each yeard. A 2 for 1 price promotione. All of the above

24) The phenomenon of magnification of demand variability as we move from the customer to the producer in the supply-chain is referred to as the:

a. Postponement effectb. Elasticity of demandc. Bullwhip effectd. Price deflatore. Just-in-time approach

25) According to Hau Lee, which of the following types of products need to be delivered with efficient supply-chains?a. Custom productsb. Innovative productsc. Grocery productsd. High technology productse. Responsive productsf. All of the above

26) Supply-chain response relates to the following:a. How quickly a customer order can be filledb. How quickly a company can react to a new competing productc. How inexpensive the product isd. A and Be. All of the above

27) The idea of the Value Density calculation is:a. Finding a carrier that can handle the weightb. Matching the weight of the product with an appropriate carrierc. Determining how a product should be shipped considering its weight and valued. Finding the minimum cost carriere. Finding the fastest carrier for a product

28) What factors do companies need to consider when sourcing product?a. Material costsb. Transportation costc. Production costsd. Outsourcing costse. All of the above

29) An important strategy for localizing a product in the context of supply-chain design is the following:a. Postponing the task of differentiating a product until the last point in the supply networkb. Minimizing reengineering costc. Very high volume sales

d. Minimizing inventory coste. Low direct labor cost

30) Which of the following statements is not true about capacity management in operations?a. When looking at capacity, operations managers need to look at both resource input and product outputs.b. An operations management view also emphasizes the time dimension of capacity.c. Capacity planning itself has different meaning to individuals at different levels within the operations management hierarchy.d. The definition of capacity, in an operations management context, makes a clear distinction between efficient and inefficient use of capacity.

31) Capacity utilization rate can be computed as:a. Capacity used – best operating levelb. Capacity used x best operating levelc. Capacity used / best operating leveld. Capacity used + best operating levele. None of the above

32) Capacity flexibility can be achieved through:a. Flexible plantsb. Flexible processesc. Flexible workersd. Strategies that use the capacity of other organizationse. All of the above

33) Considerations in adding capacity include:a. Maintaining system balanceb. Frequency of capacity additionsc. External sources of capacityd. A and Be. A and Cf. A, B, and C

34) The types of costs to consider when adding capacity are the cost of upgrading frequently and the cost of upgrading too infrequently.a. Trueb. False

35) The steps to determining capacity requirements include:a. Using decision trees to evaluate capacity alternativesb. Calculating equipment and labor requirements to meet product line forecastsc. Projecting labor and equipment availabilities over the planning horizon

d. A and Be. B and Cf. A, B, and C

36) Service capacity:a. is highly time and location dependentb. is subject to less volatile demand fluctuationsc. utilization directly impacts service qualityd. A and Be. A and Cf. A, B, and C

37) The best operating level is:a. the maximum point of the cost curveb. the level of capacity for which average unit cost is minimizedc. maximum capacityd. the level of capacity for which total cost is minimizede. the level of capacity for which average unit cost is maximized

38) The benefit of group technology include:a. Elimination of movement and waiting time between operationsb. Reduction of inventoryc. Reduction of number of employees requiredd. A and Be. B and Cf. A, B, and C

39) Which of the following is not true about JIT systems?a. The JIT system is based on the philosophy of eliminating waste and utilizing the full capability of the worker.b. Under JIT the ideal lot size is one.c. JIT is typically applied to repetitive manufacturing.d. The goal of JIT is to drive all inventory queues to a moderate level thus minimizing inventory investment and shortening lead times.e. All the above statements are true.

40) Which of the following is not an element of JIT?a. small-lot productionb. quickly changing schedulec. multifunction workerd. kanban pull systeme. perfect or nearly perfect quality

41) A kanban card is used to signal that:a. work is ready to be moved to the next stationb. a worker has run out of partsc. a machine has broken downd. work is authorized to replenish a downstream statione. a machine is ready for preventive maintenance

42) With regards to working with suppliers, lean systems typically require:a. delivery of large lots at frequent intervalsb. buyer inspection of goods and materialsc. multiple sources from which to purchased. long-term relationships and commitmentse. the lowest price possible

1) Which of the following is not a typical project milestone?a. Completion of designb. Production of a prototypec. Training of project membersd. Completed testing of the prototypee. Approval of a pilot run

2) Which of the following are organizational structures used to tie the project to the parent firm?a. Pure projectb. Functional projectc. Matrix projectd. Only A and Be. Only B and Cf. A, B, and C

3) The advantages of pure project include all but:a. The project manager has full authority over the project.b. Team pride, motivation, and commitments are high.c. Decisions are made quickly.d. A team member can work on several projects.e. Team members report to one boss.

4) The advantage(s) of the network planning models over the Gantt chart is (are) that:a. they are easy to use and quite widely understoodb. the precedence relationships in network scheduling are explicitly shownc. they are less costly to used. both A and Be. both B and C

5) “Slack” refers to the difference between:a. latest and earliest timesb. finish and start timesc. observed and predicted timesd. optimistic and pessimistic timese. none of the above

6) Which of the following would not be considered in deciding how far to minimum-cost schedule (crash) a project?a. Project overrun penaltiesb. Incentives for early completionc. Indirect project costs (e.g. interest on a construction loan)d. The normal duration times of tasks not on a critical pathe. How far individual tasks can be crashed

7) Which statement is true about Project Scheduling?a. Slack is defined as the difference between the earliest start and the latest finish of a task.b. The critical path seldom has a slack time of zero.c. Project crashing is an effort to maximize project duration.d. The earliest finish for a task is equal to the early start plus the task duration.e. None of the above statements are true.

8) Refer To: 0301. What is the expected time needed to complete activity A?a. 8 minutesb. 10 minutesc. 12 minutesd. 11 minutese. None of the above

9) Refer To: 0301. Which of the following is the standard deviation of this activity A?a. sqrt (4/36)b. sqrt (16/36)c. sqrt (10/36)d. 4/36e. 16/36

10) In which phase of new-product design process are considerations to target market, desired level of performance, investment requirements and financial impact made:a. concept development and product planningb. detailed engineeringc. preliminary process design

d. pilot manufacturing phasee. ramp-up

11) When marketing, engineering, and operations simultaneously develop a process (cross-functional integration), this approach is known as __________ ________________.a. sequential processb. traditional approachc. concurrent engineeringd. both A and Be. none of the above

12) Quality Function Deploymenta. is a tool for translating customer requirements into concrete operating and engineering goals.b. facilitates inter-functional cooperation between marketing, engineering, and manufacturing.c. provides a better understanding and focus on process characteristics that require improvements.d. A and Be. A, B, and C

13) Which of the following statements is true about value analysis/value engineering (VA/VE)?a. The purpose of VA/VE is to simplify products and processes.b. The objective of VA/VE is to achieve equivalent or better performance at a lower cost.c. VA is performed before the production stage, while VE deals with products already in production.d. both A and Be. A, B, and C

14) The most important performance dimension for product development projects is:a. Time-to-marketb. Productivityc. Qualityd. Product flexibilitye. Product reliabilityf. A, B, and C

15) When evaluating a new product development project using net present value analysis, which of the following will make the project more attractive?a. Delaying the start of the projectb. Making the project run over a longer period of timec. Improving (bringing forward) the date when revenue will begind. A and Be. None of the above are correct.

16) Which of the following are parts of IDEO’s product design process?a. Rapid prototypingb. Using project milestonesc. Brainstormingd. Benchmarkinge. A and C

17) Which of the following are characteristics of a company’s core competence?a. It is not easy to outsourceb. It provides potential access to a variety of marketsc. It increases perceived customer benefitsd. It is hard for competitors to imitatee. B, C and D.

18) Manufacturing is involved in what phases of the product design process?a. Concept Developmentb. Production Ramp-upc. Initial Planningd. Concept Developmente. A, B, C and D

19) Which of the following would not be considered an input in the airline business?a. Ground equipmentb. Flight crewc. Reservation personneld. Energy in the form of fuele. All the above are inputs

20) ________ is when the activities in the stage must stop because there is no place to deposit the item just completed.a. Bufferingb. Blockingc. Starvingd. None of the above

21) The most common things that can happen when two stages are directly linked are:a. Bufferingb. Blockingc. Starvingd. A and Be. B and Cf. A, B, and C

22) Processes can be characterized as:a. Single stage or multi stageb. Make-to-stock or make-to-orderc. Paced or non-pacedd. A and Be. B and Cf. A, B, and C

23) Which of the following is true about make-to-stock processes?a. Make-to-stock processes can be controlled based on the actual or anticipated amount of finished goods inventory.b. Make-to-stock process is used when demand is seasonal and the firm does not have enough capacity to keep up during the peak season.c. Services by their very nature often use make-to-stock processes.d. A and Be. A and Cf. A, B, and C

24) According to your text, the most common process metric is:a. Productivityb. Efficiencyc. Utilizationd. Throughput timee. Cycle time

25) The average time between completion of units is commonly known as:a. Throughput timeb. Operation timec. Cycle timed. Run timee. None of the above

26) In practice, often _______ time is not included in the utilization of the process.a. Run timeb. Machine timec. Setup timed. A and Be. B and C

27) Throughput time cannot be reduced in a process by:a. Reducing the utilization of bottleneck equipmentb. Performing activates using a serial approach

c. Changing the sequence of activitiesd. Reducing interruptionse. All of the above are ways by which throughput time can be reduced

28) According to Hayes and Wheelwright, which of the following is not a major process flow structure?a. Job Shopb. Batchc. Assembly Lined. Projecte. Continuous Flow

29) The type of processing structure that is used to produce gasoline, chemicals, and steel is:a. Job Shopb. Batchc. Assembly Lined. Projecte. Continuous Flow

30) The type of processing structure that is used for producing discrete products at higher volume is:a. Job Shopb. Batchc. Assembly Lined. Projecte. Continuous Flow

31) An example of a business/industry that uses batch flow process structure is:a. Commercial printerb. Heavy equipmentc. Automobile assemblyd. Sugar refinerye. French restaurant

32) The major decision variables in equipment selection are:a. Flexibilityb. Labor requirementsc. Manufacturerd. Both A and Be. Both B and Cf. Both A, B and C

33) A major process flow structure is the fabrication shop.a. Trueb. False

34) The best process flow structure to use for making automobiles is?a. Job shopb. Batch shopc. Group technology celld. Assembly linee. Continuous flow

35) A process flow diagram shows how parts are put together to make a product.a. Trueb. False

36) A break even point indicates which of the following:a. The point where profit is maximizedb. The point where cost is minimizedc. The point where we are indifferent between two optionsd. The point where we are most efficiente. All of the above

37) Generalizations that can be made pertaining to the nature of services include:a. Everyone is an expert on servicesb. Quality of work is quality of servicec. High-contact services are experiencedd. A and Be. A and Cf. A, B, and CThe correct answer is e

38) Home repair services are an example of:a. Facilities-based servicesb. Field-based servicesc. Internal servicesd. All of the abovee. None of the above

39) The service triangle includes:a. The service strategyb. Employeesc. Managementd. Support systems

e. A, B, and Cf. A, B, and Dg. All of the above

40) The ______ the percentage of contact time between the service system and the customer, the ________ the degree of interaction between the two during the production process.a. Greater, lesserb. Lesser, greaterc. Greater, greaterd. None of the above

41) The item “most” emphasized by the survey respondents of the 1997 survey conducted by Roth, Chase, and Voss was:a. Accessibilityb. Openness to employeesc. Leadershipd. Listening to the customere. Service tangibles

42) Which of the following is not an alternative identified in the service-system design matrix?a. Mail contactb. Face-to-face loose specsc. Face-to-face tight specsd. Phone contacte. All of the above are identified