Deck 15: Operations, Quality, and Productivity

Question 1

A(n) _______ is a good, a service, or a combination of the two.

A)item
B)product
C)object
D)output

Answer 1

B

Question 2

Shay owns an insurance agency that employs ten agents.The agents do all of the work prospecting new clients, identifying their insurance needs, selling them the appropriate policies, and providing ongoing service after the policies are issued.In terms of intensity, the operations of Shay's agency would be categorized as __________.

A)organically intensive
B)human intensive
C)people intensive
D)labor intensive

Answer 2

D

Question 3

________ refers to the amount of variety in the products an operation produces, which determines whether the products are produced continuously, repetitively, in batches, or individually.

A)Customer involvement
B)Product variation
C)Operations flexibility
D)Automation

Answer 3

C

Question 4

The levels of customer involvement do not include __________.

A)make-to-stock operations
B)assemble-to-stock operations
C)make-to-order operations
D)assemble-to-order operations

Question 5

Major appliance retail stores such as Sears sell appliances and also offer extended warranties and service what they sell.This is an example of ______.

A)intangible products
B)tangible products
C)mixed products
D)semitangible products

Question 6

All of the following are examples of a tangible product, except __________.

A)a car
B)a computer
C)a textbook
D)legal advice

Question 7

A(n) _______ is an intangible product.

A)appliance
B)car
C)haircut
D)television

Question 8

Harlyn paints portraits by commission.Each customer who calls her wants a unique work of art and has specific demands regarding the painting.Harlyn completes all of the paintings in her studio, either while the subject poses or from photographs she takes before she begins.The type of operation system Harlyn is using is __________.

A)continuous process operations
B)individual process operations
C)batch process operations
D)repetitive process operations

Question 9

Time-based competition refers to the use of _______ to increase the speed with which an organization goes from creativity to delivery.

A)methods
B)resources
C)innovation
D)strategies

Question 10

The time required to complete the time-based competition process is called __________.

A)total time
B)throughput time
C)processing time
D)turnout time

Question 11

Juanita has setup a new bakery that produces different outputs such as cookies, cakes, and brownies while using common ingredients and tools.The type of operation system Juanita is using is __________.

A)continuous process operations
B)repetitive process operations
C)batch process operations
D)project process operations

Question 12

Micah manages a manufacturing facility that is almost entirely automated.His only employees monitor the operation of the machines and ensure they are properly maintained while the machines do the actual work.The operations of Micha's facility would be categorized as __________.

A)mechanically intensive
B)automation intensive
C)capital intensive
D)robotics intensive

Question 13

"Quality is a virtue of design" means that if products are well designed, all of the following will be true, except _________.

A)there will be fewer operations problems
B)the product will be easier to sell
C)the design process will be shorter
D)servicing the product will be less costly

Question 14

The level of _______ refers to the amount of input from customers, which determines whether operations are make to stock, assemble to order, or make to order.

A)operations flexibility
B)customer involvement
C)automation
D)product variation

Question 15

Macy's and other similar retail stores use a _____ layout.

A)process
B)fixed-position
C)cellular
D)product

Question 16

The function concerned with transforming resource inputs into product outputs is __________.

A)operations
B)production
C)assembly
D)development

Question 17

The process used to transform inputs into outputs is __________.

A)technology
B)production
C)design
D)development

Question 18

Wayne and Ichiro are discussing Ichiro's plans for his new baseball specialty sporting goods store.They are discussing how many product lines to feature in the store, how many products Ichiro should offer within each line, and the mixture of goods within each line.Wayne and Ichiro are discussing the __________ for the store.

A)product mix
B)product design
C)product assortment
D)product selection

Question 19

The Smith General Contracting Company commonly completes projects by sending their resources to the customer's site rather than to their own facilities.This is a(n) _______ operation system.

A)individual process
B)project process
C)continuous process
D)repetitive process

Question 20

Flexibility within operations is based on product _______ and _______.

A)volume; type
B)type; variety
C)classification; variety
D)volume; variety

Question 21

You have decided to open a fast-food restaurant.Which facility layout would be most efficient for you to use in the new restaurant's kitchen?

A)Cellular
B)Product
C)Fixed-position
D)Process

Question 22

Alex and Allison have been assigned the responsibility at work to send out marketing letters to all of the company's clients.What would be the best scheduling technique to use if they want to plan out who is in charge of specific activities and their deadlines?

A)Gantt chart
B)Priority scheduling
C)Planning sheet
D)PERT diagram

Question 23

_______ is the path and sequence of the transformation of a product into an output.

A)Critical path
B)Systems process
C)Facility layout
D)Routing

Question 24

__________ and _______ are commonly used to develop procedures for routine standing plans, whereas _____ is/are commonly used for single-use program plans for a complex project with dependent activities.

A)Planning sheets; Gantt charts; PERT
B)PERT; planning sheets; Gantt charts
C)PERT; priority scheduling; planning sheets
D)Gantt charts, PERT; planning sheets

Question 25

All of the following are priority scheduling methods, except __________.

A)first in-first out
B)first come-first served
C)earliest due date
D)shortest operating time

Question 26

_______ is the process of listing activities that must be performed to accomplish an objective.

A)Planning
B)Scheduling
C)Prioritizing
D)Managing

Question 27

Facility __________ must be determined based on the classification of the operations system and the organization's product mix, layout requirements, and capacity planning.

A)routing
B)capacity
C)layout
D)location

Question 28

A facilities __________ refers to the spatial arrangement of physical resources relative to each other.

A)location
B)layout
C)capacity
D)design

Question 29

_____ is the continuing evaluation and reordering of the sequence in which products will be produced.

A)Priority scheduling
B)Time flow mapping
C)Critical scheduling
D)Process routing

Question 30

__________ is/are a network scheduling technique that illustrate(s) the dependence of activities.

A)Priority scheduling
B)PERT
C)Gantt charts
D)Planning sheets

Question 31

Chen's Floor Cleaners goes house to house to perform their floor cleaning services.What facility layout does this business use?

A)Process
B)Product
C)Fixed-position
D)Cellular

Question 32

_________ and ________ are useful tools when the activities follow each other in a dependent series.

A)Balanced scorecards; PERT technique
B)Gantt charts; PERT technique
C)Planning sheets; Gantt charts
D)Gantt charts; balanced scorecard

Question 33

Which of the following is not a type of facility layout?

A)Product
B)Process
C)Organic
D)Fixed-position

Question 34

The critical path in a PERT network is important to know because it determines the ____________ needed to complete a project.

A)length of time
B)amount of money
C)number of employees
D)number of activities

Question 35

The critical path is the most ______________ series of activities in a PERT network.

A)time-consuming
B)important
C)expensive
D)difficult

Question 36

Which layout is associated with make-to-order and assemble-to-order levels of customer involvement and flexible project process operations?

A)Product
B)Cellular
C)Process
D)Fixed-position

Question 37

_____ facility layout is associated with make-to-stock and assemble-to-order levels of customer involvement and relatively flexible batch process operations.

A)Cellular
B)Process
C)Fixed-position
D)Product

Question 38

All of the following are part of facilities, except __________.

A)buildings
B)products
C)machines
D)furniture

Question 39

Which facility layout is associated with made-to-stock and assemble-to-order levels of customer involvement and relatively inflexible repetitive process operations or continuous process operations?

A)Cellular
B)Process
C)Fixed-position
D)Product

Question 40

Michaela would like to arrange her new office in such a way that everything she will need is placed around her so that she can get to them easily.Michaela should consider a __________ layout for her office.

A)process
B)product
C)cellular
D)fixed-position

Question 41

Which of the following is not one of the five rules of customer human relations?

A)Take your time with people.
B)Don't discriminate with your service (treat everyone well).
C)Always be nice-no matter how busy you are.
D)The customer is always right.

Question 42

__________ is the process that involves everyone in an organization focusing on the customer to continually improve product value.

A)Quality assurance
B)Quality control
C)Total quality management
D)Statistical quality control

Question 43

You are a server at a restaurant.While taking an order to a table, you dropped the plate and now it must be redone.You are in ___________.

A)preliminary control
B)damage control
C)concurrent control
D)rework control

Question 44

__________ is a system that integrates operations and inventory control with complex ordering and scheduling.

A)Materials requirement planning (MRP)
B)Just-in-time (JIT) inventory
C)Economic order quantity (EOQ)
D)Enterprise resource planning (ERP)

Question 45

An egg that is being cooked or a car on the assembly line are examples of which of the following?

A)Finished goods
B)Raw materials
C)Work in process
D)In-transit goods

Question 46

Deming directed managers' attention to the fact that most quality problems are not the fault of employees, rather, the __________ is to blame.

A)customer
B)strategy
C)system
D)manager

Question 47

Inventory control is also called _________.

A)resources control
B)supplies control
C)backstock control
D)materials control

Question 48

Tyree is concerned about minimizing ordering and holding costs without running out of stock.Tyree is primarily interested in calculating __________.

A)Materials requirement planning (MRP)
B)Economic order quantity (EOQ)
C)Enterprise resource planning (ERP)
D)Supply chain management (SCM)

Question 49

Inventory is a resource needed to transform __________ into __________.

A)products; services
B)outputs; inputs
C)inputs; outputs
D)goods; products

Question 50

__________ requires that you "build in" quality; you cannot "inspect it in."

A)Quality control
B)Quality assurance
C)Statistical quality control
D)Total quality management

Question 51

___________ is the process of coordinating all the activities involved in producing a product and delivering it to the customer.

A)Inventory control
B)Quality control
C)Supply chain management
D)Total quality management

Question 52

Cyril is currently checking all of his inventory to make sure it meets standards.Cyril is engaged in __________.

A)total quality management
B)quality control
C)quality assurance
D)statistical quality control

Question 53

According to one theory, __% of the reasons for out-of-control performance cause __% of the quality problems.

A)30; 70
B)20; 80
C)15; 85
D)50; 50

Question 54

_______ are input materials that have been received but have not yet been transformed in any way by the operations department.

A)Preproduction stock
B)Raw materials
C)Inventory
D)Supplies

Question 55

Pablo knows that the more often he places orders, the __________ the order cost, but if he orders less often but in larger quantities, his holding costs go __________.

A)lower; down
B)lower; up
C)higher; up
D)higher; down

Question 56

A statistical test that aids in determining whether quality is within an acceptable standard range is __________.

A)statistical manufacturing control
B)customer quality control
C)statistical product control
D)statistical process control

Question 57

Who invented Six Sigma in 1987?

A)Motorola
B)General Electric (GE)
C)W.Edwards Deming
D)International Standards Organization

Question 58

_______________ developed 14 points to improve quality, which are still implemented worldwide today.

A)Philip B.Crosby
B)Armand V.Feigenbaum
C)Genichi Taguchi
D)W.Edwards Deming

Question 59

Inventory control is the process of managing ____________, work in process, finished goods, and in-transit goods.

A)raw materials
B)inventory
C)resources
D)services

Question 60

At Toyota, factories rely on suppliers to get the needed raw materials and parts to the factory floor when they are required during the production process.What type of inventory control is Toyota practicing?

A)Economic order quantity (EOQ)
B)Enterprise resource planning (ERP)
C)Materials requirement planning (MRP)
D)Just-in-time (JIT) inventory

Question 61

The four throughput stages are design, operations, distribution, and service.

Question 62

Six Sigma shoots for only __________ defects or mistakes per million operations.

A)0.034
B)0.34
C)3.4
D)34

Question 63

__________ certifies firms that meet set quality standards.

A)SAI
B)ASQ
C)ISO
D)ANSI

Question 64

Classifying operations systems include tangibility of products, level of investment, task structure, and resources and technology management.

Question 65

Customers can be served by people, machines, or both.

Question 66

The balanced scorecard is both a __________ and a(n) __________ method.

A)planning; controlling
B)leading; organizing
C)planning; organizing
D)leading; controlling

Question 67

Capacity is the number of products an organization can produce.

Question 68

A(n) ________________ measures financial, customer service, and internal business performance as well as learning and growth performance.

A)labor analysis
B)balanced scorecard
C)financial report
D)internal business report

Question 69

All of the following are ways of increasing productivity, except __________.

A)increasing the value of the outputs but maintaining the value of the inputs
B)increasing the value of the outputs but decreasing the value of the inputs
C)maintaining the value of the outputs but decreasing the value of the inputs
D)maintaining the value of the outputs but increasing the value of the inputs

Question 70

What is the only real way to increase wages and standard of living?

A)Increase quality.
B)Increase competition.
C)Increase trade.
D)Increase productivity.

Question 71

Which of the following is not an example of an input?

A)Labor hours
B)Market demand
C)Machine hours
D)Number of workers

Question 72

Productivity is calculated by __________.

A)output divided by input
B)input divided by output
C)output times input
D)input plus output

Question 73

Blue Cab needs to determine if it is continually developing its employees as well as how effective its operations and processes are.Which two elements of the balanced scorecard must be referenced?

A)Learning and growth performance; customer service performance
B)Internal business performance; financial performance
C)Learning and growth performance; financial performance
D)Learning and growth performance; internal business performance

Question 74

_________ is a performance measure relating outputs to inputs.

A)Quality
B)Productivity
C)Value
D)Labor cost

Question 75

__________ certifies people as quality professionals.

A)ISO
B)ASQ
C)ANSI
D)SAI

Question 76

Time-based competition refers to the use of strategies to increase the speed with which an organization goes from creativity to delivery.

Question 77

Mobile technology __________ apps are slowly boosting restaurant efficiency and sales for several companies.

A)rating
B)order-ahead
C)seat-reservation
D)review

Question 78

__________ is a management science technique that uses a variety of statistical tests based on probability to improve the quality of decision making.

A)Quality assurance
B)Statistical quality control
C)Quality control
D)Total quality management

Question 79

Which of the following is not a TQM principle?

A)Focus on managing people rather than processes.
B)Use teams to continually improve.
C)Continually improve systems and processes.
D)Focus on delivering customer value.

Question 80

JIT and TQM are part of __________ 9000 certification.

A)ISO
B)ANSI
C)SAI
D)ASQ