Deck 7: Process Strategy and Sustainability

Question 1

In process-focused facilities,equipment utilization is low.

Answer 1

True

Question 2

Activity times should not be included in a service blueprint.

Answer 2

False

Question 3

Time-function mapping is a flowchart with time added to the horizontal axis.

Answer 3

True

Question 4

One use of camera-and-computer-based vision systems is to replace humans doing tedious and error-prone visual inspection activities.

Question 5

Process maps use distance,but not time,to show the movement of material,product,or people through a process.

Question 6

The assembly line is a classic example of a repetitive process.

Question 7

The tool that calculates which process has the lowest cost at any specified production volume is a crossover chart.

Question 8

A value-stream map includes both (1)inventory quantities,and (2)symbols for customers and suppliers.

Question 9

One essential ingredient of mass customization is modular design.

Question 10

Automated storage and retrieval systems are commonly used in distribution facilities of retailers.

Question 11

Service blueprinting is a process analysis technique that focuses on the customer and the provider's interaction with the customer.

Question 12

The term focused processes refers to the quest for increased efficiency,whether in goods or services,that results from specialization.

Question 13

An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve the customer.

Question 14

Professional services typically require low levels of labor intensity.

Question 15

Process control is the use of information technology to monitor and control a physical process.

Question 16

A firm's process strategy is its approach to transforming resources into goods and services.

Question 17

Intermittent processes are organized around processes.

Question 18

Harley-Davidson,because it has so many possible combinations of products,utilizes the process strategy of mass customization.

Question 19

The typical full-service restaurant uses a product-focused process.

Question 20

A process map with the addition of a time axis becomes a process chart.

Question 21

In selecting new equipment and technology,decision-makers look for flexibility-the ability to respond with little penalty in time,cost,or customer value.

Question 22

Four types of processes are

A)goods,services,and hybrids.
B)manual,automated,and service.
C)process focus,repetitive focus,product focus and mass customization.
D)modular,continuous,and technological.
E)input,transformation,and output.

Question 23

Flexible equipment with rapid changeovers is most closely associated with which approach?

A)product
B)process
C)mass customization
D)repetitive
E)continuous

Question 24

Arnold Palmer Hospital uses which focus?

A)process
B)repetitive
C)product
D)mass customization
E)mass production

Question 25

Which of the following industries is most likely to have low equipment utilization?

A)auto manufacturing
B)commercial baking
C)television manufacturing
D)chemical processing
E)restaurants

Question 26

A product-focused process is commonly used to produce

A)high-volume,high-variety products.
B)low-volume,high-variety products.
C)high-volume,low-variety products.
D)low-variety products at either high- or low-volume.
E)high-volume products of either high- or low-variety.

Question 27

Processes can be environmentally friendly and socially responsible while still contributing to profitable strategies.

Question 28

Optical checkout scanners and ATMs are examples of technology's impact on services.

Question 29

One of the similarities between process focus and mass-customization is

A)the volume of outputs.
B)the process layout.
C)the standard cost.
D)the variety of outputs.
E)location of facilities.

Question 30

Frito-Lay is to ________ focus as Harley Davidson is to ________ focus.

A)process;repetitive
B)product;repetitive
C)repetitive;product
D)process;product
E)product;mass customization

Question 31

An assembly line is an example of a

A)product-focused process.
B)process-focused process.
C)repetitive process.
D)line process.
E)specialized process.

Question 32

Production technology has had a major impact on services,but as yet there has been little reduction in service labor requirements.

Question 33

Successful process redesign focuses on departmental areas where small,continuous improvements can be made.

Question 34

Which one of the following products is most likely made in a job shop environment?

A)rolls of newsprint
B)paper forms
C)television sets
D)cigarettes
E)canned vegetables

Question 35

One of the similarities between repetitive focus and mass customization is

A)the wide variety of outputs.
B)module inputs.
C)the process layout.
D)the standard cost.
E)the high volume of outputs.

Question 36

Which of the following is not true about an organization's process strategy?

A)It will have long-run impact on efficiency and flexibility of production.
B)It is the same as its transformation strategy.
C)It must meet various constraints,including cost.
D)It is concerned with how resources are transformed into goods and services.
E)It is not concerned with volume of output.

Question 37

A job shop is an example of a(n)

A)repetitive process.
B)continuous process.
C)line process.
D)intermittent process.
E)specialized process.

Question 38

Flexible manufacturing systems,because of easily changed control programs,are able to perform such tasks as manufacturing one-of-a-kind parts economically.

Question 39

Swift movement through the facility is typical of goods in which approach(es)?

A)product and process
B)process
C)mass customization
D)repetitive
E)product and mass customization

Question 40

Which of the following products is not likely to be assembled on a repetitive process line?

A)automobiles
B)personal computers
C)dishwashers
D)television sets
E)floral arrangement

Question 41

Which of the following phrases best describes product focus?

A)low volume,high variety
B)finished goods are usually made to order
C)processes are designed to perform a wide variety of activities
D)high fixed costs,low variable costs
E)raw material inventories are high relative to the value of the product

Question 42

Which of the following transformations generally has the highest equipment utilization?

A)process-focused process
B)repetitive process
C)product-focused process
D)specialized process
E)modular process

Question 43

One fundamental difference between a process chart and a process map is that

A)the process chart uses a time dimension,while a process map is not time-oriented.
B)the process chart includes the supply chain,while the process map stays within an organization.
C)the process chart is more like a table,while the process map is more like a schematic diagram.
D)the process chart focuses on the customer and on the provider's interaction with the customer,while the process map does not deal directly with the customer.
E)there is no difference.

Question 44

Product Focused processes

A)allow more customization,but are not very efficient.
B)are desirable because resource needs increase slowly with the complexity of a process.
C)are processes that are specialized for relatively few products or customer groups.
D)apply only to service firms,not to manufacturers.
E)are profitable because customers demand flexibility,not specialization.

Question 45

High fixed costs and low variable costs are typical of which approach(es)?

A)product and process
B)process
C)mass customization
D)repetitive
E)product and mass customization

Question 46

Mass customization,when done correctly,does all of the following except

A)increases pressure on supply-chain performance.
B)helps eliminate the guesswork that comes with sales forecasting.
C)drives down inventories.
D)increases pressure on scheduling.
E)loosens relationships between the manufacturer and its suppliers.

Question 47

Process X has fixed costs of $10,000 and variable costs of $2.40 per unit.Process Y has fixed costs of $9,000 and variable costs of $2.25 per unit.Which of the following statements is true?

A)The crossover point is approximately 6667 units.
B)It is impossible for one process to have both of its costs lower than those of another process.
C)Process Y is cheaper than process X at all volumes;there is no crossover point.
D)Process X should be selected for very large production volumes.
E)Process X is more profitable than process Y and should be selected.

Question 48

Process A has fixed costs of $1000 and variable costs of $5 per unit.Process B has fixed costs of $500 and variable costs of $15 per unit.The crossover point between process A and process B is

A)50 units.
B)200 units.
C)$2,500.
D)$5,000.
E)$9,500.

Question 49

Which of the following characteristics best describes repetitive focus?

A)It uses sophisticated scheduling to accommodate custom orders.
B)Its output is a standardized product produced from modules.
C)Operators are broadly skilled.
D)It is widely used for the manufacture of steel.
E)Its costs are often known only after a job is done.

Question 50

Which of the following is not true about Value Stream Mapping?

A)It is a variation on time function mapping.
B)It examines the supply chain to determine where value is added.
C)It extends time function mapping back to the supplier.
D)It starts with the customer and works backwards.
E)It starts with the supplier.

Question 51

Harley Davidson

A)utilizes job shops to make each of its modules.
B)uses product focused manufacturing.
C)uses a large number of modules to build a small number of different bikes.
D)uses work cells to feed its assembly line.
E)uses a continuous manufacturing approach.

Question 52

Goods made to order are typical of ________ and ________ approaches while goods made to forecast are typical of ________ and ________ approaches.

A)process;mass customization;repetitive;product
B)product;mass customization;repetitive;process
C)product;process;repetitive;mass customization
D)repetitive;product;mass customization;process
E)repetitive;process;mass customization;product

Question 53

Which of the following phrases best describes process focus?

A)low volume,high variety
B)finished goods are usually made to a forecast and stored
C)operators are modestly skilled
D)high fixed costs,low variable costs
E)raw material inventories are low relative to the value of the product

Question 54

Which of the following is false regarding repetitive processes?

A)They use modules.
B)They allow easy switching from one product to the other.
C)They are the classic assembly lines.
D)They have more structure and less flexibility than a job shop layout.
E)They include the assembly of basically all automobiles.

Question 55

iTunes uses a ________ approach when it allows customers to select a dozen songs of their choosing and have them made into a CD.

A)mass customization
B)product focus
C)process focus
D)repetitive focus
E)continuous

Question 56

The crossover point is that production quantity where

A)variable costs of one process equal the variable costs of another process.
B)fixed costs of a process are equal to its variable costs.
C)total costs equal total revenues for a process.
D)total costs for one process equal total costs for another process.
E)the process no longer loses money.

Question 57

Utilization in process-oriented facilities is frequently low because

A)the postponement strategy for improving service productivity is being used.
B)scheduling in process-oriented facilities is not very complex.
C)with high fixed costs,utilization is not very important.
D)excess capacity for peak demands is desirable.
E)low raw material inventories cause machines to be idled.

Question 58

Service blueprinting

A)provides the basis to negotiate prices with suppliers.
B)mimics the way people communicate.
C)determines the best time for each step in the process.
D)focuses on the provider's interaction with the customer.
E)shows how Ishikawa techniques can be added to improve quality.

Question 59

All of the following are true about a quasi-custom product except

A)gets its apparent customization from the combinations available from a small number of modules.
B)is often the output of repetitive focus facilities.
C)is a valid description of a fast food sandwich.
D)is only possible when the focus strategy of service productivity improvement is in use.
E)it obtains both the economic advantage of the continuous and the custom advantage of the low-volume,high-variety model.

Question 60

Which of the following company(ies)use a mass customization approach?

A)Dell and Arnold Palmer Hospital
B)Align Technology
C)Frito-Lay
D)Arnold Palmer Hospital and Frito-Lay
E)Dell and Align Technology

Question 61

"Automatic placement and withdrawal of parts and products into and from designated places in a warehouse" describes

A)AGV.
B)CAD/CAM.
C)CIM.
D)ASRS.
E)FMS.

Question 62

Making environmentally sound products through efficient processes

A)is unprofitable,as long as recyclable materials prices are soft.
B)is known as lean manufacturing.
C)can still be profitable.
D)is easier for repetitive processes than for product-focused processes.
E)is unrealistic.

Question 63

Ethical and environmentally friendly processes include all of the following except

A)emission controls.
B)recycling.
C)efficient use of resources.
D)reduction of waste by-products.
E)price control.

Question 64

The use of information technology to monitor and control a physical process is known as

A)process control.
B)computer-aided design.
C)information numeric control.
D)numeric control.
E)physical control.

Question 65

A drawing of the movement of material,product,or people is a

A)flowchart.
B)process chart.
C)service blueprint.
D)process map.
E)network diagram.

Question 66

Which of the following statements is not true process redesign?

A)it is the fundamental rethinking of business processes
B)it can focus on any process
C)it tries to bring about dramatic improvements in performance
D)it focuses on activities that cross functional lines
E)it applies to a few and specific processes

Question 67

Which one of the following technologies is used only for material handling,not actual production or assembly?

A)robots
B)CNC
C)CAD
D)AGVs
E)FMS

Question 68

Which of the following is not typical of process control systems?

A)The output may take numerous forms including warning lights or statistical process control charts.
B)The data are analyzed by computer,which generates feedback.
C)Their sensors take measurements on a periodic basis.
D)The sensors' measurements are digitized.
E)The data are continuously analyzed by a person,who generates feedback.

Question 69

Which of the following is true regarding opportunities to improve service processes?

A)Automation can do little to improve service processes,because services are so personal.
B)Layout is of little consequence,since services seldom use an assembly line.
C)If a workforce is strongly committed it need not be cross-trained.
D)If a workforce is strongly committed it need not be flexible.
E)None of the above are true.

Question 70

Strategies for improving productivity in services are

A)separation,self-service,automation,and scheduling.
B)lean production,strategy-driven investments,automation,and process focus.
C)reduce inventory,reduce waste,reduce inspection,and reduce rework.
D)high interaction,mass customization,service factory,and just-in-time.
E)none of the above.

Question 71

In mass service and service factory quadrants of the service process matrix,the operations manager could focus on all of the following except

A)automation.
B)standardization.
C)tight quality control.
D)removing some services.
E)customization.

Question 72

Which of the following is not a strategy for improving service productivity?

A)self-service
B)automation
C)scheduling
D)separation
E)mass customization

Question 73

Which of the following is not one of the essential ingredients for mass customization?

A)storage of the many variations of finished goods to quickly accommodate the high level of customization
B)personnel and facility flexibility
C)reliance on modular design
D)rapid throughput
E)very effective scheduling

Question 74

"Operators simply load new programs,as necessary,to produce different products" describes

A)CAD.
B)automated guided vehicles.
C)flexible manufacturing systems.
D)vision systems.
E)process control.

Question 75

Advances in technology

A)have impacted the manufacturing sector only.
B)have had only limited impact on services.
C)have failed to change the level of customer interaction with an organization.
D)have had dramatic impact on customer interaction with services and with products.
E)have dramatically changed health care,but have not changed retailing.

Question 76

Computer-integrated manufacturing (CIM)includes manufacturing systems that have

A)computer-aided design,a flexible manufacturing system,inventory control,warehousing and shipping integrated.
B)transaction processing,management information systems,and decision support systems integrated.
C)automated guided vehicles,robots,and process control.
D)robots,automated guided vehicles,and transfer equipment.
E)process control,robots,and decision support systems.

Question 77

In mass service and professional service,the operations manager should focus on

A)automation.
B)equipment maintenance.
C)sophisticated scheduling.
D)human resources.
E)assembly line.

Question 78

A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called a(n)

A)adaptive control system.
B)robotics.
C)flexible manufacturing system.
D)automatic guided vehicle (AGV)system.
E)manufacturing cell.

Question 79

Which of the following is false regarding vision systems?

A)They are consistently accurate.
B)They are modest in cost.
C)They do not become bored.
D)Results are often unreliable.
E)None of the above are true.

Question 80

Which of the following technologies would enable a cashier to scan the entire contents of a shopping cart in seconds?

A)ASRS
B)AGV
C)CAD/CAM
D)RFID
E)FMS