Question 1

FMEA stands for:
A)Fail safe Mode and Effectuation Analysis
B)Failure in Massive Effects Analysis
C)Failure Mode in Eviction Analytics
D)Failure Mode and Effect Analysis

Accepted Answer

FMEA stands for Failure Mode and Effect Analysis, which is a tool used to identify potential points of failure in a system or process, and the effects that those failures could have. It is used in industries such as manufacturing, healthcare, and aerospace to help mitigate potential risks and improve overall quality and reliability.

Question 2

Which of the following statements is false?
A)ISO is a strictly European standard
B)ISO 9000 and ISO 14000 are two of the best known ISO standards
C)ISO 14000 has been updated in December 2008 and is known as ISO 14000:2008
D)Over 630,000 organizations in 152 countries have implemented ISO standards

Accepted Answer

C

Question 3

Which one of the following perceptual measures corresponds to a company that is in the internally supportive stage of operational effectiveness?
A)Outside experts are called in for strategic decisions
B)Aim is to achieve competitive parity
C)A manufacturing strategy is formulated and pursued
D)Goal is to achieve competitive superiority

Accepted Answer

The formulation and pursuit of a manufacturing strategy is a characteristic of the internally supportive stage, where the focus is on achieving operational effectiveness through standardizing processes and improving efficiency. Choices A, B, and D all relate to a focus on gaining a competitive advantage, which is more characteristic of later stages in the organizational life cycle.

Question 4

Which of the following distributions can best represent the number-of-defects c chart?
A)Dichotomous
B)Poisson
C)Binomial
D)Chi square
E)Normal

Accepted Answer

The c chart is used specifically for monitoring the number of defects per unit in a sample and assumes that the number of defects follows a Poisson distribution. This is because the Poisson distribution is suitable for counting occurrences over a constant area of opportunity when these occurrences are rare and independent.

Question 5

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:
A)J)D.Power and Associates
B)McDonald's
C)American Express
D)Alaska Airlines
E)None of the above

Accepted Answer

J.D. Power and Associates is a market research company that specializes in consumer insights and customer satisfaction surveys. They conduct annual surveys in various industries, including automotive, healthcare, insurance, and travel, among others. Their rankings and ratings are widely recognized and trusted by consumers and companies alike. Therefore, option A is the best choice. Option B and D are specific to a particular industry, and Option C is not the only company that conducts customer satisfaction surveys in the finance industry. Thus, they are not the best choices.

Question 6

Which one of the following perceptual measures corresponds to a company that is in the internally neutral stage of operational effectiveness?
A)Outside experts are called in for strategic decisions
B)Aim is to achieve competitive parity
C)A manufacturing strategy is formulated and pursued
D)Goal is to achieve competitive superiority
E)None of the above

Accepted Answer

The answer of Which one of the following perceptual measures...

Question 7

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Accepted Answer

There are four stages of effectiveness in terms of the role operations play in strategic business objectives: internally neutral, externally neutral, internally supportive, and externally supportive.

Question 8

Departments within a stage 2 organization may exhibit a stage 3 orientation,thereby upgrading the organization to a stage 3 categorization.

Accepted Answer

The presence of departments within a stage 2 organization exhibiting a stage 3 orientation does not automatically upgrade the entire organization to a stage 3 categorization. Organizational stages are determined by the overall characteristics, practices, and culture of the organization, not just by parts of it.

Question 9

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

Accepted Answer

Benchmarking involves comparing a company's performance against that of its competitors or industry best practices, making option A true.

Question 10

The balanced scorecard approach relies not only on financial performance measures,but includes customers,internal business processes,and organizational learning and growth.

Accepted Answer

The statement is true. The balanced scorecard approach takes into consideration four perspectives including financial, customer, internal business processes, and learning and growth.

Question 11

As control involves both mechanistic and human elements,it is one of the manager's most difficult tasks.Which of the following is the best answer about desirable characteristics of control systems?
A)Should be as simple as possible to operate and maintain
B)Should signal managers if they go out of order
C)Should be focused and admit the least amount of variation
D)Both A and B
E)None of the above

Accepted Answer

The desirable characteristics of control systems should be as simple as possible to operate and maintain while also signaling managers if the system goes out of order. It is also important for the control system to be focused and admit the least amount of variation, to ensure that the system is effective in achieving its control objectives. Therefore, both A and B are correct.

Question 12

Which of the following characteristics makes it easier to measure the quality of a service,relative to that of a product or facilitating good?
A)Service portions are abstract,rather than concrete
B)Service portions are transient,rather than permanent
C)Service portions are psychological,rather than physical
D)None of the above characteristics make it easier to measure service quality

Accepted Answer

Measuring the quality of a service is generally considered more challenging than measuring the quality of a product because services are abstract, transient, and often psychological in nature, making them inherently difficult to quantify and evaluate.

Question 13

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

Accepted Answer

This statement is true. It is important to ensure that the data being collected is relevant and has the potential to change over time, otherwise the monitoring process will not provide useful insights.

Question 14

In this stage of operational effectiveness,organizations use core capabilities residing in the operations area to obtain a sustainable competitive advantage.
A)Stage 1,internally supportive
B)Stage 2,externally neutral
C)Stage 3,internally supportive
D)Stage 4,externally supportive
E)None of the above

Accepted Answer

Stage 4, externally supportive, is the stage where organizations utilize their core capabilities in the operations area to gain a sustainable competitive advantage in the external market. This involves aligning the operations strategy with the overall business strategy and focusing on continuous improvement and innovation to stay ahead of competitors.

Question 15

Which of the following is false regarding statistical sampling for control purposes?
A)The more samples are taken,the higher the likelihood of accidentally selecting a sample with excessive values when the process actually is still under control
B)Deciding what indicators are high or low enough to be considered out of control is the simplest of the problems facing operation managers
C)Measuring upper and lower control limits are the basis for management by exception
D)Using high thresholds for control increases the risk of not detecting processes that are getting out of control
E)All of the above are true

Accepted Answer

Deciding what indicators are high or low enough to be considered out of control is not the simplest of the problems facing operation managers. It requires a deep understanding of the process and its variation, as well as knowledge of statistical methods for setting control limits. Therefore, statement B is false.

Question 16

Some benefits of the balanced scorecard include:
A)It helps align departmental and personal goals to the organization
B)It is an effective way to clarify and gain authority within the organization
C)It is a mechanism for aligning personal goals with societal goals
D)It helps organizations track their competitors
E)All of the above

Accepted Answer

The balanced scorecard is useful in aligning the goals of various departments and individuals within an organization with its overall objectives.

Answer: C 
 The balanced scorecard can also be used to align personal goals with larger societal goals.

Answer: D 
 This option is not a benefit of the balanced scorecard.

Therefore, the correct answer is:

Answer: A, C

Question 17

With respect to strategy maps and balanced scorecards,which of the following is false?
A)Both address four perspectives: financial,customer,internal business process,and learning and growing perspectives
B)Strategy maps represent an easier way to develop a balanced scorecard
C)Both serve to monitor the cause-and-effect relationships identified through the development of a balanced scorecard
D)Employees' understanding of strategy interactions is enhanced through their use

Accepted Answer

Strategy maps and balanced scorecards are both tools used to help organizations define and communicate their strategy. While they both address the same four perspectives (financial, customer, internal business process, and learning and growing), strategy maps are not necessarily easier to develop than balanced scorecards. Additionally, while both tools serve to monitor cause-and-effect relationships, strategy maps are primarily used to communicate strategy whereas balanced scorecards are more focused on measuring and managing performance. Overall, the false statement is B.

Question 18

Service defections are important in process control for services because:
A)No advertising is necessary to get the business of long-term customers
B)They are equally important to organizations that produce tangible outputs
C)A customer who takes their business elsewhere is analogous to a product defect
D)Long-time customers are more likely to purchase additional products
E)All of the above

Accepted Answer

Service defections are important in process control for services because losing a customer is equivalent to a product defect in the tangible goods manufacturing industry. Customer satisfaction and retention are crucial for service-based businesses, and losing a long-term customer can have a significant impact on the success and reputation of the service provider.

Question 19

Which of the following is not a step in constructing control charts?
A)Initial samples of the process to be monitored need to be taken
B)Means and ranges for the samples must be calculated
C)Deriving the means by the ranges previously calculated
D)Graphing sample means and ranges chronologically

Accepted Answer

The answer of Which of the following is not a...

Question 20

Which of the following is not a problem commonly found when monitoring?
A)Organizations collect data that are easily gathered
B)Gathered data are not the most important to reach the organization's goals
C)There is an undue emphasis on measuring objective output performance
D)Inputs measurements are used as a proxy for output completion

Accepted Answer

The answer of Which of the following is not a...

Quiz 8: Monitoring and Controlling the Processes

FMEA stands for:

Which of the following statements is false?

Which one of the following perceptual measures corresponds to a company that is in the internally supportive stage of operational effectiveness?

Which of the following distributions can best represent the number-of-defects c chart?

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:

Which one of the following perceptual measures corresponds to a company that is in the internally neutral stage of operational effectiveness?

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Departments within a stage 2 organization may exhibit a stage 3 orientation,thereby upgrading the organization to a stage 3 categorization.

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

The balanced scorecard approach relies not only on financial performance measures,but includes customers,internal business processes,and organizational learning and growth.

As control involves both mechanistic and human elements,it is one of the manager's most difficult tasks.Which of the following is the best answer about desirable characteristics of control systems?

Which of the following characteristics makes it easier to measure the quality of a service,relative to that of a product or facilitating good?

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

In this stage of operational effectiveness,organizations use core capabilities residing in the operations area to obtain a sustainable competitive advantage.

Which of the following is false regarding statistical sampling for control purposes?

Some benefits of the balanced scorecard include:

With respect to strategy maps and balanced scorecards,which of the following is false?

Service defections are important in process control for services because:

Which of the following is not a step in constructing control charts?

Which of the following is not a problem commonly found when monitoring?