Question 1

Which of the following types of operations are most dependent on the accuracy of sales forecasts?
A)project manufacturing
B)assemble-to-order operations
C)make-to-order operations
D)buy-to-sell operations
E)make-to-stock operations

Accepted Answer

Make-to-stock operations are the most dependent on the accuracy of sales forecasts as they produce goods in advance based on the sales forecast. If the forecast is inaccurate, it can lead to either overproduction or underproduction, resulting in excess inventory or stockouts, respectively.

Question 2

This is a description of what happened to a patron at Royal Mail (the United Kingdom's equivalent of the USPS). "In the 15 minutes I waited in line, during which I shuffled forward one yard and two places, I had ample opportunity to watch what the other three staff were doing. They were busy all right, but the main task was counting each stamp in their folders. In this vital work, two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Assuming this experience is typical, the Royal Mail needs to engage in ____.
A)service recovery
B)process integration
C)manufacturing flexibility
D)just-in-time manufacturing
E)process changeover

Accepted Answer

Service recovery is restoring customers' satisfaction to strongly dissatisfied customers.

Question 3

Classifying manufacturing operations in terms of the amount of assembly that occurs after an order is received from customers is the same as classifying those operations in terms of ____.
A)processing
B)flexibility
C)production
D)operations
E)technical skills

Accepted Answer

The answer of Classifying manufacturing operations in terms of the...

Question 4

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.
A)assemble-to-stock
B)buy-to-sell
C)make-to-order
D)make-to-stock
E)assemble-to-order

Accepted Answer

Make-to-stock operations involve producing standardized products in advance of receiving customer orders, which requires the lowest degree of processing. Assemble-to-stock is also a similar option, but it involves assembling rather than manufacturing parts. Buy-to-sell and make-to-order involve higher degrees of processing as they are based on customer demands and require customization. Assemble-to-order also involves some degree of customization and thus requires a higher degree of processing.

Question 5

Pamela Katian makes cloth dolls, which she sells to friends and relatives. Her total inventory includes over 200 yards of fabric, 100 yards of ribbon, a box of 500 eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls. How many items are in Katian's work-in-process inventory?
A)100
B)200
C)15
D)20
E)cannot tell from information given

Accepted Answer

According to the information given, there are 20 dolls in various stages of completion, so the work-in-process inventory would be 20.

Question 6

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____.
A)the availability of factors of production
B)autocratic management
C)a high degree of centralization
D)how well employees are treated
E)market size

Accepted Answer

The service-profit chain proposes that success in the service business depends on how well employees are treated, motivated, and empowered to deliver high-quality services to customers. This creates a virtuous cycle in which satisfied customers lead to higher revenues and profits, which in turn allows the company to invest in its employees, technology, and other factors that enhance service quality and customer satisfaction. Therefore, the availability of factors of production (A), autocratic management (B), a high degree of centralization (C), and market size (E) are not as critical to success in the service business as the quality of employee-customer interactions that drive the service-profit chain.

Question 7

Which of the following is a specific component of internal service quality?
A)MBO
B)human resources
C)delegation
D)autonomy
E)span of management

Accepted Answer

Human resources are a specific component of internal service quality as they directly impact the quality of service provided within an organization.

Question 8

Which of the following statements about service recovery is true?
A)Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.
B)Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.
C)The purpose of empowering service employees is zero customer defections.
D)Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.
E)All of these statements about service recovery are true.

Accepted Answer

The answer of Which of the following statements about service...

Question 9

The first step in the service-profit chain is the establishment of ____.
A)employee satisfaction
B)service capability
C)internal service quality
D)high value service
E)nonmonetary rewards

Accepted Answer

The first step in the service-profit chain is the establishment of internal service quality, which refers to the quality of the service that the company provides to its own employees. This includes a focus on creating a positive work environment, empowering employees, providing necessary training and resources, and listening to employee feedback. By establishing a strong internal service quality, the company sets the foundation for delivering high value services to customers and achieving employee satisfaction, which are the next steps in the service-profit chain.

Question 10

The highest degree of processing occurs in ____ operations.
A)assemble-to-order
B)make-to-order
C)make-to-stock
D)batch
E)real-time

Accepted Answer

Make-to-order operations involve highly customized products that require extensive processing and individual attention to detail, resulting in the highest degree of processing. Assemble-to-order and make-to-stock operations involve less processing, while batch operations can vary in degree depending on the complexity of the product being produced. Real-time operations typically involve immediate responses or actions with little to no processing needed.

Question 11

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.
A)Performance breakdown
B)Quality underperformance
C)Aberration
D)Divergence
E)Variation

Accepted Answer

Variation refers to any deviation in the characteristics or attributes of a product from the quality standard. It can include differences in form, condition, appearance, or function. Variation can be caused by a variety of factors, including raw material variability, equipment malfunction, operator error, and environmental factors. Managing variation is a key aspect of quality control and involves identifying the sources of variation and implementing strategies to reduce or eliminate them.

Question 12

Continuous improvement is typically associated with ____.
A)low morale and reduced customer satisfaction
B)a reduction in variation and higher customer satisfaction
C)batch processing and a broad chain of command
D)a flat organizational structure and a broad chain of command
E)higher customer satisfaction and a narrower chain of command

Accepted Answer

Continuous improvement, also known as Kaizen, involves reducing variation and continuously making small improvements to processes and products. This leads to higher customer satisfaction as the organization is better able to meet customer needs and expectations. Therefore, option B is the best choice.

Question 13

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts-ordering efficiencies the company offers its customers. The company's improved ____ should lead to improved employee satisfaction.
A)service capability
B)lean manufacturing
C)service benchmarking
D)service empowerment
E)customer empathy

Accepted Answer

Service capability is an employee's perception of his or her ability to serve customers well.

Question 14

____ refers to a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semi-customized products.
A)Assemble-to-stock
B)Assemble-to-order
C)Make-to-order
D)Make-to-stock
E)Batch processing

Accepted Answer

Assemble-to-order manufacturing operation divides manufacturing processes into separate parts or modules that are combined to create semi-customized products. This means that the products are not created until an order is received from the customer, and the components are only assembled once the order is placed.

Question 15

The term ____ refers to restoring customer satisfaction to strongly dissatisfied customers.
A)service recovery
B)service enhancement
C)customer focus
D)customer reengineering
E)relationship marketing

Accepted Answer

Service recovery refers to the process of restoring customer satisfaction to strongly dissatisfied customers. This process can involve a range of actions and strategies, such as apologizing to the customer, offering compensation or refunds, and taking steps to address the root cause of the customer's dissatisfaction. Service recovery is an important aspect of customer service because it can help to retain customers who might otherwise take their business elsewhere.

Question 16

The ____ of a maker of cloth dolls would include over 200 yards of fabric, 100 yards of ribbon, a box of 500 wiggle eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls.
A)raw materials
B)component materials
C)finished products
D)inventory
E)SKUs

Accepted Answer

Inventory is the amount and number of raw materials, parts, and finished products that a company has in its possession.

Question 17

Many organizations rely on teaming as a key to their productivity and credit their use of teams with performance improvements in such areas as efficiency and quality. This statement is another way to illustrate ____.
A)the importance of benchmarking
B)the prevalence of ISO certification
C)how restructuring leads to stakeholder satisfaction
D)the importance of morale in the creation of a positive bureaucracy
E)how teamwork can result in total quality management

Accepted Answer

The statement is essentially highlighting how teamwork can lead to improvements in efficiency and quality, which are key principles of total quality management (TQM). Therefore, option E is the best choice. Options A, B, and C are not relevant to the statement, and while morale may be important in creating a positive work environment, it is not the focus of the statement.

Question 18

____ inventories include the basic inputs in a manufacturing process.
A)Finished goods
B)Work-in-process
C)Component parts
D)Raw materials
E)Recyclable

Accepted Answer

Raw materials are the basic inputs in a manufacturing process.

Question 19

When a CEO of a company says that TQM 's payoff comes when everyone shares solutions with others, the CEO is promoting which characteristic of TQM?
A)continuous improvement
B)variation elimination
C)teamwork
D)market focus
E)a customer orientation

Accepted Answer

The CEO is promoting teamwork as a key characteristic of TQM, emphasizing the importance of everyone sharing solutions with others.

Question 20

According to the TQM strategy, what should be a company's primary goal?
A)customer focus and satisfaction
B)continuous improvement
C)teamwork
D)participative management
E)reciprocity

Accepted Answer

According to TQM (Total Quality Management) principles, the primary goal of a company should be customer focus and satisfaction. All aspects of the company's operations, including continuous improvement, teamwork, and participative management, should be aimed at achieving this goal. However, customer satisfaction should be the top priority.

Quiz 16: Managing Service and Manufacturing Operationsed Disorders

Which of the following types of operations are most dependent on the accuracy of sales forecasts?

Classifying manufacturing operations in terms of the amount of assembly that occurs after an order is received from customers is the same as classifying those operations in terms of ____.

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____.

Which of the following is a specific component of internal service quality?

Which of the following statements about service recovery is true?

The first step in the service-profit chain is the establishment of ____.

The highest degree of processing occurs in ____ operations.

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

Continuous improvement is typically associated with ____.

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts-ordering efficiencies the company offers its customers. The company's improved ____ should lead to improved employee satisfaction.

____ refers to a manufacturing operation that divides manufacturing processes into separate parts or modules that are combined to create semi-customized products.

The term ____ refers to restoring customer satisfaction to strongly dissatisfied customers.

The ____ of a maker of cloth dolls would include over 200 yards of fabric, 100 yards of ribbon, a box of 500 wiggle eyes, stuffing, 20 dolls in various stages of completion, and 15 completed dolls.

Many organizations rely on teaming as a key to their productivity and credit their use of teams with performance improvements in such areas as efficiency and quality. This statement is another way to illustrate ____.

____ inventories include the basic inputs in a manufacturing process.

When a CEO of a company says that TQM 's payoff comes when everyone shares solutions with others, the CEO is promoting which characteristic of TQM?

According to the TQM strategy, what should be a company's primary goal?