Question 1

A product-based layout arranges resources sequentially according to the steps required to make a product.

Accepted Answer

This is correct. A product-based layout is organized in a sequence that aligns with the steps required to create a specific product. This allows for a streamlined and efficient production process.

Question 2

The back room refers to the part of the service process where the customer is not visible to the other customers waiting for service.

Accepted Answer

The back room refers to the part of the service process where the customer is not involved and cannot see what is happening, not where the customer is not visible to other customers.

Question 3

A cellular layout is another name for a functional layout.

Accepted Answer

A cellular layout is a type of layout where similar machines are grouped together to perform a specific task or process. It is different from a functional layout, where all similar processes or operations are grouped together regardless of the machine or equipment used.

Question 4

Capability variety is the difference in how customers view an identical service outcome.What some customers might view as economical and thrifty others might view as cheap and poor value.

Accepted Answer

Capability variety refers to the range of different abilities and skills that a company or an individual possesses, not to the difference in customer perceptions of a service outcome. Customer perceptions of value are more related to perceived quality and value for money rather than capability variety.

Question 5

As the degree of service customization decreases,managers have more opportunity to focus on cost and productivity.

Accepted Answer

As service customization decreases, the service becomes more standardized which allows managers to focus on reducing costs and improving productivity.

Question 6

Cycle time is the sum of all of the task times.

Accepted Answer

Cycle time refers to the total elapsed time required to complete a business process or production process from start to finish, not just the sum of task times. It includes both processing time and any time the item spends between tasks.

Question 7

A customer service function at an insurance firm that handles claims based on the first letter of the customer's last name is an example of applying group technology to a service operation.

Accepted Answer

Group technology typically refers to organizing similar processes, equipment, or operations to improve efficiency, often in manufacturing or production settings. Assigning customer service tasks based on the customer's last name does not align with the principles of group technology, as it does not involve grouping similar tasks or processes.

Question 8

In a service blueprint,the line of internal interaction falls between the customer and the onstage service provider.

Accepted Answer

In a service blueprint, the line of internal interaction separates the onstage activities (visible to the customer) from the backstage activities (not visible to the customer), not between the customer and the onstage service provider.

Question 9

The product-process matrix illustrates that low volume,one-of-a-kind products are ideally suited to a job shop process.

Accepted Answer

The product-process matrix categorizes products and processes based on their volume and variety. Job shop processes are best suited for low volume and high variety products, which are unique and customized. Therefore, one-of-a-kind products are ideally suited to a job shop process.

Question 10

Takt time is the upper limit on the elapsed time between completions of successive items on a production line.

Accepted Answer

Takt time is indeed the upper limit on the elapsed time between completions of successive items on a production line. It is also known as the cycle time needed to meet customer demand.

Question 11

The three dimensions of service positioning are the service package,the degree of customization and the amount of customer contact.

Accepted Answer

The statement is true as the three dimensions of service positioning are indeed the service package, the degree of customization, and the amount of customer contact.

Question 12

In a service process,the greater the emphasis on intangible activities is,the more critical is the training and retention of skilled employees and the development and maintenance of the firm's knowledge assets.

Accepted Answer

This statement is true. Intangible activities in a service process, such as customer service, require skilled employees and knowledge assets, which can only be developed and maintained through training and retention of employees.

Question 13

No manufacturing process can be best at everything.

Accepted Answer

No manufacturing process can be perfect in every aspect. Every process has its own strengths and weaknesses. For example, one process may offer fast production speeds but lower quality, while another process may offer higher quality but slower production speeds. It is important to choose the manufacturing process that best fits the specific needs and requirements of the product being produced.

Question 14

A batch process is less flexible than an assembly line and less efficient that a job shop.

Accepted Answer

The answer of A batch process is less flexible than...

Question 15

According to the law of variability,converting from an assemble-to-order to a make-to-order production process should increase productivity of the manufacturing processes.

Accepted Answer

The law of variability does not necessarily state that converting from an assemble-to-order to a make-to-order production process will increase productivity. It simply states that variability in a process can decrease productivity, and that reducing variability can improve productivity. The impact of switching from assemble-to-order to make-to-order production would depend on the specific circumstances and variables of the manufacturing process.

Question 16

Make-to-stock products are probably produced using a production line.

Accepted Answer

Make-to-stock products are generally produced using a production line in order to produce a large quantity of standardized products at a lower cost per unit. This approach involves forecasting demand and producing goods in advance of customer orders, in order to keep a sufficient inventory on hand to satisfy customer demand. Production lines generally involve the use of specialized machinery and a standardized process to produce goods efficiently in large quantities.

Question 17

Products that use standard components,but the final configuration of those components is customer-specific,are called make-to-order products.

Accepted Answer

Make-to-order products are designed and configured based on the specific needs and preferences of each customer, while using standard components.

Question 18

Activities that take place prior to the point of customization are called upstream activities.

Accepted Answer

Upstream activities refer to the processes that occur before customization, such as sourcing raw materials or designing products.

Question 19

The shorter the required takt time,the more workstations that will be required to balance a production line.

Accepted Answer

A shorter takt time means each workstation has less time to complete its tasks, thus requiring more workstations to maintain the same pace of production and achieve balance in the line.

Question 20

A job shop manufacturing process is better suited to make a variety of products than a continuous flow process.

Accepted Answer

A job shop manufacturing process involves a flexible and customizable approach, where each product is made differently according to its specific requirements. This makes it well-suited for making a variety of products, as opposed to a continuous flow process which is designed to produce large quantities of identical products through a standardized process.

Quiz 3: Process Choice and Layout Decisions in Manufacturing and Services