Question 1

ISO 9000 is a series of standards that ensure that products ________.
A) are of minimal quality
B) conform to customer requirements
C) conform to industry rules
D) exceed government requirements

Accepted Answer

B) Though operations that receive ISO 9000 certification almost certainly have minimal quality, conform to industry rules, and exceed government rules, the main purpose of the program is to make sure that products meet requirements that are set by customers. This makes "conform to customer requirements" the correct response.

Question 2

In a short essay, explain what a value chain is.

Accepted Answer

The answer of In a short essay, explain what a...

Question 3

A high-quality product that doesn't break down and doesn't suffer from significant performance deterioration over a long period of time is said to have ________.
A) conformance
B) aesthetics
C) features
D) durability

Accepted Answer

D) The durability of a product measures how long it takes for the product's performance to break down or fail in some way, making "durability" the correct response. How a product looks and feels reflects the aesthetics of the product. How well the product meets standards is a measure of its conformance. The functional characteristics that a product has are its features.

Question 4

In a short essay, define and describe operations management.

Accepted Answer

The answer of In a short essay, define and describe...

Question 5

A product such as an iPod that has a design that is appealing to customers is said to have good ________.
A) durability
B) aesthetics
C) features
D) conformance

Accepted Answer

B) The design of a product and how it looks and feels to the customer is a measure of the product's aesthetics, making this choice the correct response. How well the product meets standards is a measure of its conformance. The functional characteristics that a product has are its features. The durability of a product measures how long it takes for the product's performance to break down or fail in some way.

Question 6

Each work activity in a Gantt chart is represented by two horizontal bars that identify the ________.
A) goal and the date
B) date and the manager's name
C) goal and actual progress
D) actual progress and manager's name

Accepted Answer

C) A Gantt chart shows the goal with one bar and the actual progress being made for the activity with a second, adjacent bar, making this choice the correct response. The date and manager's name are given in the other three choices, making them incorrect responses.

Question 7

To find out how many activities are taking place at a given time in a Gantt chart, ________.
A) read across a single row
B) read down a single column
C) count the total number of bars
D) count the total number of actual progress bars

Accepted Answer

B) A strength of a Gantt chart is that it allows users to read down a single column and get an instant assessment of how many activities are taking place at a given time, making "read down a single column" the correct response. The more bars that the line goes through, the more activities that are taking place at that point in time. Neither reading across or counting bars provides simultaneous activity information so they are incorrect responses.

Question 8

Courtesy and timeliness are measures of ________.
A) product quality
B) service quality
C) product appeal
D) service cost

Accepted Answer

B) Service quality measures such dimensions as courtesy, timeliness, and consistency, making "service quality" the correct response. Product quality measures dimensions such as performance, features, and flexibility, so this choice is not correct. Product appeal and service cost are not measured in terms of such categories as courtesy and timeliness.

Question 9

High-quality service that gives customers a cheerful and helpful experience is called ________.
A) consistency
B) accuracy
C) courtesy
D) convenience

Accepted Answer

C) Courtesy is providing a helpful, polite, cheerful customer experience, making this choice the correct response. Convenience measures how accessible service is. Consistency is providing the same customer experience from time to time. Accuracy measures whether service tasks were performed correctly each time.

Question 10

In the Six Sigma system, this is the highest level of quality.
A) Zero Sigma
B) One Sigma
C) Four Sigma
D) Six Sigma

Accepted Answer

D) In the Six Sigma system, the higher the Sigma level, the fewer defects a product has. At level One Sigma, only two-thirds of the items being measured fall within the bell curve of having an acceptably low number of defects. At Two Sigma, 95 percent lie within the curve. At Six Sigma, the highest level, there are no more than 3.4 defects per million units, making "Six Sigma" the correct response and ruling out all other responses.

Question 11

A load chart is a ________ that schedules capacity by ________.
A) graph; activity
B) PERT; workstation
C) modified Gantt chart; workstation
D) modified Gantt chart; activity

Accepted Answer

C) The major difference between a load chart and a Gantt chart is that a load chart schedules by workstation while a Gantt chart schedules by activity. A load chart is actually a modified Gantt chart making "modified Gantt chart; workstation" the correct response. Load charts measure by workstation, not activity, ruling out the two choices indicating activity. Load charts have nothing to do with PERT analysis, eliminating "PERT; workstation" as a possible correct response.

Question 12

In PERT, the time difference between the critical path and any other path is called ________.
A) slack time
B) critical time
C) network time
D) lost time

Accepted Answer

A) Rather than measure lost time, the difference between the critical path and other paths in PERT makes up slack time, which is extra time that can be used if things fall behind schedule. This makes "slack time" the correct response. Critical time, network time, and lost time all are terms that are not officially recognized in PERT.

Question 13

When a customer gets frustrated from being put on hold during a customer service call for 30 minutes, the company is having problems with which service quality dimension?
A) timeliness
B) consistency
C) convenience
D) courtesy

Accepted Answer

A) How long it takes for service to occur and whether the service task gets completed in its designated time period is a measure of timeliness, making this choice the correct response. Consistency is providing the same customer experience from time to time. Courtesy is providing a helpful, polite, cheerful customer experience. Convenience measures how accessible service is.

Question 14

Durability and features are measures of ________.
A) product quality
B) service quality
C) product value
D) service value

Accepted Answer

A) Product quality measures such dimensions as durability, performance, and features, making this choice the correct response. Service quality measures dimensions such as timeliness, courtesy, and consistency, so this choice is not correct. Product and service value are not quantifiable measurements that managers make in assessing quality.

Question 15

In evaluating quality, the performance of a product is measured in ________.
A) how the product looks and feels
B) how well the product operates
C) how long it takes the product's operation to deteriorate
D) what special characteristics a product has

Accepted Answer

B) The performance of a product is measured in its operating characteristics, making "how well the product operates" the correct response. How a product looks and feels reflects the aesthetics of the product. How long it takes for a product's normal operation to break down or fail in some way shows the durability of the product. Special characteristics of a product are its features.

Question 16

Northrup Grumman Corporation empowers employees to ________ about products throughout the manufacturing process as a means of monitoring quality.
A) accept decisions
B) reject decisions
C) make accept/reject decisions
D) obey decisions

Accepted Answer

C) Northrup Grumman's employees do something different than simply accept, reject, and obey decisions made by others. The company's employees get to determine product acceptability in the form of an accept/reject decision, making this choice the correct response. If for any reason the employees judge that the product is not satisfactory, they can reject it on the spot rather than wait for management to make the decision.

Question 17

In a short essay, define value and explain how it is obtained.

Accepted Answer

The answer of In a short essay, define value and...

Question 18

High-quality service that gives customers an experience that doesn't vary from time to time is called ________.
A) convenience
B) accuracy
C) completeness
D) consistency

Accepted Answer

D) Consistency is providing the same customer experience from time to time, making this choice the correct response. Convenience measures how accessible service is. Completeness measures whether all aspects of service were delivered. Accuracy measures whether service tasks were performed correctly each time.

Question 19

The critical path in a PERT is the ________ sequence of events that is required to complete the project in the ________ period of time.
A) longest; longest
B) shortest; shortest
C) longest; shortest
D) shortest; longest

Accepted Answer

C) In a PERT, the critical path is a measure of how long the project will take if all possible steps in the process are taken with no shortcuts or skipped steps. In other words, the critical path is the shortest amount of time it takes to complete the entire sequence of events with all possible steps taken. This makes "longest; shortest" the correct response and rules out all other responses.

Question 20

In a short essay, explain what value chain management is.

Accepted Answer

The answer of In a short essay, explain what value...

Quiz 18: Operations Management

ISO 9000 is a series of standards that ensure that products ________.

In a short essay, explain what a value chain is.

A high-quality product that doesn't break down and doesn't suffer from significant performance deterioration over a long period of time is said to have ________.

In a short essay, define and describe operations management.

A product such as an iPod that has a design that is appealing to customers is said to have good ________.

Each work activity in a Gantt chart is represented by two horizontal bars that identify the ________.

To find out how many activities are taking place at a given time in a Gantt chart, ________.

Courtesy and timeliness are measures of ________.

High-quality service that gives customers a cheerful and helpful experience is called ________.

In the Six Sigma system, this is the highest level of quality.

A load chart is a that schedules capacity by .

In PERT, the time difference between the critical path and any other path is called ________.

When a customer gets frustrated from being put on hold during a customer service call for 30 minutes, the company is having problems with which service quality dimension?

Durability and features are measures of ________.

In evaluating quality, the performance of a product is measured in ________.

Northrup Grumman Corporation empowers employees to ________ about products throughout the manufacturing process as a means of monitoring quality.

In a short essay, define value and explain how it is obtained.

High-quality service that gives customers an experience that doesn't vary from time to time is called ________.

The critical path in a PERT is the sequence of events that is required to complete the project in the period of time.

In a short essay, explain what value chain management is.