Ch 5-8 Operations Management – Flashcards
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Monitoring the quality levels of products
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Which of the following is not a major characteristic of a customer relationship management system (CRM)?
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Computer Aided Manufacturing CAM
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_______ involves computer control of a manufacturing process, such as determining tool movements and cutting speeds.
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CAD/CAE
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Which of the following enables engineers to design, analyze, test, simulate, and "manufacture" products before they physically exist?
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When homogenous parts are manufactured
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Computer-Aided Manufacturing (CAM) has advantages over conventional manufacturing approaches under many conditions. Which of the following is not such a condition?
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supply chain inventory management
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Which of the following would not be included in a typical Customer Relationship Management System (CRM)?
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Easier to protect employees and customers privacies
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All of the following are benefits of adopting technology except
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facility location
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Which of the following is not a principal dimension of a servicescape?
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.763
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A bank provides four sequential services to its customers. Over the last quarter, the reliability of each of these services was 92%, 97%, 95% and 90%. What is their overall reliability?
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Redundancy
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A system design consisting of several parallel components that function independently of each other and where the system fails only if all the parallel components fail is an example of
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Facility location
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Which of the following is not a principal issue in service encounter design?
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detailed goods, services and process design
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Which of the following steps is not the same for both goods and services?
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Nominal, tolerance
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In a design specification 25 ± 1.5, the value 25 is called the ____, while ± 1.5 is called the ____.
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Will increase
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If a redundant component is added to a system, the overall system reliability
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House of Quality
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The fundamental planning tool used to implement Quality Function Deployment is the
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Voice of the customer
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Quality Function Deployment (QFD) starts with
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the roof
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Regarding the first House of Quality, the interrelationship between any pair of technical features is found in
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Tolerance design
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Taguchi's loss function is most closely associated with
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Front office operations
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High customer contact systems would most commonly be found in ____.
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Technology and information support systems
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Which of the following is not a principal element in service encounter design?
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Facility location
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Which of the following is not a principal dimension of the servicescape?
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Service guarantee
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A(n) ____ is a promise to reward and compensate a customer if a service upset occurs.
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the percentage of time the customer must be in the system relative to the total time it takes to provide the service
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Customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by
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Allowing reduced pricing
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Objectives of service guarantees include all of the following except
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Continous flow
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A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.
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Make to order
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Ships, weddings and estate planning are examples of ____ goods and services
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option
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Dell computers and Subway sandwiches are examples of ____ goods.
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Flow shop process
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Automobile factories and hospital laboratory work are examples of
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Continuous flow process
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What type of process would a paper mill most likely use?
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Customer routed pathways
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____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.
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Maturity
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During which phase of a product's life cycle does low unit cost become a top competitive priority?
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Activity; tasks
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A(n) ____ is a group of ____ needed to create and deliver an intermediate or final output.
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Value chain, process, activity, task
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Which is the correct order of hierarchy?
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Non-value added activities
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Transferring material between two non-adjacent workstations, waiting for service and requiring multiple approvals are examples of
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Design Agility
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Which of the following is not a common process design improvement strategy?
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Radical redesign
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Which one of the following best describes reengineering?
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A job shop
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The lowest resource utilization is usually found in
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Throughput
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The average number of entities completed per unit time -- the output rate -- from a process is called ____.
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Bottleneck
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The work activity that effectively limits throughput of a process is called a ____.
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Evaluates average process performance
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Little's Law
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The theoretical minimum number of stations is 10
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A line balancing solution has been developed for the assembly line for fertilizer spreaders at Green Grass, Inc. The desired output rate of 30 spreaders per hour will be achieved. The sum of times for all tasks performed on the line is 1200 seconds for each spreader assembled. Which of the following statements must be true?
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1.125 minutes
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An assembly line with 28 activities is to be balanced. The total amount of time required for all 28 activities is 39 minutes. The line will operate for 450 minutes per day. What must the cycle time be to achieve an output rate of 400 units/day?
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min cycle time = 0.8; max cycle time = 39; output rate = 204.5
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An assembly line with 28 operations is to be balanced. The total amount of time required for all 28 operations is 39 minutes. The longest operation takes 2.2 minutes and the shortest takes 0.8 minutes. The line will operate for 450 minutes per day.
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A new material supplier is used.
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Which of the following is not a common reason for facility layout studies?
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product
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A ____ layout is an arrangement based on the sequence of operations that are performed during the manufacturing of a good or the delivery of a service.
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process
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A ____ layout consists of a functional grouping of equipment or activities that do similar work
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Cellular
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A ____ layout is an arrangement based on self-contained groups of equipment needed to produce a particular set of goods or services.
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process
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The typical layout of facilities in a hospital would be an example of a ____ layout.
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Fixed position
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The production of large goods such as airplanes is best accomplished using a ____ layout.
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Lower work-in-process inventories
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Which is true for product layout?
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High demand volume
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Which is not true regarding fixed-position layout?
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Limited range of products
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All of the following are limitations to process layout except
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Only one model can be assembled on a line
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All of the following are true regarding assembly lines except
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Tries to minimize the number of work stations for a given production rate
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Assembly line balancing
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Decreasing the number of work stations
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For a given cycle time in line balancing, assembly-line efficiency can be increased by
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NIOSH
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Which of the following is not a common approach for designing process layouts?
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Group technology
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Considering ergonomics, which of the following does not fit?
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Job enrichment
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____ is vertical expansion of job duties to give the worker more responsibility.
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Natural work team
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A(n) ____ performs entire jobs rather than specialized, assembly line work.
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Job design
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The determination of specific job tasks and responsibilities is called ____.
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Self-managed teams
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____ set their own goals and inspect their own work, often hire their own replacements and prepare their own budgets.
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Working hours
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Which of the following is not a disadvantage of virtual teams?
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