Question 1

A credit? card-processing firm would be likely to list the following competitive priorities for its external? customers:    A.  Concurrent engineering  B.  Mass customization  C.  Consistent quality  D.  Postponement

Accepted Answer

c

Question 2

Which of the following events from the twentieth century defines the history of operations and supply chain? management?    A.  The invention of the assembly line for the Model T car by Henry Ford.  B.  Alfred? Sloan\'s introduction of strategic planning for achieving product proliferation and variety.  C.  The Toyota Production System for removing wasteful activities from an organization.  D.  All of the above.

Accepted Answer

d

Question 3

SSS is a local restaurant serving the needs of college? students, faculty, and staff. The manager is considering adding a website so? carry-out customers can order in advance more easily. Which process would be a core process in this new? undertaking?    A.  Scheduling wait staff  B.  Web design  C.  Budgeting  D.  Creating file system for recipes

Accepted Answer

b

Question 4

Gymtastic was able to serve large crowds of customers and then adjust operations to serve very few customers thanks to their competitive capability related to    A.  cost.  B.  flexibility.  C.  quality.  D.  time.

Accepted Answer

b

Question 5

A? ________ process is a set of activities that delivers value to external customers.    A.  strategic  B.  line manufacturing  C.  core  D.  service

Accepted Answer

c

Question 6

What do all processes? have?    A.  inputs and outputs  B.  purchased materials and services  C.  workers and managers  D.  equipment and facilities

Accepted Answer

a

Question 7

United States business operations? (i.e., product? design) in an international area based on the local standard rather than U.S. standards is an example of a decision based on? _______ considerations.    A.  productivity  B.  diversity  C.  ethical  D.  environmental

Accepted Answer

c

Question 8

Technological change is proceeding at a rapid? rate, but there are many challenges such as    A.  robots have not proven useful in manufacturing.  B.  the Internet is too difficult to use.  C.  employees may resist technological change if it is not managed well.  D.  technology cannot provide a competitive advantage.

Accepted Answer

c

Question 9

The three mainline functions of any business are    A.  ?operations, accounting, and management.  B.  ?operations, marketing, and information technology.  C.  ?operations, marketing, and management.  D.  ?operations, marketing, and finance.

Accepted Answer

d

Question 10

If? \"every process and every person in an organization has? customers,\" then    A.  external suppliers provide only to external customers.  B.  no customers can have both internal and external suppliers.  C.  internal suppliers provide products to external customers.  D.  some customers are external and some are internal.

Accepted Answer

d

Question 11

In market? analysis, the needs assessment step identifies    A.  psychological factors.  B.  demographic factors.  C.  ?product/service attributes.  D.  market segments.

Accepted Answer

c

Question 12

Core competencies reflect the collective learning of the organization. Core competencies include    A.  an abundance of competitors.  B.  a? well-trained, flexible workforce.  C.  employee benefits.  D.  an abundance of customers.

Accepted Answer

b

Question 13

Which of the following statements about productivity is? correct?    A.  The value of the input resources used divided by the values of the outputs produced.  B.  Multifactor inputs must be expressed in a common unit of measure.  C.  The number of items produced.  D.  The number of workers used.

Accepted Answer

b

Question 14

A customer service package would exclude which of the? following?    A.  Explicit services  B.  Supporting facility  C.  Marketing  D.  ?Delivery/installation

Accepted Answer

c

Question 15

The foundation for managing processes and value chains is    A.  operations strategy.  B.  project management.  C.  globalization.  D.  a market orientation.

Accepted Answer

a

Question 16

Which of the following are characteristics of service provider? operations?    A.  Perishable outputs  B.  Tangible output  C.  Low customer contact  D.  Low labor requirements

Accepted Answer

a

Question 17

_______ are the fundamental activities that organizations use to do work and achieve their goals.    A.  Operations  B.  Inputs  C.  Processes  D.  Tasks

Accepted Answer

c

Question 18

Which core process includes the activities required to produce and deliver the service or product to the external? customer?    A.  customer relationship process  B.  order fulfillment process  C.  new? service/product development process  D.  supplier relationship process

Accepted Answer

b

Question 19

Selecting the transportation mode? (train, ship,? truck, airplane, or? pipeline) and scheduling both? in-bound and outbound shipments is typically accomplished by which supply chain? process?    A.  logistics  B.  warehousing  C.  sourcing  D.  ?cross-docking

Accepted Answer

a

Question 20

Which of the following scenarios illustrates an order? winner?  A.  Ken had always been fascinated by shiny? objects, so he plucked the? chrome-plated thermos from the shelf and raced to the nearest checkout line.  B.  A safety conscious customer considers only vehicles that have side air bags and? anti-lock brakes.  C.  As part of her initial? search, Janice screened mutual funds based on a? five-year return of twenty percent and the manager tenure of at least ten years. She planned to study the prospectus for each of those funds before investing her nest egg.  D.  A company specifies that they will purchase materials only from suppliers that have achieved a specific certification.

Accepted Answer

a

Question 21

Regardless of how departments and functions are individually? managed, they are always linked together through    A.  information systems.  B.  procedures.  C.  executive oversight.  D.  processes.

Accepted Answer

d

Question 22

The finance function influences operating decisions about    A.  employee training.  B.  capacity expansion.  C.  delivery promises.  D.  demand forecasts.

Accepted Answer

b

Question 23

Low manufacturing volumes typically dictate the following process? decision:    A.  More vertical integration.  B.  A line process.  C.  Less capital intensity and automation.  D.  Less resource flexibility.

Accepted Answer

c

Question 24

Which of the following statements is generally true for manufacturing processes when volumes are high and process divergence is? low?    A.  Line flow is possible.  B.  Flexibility is not needed to utilize resources effectively.  C.  Less discretion is allowed in order to avoid the unpredictable demands required by customized orders.  D.  All of the above statements are true.

Accepted Answer

d

Question 25

Among the data analysis? tools, the one used to record the frequency of occurrence of certain product or service characteristics is a    A.  graph.  B.  Pareto chart.  C.  histogram.  D.  checklist.

Accepted Answer

d

Question 26

Some important metrics to consider for a financial advising firm might include    A.  integration.  B.  customer satisfaction.  C.  reengineering.  D.  benchmarking.

Accepted Answer

b

Question 27

Economies of scope are characterized by    A.  high capital intensity and low resource flexibility.  B.  high capital intensity and high resource flexibility.  C.  low capital intensity and high resource flexibility.  D.  low capital intensity and low resource flexibility.

Accepted Answer

b

Question 28

Letting a group of people knowledgeable about the process propose ideas for change is an example of    A.  strategic fit.  B.  brainstorming.  C.  benchmarking.  D.  continuous process improvement.

Accepted Answer

b

Question 29

The result of a? firm\'s splitting large? plants, which produced all the? company\'s products, into several specialized smaller plants is    A.  cells.  B.  PWPs.  C.  focused factories.  D.  vertical integration.

Accepted Answer

c

Question 30

What would be the likely process characteristics of the typical college dining? hall?    A.  Highly customized service  B.  Considerable process divergence  C.  Flexible flows  D.  Line flows

Accepted Answer

d

Question 31

The difference between? people-processing service and? possession-processing services is that    A.  services are provided for the customer in? both, but the customer must be present only in? people-processing.  B.  services are provided for the customer who must be present in? people-processing; services are provided to the customer who does not need to be present in? possession-processing services.  C.  services are provided to the customer who must be present in? people-processing; services are provided for the customer who does not need to be present in? possession-processing services.  D.  services are provided to the customer in? both, but the customer must be present only in? people-processing.

Accepted Answer

c

Question 32

Which service process structure typically involves work flows with steps that vary from one customer to the? next?    A.  back office  B.  automated office  C.  hybrid office  D.  front office

Accepted Answer

d

Question 33

Which of the following conditions is generally associated with a job? process?    A.  High product or service volume.  B.  Resources are allocated to specific products.  C.  High resource flexibility.  D.  Relatively standardized products.

Accepted Answer

c

Question 34

A primary enabler of process reengineering is    A.  fixed automation.  B.  ISO 14001.  C.  information technology.  D.  the? service-product matrix.

Accepted Answer

c

Question 35

There are several types of benchmarking. These? include:    A.  technical benchmarking.  B.  integration benchmarking.  C.  distributive benchmarking.  D.  functional benchmarking.

Accepted Answer

d

Question 36

A? high-volume manufacturing process typically means all of the following? EXCEPT:    A.  a? line, or? continuous, process.  B.  less resource flexibility.  C.  more customer involvement.  D.  greater capital intensity.

Accepted Answer

c

Question 37

The six step blueprint for process analysis begins? with:    A.  Define scope  B.  Identify opportunity  C.  Redesign process  D.  Document process

Accepted Answer

b

Question 38

A major supplier to an auto manufacturer would most likely adopt which production and inventory? strategy?    A.  Postponement strategy  B.  ?Make-to-order strategy  C.  ?Assemble-to-order strategy  D.  ?Make-to-stock strategy

Accepted Answer

d

Question 39

The Pareto concept refers to    A.  competitive benchmarking.  B.  the probability that a product will be functional when used.  C.  a large percent? (say 80%) of the problems being caused by a small percent? (say 20%) of the factors.  D.  quality at the source.

Accepted Answer

c

Question 40

A good brainstorming session has the following? characteristic:    A.  Ability to think of creative? ideas, no matter how far fetched  B.  Good judgment skills  C.  Ability to analyze a process analytically  D.  Skill in identifying the best payoffs

Accepted Answer

a

Question 41

Specialization results in benefits such as    A.  less training time per employee.  B.  a? slower, deliberate work pace.  C.  higher wages.  D.  high employee morale.

Accepted Answer

a

Question 42

A high? customer-contact service process typically indicates all of the following? EXCEPT:    A.  a? front-office process structure.  B.  diverse work flows.  C.  more resource flexibility.  D.  low complexity.

Accepted Answer

d

Question 43

Which of the following statements about a high customer contact? front-office service process is? true?    A.  When volume is? higher, capital intensity is less likely.  B.  The customer? (internal or? external) is? present, actively? involved, and receives personal attention.  C.  The service created for each customer is standardized.  D.  All of the above statements are true.

Accepted Answer

b

Question 44

Which of the following is NOT one of seven mistakes to avoid when managing? processes?    A.  not connecting with strategic issues  B.  not involving the right people in the right way  C.  not creating an infrastructure for continuous process improvement  D.  being satisfied even when fundamental? \"reengineering\" changes are not made

Accepted Answer

d

Question 45

An example of a plant within a plant? (PWP) is    A.  the metropolitan library as part of city government.  B.  the marketing department at your business school.  C.  an emergency department at a large municipal hospital.  D.  the French fry operation at a fast food franchise.

Accepted Answer

c

Question 46

A back office service structure is most similar to    A.  a job process in manufacturing.  B.  a line process.  C.  a small batch process.  D.  a large batch process.

Accepted Answer

b

Question 47

A systematic approach to process analysis would include the following? step:    A.  Reengineering  B.  Define scope  C.  Integration  D.  Order fulfillment

Accepted Answer

b

Question 48

The common denominator for decisions on service processes is? _______, but for manufacturing processes it is? _______.    A.  customer? variety; output volume  B.  customer? variety; product variety  C.  customer? contact; output volume  D.  customer? contact; product variety

Accepted Answer

c

Question 49

A control chart typically does NOT show which of the following? values?    A.  Upper control limit  B.  Lower control limit  C.  Outer limit  D.  Target line

Accepted Answer

c

Question 50

What is the statement used to describe the proportion of defective items? (outside of? specifications) that the buyer will accept in a? shipment?    A.  value standard  B.  acceptance sample ratio  C.  batch acceptance rate  D.  acceptable quality level

Accepted Answer

d

Question 51

Which of the following is one of the seven major criteria for the Baldrige? award?    A.  results  B.  process expertise  C.  industry standing  D.  vendor management

Accepted Answer

a

Question 52

Which of the following is true about ISO? 9001:2008, the standards governing documentation of a quality? program?    A.  Companies become certified by proving to a qualified external examiner that they comply with all the requirements.  B.  Compliance with ISO? 9001:2008 standards says nothing about the actual quality of a product.  C.  Compliance with ISO? 9001:2008 standards indicates to customers that companies can provide documentation to support whatever claims they make about quality.  D.  All of the above are true.

Accepted Answer

d

Question 53

Most experts on the costs of poor process performance and quality estimate losses in the range of? ________ percent of gross sales for defective or unsatisfactory products.    A.  20 to 30  B.  30 to 40  C.  0 to 10  D.  10 to 20

Accepted Answer

a

Question 54

TQM stresses three principles for achieving high levels of process performance and quality. Which of the following is one of? them?    A.  customer satisfaction  B.  continuous employee improvement  C.  ?life-long employment  D.  management leadership

Accepted Answer

a

Question 55

In acceptance? sampling, if the sample passes the test then    A.  the entire quantity is returned to the supplier.  B.  the entire quantity of items is accepted.  C.  the supplier is producing? 100% high quality output.  D.  the remaining quantity of items is subjected to 100 percent inspection.

Accepted Answer

b

Question 56

Which of the following is considered one of the four major cost of quality? categories?    A.  lost goodwill  B.  defects  C.  appraisal  D.  postponement

Accepted Answer

c

Question 57

A? firm\'s internal program in employee involvement includes which of the following? considerations?    A.  Defining who the customer is  B.  Psychological impressions  C.  Supplier management  D.  Product availability

Accepted Answer

a

Question 58

The process capability index is compared to a critical value to judge whether a process is capable. Firms striving to achieve? six-sigma performance use a critical value of    A.  2.0.  B.  6.0.  C.  1.33.  D.  1.0.

Accepted Answer

a

Question 59

A process failure that results in the? process\'s inability to meet advertised performance standards violates which of the five definitions of? quality?    A.  fitness for use  B.  conformance to specifications  C.  value  D.  psychological impressions

Accepted Answer

b

Question 60

The application of statistical techniques to determine whether a quantity of material should be accepted or rejected based on the inspection or test of a sample is known as    A.  benchmarking.  B.  acceptance sampling.  C.  the Deming Wheel.  D.  specification review.

Accepted Answer

b

Question 61

The ISO? 14001:2004 standards require documentation of a? firm\'s environmental program. Which component requires a plan to improve performance in resource use and pollutant? output?    A.  Environmental Performance Evaluation  B.  ?Life-Cycle Assessment  C.  Environmental Labeling  D.  Environmental Management System

Accepted Answer

d

Question 62

Which of the following is an element of a deceptive business practice that presents a major concern for service or product? quality?    A.  The transaction is intended to generate a disproportionate economic benefit to the provider at the expense of the customer.  B.  The conduct of the provider is intentional and motivated by a desire to exploit the customer.  C.  The provider conceals the truth based upon what is actually known to the provider.  D.  All of the above.

Accepted Answer

d

Question 63

A process that is in statistical control? ________ be producing services or products according to their design specifications.    A.  can not  B.  may not  C.  will not  D.  will always

Accepted Answer

b

Question 64

Which of the Baldrige criteria is given the most weight in selecting? winners?    A.  results  B.  workforce focus  C.  leadership  D.  customer focus

Accepted Answer

a

MGSC 395 Practice Exam 1 – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards