CH 7: Operations and Management Quality

Which of the following helps to determine operations capabilities?

• Flexibility of activity

• High-context system

• Business strategy

• ) Extent of customer contact

• Production capability

What type of service is being given when a product performs reliably, has an appealing fit and consistently meets or exceeds customer expectations?

• Quality

• Low cost

• Flexibility

• Dependability

Machine, woodworking, and dry cleaning shops typically use which type of layout?

• Product

• Custom-products

• Hybrid

• Make-to-stock

Which type of layout is designed to move resources through a smooth, fixed sequence of steps?

• Same-steps

• Custom-products

• Location

• Make-to-order

which of the following is the amount of a product that a company can produce under normal working conditions?

• Efficiency

• Burden

• Performance

• Capacity

Which of the following affects how efficiently a company can respond to demand for more or different products and their ability to match competitors speed and convenience?

• Location planning

• Long-range capacity planning

• Layout planning

• Quality planning

• Technology planning

Which of the following tracks which service or products will be produced and when?

• Gantt chart

• Staff schedule

• Master operations schedule

• PERT chart

Which of the following indicates the critical path needed for the completion of large projects?

• Gantt char

• Detailed schedule

• Master schedule

• PERT chart

Which of the following BEST describes ISO 9000?

• The concept that all employees are valuable contributors to a firm's business, and should be entrusted with decisions regarding their work

• The redesigning of business processes to improve performance, quality, and productivity

• A program certifying that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization

• A certification program attesting to the fact that a factory, laboratory, or office has improved environmental performance

• The process of evaluating all work activities to determine the value they add for customers

Which of the following BEST describes ISO 14000?

• The concept that all employees are valuable contributors to a firm's business and should be entrusted with decisions regarding their work

• ) A certification program attesting to the fact that a factory, laboratory, or office has improved environmental performance

• A certification program attesting to the fact that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization

• A standardized method of evaluating a company's greenhouse gas emissions

• A certification program attesting to the fact that a factory, laboratory, or office is operating under free-trade principles