WorksheetsMGSC chapter 1
Total questions: 79
Worksheet time: 40mins
The finance function influences operating decisions about
capacity expansion
employee training
demand forecasts
delivery promises
Regardless of how departments and functions are individually managed, they are always linked together through
procedures
executive oversight
information systems
processes
The three mainline functions of any business are
operations, marketing, and information technology.
operations, marketing, and finance.
operations, marketing, and management.
operations, accounting, and management.
What do all processes have?
workers and managers
purchased materials and services
equipment and facilities
inputs and outputs
Which of the following are characteristics of service provider operations?
tangible outputs
perishable outputs
low customer contact
low labor requirements
_______ are the fundamental activities that organizations use to do work and achieve their goals.
processes
operations
tasks
inputs
If "every process and every person in an organization has customers," then
some customers are external and some are internal.
external suppliers provide only to external customers.
internal suppliers provide products to external customers.
no customers can have both internal and external suppliers.
A ________ process is a set of activities that delivers value to external customers.
service
strategic
core
line manufacturing
Which core process includes the activities required to produce and deliver the service or product to the external customer?
new service/ product development process
supplier relationship process
order fulfullment process
customer relationship process
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?
cross-docking
sourcing
warehouring
logistics
The foundation for managing processes and value chains is
market orientation
project management
operations strategy
globalization
Technological change is proceeding at a rapid rate, but there are many challenges such as
employees may resist technological change if it is not managed well.
technology cannot provide a competitive advantage.
robots have not proven useful in manufacturing.
the Internet is too difficult to use.
Decisions that tend to focus on the entire organization, cutting across departmental lines, and have long-term consequences are called
departmental
operations
strategic
tactical
Which of the following considerations is not involved in developing a corporate strategy?
Developing a staffing plan for the upcoming production period
monitoring and adjusting to changes in the business environment
responding to pressures for flexibility
identifying and developing the firmas core competencties
Which of the following outcomes is not a direct result of a market analysis?
corporate responses to changes in the business environemtn
identification of customer needs
development of core competencies
assessment of competitors strengths
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
flexibility
cost
quality
time
Core competencies reflect the collective learning of the organization. Core competencies include
an abundance of customers.
a well trained, flexible workforce
an abundance of competitors.
employee benefits.
A credit card-processing firm would be likely to list the following competitive priorities for its external customers:
postponement
concurrent engineering
mass customization
consistent quality
The Internet of Things (IoT) is
the ongoing automation of traditional manufacturing and industrial practices, using modern smart technology.
a constellation of technologies, from machine learning to natural language processing, that allows machines to sense, comprehend, act, and learn.
the use of computerized systems in manufacturing to track and document the transformation of raw materials into finished goods and optimize their production output.
the interconnectivity of objects, embedded with software, sensors, and actuators that enable these objects to collect and exchange data over a network without requiring human intervention.
Artificial intelligence (AI) is
the ongoing automation of traditional manufacturing and industrial practices, using modern smart technology.
a constellation of technologies, from machine learning to natural language processing, that allows machines to sense, comprehend, act, and learn.
the interconnectivity of objects, embedded with software, sensors, and actuators that enable these objects to collect and exchange data over a network without requiring human intervention.
the use of computerized systems in manufacturing to track and document the transformation of raw materials into finished goods and optimize their production output.
A manufacturing execution system (MES) is
a computerized system used in manufacturing to track and document the transformation of raw materials into finished goods and optimize their production output.
the ongoing automation of traditional manufacturing and industrial practices, using modern smart technology.
a constellation of technologies, from machine learning to natural language processing, that allows machines to sense, comprehend, act, and learn.
the interconnectivity of objects, embedded with software, sensors, and actuators that enable these objects to collect and exchange data over a network without requiring human intervention.
The fourth industrial revolution (Industry 4.0) is
the ongoing automation of traditional manufacturing and industrial practices, using modern smart technology.
the use of computerized systems in manufacturing to track and document the transformation of raw materials into finished goods and optimize their production output.
a constellation of technologies, from machine learning to natural language processing, that allows machines to sense, comprehend, act, and learn.
the interconnectivity of objects, embedded with software, sensors, and actuators that enable these objects to collect and exchange data over a network without requiring human intervention.
The effective operation of a firm and its supply chain is NOT as important as the design and implementation of its processes.
true
false
Only the operations function part of an organization must design and operate processes that are part of a supply chain and deal with quality, technology, and staffing issues.
true
false
Each function of an organization has its own identity and yet is connected with operations through shared processes.
true
false
Which service process structure typically involves work flows with steps that vary from one customer to the next?
front office
automated office
hybrid office
back office
A high customer-contact service process typically indicates all of the following EXCEPT:
a front office process structure
low complexity
more resource flexibility
diverse work flows
A back office service structure is most similar to
a large batch process
a line process
a small batch process
a job process in manufacturing
The difference between people-processing service and possession-processing services is that
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.
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.
services are provided to the customer in both, but the customer must be present only in people-processing.
services are provided for the customer in both, but the customer must be present only in people-processing.
Which of the following conditions is generally associated with a job process?
high resource flexibility
resources are allocated to specific products
high product or service volume
relatively standardized products
A major supplier to an auto manufacturer would most likely adopt which production and inventory strategy?
assemble to order
make to order
make to stock
postponement
A high-volume manufacturing process typically means all of the following EXCEPT:
a greater capital intensity
more customer involvement
a lone, or continuous process
less resource flexibiluty
What would be the likely process characteristics of the typical college dining hall?
flexible flows
line flows
considerable process divergence
highly constomized service
Which of the following statements about a high customer contact front-office service process is true?
The customer (internal or external) is present, actively involved, and receives personal attention.
when volume is higher, capital intensity is less likely
the service created for each customer is standardized
all of the above statements are true
Which of the following statements is generally true for manufacturing processes when volumes are high and process divergence is low?
Flexibility is not needed to utilize resources effectively.
Less discretion is allowed in order to avoid the unpredictable demands required by customized orders.
line flow is possible
all of the above statements are true
The result of a firm's splitting large plants, which produced all the company's products, into several specialized smaller plants is
focused factories
PWPs
cells
vertical integration
An example of a plant within a plant (PWP) is
the metropolitan library as part of city government.
an emergency department at a large municipal hospital.
the marketing department at your business school.
the French fry operation at a fast food franchise.
A primary enabler of process reengineering is
ISO 14001.
the service-product matrix.
information technology.
fixed automation.
A systematic approach to process analysis would include the following step:
integration
order fulfullment
reengineering
define scope
Some important metrics to consider for a financial advising firm might include
reengineering
customer satisfaction
integration
benchmarking
The six step blueprint for process analysis begins with:
define scope
identify opportunity
document process
redesign process
Letting a group of people knowledgeable about the process propose ideas for change is an example of
brainstorming
benchmarking
strategic fit
continuous process improvement
Which of the following is NOT one of seven mistakes to avoid when managing processes?
not creating an infrastructure for continuous process improvement
being satisfied even when fundamental "reengineering" changes are not made
not involving the right people in the right way
not connecting with strategic issues
A good brainstorming session has the following characteristic:
skill in identifying the best payoffs
Ability to analyze a process analytically
Ability to think of creative ideas, no matter how far fetched
Good judgment skills
There are several types of benchmarking. These include:
integration benchmarking
functional benchmarking
technical benchmarking
distributive benchmarking
Which of the following is considered one of the four major cost of quality categories?
appraisal
lost foodwill
postponement
defects
Which of the following is an element of a deceptive business practice that presents a major concern for service or product quality?
The conduct of the provider is intentional and motivated by a desire to exploit the customer.
The transaction is intended to generate a disproportionate economic benefit to the provider at the expense of the customer.
The provider conceals the truth based upon what is actually known to the provider.
all of the above
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.
0 to 10
30 to 40
20 to 30
10 to 20
Training workers to do their jobs properly and working with suppliers to improve the quality of material they supply to you are examples of
appraisal costs
prevention costs
externmal failure costs
internal failure costs
TQM stresses three principles for achieving high levels of process performance and quality. Which of the following is one of them?
continuous employee improvement
management leadership
life-long employment
customer satisfaction
A process failure that results in the process's inability to meet advertised performance standards violates which of the five definitions of quality?
psychological impressions
conformance to specification
fitness for use
value
A firm's internal program in employee involvement includes which of the following considerations?
defining who the customer is
supplier management
product avaliability
psychological impressions
The plan-do-study-act cycle illustrates
the type of chart to make for each process control situation.
continuous improvement.
the rise and fall of points in a process that is exhibiting only common cause variation.
the improvement in costs associated with implementation of ISO 9000.
What is the statement used to describe the proportion of defective items (outside of specifications) that the buyer will accept in a shipment?
acceptance sample ratio
acceptable quality level
value standard
batch acceptance rate
Which of the following statements about acceptance sampling is true?
Acceptance sampling eliminates the chance of accepting bad-quality materials.
Acceptance sampling limits the seller's risk of producing poor-quality materials.
Acceptance sampling is the application of statistical techniques to determine if a quantity of material from a supplier should be accepted or rejected.
all of the above
In acceptance sampling, if the sample passes the test then
the remaining quantity of items is subjected to 100 percent inspection.
the supplier is producing 100% high quality output.
the entire quantity of items is accepted.
the entire quantity is returned to the supplier.
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
benchmarking
the deming wheel
acceptance sampling
specification review
Which of the following is true about ISO 9001:2015, the standards governing documentation of a quality program?
Compliance with ISO 9001:2015 standards says nothing about the actual quality of a product.
Companies become certified by proving to a qualified external examiner that they comply with all the requirements.
Compliance with ISO 9001:2015 standards indicates to customers that companies can provide documentation to support whatever claims they make about quality.
all of the above are true
Internal benefits of ISO 9001:2015 certification include
reduction in the cost of producing a product.
increased profitability
improvement marketing
all of the above
Which of the following is one of the seven major criteria for the Baldrige award?
industry standing
process expertise
vendor management
results
Which of the Baldrige criteria is given the most weight in selecting winners?
results
workforce focus
leadership
customer focus
The overall focus of TQM is always on the needs of the customer through a culture of continuous improvement and an active engagement and involvement of employees at all levels.
true
false
The Continuous Improvement and Employee Involvement intersection in the integrative view of TQM requires
making quality an integral part of long term planning
a commitment to ongoing employee training in statistical tools and their usage.
that the employees are actually empowered to do their jobs and given autonomy in decision making.
management by fact, and not authority.
The Employee Involvement and Analytical Process Thinking intersection in the integrative view of TQM requires
a commitment to ongoing employee training in statistical tools and their usage.
management by fact, and not authority.
that the employees are actually empowered to do their jobs and given autonomy in decision making.
making quality an integral part of long-term planning.
The Management Commitment/Leadership and Analytical Process Thinking intersection in the integrative view of TQM requires
that the employees are actually empowered to do their jobs and given autonomy in decision making.
management by fact, and not authority.
a commitment to ongoing employee training in statistical tools and their usage.
making quality an integral part of long-term planning.
Manufacturing an item before it is needed is an example of what form of waste?
underutilization of employees
innapropriate processing
overproduction
motion
Which of the following best characterizes JIT systems?
build inventory at a modest rate
annual review of operation methods
pull methods of materials flow
push methods of material flow
The ability to automatically detect the occurrence of an abnormality, thereby helping achieve quality at the source, is
poka-yoke
muda
kaizen
jidoka
In lean systems, part commonality serves to increase
the number of suppliers needed
the number of deliveries needed
inventory
repeatability
Line flows are recommended in designing lean system layouts because they eliminate waste by reducing
the complexity of setups
the requirement for advance employee training
the frequency of setups
standard work
The method that groups products with similar characteristics into families and sets aside groups of machines for their production is called
5S
jidoka
group technology
kanban
The service department of Monroe Brothers Automotive would like to achieve uniform workstation loads. An effective system for this firm would be
a reservation system
big lot production
producing items for inventory when demand is slow
single digit setip
Benefits of having a flexible workforce include all of the following EXCEPT:
a more uniform work flow
decreased reliance on inventory buffers
it is easier to relieve bottlenecks
decreased worker morals
Value stream mapping analysts start from ________ and work _______ to draw the map by hand.
the raw material end; downstream
secondary data; quickly
the customer end; upstream
a project description; with management
Value stream maps typically include data related to each process including
uptime
changeover time
cycle time
all of the above
Lean systems can be an integral part of a corporate strategy based on speed as they improve which of the following?
labor productivity
inventory turnover
cycle time
all of the above
Lean systems coupled with statistical process control (SPC) requires a high degree of regimentation which in turn can lead to
worker stress
the elimination of reward systems
trust issues among workers
cooperation issues between workers andmanagement
What is a major reason why a traditional labor contract may cripple a company's ability implement lean?
it reduces a company's ability to freeze their schedules to avoid disruptive changes in daily production
it reduces a company's ability to change their existing layout
it may require a company to use large-lot production
it reduces the company's ability to reassign workers to other tasks as the need arises
Which of these issues is a problem associated with the conversion to a lean production system?
There is a decrease in the level of trust in a plant once all of the processes have been automated.
Workers can become bored when the current layout is retained and remains fixed.
Workers can feel pushed and stressed since the safety net of inventory has been removed.
Lean systems require considerable specialization and emphasize each worker retaining one specific job assignment.
