Exam 10: Operations Management, Productivity, and Quality

The term service operations refers to production activities that yield tangible products. production activities that yield tangible and intangible service products. firms that make tangible products. service activities that yield intangible products. service activities that yield tangible products.

List the five major areas of materials management.

What does it mean to say, "production managers are ultimately responsible for creating utility"? Explain this phrase and the term "utility."

The process flow chart identifies the sequence of production activities, movements of materials, and work performed at each stage as the product flows through production.

Nissan, Toyota, and Honda now build several different models of cars using the same basic "platform." This is an example of process layout. soft manufacturing. flexible manufacturing systems. the movable factory. quality control.

What is TQM and why is it important?

A cellular layout is a production system in which a single factory uses automation to produce a wide variety of products. a spatial arrangement of production activities that groups equipment and people according to function. a method for analyzing a service by showing the flow of processes that constitutes it. a spatial arrangement of production activities designed to make one type of product in a fixed sequence. a spatial arrangement of production facilities designed to move families of products through similar flow paths.

Coast Capital Savings Credit Union branch in Surrey, B.C. simplified the banking experience of its customers and developed an innovative new service called "You're the Boss Mortgage" which was named the Mortgage of the Year by canadianmortgagetrends.com. This is an example of benchmarking.

Most firms plan to be able to produce ________ product than is normally demanded. substantially more slightly less slightly more the same amount of substantially less

When new versions of software include features not in previous editions, the vendors are practising quality assurance. quality ownership. quality reliability. quality control. performance quality.

Mega Computers services and upgrades the computers that it sells. In sizing its service operations it should use peak demand. average demand. low demand. high demand. normal demand.

What is a quality/cost study?

The layout that is efficient and simplifies work tasks and uses unskilled labor is the ________ layout. customer process product cellular fixed-position

Your boss wants to determine whether or not to apply for ISO 9000. What are the benefits?

Quality means a product's fitness for use in terms of offering the features that consumers want.

Firms with increasing productivity rates can provide higher wage increases to workers more easily than firms with declining productivity rates.

Quality/cost studies show what a firm's current costs are, and also reveal areas that have the biggest cost-savings potential . the limits of acceptable and unacceptable quality in production of a good or service. how much quality will have to be achieved in order to meet consumer expectations. how motivated employees are to build quality into products. the level of quality that is currently being achieved.

What is a control chart?

When fashion house Louis Vuitton revamped its system in order to ensure that retailers would always have "hot" items available, this was an example of supply chain management. flow-through analysis. benchmarking. business process re-engineering. marketing research.

What is the most logical sequence of steps in a production planning and control system? Business plan, long range operations plan, operations control, operations schedules, output to customers Operations control, operations schedules, output to customers, long range operations plan, business plan Business plan, operations control, operations schedules, long range operations plan, output to customers Business plan, long range operations plan, operations schedules, operations control, output to customers Business plan, operations control, operations schedules, output to customers, long range operations plan