Exam 10: Operations Management, Productivity, and Quality

__________ occurs when a company compares its current performance against its own past performance, while _________ occurs when a company compares its current performance against the performance of its competitors. Internal productivity; external productivity Internal benchmarking; external benchmarking Internal benchmarking; getting close to the customer Statistical process control; external productivity Internal quality/cost study; external quality/cost study

________ is dominated by a desire to improve operations in order to produce goods and services at the lowest possible cost and at the highest value for the customer. Back to Basics ISO 9000 Six Sigma ROQ Re-engineering

This transformation process combines data on such items as employee absences, machine breakdowns, and inventory reports. It is the assembly process. fabrication process. chemical process. transport process. clerical process.

If Toshiba buys a Xerox copier and then takes it apart to determine how well Toshiba's components perform compared to Xerox's, this is an example of statistical process control. competitive market research. process capability. competitive product analysis. quality ownership.

What kind of transformation occurs in an assembly process? Various components are transported from one location to another. Data are combined into useable information for a management report. Various components are put together to create a new product. Finished products are taken apart for inspection. Raw materials are mechanically altered.

What is value-added analysis?

Business process reengineering is the principle of looking at the supply chain as a whole in order to improve the overall flow through the system. 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 redesigning of business processes to improve performance, quality, and productivity. the concept that all employees are valuable contributors to a firm's business, and should be entrusted with decisions regarding their work.

In many parts of the world, public washrooms are available on a pay per use basis. What form of utility does this service maximize most to its users? Place utility Form utility Interval utility Time utility Ownership utility

What is the last step in the operations planning and control process?

How should capacity planning be done for service businesses?

The use of raw materials to make, say, a washing machine is an example of the creation of form utility.

Tom is concerned with the storage of both incoming materials for production and finished goods for distribution to customers. Tom's job is in the ________ area. inventory control purchasing transportation warehousing quality control

Margaret is evaluating all work activities, materials flows, and paperwork to determine the value that they add for customers. This is an example of a quality/cost study.

Bill is working with a system that uses a bill of materials to project the number of components and raw materials needed. It also specifies when they need to arrive. He is most likely using warehousing. master production scheduling. material requirements planning. just-in-time. inventory control.

The quality program that is being adopted by many multinational firms is QC 2000. ROQ. ISO 9000. IQS 8000. TQM 2001.

The goal of supply chain management is to reduce the number of links in the channel.

Which of the following is an internal failure that should be considered in a quality/cost study of Honey Nuggets cereal? How much the firm spends for appraising quality during production Expenses incurred during production before bad products leave the plant How much the firm spends to prevent production of defective products Expenses incurred after bad products reach the consumer All of these

What is one reason why it is a bad idea for a company to have excess capacity? Wastes raw materials Increases customer dissatisfaction Ties up money in extra machines Decreases form utility Slows delivery of product

The concept that emphasizes that no defects are tolerable and that all employees are responsible for maintaining quality standards is called performance quality. total quality management. quality reliability. quality ownership. a quality circle.

A decline in productivity shrinks a nation's available resources so that any one person's increase in wealth can come only at the expense of others in the society.