Exam 17: Managing Service and Manufacturing Operations

A job shop production process is well-suited to a business that has many unique customers.

Ideal Brake Parts,a Canadian manufacturer of brake parts,is at the forefront of the replacement brake industry as a result of its ongoing commitment to continuous product improvement and its uncompromising dedication to providing customers with the most advanced,premium quality product technology through teamwork. In other words,which of the following is Ideal Brake Parts committed to?

What is the term for restoring customer satisfaction to strongly dissatisfied customers?

Hattie Cao operates Peachy Keen and sells her products through catalogue orders. Cao produces and sells seven kinds of peach pies,three kinds of peach cakes,two kinds of peach cookies,and a peach salsa. She normally keeps 250 jars of salsa in stock,but she noticed today that she has more than 500 bottles in her inventory. Cao decided to reduce her inventory by lowering her price. Her plan to get rid of excessive inventory was so successful that she found herself sold out in just a couple of days. Which of the following did Cao experience?

Briefly explain the difference between ISO 9000 certification and the ISO 14000 certification.

The CEO of a company that manufactures maple wooden cutting boards has determined that it takes two hours of labour,a planer,a sander,an electric saw,and $5.67 to make one maple cutting board from a piece of maple lumber 46 cm square and 5 cm thick. Which type of productivity has the CEO determined about his company in order to compare its operation with that of its competition?

Mackenzie is the new operations manager of an auto specialty company. Mackenzie reflects on how production is different at this company vs where he last worked. In his previous company,the production schedule was steady and predictable as large quantities of a few products were produced. At this new company,each client has a different requirement and work doesn't begin until the client's needs are defined. What type of operation does Mackenzie now manage?

Higher productivity is good not only for individual companies that achieve it,but also for the countries in which they do business.

To effectively manage inventory,a manager should use EOQ formulas when inventory levels are independent,and JIT and MRP when inventory levels are dependent on the number of products to be produced.

Massey Ferguson,a division of AGCO Corp.,has introduced two new front-cut mowers designed to provide a high level of serviceability. Which statement best describes the mowers?

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality.

Make a list of the characteristics that define quality for goods. Then,make a second list of characteristics that define quality for services. Why do these lists differ? Why does one characteristic appear on both lists?

Which type of productivity shows how much labour,capital,materials,and energy it takes to create an output?

Nesha is determining levels of efficiency at different times of the year. She is reviewing the contract work costs,supplier purchases,re-tooling to adjust capacity,and utility bills between high and low seasons. What kind of productivity is Nesha reviewing?

Which of the following best represents Bombardier's manufacturing process for its small corporate/private jets?

Labour productivity is a frequently used example of extrinsic productivity.

Which of the following is a well-known technique for managing inventory?

An article addressed to nurses who work in intensive care said,"Patients may feel isolated or ostracized from those around them,including medical staff,because of their condition or appearance. Practices affirming the patient's intrinsic value and individual personality will be critical to establishing trust and rapport." Providing which of the following is one method to affirm a patient's intrinsic value?

Briefly explain how production and productivity relate to the financial success of companies as well as the countries in which the companies are located. Given the nature of today's global economy,comment on how these relationships might be particularly important in developing (as opposed to industrialized)countries,where the industrial base and standard of living are low.

Narrative 17-1 In recent years,Japanese companies such as Mitsubishi,NEC,Fujitsu,and Sony began turning to North America to manufacture Japanese products. While Sony,Panasonic,and other Japanese giants still excel at cranking out high-quality consumer electronics products-such as camcorders and TVs-by the millions,it's a different story in industries with short product cycles and factories that must build what customers order instead of churning out products in anticipation of demand. Japan's great strength-repetitive manufacturing-is becoming its greatest weakness. This production-on-demand form of management cannot depend on JIT. Instead,the North American companies rely on raw-in-process inventory,or RIP. RIP calls for keeping a reasonable quantity of varied raw materials or components on hand to meet changing customer demand. -Refer to Narrative 17-1. What was present in North American companies that were taking over Japanese operations?