Question 1

For organisations to improve productivity, they should focus on which of the following?

Accepted Answer

A) it depends on the industry 
B) operations variables only 
C) product price 
D) people and operations 
E) people only 
A) it depends on the industry 
B) operations variables only 
C) product price 
D) people and operations 
E) people only

Question 2

In a short essay, list and discuss the two best-known quality goals that many organisations worldwide have pursued.

Accepted Answer

1. ISO 9000 - This is a series of intern

Question 3

Value Chain Management
Sandy is the new strategic manager for Solutions Tech Ltd, a management consulting firm dedicated to assisting small businesses in the pursuit of success.He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for major Australian and multinational companies.Sandy is reviewing the business strategy at Rob's business and has some recommendations.
-Refer to Value Chain Management (Scenario).Rob seemed to understand the theory behind value chain management, but was curious about the requirements for a successful value chain.Sandy informed Rob that the main requirements for successful value chain management includes all of the following EXCEPT ________.

Accepted Answer

A) organisational culture 
B) leadership 
C) competition 
D) employees 
E) collaboration 
A) organisational culture 
B) leadership 
C) competition 
D) employees 
E) collaboration

Question 4

Which of the following statements is true regarding manufacturing management activities from the late 1940s through the mid-1970s?

Accepted Answer

A) By the late 1970s, manufacturers were in a crisis. 
B) It was most companies' primary focus. 
C) Germany and the United States had similar experiences in this area. 
D) It was a critical factor in management career promotion. 
E) The United States remained the world leader in this area. 
A) By the late 1970s, manufacturers were in a crisis. 
B) It was most companies' primary focus. 
C) Germany and the United States had similar experiences in this area. 
D) It was a critical factor in management career promotion. 
E) The United States remained the world leader in this area.

Question 5

GE company executives estimate that, due to the application of the Six Sigma quality program, the company has saved billions in costs since 1995.

Accepted Answer

A) True 
 B)False

Question 6

The supply chain is the entire series of organisational work activities that add value at each step beginning with the processing of raw materials and ending with finished product in the hands of end users.

Accepted Answer

A) True 
 B)False

Question 7

The ways in which organisational work is done is described as ________.

Accepted Answer

A) policies and procedures 
B) goals and objectives 
C) organisational processes 
D) corporate visions 
E) strategy implementation 
A) policies and procedures 
B) goals and objectives 
C) organisational processes 
D) corporate visions 
E) strategy implementation

Question 8

________ is the performance characteristics, features, attributes and any other aspects of goods and services for which customers are willing to give up resources.

Accepted Answer

A) Performance 
B) Value 
C) Conformance 
D) Cost 
E) Convenience 
A) Performance 
B) Value 
C) Conformance 
D) Cost 
E) Convenience

Question 9

In a short essay, discuss technology's role in manufacturing.

Accepted Answer

Although an organisation's production ac

Question 10

Non-Deming
On Monday, the big news arrived.Bob's company announced they would be implementing a Total Quality Management system in their company.Their goals, they said, were to 'plan for the now, impress stockholders and take advantage of this system for increasing short-term profits.Those who don't agree can begin looking for a new job'.Bob, along with everyone else, grumbled under his breath.What in the world was top management thinking? Their 'zero quality defects' program had failed and now they were jumping on this new bandwagon.Training was non-existent in the company and managers were fond of pushing responsibility for these programs down to the lowest level.Top management was happy with the quality of the product and now they wanted total quality concerning the employees.At lunch, he read the note board, which said, 'Statistical process control classes will begin immediately, see your supervisor for a training date'.Bob sighed and wondered what fad was next.
-Refer to Non-Deming (Scenario).Which of the following is a Deming point that Bob's company was definitely violating?

Accepted Answer

A) Teach employees to fear poor quality work. 
B) Drive out fear. 
C) Push employees to their greatest level. 
D) Encourage stressful management. 
E) Encourage fear in supervisors. 
A) Teach employees to fear poor quality work. 
B) Drive out fear. 
C) Push employees to their greatest level. 
D) Encourage stressful management. 
E) Encourage fear in supervisors.

Question 11

'Value chain management' is externally oriented and focuses on both incoming materials and outgoing products and services.

Accepted Answer

A) True 
 B)False

Question 12

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.

Accepted Answer

A) convenience 
B) flexibility 
C) consistency 
D) accuracy 
E) courtesy 
A) convenience 
B) flexibility 
C) consistency 
D) accuracy 
E) courtesy

Question 13

The ways in which organisational work is done is described as 'organisational processes'.

Accepted Answer

A) True 
 B)False

Question 14

Felcher & Sons Goes Global
Upon graduating from university, Steve Bergman began his career as a management trainee at Felcher & Sons Ltd, a manufacturer of mid-priced office furniture.The firm has recently decided to expand overseas with manufacturing plants in Singapore and Thailand and sales offices in the Far East, Europe and the United States.In conjunction with this investment in new plants and technologies, the firm plans to develop an online presence that will enable customers to individually tailor the products they order from Felcher & Sons.Terry Tate, VP of Operations for Felcher & Sons, has been tasked with overseeing the development of these plants and new capabilities.Mr Tate has asked that Steve be assigned to him to help him in this process.
-Refer to Felcher & Sons Goes Global (Scenario).Mr Tate tells John Dillon about Felcher & Sons Ltd's efforts to achieve ISO 9000 certification.He explains that the firm is pretty far along with this effort; quality control is an ongoing concern for Felcher & Sons Ltd, and he asks Mr Dillon if there might be other quality management issues or trends that the consultant might be able to help them with.John Dillon tells them a little about Six Sigma.After the show, Steve asks Mr Tate what Six Sigma stands for, and Mr Tate replies that ________.

Accepted Answer

A) Sigma is the Greek letter statisticians use to define a standard deviation 
B) Six Sigma covers everything from contract review to product design to product delivery 
C) Six Sigma is a series of international quality management standards established by the International Organization for Standardization 
D) Six Sigma has become the internationally recognised standard for evaluating and comparing companies in the global marketplace 
E) Six Sigma is a subset of a British quality standard called BS5400 
A) Sigma is the Greek letter statisticians use to define a standard deviation 
B) Six Sigma covers everything from contract review to product design to product delivery 
C) Six Sigma is a series of international quality management standards established by the International Organization for Standardization 
D) Six Sigma has become the internationally recognised standard for evaluating and comparing companies in the global marketplace 
E) Six Sigma is a subset of a British quality standard called BS5400

Question 15

According to the textbook, the two best-known quality goals are Six Sigma and Seven Beta.

Accepted Answer

A) True 
 B)False

Question 16

Deming outlined ________ points for improving management's productivity.

Accepted Answer

A) 11 
B) 9 
C) 15 
D) 14 
E) 7 
A) 11 
B) 9 
C) 15 
D) 14 
E) 7

Question 17

Value Chain Management
Sandy is the new strategic manager for Solutions Tech Ltd, a management consulting firm dedicated to assisting small businesses in the pursuit of success.He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for major Australian and multinational companies.Sandy is reviewing the business strategy at Rob's business and has some recommendations.
-Refer to Value Chain Management (Scenario).Before making any recommendations, Sandy informed Rob that a ________ is the entire series of organisational work activities that add value at each step beginning with the processing of raw materials and ending with finished product in the hands of end users.

Accepted Answer

A) ethical chain 
B) technology chain 
C) supply chain 
D) value chain 
E) financial chain 
A) ethical chain 
B) technology chain 
C) supply chain 
D) value chain 
E) financial chain

Question 18

Investment in which of the following types of information technology allows Dell Computer Corporation to meet customer's needs in a way that competitors have been unable to match?

Accepted Answer

A) the customer website 
B) the supplier website 
C) the corporate website 
D) the company's intranet 
E) an intranet site 
A) the customer website 
B) the supplier website 
C) the corporate website 
D) the company's intranet 
E) an intranet site

Question 19

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

Accepted Answer

A) BS 5400 
B) ISO 9000 
C) ISO 250 
D) Seven Beta 
E) Six Sigma 
A) BS 5400 
B) ISO 9000 
C) ISO 250 
D) Seven Beta 
E) Six Sigma

Question 20

Indicate which one of the following is NOT mentioned in the textbook as a reason why operations management is important to organisations and managers?

Accepted Answer

A) It plays a strategic role in an organisation's competitive success. 
B) It encompasses social responsibility and ethics. 
C) It is important in effectively and efficiently managing productivity. 
D) It encompasses both services and manufacturing. 
E) both B and C 
A) It plays a strategic role in an organisation's competitive success. 
B) It encompasses social responsibility and ethics. 
C) It is important in effectively and efficiently managing productivity. 
D) It encompasses both services and manufacturing. 
E) both B and C

For organisations to improve productivity, they should focus on which of the following?

In a short essay, list and discuss the two best-known quality goals that many organisations worldwide have pursued.

Which of the following statements is true regarding manufacturing management activities from the late 1940s through the mid-1970s?

GE company executives estimate that, due to the application of the Six Sigma quality program, the company has saved billions in costs since 1995.

The supply chain is the entire series of organisational work activities that add value at each step beginning with the processing of raw materials and ending with finished product in the hands of end users.

The ways in which organisational work is done is described as ________.

________ is the performance characteristics, features, attributes and any other aspects of goods and services for which customers are willing to give up resources.

In a short essay, discuss technology's role in manufacturing.

'Value chain management' is externally oriented and focuses on both incoming materials and outgoing products and services.

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.

The ways in which organisational work is done is described as 'organisational processes'.

According to the textbook, the two best-known quality goals are Six Sigma and Seven Beta.

Deming outlined ________ points for improving management's productivity.

Investment in which of the following types of information technology allows Dell Computer Corporation to meet customer's needs in a way that competitors have been unable to match?

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

Indicate which one of the following is NOT mentioned in the textbook as a reason why operations management is important to organisations and managers?

Managers in the Workplace

Management History

Managing the External Environment and Organisational Culture

Managing in a Global Environment

Social Responsibility and Managerial Ethics

Managers As Decision Makers

Managing Change and Innovation

Foundations of Planning

Strategic Management

Managerial Controls

Organisational Structure and Design

Managing Teams

Managing Human Resources

Understanding and Managing Individual Behaviour

Managers and Communication

Motivating Employees

Managers As Leaders

Filters

Exam 11: Managing Operations

For organisations to improve productivity, they should focus on which of the following?

In a short essay, list and discuss the two best-known quality goals that many organisations worldwide have pursued.

Which of the following statements is true regarding manufacturing management activities from the late 1940s through the mid-1970s?

GE company executives estimate that, due to the application of the Six Sigma quality program, the company has saved billions in costs since 1995.

The supply chain is the entire series of organisational work activities that add value at each step beginning with the processing of raw materials and ending with finished product in the hands of end users.

The ways in which organisational work is done is described as ________.

________ is the performance characteristics, features, attributes and any other aspects of goods and services for which customers are willing to give up resources.

In a short essay, discuss technology's role in manufacturing.

'Value chain management' is externally oriented and focuses on both incoming materials and outgoing products and services.

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.

The ways in which organisational work is done is described as 'organisational processes'.

According to the textbook, the two best-known quality goals are Six Sigma and Seven Beta.

Deming outlined ________ points for improving management's productivity.

Investment in which of the following types of information technology allows Dell Computer Corporation to meet customer's needs in a way that competitors have been unable to match?

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

Indicate which one of the following is NOT mentioned in the textbook as a reason why operations management is important to organisations and managers?

Managers in the Workplace

Management History

Managing the External Environment and Organisational Culture

Managing in a Global Environment

Social Responsibility and Managerial Ethics

Managers As Decision Makers

Managing Change and Innovation

Foundations of Planning

Strategic Management

Managerial Controls

Organisational Structure and Design

Managing Teams

Managing Human Resources

Understanding and Managing Individual Behaviour

Managers and Communication

Motivating Employees

Managers As Leaders

Filters