Exam 11: Managing Operations

Proprietary company information that is critical to a company's efficient and effective functioning and competitiveness is called ________.

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 Dillon tells the audience that firms, such as their client Rockwell Collins, have found that successful quality management programs tend to rely on two important approaches, cross-functional work teams and ________.

'Accuracy' is the service quality dimension described by 'performed correctly each time'.

Operations Management Celeste had been asked to attend training in operations management.Her background and training had previously been in accounting, but with the reorganisation looming, it was either learn a new skill or be made redundant.She was actually looking forward to the training.She felt her background with numbers should prove valuable in operations management, but she admitted that she knew little about the field.Until now, she had been in a support staff function and had little feel for how their product went from raw materials to finished product.Celeste's first class would be tonight at the Australian Institute of Management and she was excited about the opportunity. -Refer to Operations Management (Scenario).Celeste must remember that productivity is a composite of ________ variables.

According to the textbook, 'innovation' is the key description of job design in a value chain organisation.

Deming believed that managers were the primary source of increased productivity.

In a short essay, list and discuss the six main requirements of successful value chain management.

Which of the following service quality dimensions is described by 'performed correctly each time'?

Which of the following is NOT one of Deming's 14 Points for Improving Management's Productivity?

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).Having been assigned to help Mr Tate bring new plants into compliance with ISO 9000 standards, Steve asks Mr Tate whether there are many firms that have achieved ISO 9000 certification.Mr Tate tells Steve that according to most recent figures he'd seen, the number of registered sites is over ________.

'Value chain management' is the process of managing the entire sequence of integrated activities and information about product flows along the entire value chain.

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 Deming points was Bob's company violating concerning their view of planning?

The importance of leadership to value chain management is plain and simple - successful value chain management ________.

________ is the process of managing the entire sequence of integrated activities and information about product flows along the entire value chain.

Operations Management Celeste had been asked to attend training in operations management.Her background and training had previously been in accounting, but with the reorganisation looming, it was either learn a new skill or be made redundant.She was actually looking forward to the training.She felt her background with numbers should prove valuable in operations management, but she admitted that she knew little about the field.Until now, she had been in a support staff function and had little feel for how their product went from raw materials to finished product.Celeste's first class would be tonight at the Australian Institute of Management and she was excited about the opportunity. -Refer to Operations Management (Scenario).On the first night of class, Celeste learned that the central focus of 'operations management' was ________.

All of the following are dimensions of product quality EXCEPT ________.

If a local bakery and cafe bakes bread and cakes for both retail and wholesale sale and also runs a cafe where you can get breakfast, lunch or morning or afternoon teas it would be considered to be ________.

Which of the following product quality dimensions is described as 'matching with pre-established standards'?

The Six Sigma standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.

Operations Management Celeste had been asked to attend training in operations management.Her background and training had previously been in accounting, but with the reorganisation looming, it was either learn a new skill or be made redundant.She was actually looking forward to the training.She felt her background with numbers should prove valuable in operations management, but she admitted that she knew little about the field.Until now, she had been in a support staff function and had little feel for how their product went from raw materials to finished product.Celeste's first class would be tonight at the Australian Institute of Management and she was excited about the opportunity. -Refer to Operations Management (Scenario).Until now, Celeste had thought more about 'profitability' than 'productivity'.She found it hard to remember that the formula for productivity was 'the overall output of goods and services produced ________ the inputs needed to generate that output'.