Exam 18: Managing Service and Manufacturing Operations

In terms of service quality characteristics,which of the following terms can be used to describe a major newspaper that provides news of interest to its readers,consistently at the same time and place daily?

Rhett Butler Trucking is a viable bulk carrier providing just-in-time (JIT)transportation for both chemical and dry bulk products throughout the United States and into Canada.Which of the following makes an accurate statement about the companies that use this transport carrier?

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?

Eleanor is deciding between two spas to schedule a massage,facial,and pedicure.What will she base her decision on?

What do studies clearly show customers care more about than anything else when buying services?

Pamela makes cloth dolls,which she sells to friends and relatives.She has more than 200 m of fabric,100 m of ribbon,a box of 500 wiggle eyes,stuffing,20 dolls in various stages of completion,and 15 completed dolls.Which of the following terms best describes this list of items?

Which of the following is one of the principles that characterize TQM?

Define the two common measures of productivity used by managers.Specify the circumstances under which each should be used.

Manufacturing operations are classified according to the depth of their inventory stock.

Mass distributors lower prices substantially to sell increased volumes of hardware products.What costs would hardware stores have to manage when maintaining larger-than-needed inventories by including them as overhead?

Narrative 18-1 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 the Narrative 18-1.In every Hyundai factory,hundreds of wall charts track the number of times and the degree to which a process has produced parts that differ meaningfully from the quality standards for those parts.What is the company measuring to maintain quality?

A company that embroiders T-shirts,baseball caps,and backpacks uses 15,000 plain T-shirts annually.The optimal order quantity is 500 shirts.The company embroiders about 150 shirts daily.Which calculations would indicate that the company should place an order approximately every three days?

It costs 10 times as much to find a new customer as it does to keep an existing customer.

Raquel is the new CEO of a technology company.Raquel has changed the focus of the company from pure profit orientation to a customer orientation.Each employee,regardless of their position in the company,conducts their tasks with the customer's needs in mind.What has Raquel brought to this company?

Which of the following is a benefit that companies gain by empowering service workers for service recovery?

What are the three key parts of materials requirement planning (MRP)?

Total quality management (TQM)is an integrated organization-wide strategy for improving product and service quality.

What measure of performance indicates how many inputs it takes to produce or create an output?

Which type of operation is most dependent on the accuracy of sales forecasts?

Which quality characteristic can be applied to both goods and services?