Question 1

Dell computers and travel agent services are examples of _____ goods and services.

Accepted Answer

A)  Custom 
B)  Option 
C)  Standard 
D)  processed 
A)  Custom 
B)  Option 
C)  Standard 
D)  processed B

Question 2

The Department of Motor Vehicle (DMV) testing center has ten (10) testers who test 75 drivers per day. What would the implied service rate need to be in order to achieve 85% utilization?

Accepted Answer

A)  Less than 5 drivers per day per tester 
B)  More than 5 but less than or equal to 10 drivers per day per tester 
C)  More than 10 but less than or equal to 15 drivers per day per tester 
D)  More than 15 but less than or equal to 20 drivers per day per tester 
A)  Less than 5 drivers per day per tester 
B)  More than 5 but less than or equal to 10 drivers per day per tester 
C)  More than 10 but less than or equal to 15 drivers per day per tester 
D)  More than 15 but less than or equal to 20 drivers per day per tester B

Question 3

Service-positioning matrix is a model that describes the alignment of process choice with the characteristics of the manufactured good.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following type of process is most likely to be used by a manufacturing firm that produces a standardized product, not made of discrete parts, with little to no customization, and has a high volume of demand?

Accepted Answer

A)  Project 
B)  Job shop 
C)  Flow shop 
D)  Continuous flow 
A)  Project 
B)  Job shop 
C)  Flow shop 
D)  Continuous flow

Question 5

In a customer-routed service, customers follow a very small number of possible and predetermined pathways through the service system.

Accepted Answer

A) True 
 B)False

Question 6

The Department of Motor Vehicle (DMV) testing center has six (6) testers who test 50 drivers in total per day. Each tester can test ten (10) drivers per day. What is the center's utilization?

Accepted Answer

A)  More than 60% but less than or equal to 70% 
B)  More than 70% but less than or equal to 80% 
C)  More than 80% but less than or equal to 90% 
D)  More than 90 percent 
A)  More than 60% but less than or equal to 70% 
B)  More than 70% but less than or equal to 80% 
C)  More than 80% but less than or equal to 90% 
D)  More than 90 percent

Question 7

A manufacturing firm produces a few standardized products in high volumes in a fixed processing sequence that operates 24 hours a day and 7 days a week. The forecast of volume is reasonably accurate. The firm is most likely to use the _____ process.

Accepted Answer

A)  project 
B)  job shop 
C)  flow shop 
D)  continuous flow 
A)  project 
B)  job shop 
C)  flow shop 
D)  continuous flow

Question 8

In service operations, significant volume increases can and frequently are made without changes in the service process, as would be expected in manufacturing.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is NOT a major activity in designing a goods-producing or service-providing process?

Accepted Answer

A)  Utilizing reengineering methods 
B)  Designing value street map for the current process 
C)  Developing process performance criteria 
D)  Defining appropriate performance measures 
A)  Utilizing reengineering methods 
B)  Designing value street map for the current process 
C)  Developing process performance criteria 
D)  Defining appropriate performance measures

Question 10

Explain the relationship between custom, option, and standard goods and services as they relate to project, job shop, flow shop, and continuous flow processes.

Accepted Answer

Custom goods or services require job sho

Question 11

Compare and contrast a product-process matrix with a service-positioning matrix.

Accepted Answer

The goods-producing product-process matr

Question 12

Explain how a product's life cycle has important implications in terms of process design and choice.

Accepted Answer

A product life cycle is a characterizati

Question 13

Give three examples of goods or services associated with each of the process types: project, job shop, flow shop, and continuous flow.

Accepted Answer

The answer of Give three examples of goods or services...

Question 14

Configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set are called make-to-order goods and services.

Accepted Answer

A) True 
 B)False

Question 15

Service facilities have a greater range of resource utilization than manufacturing.

Accepted Answer

A) True 
 B)False

Question 16

A custom machine shop is able to process 25 orders per day. The average processing time is 4 days. What is the average number of orders that are in process at any time?

Accepted Answer

A)  Less than 50 
B)  More than 50 but less than or equal to 100 
C)  More than 100 but less than or equal to 150 
D)  More than 150 but less than or equal to 200 
A)  Less than 50 
B)  More than 50 but less than or equal to 100 
C)  More than 100 but less than or equal to 150 
D)  More than 150 but less than or equal to 200

Question 17

An accounting firm specializing in standard EZ tax returns filed online with a similar sequence of steps is best described as what type of process?

Accepted Answer

A)  Project 
B)  Job shop 
C)  Flow shop 
D)  Continuous flow 
A)  Project 
B)  Job shop 
C)  Flow shop 
D)  Continuous flow

Question 18

A car rental company at a major airport has 70% of its fleet of 200 cars rented each day on average. Cars are rented for an average of 4 days. How many rentals are processed each day on average?

Accepted Answer

A)  Less than 50 cars per day 
B)  More than 50 but less than or equal to 100 cars per day 
C)  More than 100 but less than or equal to 150 cars per day 
D)  More than 150 but less than or equal to 200 cars per day 
A)  Less than 50 cars per day 
B)  More than 50 but less than or equal to 100 cars per day 
C)  More than 100 but less than or equal to 150 cars per day 
D)  More than 150 but less than or equal to 200 cars per day

Question 19

A company is able to process 100 customer statements (bills) per day per processing clerk. It has 250 customer statements to process per day. How many full-time processing clerks are needed if the company wants a processing-clerk utilization rate as close to 0.80 as possible?

Accepted Answer

A)  Two 
B)  Three 
C)  Four 
D)  Five 
A)  Two 
B)  Three 
C)  Four 
D)  Five

Question 20

Ships, weddings, and estate planning are examples of _____ goods and services.

Accepted Answer

A)  make-to-order 
B)  assemble-to-order 
C)  make-to-stock 
D)  continuous flow 
A)  make-to-order 
B)  assemble-to-order 
C)  make-to-stock 
D)  continuous flow

Exam 7: Process Selection, Design, and Analysis

Dell computers and travel agent services are examples of _____ goods and services.

The Department of Motor Vehicle (DMV) testing center has ten (10) testers who test 75 drivers per day. What would the implied service rate need to be in order to achieve 85% utilization?

Service-positioning matrix is a model that describes the alignment of process choice with the characteristics of the manufactured good.

Which of the following type of process is most likely to be used by a manufacturing firm that produces a standardized product, not made of discrete parts, with little to no customization, and has a high volume of demand?

In a customer-routed service, customers follow a very small number of possible and predetermined pathways through the service system.

The Department of Motor Vehicle (DMV) testing center has six (6) testers who test 50 drivers in total per day. Each tester can test ten (10) drivers per day. What is the center's utilization?

A manufacturing firm produces a few standardized products in high volumes in a fixed processing sequence that operates 24 hours a day and 7 days a week. The forecast of volume is reasonably accurate. The firm is most likely to use the _____ process.

In service operations, significant volume increases can and frequently are made without changes in the service process, as would be expected in manufacturing.

Which of the following is NOT a major activity in designing a goods-producing or service-providing process?

Explain the relationship between custom, option, and standard goods and services as they relate to project, job shop, flow shop, and continuous flow processes.

Compare and contrast a product-process matrix with a service-positioning matrix.

Explain how a product's life cycle has important implications in terms of process design and choice.

Give three examples of goods or services associated with each of the process types: project, job shop, flow shop, and continuous flow.

Configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set are called make-to-order goods and services.

Service facilities have a greater range of resource utilization than manufacturing.

A custom machine shop is able to process 25 orders per day. The average processing time is 4 days. What is the average number of orders that are in process at any time?

An accounting firm specializing in standard EZ tax returns filed online with a similar sequence of steps is best described as what type of process?

A car rental company at a major airport has 70% of its fleet of 200 cars rented each day on average. Cars are rented for an average of 4 days. How many rentals are processed each day on average?

A company is able to process 100 customer statements (bills) per day per processing clerk. It has 250 customer statements to process per day. How many full-time processing clerks are needed if the company wants a processing-clerk utilization rate as close to 0.80 as possible?

Ships, weddings, and estate planning are examples of _____ goods and services.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Facility and Work Designs

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Appendix: Quality Management

Quality Control and Spc

Appendix: Queuing Analysis

Appendix: Modeling Using Linear Programming

Lean Operating Systems

Appendix: Simulation

Project Management

Appendix: Decision Analysis

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