Exam 3: Process Strategy

The common denominator for decisions on service processes is primarily customer contact.

A firm of four departments has the following trip matrix and current block plan of all departments: a.What is the weighted-distance score for the current layout? (Assume rectilinear distance and that the distance between departments A and B is one unit of distance. )b.What would be the weighted-distance score for the following layout?

Euclidean distance calculations are usually more realistic than rectilinear distance calculations when determining the walking distance between operations in a building.

Suppose that competitive priorities call for offering a wide variety of customized services.Which of the following process decisions would be more likely?

A department store chain is designing a layout for a new store.The store manager wants to provide as much convenience as possible for her customers.Based on historical data,the number of trips between departments per hour is given in the following closeness matrix.A block plan showing a preliminary layout is also shown. Customer travel between departments is restricted to the aisles shown in the block plan as dotted lines. CALCULATIONS TABLE a.What is the total expected weighted-distance score between Office Supplies and Hardware? b.What is the total weighted-distance score between Hardware and Toys? c.What is the total weighted-distance score for the entire store? d.A suggestion has been made to switch Hardware and Automotive.What would the total weighted-distance score for the entire store if these two departments were switched? e.Based on your calculations,would you recommend that Hardware and Toys be switched?

A continuous flow process is characterized by a high degree of job customization.

An entrepreneur considers three possibilities for the production of her new product.One alternative,a job process,would have fixed costs of $22,000 and a per unit cost of $11.63.The large batch option would have a fixed cost of $54,000 and a per unit cost of $8.82.The line process would have a fixed cost of $85,000 and a per unit cost of $7.33.Graph the total cost lines and determine over what range of output each production alternative is superior.

A moment of truth or service encounter is face-to-face interaction between the customer and a service provider.

One method for a factory to gain operational focus is to:

More fixed automation typically means:

________ automation can handle various products through programmability.

A job process has the highest level of customization of the process choices.

Capital intensive automation is appropriate for high and low volume operations.

Services that process possessions or information are more likely to be found in a front office instead of a back office.

Back offices typically emphasize:

Figure 3.1 The information systems and operations management department of a small college is now designing its layout for newly built office space.An overhead view of the available office space reveals the following (note: assume all locations are measured from center point to center point): -Use the information in Figure 3.1.What is the rectilinear distance between offices B and D?

Figure 3.1 The information systems and operations management department of a small college is now designing its layout for newly built office space.An overhead view of the available office space reveals the following (note: assume all locations are measured from center point to center point): -Use the information in Figure 3.1.What pair of locations has Euclidean and rectilinear distances that are identical?

Which of the following statements regarding resource flexibility is best?

List and briefly define four different basic types of manufacturing basic processes.

Comment on the need for flexibility in both the workforce and capital equipment.What process types and production situations require greater flexibility?