Deck 18: Waiting-Line Analysis

Question 1

Cycle time is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Answer 1

Speed

Question 2

There are four main kinds of performance standard. Determine which is being described: measure that is set arbitrarily to reflect some level of performance regarded as appropriate is a:

A) Historical standard
B) Target performance standard
C) Competitor performance standard
D) Absolute performance standard

Answer 2

Target performance standard

Question 3

Performance measurement is a prerequisite for improvement.

Answer 3

True

Question 4

The many types of benchmarking do NOT include:

A) Performance benchmarking
B) Internal benchmarking
C) Competitive benchmarking
D) Purchaser-pays benchmarking

Question 5

Time to change schedules is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 6

Warranty claims is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 7

Average batch size is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 8

Average lateness of order is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 9

Is abrupt and volatile change more typical of breakthrough improvement or continuous improvement.

A) Breakthrough improvement
B) Continuous improvement

Question 10

Scrap level is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 11

Order lead time is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 12

If change is gradual and constant is this more typical of breakthrough improvement or continuous improvement?

A) Breakthrough improvement
B) Continuous improvement

Question 13

Cause and Effect Diagrams are also known as:

A) Quality loss charts
B) Quality function deployment models
C) Target specification graphs
D) Taguchi diagrams
E) Fishbone diagrams

Question 14

There are four main kinds of performance standard. Determine which is being described: a measure of whether the operation is getting better or worse over time is a:

A) Historical standard
B) Target performance standard
C) Competitor performance standard
D) Absolute performance standard

Question 15

Which of the following may be considered a weakness of historical performance standards?

A) They give no indication as to whether performance is satisfactory.
B) They give no indication as to relative improvements in performance.

Question 16

Efficiency is a measure of:

A) Quality
B) Speed
C) Dependability
D) Flexibility
E) Cost

Question 17

There are four main kinds of performance standard. Determine which is being described: a measure that takes the standard to its theoretical limits is a:

A) Historical standard
B) Target performance standard
C) Competitor performance standard
D) Absolute performance standard

Question 18

Absolute performance standards are often not achievable in practice.

Question 19

There are four main kinds of performance standard. Determine which is being described: a measure that relates an operation's performance to its competitive ability in the marketplace is a:

A) Historical standard
B) Target performance standard
C) Competitor performance standard
D) Absolute performance standard

Question 20

An input-output analysis does NOT include the following step:

A) Identifying the destination of outputs
B) Identifying the source of inputs
C) Identifying connections between the two sets of data
D) Clarifying the requirements of internal customers served by the process outputs

Question 21

Which of the following is true of breakthrough improvement?

A) Small steps
B) Continuous timeframe
C) Un-dramatic changes
D) Effort orientation on technology

Question 22

Which of the following is NOT noted as an advantage of Deming's approach to total quality management?

A) Emphasises the role of statistical and quantitative methods.
B) Recognises the differences in contexts of Japan and North America.
C) Leadership and motivation are recognised as important.
D) Strong emphasis on the importance of people and participation in the problem-solving process.

Question 23

Benchmarking can be done quickly and easily.

Question 24

Which of the following is true of continuous improvement?

A) Results for profit evaluation
B) Individualism
C) Concentrated risks
D) Effort orientation focused on people

Question 25

The PDCA Cycle is an example of:

A) A statistical process control cycle
B) A staff motivation cycle
C) A product quality assessment cycle
D) An improvement cycle

Question 26

Scrap level is a typical partial measure of which performance objective?

A) Quality
B) Dependability
C) Speed
D) Cost

Question 27

Which type of diagram helps to distinguish between what is important and what is less so for solving problems?

A) Cause-effect diagrams
B) Scatter diagrams
C) Input-output diagrams
D) Pareto diagrams

Question 28

Which of the following techniques is particularly useful for helping to search for the origins of problems?

A) Scatter diagrams
B) Cause-effect diagrams
C) Diagnostic tools
D) Causal models

Question 29

Labour productivity is a typical partial measure of which performance objective?

A) Quality
B) Flexibility
C) Cost
D) Speed

Question 30

Which of the following is NOT a criticism levelled at Business Process Re-engineering?

A) It fails to look at the people who perform activities.
B) It can lead to the loss of an essential core of experience.
C) It only focuses on incremental improvement.
D) It is merely an excuse for getting rid of employees.

Question 31

What is the name of the zone where factors are important to customers, but performance is below that of competitors?

A) Delivery
B) Urgent action
C) Excess
D) Improve

Question 32

Which of the following partial measures of performance does NOT relate to the cost objective?

A) Labour productivity
B) Cycle time
C) Utilisation of resources
D) Efficiency

Question 33

Which of the following is NOT noted as a disadvantage of Deming's approach to total quality management?

A) Does not treat situations that are political or coercive.
B) The approach to leadership and motivation is seen by some as idiosyncratic.
C) Action plan and methodological principles are sometimes vague.
D) Some of his problem-solving methods are seen as simplistic.

Question 34

Which of the following is an example of benchmarking?

A) An online retailer of computer accessories comparing the way it organises its warehouse with an online retailer of books.
B) A dishwasher manufacturer comparing the energy efficiency of its own products against competitors.
C) A hotel chain comparing room cleaning times in all its hotels.
D) All of the above.

Question 35

Which of the following partial measures of performance is concerned with the speed of performance objective?

A) Time to change schedules
B) Order lead time
C) Percentage of orders delivered late
D) Average batch size

Question 36

Which of the following is a common misunderstanding about benchmarking?

A) It only provides information, not answers.
B) It is often time-consuming and labour intensive.
C) It is a one-off project.
D) It is a process of learning rather than copying.

Question 37

One type of analysis starts by stating the problem and asking why the problem has occurred. These problems are then in turn examined to discover why they occur. What type of analysis is
Being described?

A) Why-How
B) Why-When
C) What-Why
D) Why-Why

Question 38

A prerequisite for benchmarking success is to thoroughly understand the processes of your
competitors' feedback.