Deck 7: Operations Management and Quality

Question 1

ISO 9000 originated in Japan and has been accepted across Europe and North America.

Answer 1

False

Question 2

An assembly line is an example of a process layout.

Answer 2

False

Question 3

A PERT chart indicates the critical path, which reveals the least-costly path for project completion.

Answer 3

False

Question 4

A PERT chart indicates the critical path, which reveals the most time-consuming path for project completion.

Question 5

The ultimate goal for managers using PERT charts is to stay on schedule.

Question 6

ISO 9000 originally was an attempt to standardize materials received from suppliers in such high-technology industries as electronics, chemicals, and aviation.

Question 7

The relationship between business strategy and operations tends to vary widely between manufacturing companies and service firms.

Question 8

All of the following types of operations resources, if selected, should be compatible with a chosen operations capability: equipment, human resources, and production processes.

Question 9

A value chain includes an entire network of firms with the exception of those responsible for transportation.

Question 10

Operations competence can be built on _____.

A) flexibility
B) low cost
C) quality
D) all of these factors

Question 11

The critical path for completing a project reveals _____.

A) intangibility in resulting services
B) standardization among all products produced
C) the most time-consuming path for completion
D) the least expensive path for completion

Question 12

_____ stresses the use of standard and uniform components rather than new or different components.

A) Scheduling
B) Customization
C) Standardization
D) Inventory control

Question 13

Whereas goods are produced, services are _____.

A) processed
B) delivered
C) performed
D) implemented

Question 14

_____ is ensuring that a manufacturing firm's capacity slightly exceeds the normal demand for its product.

A) Measurement
B) Determination
C) Capacity planning
D) Plant restructure

Question 15

When considering a location for a manufacturing facility, which of the following do managers NOT necessarily have to consider?

A) proximity to raw materials and markets
B) availability of labor
C) energy and transportation costs
D) proximity to customers

Question 16

_____ is starting point for total quality management.

A) Supply chain management
B) The desire for continuously improving processes and products
C) Performance management
D) Quality ownership

Question 17

Which of the following best describes ISO 9000?

A) the concept that all employees are valuable contributors to a firm's business, and should be entrusted with decisions regarding their work
B) the redesigning of business processes to improve performance, quality, and productivity
C) a program certifying that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization
D) a certification program attesting to the fact that a factory, laboratory, or office has improved environmental performance

Question 18

ISO 9000 originated in _____ to standardize materials received from suppliers in such high-technology industries as electronics, chemicals, and aviation.

A) United States
B) Europe
C) Asia
D) Australia

Question 19

Which of the following best describes ISO 14000?

A) the concept that all employees are valuable contributors to a firm's business, and should be entrusted with decisions regarding their work
B) a certification program attesting to the fact that a factory, laboratory, or office has improved environmental performance
C) a certification program attesting to the fact that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization
D) none of the above

Question 20

Which of the following is/are components of ISO 14000?

A) development of an environmental management system
B) identification, treatment, and disposal of hazardous waste
C) pollution management
D) all of the above

Question 21

ISO 14000 requires that firms develop a(n) _____.

A) internal control system
B) policy toward pollution management
C) environmental management system
D) B and C

Question 22

_____ focuses on radical redesign of processes to achieve dramatic improvements as measured by cost, quality, service, and speed.

A) ISO 9000
B) Business process reengineering
C) Total quality management
D) ISO 9000:2000

Question 23

Which of the following best describes business process reengineering?

A) the redesigning of business processes to improve performance, quality, and productivity
B) as program certifying that a factory, laboratory, or office has met the quality management standards of the International Organization for Standardization
C) the principle of looking at the supply chain as a whole in order to improve the overall flow through the system
D) a program certifying that a factory, laboratory, or office has developed pollution-control standards

Question 24

Which of the following best describes supply chain management?

A) the principle of looking at the supply chain as a whole in order to improve the overall flow through the system
B) limiting the number of a company's suppliers
C) removing wholesalers and retailers from the distribution network in an attempt to gain better customer service
D) none of the above

Question 25

A make-to-order shop is also called a(n) _____.

A) custom shop
B) job shop
C) incremental shop
D) seam shop

Question 26

What does a PERT chart reveal?

A) the critical path for completing a project
B) the least-expensive path for completing a project
C) the number of workers needed for completing a project
D) the hours required by management to complete a project

Question 27

Operations control includes _____.

A) materials management
B) comparing production results with detailed plans
C) ensuring that products meet specific standards
D) all of the above

Question 28

Which of the following is true regarding quality management?

A) TQM focuses on production to ensure that products are produced according to specifications.
B) In controlling for quality, managers should establish specific standards and measurements.
C) Because it sets the tone for everything that follows, planning for quality is the most important stage in quality management.
D) TQM is sometimes called quality insurance.

Question 29

The driving force behind all business activity is _____.

A) quality
B) methods planning
C) scheduling
D) customers

Question 30

Which of the following is NOT considered a part of total quality management?

A) Planning for quality
B) Advertising for quality
C) Organizing for quality
D) Directing for quality

Question 31

Describe a process layout.

Question 32

Describe a product layout.

Question 33

What is meant by the critical path as revealed in a PERT chart?

Question 34

Define TQM.

Question 35

What factors influence location decisions for goods-producing operations?

Question 36

How does capacity planning differ between goods and service operations?

Question 37

Explain the PERT chart.

Question 38

What types of utility are provided through Norcal's production process?

Question 39

On what type of operations process does Norcal rely?

Question 40

What factors might be considered in Norcal's location planning?

Question 41

How has Norcal helped the vineyards improve process flows?

Question 42

Is being timely more important in a high-contact system than in a low-contact system?

Question 43

Give an example of a low-contact service transaction in which timeliness is extremely important.

Question 44

How can timeliness affect a business's strategy?

Question 45

How does timeliness affect process improvements and reengineering?