Deck 6: Operations Management

Question 1

The transformation process is more evident in service organizations than manufacturing organizations.

Answer 1

False

Question 2

IKEA offering well-designed products at substantially lower prices is part of their business model.

Answer 2

True

Question 3

Chipotle was able to speed up service by focusing on operations,which in turn provided new strengths for employees.

Answer 3

False

Question 4

Supply chain elements for a service include customers,information,transportation,and inventory.

Question 5

Operations management is focused on competitive priorities such as price.

Question 6

Value chain management features suppliers,distributors,and manufacturers collectively adding value to the overall process.

Question 7

Close relationships with customers lead to improved logistics.

Question 8

Air Canada using a new way of boarding Boeing Dreamliners is an example of value chain coordination.

Question 9

Value chain management is externally focused.

Question 10

Tim Horton's offering double lanes in drive-throughs is a cost saving measure.

Question 11

Improved procurement allows greater access to materials,services,and information.

Question 12

With services,production and consumption happen at the same time.

Question 13

The output of a taxi service is the movement of customers from one location to another.

Question 14

Department members in marketing producing new and innovative products are part of the transformation process.

Question 15

Hospitals using RFID as a way of reducing theft and loss is an example of value chain technology investment.

Question 16

Boeing's outsourcing of the manufacture of the Dreamliner is an example of value chain collaboration.

Question 17

Focusing on incoming materials and outgoing products is what makes value chain management effectiveness oriented.

Question 18

Suppliers have the most power in the value chain because of their ability to dictate prices and quality.

Question 19

Capacity and operational design are elements of facility management.

Question 20

To improve productivity,managers must focus on people instead of operations variables.

Question 21

Remote diagnostics are used by organizations to control costs.

Question 22

Employee reluctance to be flexible in their jobs is an organizational barrier that can impede successful value chain management.

Question 23

Slack time exists only on the critical path.

Question 24

A PERT network is a visual way to monitor a project's progress.

Question 25

Traditional functional job roles in marketing and customer service are integral to successful value chain management.

Question 26

Performance is one of the most important service quality dimensions.

Question 27

Sharing financial performance measures can be an important step in achieving quality.

Question 28

Converting raw materials into finished goods is a result of ________.

A)operations management
B)value chain management
C)the transformation process
D)supply chain management
E)competitive advantage

Question 29

Lean manufacturing is concerned with the timing and flow of parts while just-in-time production is ensuring that production is using very little excess inventory.

Question 30

Canadian lamb processors working with farmers to increase lamb production is an example of value chain leadership.

Question 31

The town of Ajax,Ontario is the first municipality in Ontario to use the Six Sigma quality standard.

Question 32

Technology will enable longer product life cycles and more variety and choices.

Question 33

The output of an extended warranty on a piece of equipment you purchased is ________.

A)peace of mind
B)a part of the product
C)consumer loyalty
D)a guarantee to repair or replace your product if it should break down

Question 34

An activity can have more than one predecessor.

Question 35

Which of the following is most likely to be the output of finance employees.

A)high rates of return on investments
B)new and innovative projects
C)well-trained employees
D)accounting reports

Question 36

Defect rate relates to the product quality conformance dimension.

Question 37

Which organizations transfer inputs into outputs?

A)manufacturing organizations only
B)service organizations only
C)manufacturing and service organizations
D)neither organization transfers inputs into outputs

Question 38

Cost,time,and scale make up the triple constraint.

Question 39

Which of the following can be both an output and an input for a product?

A)capital
B)materials
C)people
D)equipment

Question 40

Value chain partners have to ensure they do not trust each other too much.

Question 41

Boeing produces airplanes for Air Canada and other airlines.To passengers on an Air Canada flight,the Boeing Dreamliner is a (n)________.

A)service
B)product
C)intangible good
D)tangible service

Question 42

Enhanced customer order management is achieved due to which of the following value chain management activities?

A)acquiring needed resources
B)managing service and information
C)developing close relationships with customers
D)managing every step of the process

Question 43

Reducing supply chain risk often involves ________.

A)increased costs
B)decreased costs
C)decreased inventory
D)fewer suppliers

Question 44

Monitoring quality is associated with which supply chain management element?

A)customers
B)facilities
C)production
D)inventory
E)suppliers

Question 45

The Chipotle employee who ensures the supply of napkins and cutlery behind the counter is well stocked so that customers can be served promptly is also known as a(n)________.

A)expediter
B)linebacker
C)mise en place
D)ace in their place

Question 46

Value is influenced the most by ________.

A)suppliers
B)manufacturers
C)distributors
D)customers

Question 47

Price and quality is influenced the most by ________.

A)suppliers
B)manufacturers
C)distributors
D)customers

Question 48

Technology is associated with which supply chain management element?

A)production
B)information
C)suppliers
D)transportation
E)inventory

Question 49

Product availability is influenced the most by ________.

A)suppliers
B)manufacturers
C)distributors
D)customers

Question 50

Boeing produces airplanes for Air Canada and other airlines.To Air Canada,the Boeing Dreamliner is a (n)________.

A)service
B)product
C)intangible good
D)tangible service

Question 51

Forecasting demand is associated with which supply chain management element?

A)customers
B)inventory
C)suppliers
D)production
E)facilities

Question 52

Which of the following is a feature of a service?

A)It is tangible.
B)Ownership is transferred.
C)Quality can be measured by defects.
D)Production and consumption happen at the same time.

Question 53

________ is focused on incoming materials and outgoing products.

A)Operations management
B)Value chain management
C)Supply chain management
D)Logistics management

Question 54

Controlling quality is associated with which supply chain management element?

A)customers
B)facilities
C)production
D)inventory
E)suppliers

Question 55

Value chain management is ________ oriented and ________ oriented.

A)internally; effectiveness
B)externally; effectiveness
C)internally; efficiency
D)externally; efficiency

Question 56

A factory outlet store is an example of ________.

A)customers
B)facilities
C)production
D)inventory
E)suppliers

Question 57

Which of the following is a feature of a good?

A)delays are more challenging
B)it cannot be produced independently of the customer
C)it is experienced by the customer
D)it can be stored in inventory

Question 58

Scheduling is associated with which supply chain management element?

A)facilities
B)inventory
C)production
D)transportation
E)information

Question 59

A business model looks at profit generation from ________.

A)customers
B)products and services
C)strategies
D)supply chains

Question 60

Capacity is associated with which supply chain management element?

A)facilities
B)inventory
C)production
D)transportation
E)suppliers

Question 61

Which of these strategies would be ineffective at protecting a supply chain from disruption?

A)reducing suppliers
B)reducing inventory
C)reducing capacity
D)decreasing distance between locations

Question 62

A senior executive that indicates "if it ain't broke,don't fix it" is is an example of which obstacle to successful value chain management.

A)organizational barriers
B)cultural attitudes
C)required capabilities
D)people

Question 63

A management consultant charges rates that are prohibitive for many small businesses and associations.This is a problem with which service quality dimension?

A)timeliness
B)courtesy
C)consistency
D)convenience
E)completeness

Question 64

The Samsung Galaxy has a display that wraps around the side edges.Using your knowledge of product quality,which dimension is Samsung targeting?

A)durability
B)conformance
C)serviceability
D)performance
E)aesthetics

Question 65

Better demand forecasting is possible because of the relationship between ________.

A)manufacturers and suppliers
B)manufacturers and customers
C)suppliers and distributors
D)customers and distributors
E)customers and suppliers

Question 66

How can a company overcome a corporate culture bias against sharing proprietary information?

A)use of patents and trademarks
B)sharing only some information
C)hiding key capabilities
D)providing inaccurate information about processes

Question 67

Variability in service delivery relates most closely to which service quality dimension?

A)timeliness
B)courtesy
C)completeness
D)convenience
E)accuracy

Question 68

If Tim Horton's dedicated one drive-through lane to coffee purchases only and the other lane to all purchases,this would achieve which service quality dimension?

A)courtesy
B)completeness
C)consistency
D)convenience
E)accuracy

Question 69

Amazon uses robots in its warehouses to benefit from which requirement for successful value chain management?

A)technology investment
B)leadership
C)organizational processes
D)coordination and collaboration
E)employees / human resources

Question 70

The simplicity of design of Apple products applies to which dimension of product quality?

A)aesthetics
B)courtesy
C)features
D)flexibility
E)conformance

Question 71

The human resource requirement least associated with value chain success is ________.

A)job design
B)orientation
C)training
D)hiring

Question 72

Flexible employee behaviours most supportive of successful value chain management are ________.

A)working in teams
B)focusing on fewer tasks
C)communicating via social media
D)organizing social activities

Question 73

BMW's apprenticeship program is concerned most with ________.

A)technology investment
B)leadership
C)organizational processes
D)coordination and collaboration
E)employees / human resources

Question 74

Steve Jobs once said "Flash is the number one reason why Macs crash".Apple's original decision to prohibit Flash usage on their devices is related to which service quality dimension?

A)timeliness
B)courtesy
C)consistency
D)accuracy
E)convenience

Question 75

Employee privacy concerns are likely to be which type of obstacle to successful value chain management?

A)organizational barriers
B)cultural attitudes
C)required capabilities
D)people

Question 76

Apple's battery life decreases within the first year of use which indicates an issue in which product quality dimension?

A)conformance
B)perceived quality
C)performance
D)features
E)durability

Question 77

When Boeing decided to stop outsourcing some of the production of its Dreamliner airplane due to production issues,it was likely due to which of the obstacles to successful value chain management?

A)organizational barriers
B)cultural attitudes
C)required capabilities
D)people

Question 78

Apple's original decision not to enable Adobe Flash with their products is likely related most to which product quality dimension?

A)performance
B)perceived quality
C)serviceability
D)features
E)flexibility

Question 79

What is the biggest obstacle to successful value chain management in terms of the people working for an organization?

A)lack of time and energy
B)how they work
C)who they work with
D)why they work for the organization

Question 80

Why would value chain partners agree to something they don't value?

A)information sharing
B)open communication
C)collaboration
D)coordination
E)Customers value it.