BA 10 - Production and Quality - Spring 2002 - Robinson

BA 10 - Production and Quality - Spring 2002 - Robinson - ....

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O:_< 03m 33: Um: :am 0: r3. , _ $8 I K l l l l l _ mnn .mmnmm coaurmqmi co: m a” 353 mcmgm04 flmwd m m P Jooznzom . q 20. u mesurmon A 7 l l ‘ .mx>§urm a m. .h. .u m wmwwmq U>4m IOCI 80 30 7 , 2 3 CA 7C . _ , O l 4 8 3 l 2 B k . , , L90; ,8: . _ , i ‘ O /a .3 9 4 ,l a . : : : : 1 2 10¢ _AA 1. A criticism of the international standard of quality, 180 9000, is that it amounts to “write down what you do—and then do what you write down.” This results No reward for innovation and delighting customers b. A system which is not recognized in the US c. Excessive “inbound inspection” by customers cl. None of the above 2_. We decide to apply “Total Quality Management” to the problem that Wheeler Auditorium is hot, stuny and uncomfortable. We would do all except which one of the following? a. Opt For a quick fix, opening the doors between classes, an example of“pick the low hanging fruit.” b. Measure the effect of each improvement we make and keep accurate records. c. Involve the senior management of the university. When we have solved the problem, congratulate ourselves on a “job well— done” and go back to business as usual. In a Pareto chart, the category “All other" goes to the right OF the histogram by convention. Which of the Following is true? - a. The “All other” category should be small, but not necessarily the lowest bar on the I chart If the “All other” category is as large as the first or second error cause, we’ve probably overlooked a major cause of errors which shOuld be dOCumented and 1 labeled separately c._ The “All other” category should be zero when the chart is done right. A and B are true e. B and C are true {)4 4. The “80/20” rule that 80 per cent of errors come From only 20 percent of causes is best shown by: Pareto chart b. Fishbone diagram c. Flow chart d. Statistical process control (SPC) chart 5. It a manufacturing firm chooses a process which does not lie on “The Efficient Diagonal” which of the following is likely to be true? (a The Firm will make just the right quantity ofgoods b The firm’s cost per unit made will be high c. The goods will contain too many errors d. None ofthe above is true A dental laboratory makes porcelain crowns (caps for teeth), retainers and false teeth. Each order is different and the work flow is hard to predict each day. This is a good example of: a. A continuous flow process b. A production line c. A batch process "d. A job shop 7. Two types of service operations are considered to be the most efficient, Professional Services and: a. ' Service factory b. Service job shop c. Service continuous flow d. Mass service 8. l\-’[anagers who run service operations have to deal with many different customer requests. They should identify routine transactions and exceptions, and then: '1 Eliminate all routine transactions b. Eliminate all exceptions he. Develop routinesto handle exceptions d. Develop new exceptions 9. According to the Reader article (chapter) on Total Quality Management tools, a completed Fishbone diagram (Or Ishikawa diagram) relies on people who know about the process to group causes together. \Wiich ofthe following is most true? a. .\lost charts are made by large teams ofpeople and no one person has the I? ' information on the causes ofall errors b. Only a Quality Control expert could possibly make these charts c._ Since Fishborie diagrams add no value, they aren’t actually used in firms d. A Fishbone diagram rarely gives a complete picture 10. An article on Amazon points out that, unlike mall stores, Internet retailers can better delight their customers by noting: a. The items that customers bought most often b. Items customers were. looking for, but did not find c. How many customers buy from them d. How much each customer spends 1 1. Many Cisco products are made by contract manufacturers and shipped directly to customers, leading the firm to be close to a “virtual corporation.” But Cisco still has three plants which make: High volume, market—leading products Goods branded with other firms’ names ' c. \V'ork for government contracts only d High—end equipment and prototypes The following questions refer to the PERT chart above with the following values: A=4,B:8,C:2,D=4,E:1,F:1,G=4,H:1 Weeks 12. 13, 714. 10. 17. What’s the minimum time for completion of the process? a. 7 weeks b. 8 weeks I 1 g “.69; 6 '4l 9‘ cl 1?. weeks pHGlDl I\ 13 weeks R‘Q Sta“: " are a For this project, what is the Critical Path? A,D,F,G,E1d ‘ ‘3 ADFCl 9 e . A, B, End ll c. A, C, F, G, End ll Cl. A, E, F, H, End 7 \Vhat’s the soonest that task B can begin?> 21. Beginning of week 4 Beginning of week 5 c. End of week 5 Cl. End of week 8 Which is true? 21. There is 1 week ofslack at task F There are three weeks of slack at task (3 There are three weeks ofslack at task H dd. There is no slack at either G or H By buying pre-made parts, the firm can eliminate step B entirely. If the goal is to complete the process as quickly as possible, should they consider this? 1 Yes f’lxi No Due to weather delays, msk E is one week late in starting. Will this affect the completion date, all other things being the same? a. Yes No 18. 19. 20. 21. I In an article critical of “lean manufacturing” Oust in Time) james Surowiecki notes that while manufacturers like Dell have avoided uncertainties of demand, they’ve pushed the risks of manufacture on to: a. The government b, The logistics firms (9/ Their suppliers d. Their competitors Dell computer outsources the manufacture of CPU chips to Intel, because a. Chip manufacture is a “key success” factor for Dell b. Intel can likely make the chips cheaper than Dell cduld make its own c. Intel is tnore likely to come up with innovations in design than Dell fth A and B are true B and C are true _]lT (“just in time”) manufacturing implies that: a. Firms should encourage “safety stock” just in case b. Firms should keep their production lines going 24 / 7 (9 Firms should tolerate idle time on production lines d. Firms should make all parts inahouse The fraternity brothers responsible for staging the “Great Gatsby” evening have prepared a Gantt chart and are using it for project management in the preparation for this event. At a weekly review meeting, the pledge captain reports that only 1 of4 planned courtyard fountains has been made by the pledge class, and installed by the due date (“milestone”) called for in the G int: chart. What should the managers of the event do? I a. Ask the pledges to please hurry up With fOuntain Construction Consider buying presmade fountains c. Cancel the event and refund people’s ticket prices cl. Run advertisements saying that “Gatsby is more than courtyard fOuntains” Which is true of the “rate limiting step” in a cornplex process ofseveral manual ,j-tsps? ‘, ../ All such processes have a rate limiting step i You can eliminate the rate—limiting step c. The rate limiting step doesn’t apply to manual processes—only to factories d. None of the above is true 34*: \U" Modern site selection for factories considers the legal environment and the quality of life for employees. The traditional factors (say, before World War II) for site selection included all except which one of the following? 21. Access to transportation, such as rail lines Availability of raw materials, such as iron ore /cc ‘ Cheap,.wellseducated labor 7 d, / Tax rebates 24. Allof the Following are ways to handle “lumpy demand” in service industries—but one is m. Which one? a. Give customers appointments (6) Insist that back office tasks be completed in the presence of the customer c. Cross—train staff so more servers are available at peak times d. Identify the pattern ofpeak demand 25. Turning raw materials into finished goods creates (best answer): a. Possession utility b. Information utility c. Place utility (if) Form utility e. Time utility 26. US immunization schedules violate one rule ofTQM, which one? :1. Customers want a result, not a refund b. Waits don’t add value g;N Everything is a process Complexity is the enemy of quality 27, \X/hich of the follmving symbols is associated with a tier/nail in flow charting? A base cm 28. Many US companies did not adopt the Total Quality Management principle until the late 19805. Prior to that time, the prevailing beliefwas: a. US goods were inherently superior to goods made elsewhere b. ' Production line manufacturing was as good as medieval craftSmen Production line manufacturing was so cheap that it was easier just to replace ‘ defective goods d. There was no way to figure out the statistics that would help with process control 29. Sometimes afirm improves processes with the goal of becoming “best in class” and other times it completely changes the process. These techniques are known as: a. Benchmarking, Mass Customization ll}. Speeding up a process, Reengineering NO , c , _ . , c French-marking, Reengineering‘ I I exceptions d. bpeeding up a process, Mass Customization 30. This is version B; bubble in —B- for this question and write “13” ' ie identification section of your Scantron. [jg/0n do 1101 mun/er [bis qzieflianhyou [ie the palm. ...
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BA 10 - Production and Quality - Spring 2002 - Robinson - ....

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