BA 10 - Production and Quality - Spring 2001

BA 10 - Production and Quality - Spring 2001 - Pgopuc-noro...

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Unformatted text preview: Pgopuc-noro AND Gum.th SPRimu 2004. BA-1O Sp 2001 Mod 2 1. We making baked goods using an oven, and we have adopted Statistical Process Control 2. antact”. These would best match (mpwtz'ueél) with the terms used in class: Turn down (SPC) to manage the process. We have a target temperature of 375 degrees F. and have calculated the Upper Control limit as 390°. We have invested in a very sensitive and highly accurate digital thermometer and three successive readings are: 383°, 385°, 387° F. We shOuld do all except which of the following: the oven so that it stays within the UCL—LCL boundary b. Do nothing because the readings are within the boundaries c. Avoid “over-controlling” the process d. Continue to take measurements [Dgflim/t] The text classifies customer service activities as “high contact" and “low Front of house, back office b. Back office, front of house c. High degree of customization, low customization d. Low degree of customization, high customization 3. Some cities and counties attract industry by the creation of“industrial parks” which are likely to provide: a. Pre-approved zoning b. Utilities in place c. Transportation (shipping facilities) @ All ofthe above You have a piece of red cloth, and cut it into the shapes required to make a baseball cap. 3. 6. You have added value and created: ._ a Form utility Possession unlity c. Place utility d. Time utility Which of the following is not usually seen as one of the general rules for achieving Quality? a. Avoid variation in procedure b. Avoid complexity c. Buy only the best parts dz' Avoid waits by products and people means to attack the cause of the most- means to address the problems that can be fixed In Total Quality Management frequent problems first, and most easily. a. The important many, the vital few b. The vital few, the important many ’;.\ Pick the low—hanging fruit, slay the dragons d; Slay the dragons, pick the low-hanging fruit BA-10 Sp 2001 Mod 2 The following questions “ref—61 to the PERT chart above with the following values: A=4.B=8.C=2,D=1,E=3,F=1,G=3,H=2 (hours) 7. For this project, what is the Critical Path? 3. A. C. F. H. End 3 A. D. F. G. End ‘7 A. B. G. End T d. A. c. F. G. End 23 e. A. E. F. G. End (1_ 8. What’s the minimum time for completion of the process? 20 hours __ ’b...» 15 hours / c. 11 hours d. 8 hours e. 4 hours 9. After the process is started, and we are at the beginning of hour 5 of production. it is determined that process D could benefit from a one-hour delay for machine maintenance. can we do this without changing the minimum completion time? 1.. a) Yes D. No 0. Can‘t tell from information given 10. A way is found to speed up the process at H so it now only takes 1 hour. Does this shorten the minimum time for the process? a.“ Yes .. b“: No. there is already slack at H '6." No, H is constrained by G d. Can't tell from information given 11. [ChallenginglA new machine would do processes C. D and E together. but would take 4 hours for the new combined step. If the firrn’s goal is to complete the process as quickly as possible, is this worthwhile? a. Yes No 3 BA-1O Sp 2001 Mod 2 12. Alth0ugh the service sector of the US economy accounts for about 1.5 times the output (of the manufacturing sector: @ The number of people employed in manufacturing is much smaller than the number of people employed in services b. The number of people who work in manufacturing is much larger than the number of people who work in services c. The number of people who work in services and the number of people who work in manufacturing are about equal cl. Employment in the services sector has leveled off and has been stable during the last few years 13. The “80/20” rule is also known as: a. Ishikawa’s axiom b. juran’s postulate Deming’s maxim o The Pareto Principle 14. Nextbus is an Emeryville, CA, firm which uses GPS and cell phone service to provide billboards at bus stops that announce the estimated arrival time of buses. If AC transit decided to spend the approximately $6,700 per bus this system costs, this would be an egample of which of Garvin’s “Eight Dimensions onuality”? (“all Features Durability c. Conformance d. Performance 15. Good quality management for service operations identifies Routine and ExceptiOn transactions and then: a. Trains staff to recognize Exceptions b. Sets up service procedures to manage the Exceptions _c. Makes sure the exceptions don’t OCCur again (Cd?) A and B are correct ‘-__.z ' e. A and C are correct 16. A common saying in Semces Management is, “What customers want is a rem/t not a rrflmd.” According to this saying, if you were running a service operation, which of the following would be most likely to lead to satisfied customers: a. Training from line workers b. Empowering front line workers to issue cash refunds on the spot c. Empowering front line workers to use initiative to remedy problems dk A and B are correct (we. A and C are correct BA-1O Sp 2001 Mod 2 17. Services operations always suffer from “Lumpy demand”; according to lecture this means: at As compared with manufacturing tangible goods, service operations cannot rely on an even rate ofinput b. Some customers are more demanding than other customers who are more pleasant c. Customers tend to demand service at peak times of day d. A and B are correct é. A and C are correct ‘--._-¥' 18. Experts in services operations identify two types of services as the least efficient (i.e., not—recommended): 6:) Mass service, service job-shop b. Mass service, service factory _ c. Professional service, service job—shoP " Professional service, service Factory 19. [Dgflrult] Queuing Theory shows us that: fa. No matter how many servers you put on duty, a line will always form (’10 It is possible to avoid lines, but only at the cost of having some servers idle some of W, the time c.“ It is impossible to predict whether or not a line (queue) will form d. It is impossible to estimate the average queue length 20. The Navy is conducting a review of collisions and near-misses involving all of its craft. This is which part of the TQM (“Total Quality Management”) process? ' . Continuous improvement Things gone right / things gone wrong c. Flow charm'ng d. Benchmarking e. Re-engineering 21. A stunning observation at the start of the “Total Quality Management” (TQM) movement was that medieval craftsman seemed to make better violins and other musmal instruments than modern manufacturing plants. According to lecture, the most likely reason is that the craftsmen: :1. Had better tools b. Had religious or spiritual motivation InsPected their own work in progress idi/ Had inspectors “at the end of the line” 22. Site selection used to be driven largely by access to natural resources. However, now firms are increasingly likely to consider: a. Tax incentives bi Litigation environment for product liability and workmens compensation c. Recreational opportunities and other “quality of life” issues For employees All of the above 5 BA-1O Sp 2001 Mod 2 23. The use of integrated softwue to manage a firm's production planning is called: ERP Enterprise Resource Planning . PERT Program evaluation and Review c. GANTT General and Numeric Task Technology d. TQM Total Quality Management 24. Which of the following is true about “bottlenecks” in a factory process involving many different machine steps? a. If you eliminate one bottleneck, a bottleneck is likely to exist elsewhere in the system b. Only badly designed systems have bottlenecks C. You cannot avoid bottlenecks unless all machines run at exactly the same rate, which is unlikely d A and B are correct A and C are correct 25. Which of the following is not a reason why “Inventory is Evil” as applied to Finished Goods Inventory? a. The possibility of“spoilage” during storing The possibility of obsolescence—the goods are no longer needed Cg.) Finished goods in inventory provide availability to Customers cl. The cost of holding inventory 26. Qne of the Following is not true about the “Virtual Corporation”: ’ '1 Highly vertically integrated Focuses on customer needs, rather than products Manages information Moves quickly to respond to changes in demand A\ 0.0 c—Q 27. Production processes that lie along the “Efficient Diagonal” match the process to: a. Product maturity or newness b. The quantity of product desired (likely to sell) ck The cost per unit of production ,7 All of the above 28. The Quality Management technique most likely to be used to identify cause-and—effect relationships is: a. Pareto Chart b. Statistical Control Chart ((2. _ Fishbone diagram \El: Flow chart BA-1O Sp 2001 Mod 2 6 29. Amazon delights its customers in many ways and it does a careful “error analysis” of failed searches, for example when it found that many customer type in: “Pokeman” and doesn’t find “Pokemon”. Amazon then: a. Sends the customer a free toy b. Sends the customer a gift certificate c. Gets Pokeman toys in stock as quickly as possible Reprogrammed the site to redirect customers to the correctly spelled items 30. Electronic Manufacturing Service (EMS) firms enable computer companies to outmurce a lot of production. According to a recent article in THE ECONOMIST, EMS firms are likely to provide all except which of the following to their customer firms? a. Build prototypes CE) Loan operating capital to their customer firms c. Buy components on behalfofcustomer firms d. Arrange for repair services 31. This is version B; bubble in -B- for this question zmdwrite “B” in the identification section of your Scantron. If you do not answer this quartion,}0u [are tbepoz'm‘. ...
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BA 10 - Production and Quality - Spring 2001 - Pgopuc-noro...

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