Test 1 Fall 2010 - KEV BUS 370 — Fall 2010 — Test 1...

Unformatted text preview: KEV BUS 370 — Fall 2010 — Test 1 Directions: Fill in your name and student ID. Shade the corresponding letters and numbers on the answer sheet. For the “Special Codes” section to the left of the identification number, put the number 452978 and shade the bubbles below. Answer each question with the one best choice by marking the letter of the answer on the attached answer sheet. Each of the 25 questions is worth 4 points for a total of 100 points. 1. “A network of manufacturers and service providers that work together to convert and move goods from the raw materials stage through to the end user” is the definition of the following: a Operations Function Supply Chain c) Service Operations (1) Operations Management 2. A transformation process which converts inputs, such as People and Information, into an intangible “product”, such as Legal, Medical Services or Fast Food, is a: a Manufacturing Operation Service Operation c) Retail Operation d) Logistics Operation 3. A retailer cooperates with a manufacturer by coordinating promotional activities (items they plan to put on sale and advertise heavily) with the manufacturer to assist the manufacturer plan production and inventory. This is an example of the following important trend in operations and supply chain management: a) Electronic Commerce b) Increasing Competition and Globalization @Relationship Management d) Mergers and Acquisitions 4. From the LeapFrog case study, the electronics (microchips) and special paper (Tyvek) companies were: Tier 2 Suppliers b) Tier 1 Suppliers c) Distributors d) Retailers 5. “Performance dimensions which differentiate a company’s products and services” is the definition of: Order Winner b) Value Index c) Order Qualifier d) Functional Strategies 6. McDonalds focuses the employee on a specific task such as cashier or grill cook. Subway employees have broad skills and can run the entire restaurant by themselves. This is an example of the following type of Business Element: a Cross-structural Infrastructural c) Mega—structural d) Structural 7. A middle aged man with a death wish is trying to decide which motorcycle to purchase. Given the information below, the best choice of supplier is: I p rtance Supplier Perform nce m o _H_O_Q m amt 333.9 5&1“ ‘25: Cost 2 1 5 3 7 ’0 (a Performance 3 4 2 5 ’ 7' l” ’ 5’ Safety 1 2 3 1 _j_ 3, ‘L i b I ‘3 7.1 a) HOG b) KAW G) BUL d) Tie 8. In the Catherine’s Confectionary Case, there were 3 types of customers. For one of the customer types, Catherine would personally sit down with the customer to plan the dessert, usually weeks in advance, giving her plenty of time to order the ingredients. This customer type is: 6)) Special Occasions (weddings and banquets) b) Business (restaurants and specialty grocery) c) Internet (on-line orders) d) Walk-ins (individuals) 9. “The total elapsed time needed to complete a business process (also known as throughput time)” is the definition of: a) Productivity b) Benchmarking c Efficiency fl” Cycle Time Clerk Processes Order Order Sits In Fax In Box Order Sit In Clerk’s Intemal Mail Delivers Fax Oto 2 hours 0 to 4 hours 1 hour on average 2 hours on average Oto1.5 hours 1hou'on average 1%oforders lost mm 45 minutes 20minutes on average Dealer Receives Order Transport Firm Delivers Order 1 to 3 hours 0.5%of orders incorrect 2 hours on average Clerk Notifies 3:23:13! g Pd. Dealerand deliveries ' '6‘" ' em Passes Order On to Plant 10. Based on the San Diego DC process map example above, the “Order Sits in Clerk’s In Box” step is: a) An Error b) Value Added @Non—Value Added d) Developmental Process bUfI’“ f'/ rnpv 4’ Call Center Worker Hours # of Calls Answered Cal ‘ f / Hm" ’ 1 839 9823 i I .‘l 2 638 7630 i 1,0 3 1034 11256 i o .q 4 772 8793 l l ' q l 1. Using the information above, the following call center is the least productive: 12. “A process by which organizations brainstorm about possible causes of problems and narrows the list to focus on the most common causes” is the definition of: a) DMAIC b) DMADV 0 Continuous Improvement Root Cause Analysis 13. The Six Sigma role for individuals who have some basic training in Six Sigma methodologies and tools and are assigned to projects on a part time basis to assist in their area of expertise is: a Champion @Green Belt c) Black Belt d) Master Black Belt 14. In the Bluebird Café case, Katie and her team used data analysis through the Six Sigma process to identify the critical issues and root causes and implement improvements. They control the process by: @Monitoring intemet ratings and using customer survey cards b) Measming the cycle time of the customer through the process c) Calculating the error rates for incorrect food (1) Measuring the promptness of food delivery 15. The American Society for Quality has a two part definition of quality. One perspective on quality is “the characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the customer, also known as fitness for use”. This is the perspective on quality. a Conformance Value c) Aesthetics (1) Reliability 16. In the Dittenhoefer’s Fine China case, based on the tolerance limits and the standard deviation of the process, the following statement is true in terms of meeting a 99.7% quality standard: a) Both Temperature and Thickness are process capable b) Temperature is process capable and Thickness is not c) Thickness is process capable and Temperature is not Qt) Neither Thickness nor Temperature is process capable 17. SoapCo has target of 64.00 ounces in a container of liquid laundry detergent. Customers will notice a difference if the container has more than 65.00 ounces or lower than 63.00 ounces of liquid. If the process mean is 64.00 ounces, the process standard deviation is .50 ounces, the process capability using a +/- 3 sigma quality standard is: @067 Ta'fif T é‘hoo : new use CF b) 1.00 C UTL'LTL 4:-” 1 C)l.33 P: ._———-M -, 6“: : __3_3'é.7 d) (.67,.67) 18. The following statement about process capability is true: a) The upper and lower tolerance limits are calculated with a formula b) The standard deviation is p A Cp value equal to or greater than 1 means the process is capable of meeting the quality standard of 99.7% d) The statistics used are based on the binomial distribution 19. The following information was taken while the process was in control and producing a quality service. A failure is defined as a customer survey rating of 1. (Round calculations and answer to the nearest thousandth) Customer Service Ratin of 1 Number of Observations i = .3- g - ? ‘U'EL .. 'M- » 5.0 P": F’ in ’ 1;” 10” P: T = r UCL; = F +35% .o<+ 3"-0W'= .072. The Upper Control limit is: a) 0.377 b) 0.014 The following information was collected while the process was in control and delivering a high quality output. It is to be used for the next two questions (Round calculations and answer to the nearest hundredth): Observations @ 3 X 5.11 4.98 5.13 5.03 4.91 5.04 4.98 5.03 4.98 5.03 20. The lower control limit on the )7 chart is: ‘?4% .4% c) 6.07 d) 24.27 21. Based on the R chart, the following R value is out of control: UC‘L- : 1‘ 2,15”.2: ,‘r/g’é a) .00 “ b) .25 , __ .. _, _ , c) .44 LCLg— D3yg ~ oint/ 0 None of the above R values are out of control 22. “Shortening the overall duration of a project by reducing the time it takes to perform some of the activities” is the definition of: a) Network Diagram b Critical Path Method @Crashing d) Slack Time Use the information below for the next 3 questions # Weeks Activity Activity Duration Predecessor( 3) Crash Cost per Week Can be Crashed A 4 None N/A B 6 A N/A ‘_ C 7 B a $200 (1) i week maximum D 5 B $125 2 E 4 C -—‘> $300 1 . F 4 ‘Jo m E , a $250 in} and" 3 in $109 G 7 mm D . goo 2 + lv‘zffi ~ ( T“: V " 4 > U Pr (2J2 cf L4 5 7 7 m M [E1513 23. Determine the latest start time for Node G: a) 15 @18 c) 22 d) 25 24. Determine the earliest finish time for Node C: a) 4 b) 10 @17 d)21 25. Determine the most economical way to crash the project by 2 weeks. The cost is: a)$200 (“41‘qu i/l‘l/fi/C E F b) $ 300 ...
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