Operations 5090 Quiz 2

Question 1

In Schmenner's article, the primary theme could best be characterized by which of the following statements.
Answer
a. Productivity can be increased by the appropriate levels of automation and capital equipment employed in
the business.
b. Manufacturing operations do not experience significant levels of variability related to quality, quantity,
or timing.
c. The shorter the throughput time, the more likely there is waste in the system.

d. Productivity rises with the speed by which materials (or information) flow though the process.

Question 2

Chapter 2 - An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's
Answer
a. time perishability.

b. labor intensity.

c. intangibility.

d. simultaneous production and consumption.

Question 3

Chapter 3 - The qualifier for an airline offering short commuter flights is:
Answer
a. quality of the meals.

b. safety record.

c. politeness of the crew.

d. on-time performance.
Question 4

Chapter 8 - Which one the following is not a guiding principle of lean philosophy?
Answer
a. Satisfy the needs of customers by doing only value added activities.

b. Be flexible in response to customer demands.

c. Define the value stream by flowcharting the process.

d. Eliminate waste.

Question 5

Which of the following statements is a limitation of Schmenner's "swift, even flow" model?
Answer
a. The model addresses productivity, not profits.

b. There is an inverse relationship between productivity and profits.

c. The model addresses profits rather than productivity.

d. The model does not consider customer variability.

Question 6

Chapter 7 - The line balancing problem arises because of:

Answer
a. mismatched capacities of the various operations.

b. mismatched labor inputs required at various operations.

c. large waiting lines.

d. inflexibility of the line.

Question 7

Chapter 4 - One advantage of reduced divergence is

Answer
a. quicker response to market demands.

b. greater efficiency.

c. maximization of revenue per customer.

d. the ability to command higher prices.

Question 8

Chapter 2 - Which among the following strategies is used by fast-food restaurants to reduce costs?
Answer
a. Increase advertising via the Internet.

b. Allowing the customer to play an active part in the service process.

c. Increase prices.

d. Increase menu items to cater to varying tastes.

Question 9

Chapter 3 - Which of the following is usually not a good idea with respect to an overall cost leadership strategy?
Answer
a. Offer as many different services as possible to spread overhead costs.

b. Concentrate on routine/standardized services.

c. Replace labor with capital where possible.

d. Perform some service activities off-line at a centralized site.

Question 10

Chapter 4 - A service blueprint can be used for all but one of the following:
Answer
a. Educate customers.
b. Identify areas of service improvement.

c. Maintain the level of service complexity and divergence.

d. Identify points where moments of truth will occur.

Question 11

Chapter 2 - A hospital is an example of a service process that has

Answer
a. high degree of labor intensity and low degree of customization.

b. low degree of labor intensity and low degree of customization.

c. high degree of labor intensity and high degree of customization.

d. low degree of labor intensity and high degree of customization.

Question 12

Chapter 7 - Which of the following is not a method service facilities use to provide orientation for customers?
Answer
a. Signs and color codes to indicate direction

b. Use of walled cubicles to ensure privacy

c. Use of artifacts

d. Franchised services that use formula facilities

Question 13

Chapter 6 - Which of the following is a poka-yoke method?

Answer
a. Adopting a checklist to help an employee avoid making a mistake

b. Designing a service to reflect the customers' needs and requirements

c. Designing a service in a robust manner that can withstand abuse by customers

d. Comparing a firm's quality performance to the performance of others that are considered "best in class"

Question 14

Chapter 4 - Which of the following is not a source of technology-driven service innovation?

Answer
a. Power/energy

b. Material
c. Location

d. Facility design
Question 15

Chapter 6 - Which of the following is a strategy for closing the gap between customer expectations and
management perceptions of customer's expectations (GAP 1)?
Answer
a. Standardization of service delivery.

b. Improved market research.

c. Employee empowerment.

d. Investment in training.