Chapter 7 Process Analysis

1. Dell's approach to personal computer manufacturing is to use a product focus, which gives the company its low-cost competitive advantage.

False (Global company profile, easy)

2. A firm's process strategy is its approach to transforming resources into goods and services.

True (Introduction, easy)

3. Intermittent processes are organized around processes.

True (Four process strategies, easy)

4. In process-focused facilities, equipment utilization is low.

True (Four process strategies, moderate)

5. The typical full-service restaurant uses a product-focused process.

False (Four process strategies, moderate)

6. Harley-Davidson, because it has so many possible combinations of products, utilizes the process strategy of mass customization.

False (Four process strategies, moderate)

7. A value-stream map includes both (1) inventory quantities, and (2) symbols for customers and suppliers.

True (Process analysis and design, moderate)

8. The assembly line is a classic example of a repetitive process.

True (Four process strategies, easy)

9. One essential ingredient of mass customization is modular design.

True (Four process strategies, moderate)

10. The tool that calculates which process has the lowest cost at any specified production volume is a crossover chart.

True (Four process strategies, moderate)

11. The term focused processes refers to the quest for increased efficiency, whether in goods or services, that results from specialization.

True (Four process strategies, moderate)

12. Service blueprinting is a process analysis technique that focuses on the customer and the provider's interaction with the customer.

True (Process analysis and design, moderate)

13. Activity times should not be included in a service blueprint.

False (Process analysis and design, moderate)

14. A process map with the addition of a time axis becomes a process chart.

False (Process analysis and design, moderate)

15. Time-function mapping is a flow diagram with time added to the horizontal axis.

True (Process analysis and design, moderate)

16. Process maps use distance, but not time, to show the movement of material, product, or people through a process.

False (Process analysis and design, moderate)

17. Professional services typically require low levels of labor intensity.

False (Service process design, moderate)

18. An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve the customer.

False (Service process design, moderate)

19. Process control is the use of information technology to monitor and control a physical process.

True (Production technology, easy)

20. One use of camera-and-computer-based vision systems is to replace humans doing tedious and error-prone visual inspection activities.

True (Production technology, easy)

21. Automated storage and retrieval systems are commonly used in distribution facilities of retailers.

True (Production technology, moderate)

22. Flexible manufacturing systems, because of easily changed control programs, are able to perform such tasks as manufacturing one-of-a-kind parts economically.

True (Production technology, moderate)

23. Production technology has had a major impact on services, but as yet there has been little reduction in service labor requirements.

False (Technology in services, moderate)

24. Optical checkout scanners and ATMs are examples of technology's impact on services.

True (Technology in services, moderate)

25. Successful process redesign focuses on departmental areas where small, continuous improvements can be made.

False (Process redesign, moderate)

26. Processes can be environmentally friendly and socially responsible while still contributing to profitable strategies.

True (Ethics and environmentally friendly processes, easy)

27. In selecting new equipment and technology, decision-makers look for flexibility—the ability to respond with little penalty in time, cost, or customer value.

True (Selection of equipment and technology, moderate)

28. Which of the following statements regarding Dell Computer is false?
a. Dell is a practitioner of the mass customization process.
b. Dell builds its computers overseas in order to gain a low-cost advantage.
c. Dell keeps very little inventory of finished goods.
d. Dell utilizes a global supply chain, but assembles its computers in the U.S.
e. Dell's research focuses on manufacturing issues, not computer part design.

b. Dell builds its computers overseas in order to gain a low-cost advantage.

29. An organization's process strategy
a. will have long-run impact on efficiency and flexibility of production
b. is the same as its transformation strategy
c. must meet various constraints, including cost
d. is concerned with how resources are transformed into goods and services
e. All of the above are true.

e. All of the above are true.

30. A job shop is an example of a(n)
a. repetitive process
b. continuous process
c. line process
d. intermittent process
e. specialized process

d. intermittent process

31. Three types of processes are
a. goods, services, and hybrids
b. manual, automated, and service
c. process focus, repetitive focus, and product focus
d. modular, continuous, and technological
e. input, transformation, and output

c. process focus, repetitive focus, and product focus

32. Which of the following industries is likely to have low equipment utilization?
a. auto manufacturing
b. commercial baking
c. television manufacturing
d. chemical processing
e. restaurants

e. restaurants

33. A product-focused process is commonly used to produce
a. high-volume, high-variety products
b. low-volume, high-variety products
c. high-volume, low-variety products
d. low-variety products at either high- or low-volume
e. high-volume products of either high- or low-variety

c. high-volume, low-variety products

34. Which one of the following products is most likely made in a job shop environment?
a. a daily newspaper
b. paper forms
c. television sets
d. cigarettes
e. canned vegetables

b. paper forms

35. Which of the following products is likely to be assembled on a repetitive process line?
a. automobiles
b. personal computers
c. dishwashers
d. television sets
e. all of the above

e. all of the above

36. An assembly line is an example of a
a. product-focused process
b. process-focused process
c. repetitive process
d. line process
e. specialized

c. repetitive process

37. Standard Register
a. has dozens of U.S. plants in its Forms Division
b. groups people and machines into departments that perform specific activities
c. utilizes a product strategy to keep production volume high
d. obtains its low-cost advantage by not spending money on CAD systems
e. obtains its low-cost advantage by specializing in a relatively small number of products

b. groups people and machines into departments that perform specific activities

38. Which of the following transformations generally has the highest equipment utilization?
a. process-focused process
b. repetitive process
c. product-focused process
d. specialized process
e. modular process

c. product-focused process

39. Harley Davidson
a. utilizes job shops to make each of its modules
b. uses product focused manufacturing
c. uses a large number of modules to build a small number of different bikes
d. uses work cells to feed its assembly line
e. All of the above are true.

d. uses work cells to feed its assembly line

40. Which of the following is false regarding repetitive processes?
a. They use modules.
b. They allow easy switching from one product to the other.
c. They are the classic assembly lines.
d. They have more structure and less flexibility than a job shop layout.
e. They include the assembly of basically all automobiles.

b. They allow easy switching from one product to the other.

41. When done correctly, mass customization
a. increases pressure on supply chain performance
b. helps eliminate the guesswork that comes with sales forecasting
c. drives down inventories
d. increases pressure on scheduling
e. all of the above

e. all of the above

42. Which of the following phrases best describes product focus?
a. low volume, high variety
b. finished goods are usually made to order
c. processes are designed to perform a wide variety of activities
d. high fixed costs, low variable costs
e. raw material inventories are low relative to the value of the product

d. high fixed costs, low variable costs

43. Which of the following phrases best describes process focus?
a. low volume, high variety
b. finished goods are usually made to a forecast and stored
c. operators are modestly skilled
d. high fixed costs, low variable costs
e. raw material inventories are high relative to the value of the product

a. low volume, high variety

44. Which of the following characteristics best describes repetitive focus?
a. It uses sophisticated scheduling to accommodate custom orders.
b. Its output is a standardized product produced from modules.
c. It is too expensive when volumes are low or flexibility is required.
d. It is widely used for the manufacture of steel.
e. Its costs are often known only after a job is done.

b. Its output is a standardized product produced from modules.

45. Utilization in process-oriented facilities is frequently low because
a. the postponement strategy for improving service productivity is being used
b. scheduling in process-oriented facilities is not very complex
c. with high fixed costs, utilization is not very important
d. excess capacity for peak demands is desirable
e. low raw material inventories cause machines to be idled

d. excess capacity for peak demands is desirable

46. A quasi-custom product
a. gets its apparent customization from the combinations available from a small number of modules
b. is often the output of repetitive focus facilities
c. is a valid description of a fast food sandwich
d. is only possible when the focus strategy of service productivity improvement is in use
e. All but d are true.

e. All but d are true.

47. Process A has fixed costs of $1000 and variable costs of $5 per unit. Process B has fixed costs of $500 and variable costs of $15 per unit. The crossover point between process A and process B is
a. 50 units
b. 200 units
c. $2,500
d. $5,000
e. $9,500

a. 50 units

48. Process X has fixed costs of $10,000 and variable costs of $2.40 per unit. Process Y has fixed costs of $9,000 and variable costs of $2.25 per unit. Which of the following statements is true?
a. The crossover point is approximately 6667 units.
b. It is impossible for one process to have both of its costs lower than those of another process.
c. Process Y is cheaper than process X at all volumes; there is no crossover point.
d. Process X should be selected for very large production volumes.
e. Process X is more profitable than process Y and should be selected.

c. Process Y is cheaper than process X at all volumes; there is no crossover point.

49. The crossover point is that production quantity where
a. variable costs of one process equal the variable costs of another process
b. fixed costs of a process are equal to its variable costs
c. total costs equal total revenues for a process
d. total costs for one process equal total costs for another process
e. the process no longer loses money

d. total costs for one process equal total costs for another process

50. Product Focused processes
a. allow more customization, but are not very efficient
b. are desirable because resource needs increase slowly with the complexity of a process
c. are processes that are specialized for relatively few products or customer groups
d. apply only to service firms, not to manufacturers
e. are profitable because customers demand flexibility, not specialization

c. are processes that are specialized for relatively few products or customer groups

51. Value Stream Mapping
a. is a variation on time function mapping
b. examines the supply chain to determine where value is added
c. extends time function mapping back to the supplier
d. starts with the customer and works backwards
e. All of the above are true.

e. All of the above are true.

52. One fundamental difference between a process chart and a process map is that
a. the process chart uses a time dimension while a process map is not time-oriented
b. the process chart includes the supply chain, while the process map stays within an organization
c. the process chart is more like a table, while the process map is more like a schematic diagram
d. the process chart focuses on the customer and on the provider's interaction with the customer,
while the process map does not deal directly with the customer
e. None of these is true, because a process chart and a process map are the same thing.

c. the process chart is more like a table, while the process map is more like a schematic diagram

53. Service blueprinting
a. provides the basis to negotiate prices with suppliers
b. mimics the way people communicate
c. determines the best time for each step in the process
d. focuses on the provider's interaction with the customer
e. can only be successful with two-dimensional processes

d. focuses on the provider's interaction with the customer

54. A drawing of the movement of material, product, or people is a
a. flow diagram
b. process chart
c. service blueprint
d. process map
e. none of the above

a. flow diagram

55. Strategies for improving productivity in services are
a. separation, self-service, automation, and scheduling
b. lean production, strategy-driven investments, automation, and process focus
c. reduce inventory, reduce waste, reduce inspection, and reduce rework
d. high interaction, mass customization, service factory, and just-in-time
e. none of the above

a. separation, self-service, automation, and scheduling

56. In mass service and professional service, the operations manager should focus on
a. automation
b. equipment maintenance
c. sophisticated scheduling
d. human resources
e. all of the above

d. human resources

57. In mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except
a. automation
b. standardization
c. tight quality control
d. removing some services
e. customization

e. customization

58. Which of the following is true regarding opportunities to improve service processes?
a. Automation can do little to improve service processes, because services are so personal.
b. Layout is of little consequence, since services seldom use an assembly line.
c. If a work force is strongly committed, it need not be cross-trained and flexible.
d. All of the above are true.
e. None of the above is true.

e. None of the above is true.

59. Which of the following are typical of process control systems?
a. They have sensors.
b. The digitized data are analyzed by computer, which generates feedback.
c. Their sensors take measurements on a periodic basis.
d. The sensors' measurements are digitized.
e. all of the above

e. all of the above

60. Which of the following is true regarding vision systems?
a. They are consistently accurate.
b. They are modest in cost.
c. They do not become bored.
d. All of the above are true.
e. None of the above is true.

d. All of the above are true.

61. The use of information technology to monitor and control a physical process is known as
a. process control
b. computer-aided design
c. information numeric control
d. numeric control
e. none of the above

a. process control

62. Which of the following technologies would enable a cashier to scan the entire contents of a shopping cart in seconds?
a. ASRS
b. AGV
c. CAD/CAM
d. RFID
e. FMS

d. RFID

63. "Automatic placement and withdrawal of parts and products into and from designated places in a warehouse" describes
a. AGV
b. CAD/ CAM
c. CIM
d. ASRS
e. FMS

d. ASRS

64. Computer-integrated manufacturing (CIM) includes manufacturing systems that have
a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated
b. transaction processing, management information systems, and decision support systems
integrated
c. automated guided vehicles, robots, and process control
d. robots, automated guided vehicles, and transfer equipment
e. all of the above

a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated

65. Which one of the following technologies is used only for material handling, not actual production or assembly?
a. robots
b. CNC
c. CAD
d. AGVs
e. FMS

d. AGVs

66. A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called a(n)
a. adaptive control system
b. robotics
c. flexible manufacturing system
d. automatic guided vehicle (AGV) system
e. manufacturing cell

c. flexible manufacturing system

67. "Operators simply load new programs, as necessary, to produce different products" describes
a. CAD
b. automated guided vehicles
c. flexible manufacturing systems
d. vision systems
e. process control

c. flexible manufacturing systems

68. Which of the following is not one of the essential ingredients for mass customization?
a. high machine utilizations
b. personnel and facility flexibility
c. reliance on modular design
d. rapid throughput
e. very effective scheduling

a. high machine utilizations

69. Advances in technology
a. have impacted the manufacturing sector only
b. have had only limited impact on services
c. have failed to change the level of customer interaction with an organization
d. have had dramatic impact on customer interaction with services and with products
e. have dramatically changed health care, but have not changed retailing

d. have had dramatic impact on customer interaction with services and with products

70. Process redesign
a. is the fundamental rethinking of business processes
b. can focus on any process
c. tries to bring about dramatic improvements in performance
d. focuses on activities that cross functional lines
e. all of the above

e. all of the above

71. Ethical and environmentally friendly processes include which of the following?
a. emission controls
b. recycling
c. efficient use of resources
d. reduction of waste by-products
e. all of the above

e. all of the above

72. Making environmentally sound products through efficient processes
a. is unprofitable, as long as recyclable materials prices are soft
b. is known as lean manufacturing
c. can still be profitable
d. is easier for repetitive processes than for product-focused processes
e. none of the above

c. can still be profitable

73. Flexibility can be achieved with
a. movable equipment
b. inexpensive equipment
c. sophisticated electronic equipment
d. modular equipment
e. all of the above

e. all of the above

74. Which of the following statements regarding ethical and environmentally friendly processes is true?
a. Operations managers can be environmentally sensitive, but they must avoid following a low cost strategy.
b. Processes can be environmentally friendly or socially responsible, but not both.
c. Operations managers can be environmentally sensitive and still follow a low cost strategy.
d. Using energy-efficient lighting saves so little that it should not be labeled environmentally
friendly.
e. The only business strategy consistent with ethical and environmentally sensitive management is the differentiation strategy.

c. Operations managers can be environmentally sensitive and still follow a low cost strategy.

75. Which of the following is true regarding the concept of flexibility?
a. It is the ability to change production rates with little penalty in time, cost, or customer value.
b. It can be accomplished with sophisticated electronic equipment.
c. It may involve modular, movable, even cheap equipment.
d. All of the above are true.
e. None of the above is true.

d. All of the above are true.

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Chapter 7 Process Analysis

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1. Dell’s approach to personal computer manufacturing is to use a product focus, which gives the company its low-cost competitive advantage.

False (Global company profile, easy)

2. A firm’s process strategy is its approach to transforming resources into goods and services.

True (Introduction, easy)

3. Intermittent processes are organized around processes.

True (Four process strategies, easy)

4. In process-focused facilities, equipment utilization is low.

True (Four process strategies, moderate)

5. The typical full-service restaurant uses a product-focused process.

False (Four process strategies, moderate)

6. Harley-Davidson, because it has so many possible combinations of products, utilizes the process strategy of mass customization.

False (Four process strategies, moderate)

7. A value-stream map includes both (1) inventory quantities, and (2) symbols for customers and suppliers.

True (Process analysis and design, moderate)

8. The assembly line is a classic example of a repetitive process.

True (Four process strategies, easy)

9. One essential ingredient of mass customization is modular design.

True (Four process strategies, moderate)

10. The tool that calculates which process has the lowest cost at any specified production volume is a crossover chart.

True (Four process strategies, moderate)

11. The term focused processes refers to the quest for increased efficiency, whether in goods or services, that results from specialization.

True (Four process strategies, moderate)

12. Service blueprinting is a process analysis technique that focuses on the customer and the provider’s interaction with the customer.

True (Process analysis and design, moderate)

13. Activity times should not be included in a service blueprint.

False (Process analysis and design, moderate)

14. A process map with the addition of a time axis becomes a process chart.

False (Process analysis and design, moderate)

15. Time-function mapping is a flow diagram with time added to the horizontal axis.

True (Process analysis and design, moderate)

16. Process maps use distance, but not time, to show the movement of material, product, or people through a process.

False (Process analysis and design, moderate)

17. Professional services typically require low levels of labor intensity.

False (Service process design, moderate)

18. An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve the customer.

False (Service process design, moderate)

19. Process control is the use of information technology to monitor and control a physical process.

True (Production technology, easy)

20. One use of camera-and-computer-based vision systems is to replace humans doing tedious and error-prone visual inspection activities.

True (Production technology, easy)

21. Automated storage and retrieval systems are commonly used in distribution facilities of retailers.

True (Production technology, moderate)

22. Flexible manufacturing systems, because of easily changed control programs, are able to perform such tasks as manufacturing one-of-a-kind parts economically.

True (Production technology, moderate)

23. Production technology has had a major impact on services, but as yet there has been little reduction in service labor requirements.

False (Technology in services, moderate)

24. Optical checkout scanners and ATMs are examples of technology’s impact on services.

True (Technology in services, moderate)

25. Successful process redesign focuses on departmental areas where small, continuous improvements can be made.

False (Process redesign, moderate)

26. Processes can be environmentally friendly and socially responsible while still contributing to profitable strategies.

True (Ethics and environmentally friendly processes, easy)

27. In selecting new equipment and technology, decision-makers look for flexibility—the ability to respond with little penalty in time, cost, or customer value.

True (Selection of equipment and technology, moderate)

28. Which of the following statements regarding Dell Computer is false?
a. Dell is a practitioner of the mass customization process.
b. Dell builds its computers overseas in order to gain a low-cost advantage.
c. Dell keeps very little inventory of finished goods.
d. Dell utilizes a global supply chain, but assembles its computers in the U.S.
e. Dell’s research focuses on manufacturing issues, not computer part design.

b. Dell builds its computers overseas in order to gain a low-cost advantage.

29. An organization’s process strategy
a. will have long-run impact on efficiency and flexibility of production
b. is the same as its transformation strategy
c. must meet various constraints, including cost
d. is concerned with how resources are transformed into goods and services
e. All of the above are true.

e. All of the above are true.

30. A job shop is an example of a(n)
a. repetitive process
b. continuous process
c. line process
d. intermittent process
e. specialized process

d. intermittent process

31. Three types of processes are
a. goods, services, and hybrids
b. manual, automated, and service
c. process focus, repetitive focus, and product focus
d. modular, continuous, and technological
e. input, transformation, and output

c. process focus, repetitive focus, and product focus

32. Which of the following industries is likely to have low equipment utilization?
a. auto manufacturing
b. commercial baking
c. television manufacturing
d. chemical processing
e. restaurants

e. restaurants

33. A product-focused process is commonly used to produce
a. high-volume, high-variety products
b. low-volume, high-variety products
c. high-volume, low-variety products
d. low-variety products at either high- or low-volume
e. high-volume products of either high- or low-variety

c. high-volume, low-variety products

34. Which one of the following products is most likely made in a job shop environment?
a. a daily newspaper
b. paper forms
c. television sets
d. cigarettes
e. canned vegetables

b. paper forms

35. Which of the following products is likely to be assembled on a repetitive process line?
a. automobiles
b. personal computers
c. dishwashers
d. television sets
e. all of the above

e. all of the above

36. An assembly line is an example of a
a. product-focused process
b. process-focused process
c. repetitive process
d. line process
e. specialized

c. repetitive process

37. Standard Register
a. has dozens of U.S. plants in its Forms Division
b. groups people and machines into departments that perform specific activities
c. utilizes a product strategy to keep production volume high
d. obtains its low-cost advantage by not spending money on CAD systems
e. obtains its low-cost advantage by specializing in a relatively small number of products

b. groups people and machines into departments that perform specific activities

38. Which of the following transformations generally has the highest equipment utilization?
a. process-focused process
b. repetitive process
c. product-focused process
d. specialized process
e. modular process

c. product-focused process

39. Harley Davidson
a. utilizes job shops to make each of its modules
b. uses product focused manufacturing
c. uses a large number of modules to build a small number of different bikes
d. uses work cells to feed its assembly line
e. All of the above are true.

d. uses work cells to feed its assembly line

40. Which of the following is false regarding repetitive processes?
a. They use modules.
b. They allow easy switching from one product to the other.
c. They are the classic assembly lines.
d. They have more structure and less flexibility than a job shop layout.
e. They include the assembly of basically all automobiles.

b. They allow easy switching from one product to the other.

41. When done correctly, mass customization
a. increases pressure on supply chain performance
b. helps eliminate the guesswork that comes with sales forecasting
c. drives down inventories
d. increases pressure on scheduling
e. all of the above

e. all of the above

42. Which of the following phrases best describes product focus?
a. low volume, high variety
b. finished goods are usually made to order
c. processes are designed to perform a wide variety of activities
d. high fixed costs, low variable costs
e. raw material inventories are low relative to the value of the product

d. high fixed costs, low variable costs

43. Which of the following phrases best describes process focus?
a. low volume, high variety
b. finished goods are usually made to a forecast and stored
c. operators are modestly skilled
d. high fixed costs, low variable costs
e. raw material inventories are high relative to the value of the product

a. low volume, high variety

44. Which of the following characteristics best describes repetitive focus?
a. It uses sophisticated scheduling to accommodate custom orders.
b. Its output is a standardized product produced from modules.
c. It is too expensive when volumes are low or flexibility is required.
d. It is widely used for the manufacture of steel.
e. Its costs are often known only after a job is done.

b. Its output is a standardized product produced from modules.

45. Utilization in process-oriented facilities is frequently low because
a. the postponement strategy for improving service productivity is being used
b. scheduling in process-oriented facilities is not very complex
c. with high fixed costs, utilization is not very important
d. excess capacity for peak demands is desirable
e. low raw material inventories cause machines to be idled

d. excess capacity for peak demands is desirable

46. A quasi-custom product
a. gets its apparent customization from the combinations available from a small number of modules
b. is often the output of repetitive focus facilities
c. is a valid description of a fast food sandwich
d. is only possible when the focus strategy of service productivity improvement is in use
e. All but d are true.

e. All but d are true.

47. Process A has fixed costs of $1000 and variable costs of $5 per unit. Process B has fixed costs of $500 and variable costs of $15 per unit. The crossover point between process A and process B is
a. 50 units
b. 200 units
c. $2,500
d. $5,000
e. $9,500

a. 50 units

48. Process X has fixed costs of $10,000 and variable costs of $2.40 per unit. Process Y has fixed costs of $9,000 and variable costs of $2.25 per unit. Which of the following statements is true?
a. The crossover point is approximately 6667 units.
b. It is impossible for one process to have both of its costs lower than those of another process.
c. Process Y is cheaper than process X at all volumes; there is no crossover point.
d. Process X should be selected for very large production volumes.
e. Process X is more profitable than process Y and should be selected.

c. Process Y is cheaper than process X at all volumes; there is no crossover point.

49. The crossover point is that production quantity where
a. variable costs of one process equal the variable costs of another process
b. fixed costs of a process are equal to its variable costs
c. total costs equal total revenues for a process
d. total costs for one process equal total costs for another process
e. the process no longer loses money

d. total costs for one process equal total costs for another process

50. Product Focused processes
a. allow more customization, but are not very efficient
b. are desirable because resource needs increase slowly with the complexity of a process
c. are processes that are specialized for relatively few products or customer groups
d. apply only to service firms, not to manufacturers
e. are profitable because customers demand flexibility, not specialization

c. are processes that are specialized for relatively few products or customer groups

51. Value Stream Mapping
a. is a variation on time function mapping
b. examines the supply chain to determine where value is added
c. extends time function mapping back to the supplier
d. starts with the customer and works backwards
e. All of the above are true.

e. All of the above are true.

52. One fundamental difference between a process chart and a process map is that
a. the process chart uses a time dimension while a process map is not time-oriented
b. the process chart includes the supply chain, while the process map stays within an organization
c. the process chart is more like a table, while the process map is more like a schematic diagram
d. the process chart focuses on the customer and on the provider’s interaction with the customer,
while the process map does not deal directly with the customer
e. None of these is true, because a process chart and a process map are the same thing.

c. the process chart is more like a table, while the process map is more like a schematic diagram

53. Service blueprinting
a. provides the basis to negotiate prices with suppliers
b. mimics the way people communicate
c. determines the best time for each step in the process
d. focuses on the provider’s interaction with the customer
e. can only be successful with two-dimensional processes

d. focuses on the provider’s interaction with the customer

54. A drawing of the movement of material, product, or people is a
a. flow diagram
b. process chart
c. service blueprint
d. process map
e. none of the above

a. flow diagram

55. Strategies for improving productivity in services are
a. separation, self-service, automation, and scheduling
b. lean production, strategy-driven investments, automation, and process focus
c. reduce inventory, reduce waste, reduce inspection, and reduce rework
d. high interaction, mass customization, service factory, and just-in-time
e. none of the above

a. separation, self-service, automation, and scheduling

56. In mass service and professional service, the operations manager should focus on
a. automation
b. equipment maintenance
c. sophisticated scheduling
d. human resources
e. all of the above

d. human resources

57. In mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except
a. automation
b. standardization
c. tight quality control
d. removing some services
e. customization

e. customization

58. Which of the following is true regarding opportunities to improve service processes?
a. Automation can do little to improve service processes, because services are so personal.
b. Layout is of little consequence, since services seldom use an assembly line.
c. If a work force is strongly committed, it need not be cross-trained and flexible.
d. All of the above are true.
e. None of the above is true.

e. None of the above is true.

59. Which of the following are typical of process control systems?
a. They have sensors.
b. The digitized data are analyzed by computer, which generates feedback.
c. Their sensors take measurements on a periodic basis.
d. The sensors’ measurements are digitized.
e. all of the above

e. all of the above

60. Which of the following is true regarding vision systems?
a. They are consistently accurate.
b. They are modest in cost.
c. They do not become bored.
d. All of the above are true.
e. None of the above is true.

d. All of the above are true.

61. The use of information technology to monitor and control a physical process is known as
a. process control
b. computer-aided design
c. information numeric control
d. numeric control
e. none of the above

a. process control

62. Which of the following technologies would enable a cashier to scan the entire contents of a shopping cart in seconds?
a. ASRS
b. AGV
c. CAD/CAM
d. RFID
e. FMS

d. RFID

63. "Automatic placement and withdrawal of parts and products into and from designated places in a warehouse" describes
a. AGV
b. CAD/ CAM
c. CIM
d. ASRS
e. FMS

d. ASRS

64. Computer-integrated manufacturing (CIM) includes manufacturing systems that have
a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated
b. transaction processing, management information systems, and decision support systems
integrated
c. automated guided vehicles, robots, and process control
d. robots, automated guided vehicles, and transfer equipment
e. all of the above

a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated

65. Which one of the following technologies is used only for material handling, not actual production or assembly?
a. robots
b. CNC
c. CAD
d. AGVs
e. FMS

d. AGVs

66. A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called a(n)
a. adaptive control system
b. robotics
c. flexible manufacturing system
d. automatic guided vehicle (AGV) system
e. manufacturing cell

c. flexible manufacturing system

67. "Operators simply load new programs, as necessary, to produce different products" describes
a. CAD
b. automated guided vehicles
c. flexible manufacturing systems
d. vision systems
e. process control

c. flexible manufacturing systems

68. Which of the following is not one of the essential ingredients for mass customization?
a. high machine utilizations
b. personnel and facility flexibility
c. reliance on modular design
d. rapid throughput
e. very effective scheduling

a. high machine utilizations

69. Advances in technology
a. have impacted the manufacturing sector only
b. have had only limited impact on services
c. have failed to change the level of customer interaction with an organization
d. have had dramatic impact on customer interaction with services and with products
e. have dramatically changed health care, but have not changed retailing

d. have had dramatic impact on customer interaction with services and with products

70. Process redesign
a. is the fundamental rethinking of business processes
b. can focus on any process
c. tries to bring about dramatic improvements in performance
d. focuses on activities that cross functional lines
e. all of the above

e. all of the above

71. Ethical and environmentally friendly processes include which of the following?
a. emission controls
b. recycling
c. efficient use of resources
d. reduction of waste by-products
e. all of the above

e. all of the above

72. Making environmentally sound products through efficient processes
a. is unprofitable, as long as recyclable materials prices are soft
b. is known as lean manufacturing
c. can still be profitable
d. is easier for repetitive processes than for product-focused processes
e. none of the above

c. can still be profitable

73. Flexibility can be achieved with
a. movable equipment
b. inexpensive equipment
c. sophisticated electronic equipment
d. modular equipment
e. all of the above

e. all of the above

74. Which of the following statements regarding ethical and environmentally friendly processes is true?
a. Operations managers can be environmentally sensitive, but they must avoid following a low cost strategy.
b. Processes can be environmentally friendly or socially responsible, but not both.
c. Operations managers can be environmentally sensitive and still follow a low cost strategy.
d. Using energy-efficient lighting saves so little that it should not be labeled environmentally
friendly.
e. The only business strategy consistent with ethical and environmentally sensitive management is the differentiation strategy.

c. Operations managers can be environmentally sensitive and still follow a low cost strategy.

75. Which of the following is true regarding the concept of flexibility?
a. It is the ability to change production rates with little penalty in time, cost, or customer value.
b. It can be accomplished with sophisticated electronic equipment.
c. It may involve modular, movable, even cheap equipment.
d. All of the above are true.
e. None of the above is true.

d. All of the above are true.

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