Operations Management Chapter 1

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A) designing efficient layouts.
B) providing meals.
C) receiving ingredients.
D) preparing effective employee schedules.
E) all of the above.
Answer: E

At Hard Rock Café, tasks that reflect operations or operations management include:

) preparing employee schedules.

An operations task performed at Hard Rock Café is:

) to all firms, whether manufacturing or service.

Operations management is applicable:

Operations Management

________ is the set of activities that creates value in the form of goods and services by transforming inputs into outputs

marketing, production/operations, and finance/accounting

Which of the following are the primary functions of all organizations?

W. Edwards Deming

Which of the following pioneers was NOT making a professional impact during the Scientific Management Era?


Which of the following would NOT be an operations function in a commercial bank?

generating the demand for the organization’s products or services.

The marketing function’s main concern is with:

crew scheduling

Which of the following tasks within an airline company are related to operations?


Marketing, production/operations, and ________ are the three functions that all organizations must perform to create goods and services.

supply chain

What is a global network of organizations and activities that supply a firm with goods and services?

instant communication

Which of the following fosters specialization and worldwide supply chains?

supply chains

Competition in the 21st century is no longer between companies; it is between ________.

studying how people organize themselves for productive enterprise and learning about a costly part of the enterprise.

Reasons to study operations management include:

A) how people organize themselves for productive enterprise.
B) how goods and services are produced.
C) what operations managers do.
D) a costly part of the enterprise.
E) all of the above.
Answer: E

Reasons to study operations management include learning about:

) plan, organize, staff, lead, and control

What are the five elements in the management process?


Which of the following is NOT an element of the management process?

the identification of customers’ wants and needs.

An operations manager is NOT likely to be involved in:

creating the company income statement.

All of the following decisions fall within the scope of operations management EXCEPT for:

A) layout strategy.
B) maintenance.
C) process and capacity design.
D) managing quality.
E) all of the above.
Answer: E

The 10 strategic operations management decisions include:

mass customization

Which of the following is NOT one of the 10 strategic operations management decisions?


Which of the following is one of the 10 strategic operations management decisions?

A) inventory requirements
B) capacity needs
C) personnel levels
D) technology
E) All of the above influence layout decisions.
Answer: E

Which of the following influences layout design?


Which of the following is NOT a strategic operations management decision?

statistical quality control.

Walter Shewhart is listed among the important people of operations management because of his contributions to:

1920s; statistical sampling

Walter Shewhart, in the ________, provided the foundations for ________ in operations management.

nineteenth century; interchangeable parts

Eli Whitney, in the ________, provided the foundations for ________ in operations management.

Eli Whitney

Who was the person most responsible for popularizing interchangeable parts in manufacturing?

Frederick W. Taylor.

The "Father of Scientific Management" is:

assembly line operations.

Henry Ford is noted for his contributions to:

W. Edwards Deming

Who among the following is associated with contributions to quality control in operations management?

A) chemistry and physics
B) industrial engineering and management science
C) biology and anatomy
D) information technology
E) all of the above
Answer: E

The field of operations management is shaped by advances in which of the following fields?

The person most responsible for initiating the use of interchangeable parts in manufacturing was Eli Whitney.

Which of the following statements is TRUE?

Charles Sorensen

Henry Ford and ________ are credited with the development of the moving assembly line.


Which of the following is the best example of a pure service?


The service sector makes up approximately what percentage of all jobs in the United States?

Tangible goods are generally produced and consumed simultaneously; services are not.

Which is NOT true regarding differences between goods and services?

Goods tend to have higher customer interaction than services.

Which is NOT true regarding differences between goods and services?

elementary education

Which of the following services is LEAST likely to be unique, i.e., customized to a particular individual’s needs?

easy to store

Which of the following is NOT a typical service attribute?

production and consumption occur simultaneously

Which of the following attributes is most typical of a service?

Both have quality standards.

Which of the following is a similarity between goods and services?

pure service

When a tangible component is not included in a service, such as with counseling, it is called a(n) ________.


Illiteracy and poor diets have been known to cost countries up to what percent of their productivity?

12 covers/hr.

A foundry produces circular utility access hatches (manhole covers). If 120 covers are produced in a 10-hour shift, the productivity of the line is:

the fact that precise units of measure are often unavailable.

Productivity measurement is complicated by:

multifactor productivity.

The total of all outputs produced by the transformation process divided by the total of the inputs is:


Which productivity variable has the greatest potential to increase productivity?

decreasing inputs while holding outputs steady.

Productivity can be improved by:

management; over one-half

The largest contributor to productivity increases is ________, estimated to be responsible for ________ of the annual increase.


The factor responsible for the largest portion of productivity increase in the United States is:

Service operations are typically capital intensive.

Which of the following is NOT true when explaining why productivity tends to be lower in the service sector than in the manufacturing sector?

labor, capital, and management.

Three commonly used productivity variables are:

services usually are labor-intensive.

The service sector has lower productivity improvements than the manufacturing sector because:

A) often difficult to automate.
B) typically labor-intensive.
C) frequently processed individually.
D) often an intellectual task performed by professionals.
E) All of the above make service productivity more difficult.
Answer: E

Productivity tends to be more difficult to improve in the service sector because the work is:

between 8 and 9 hours

A small metal shop operates 10 hours each day, producing 100 parts/hour. If productivity were increased 20%, how many hours would the plant have to work to produce 1000 parts?

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