BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Student Number .

Operations Management

Closed Book Examination

Date

w/c 15th August 2011

Time Allowed

2.00 hours

Exam No

BSB10214-5 + BSB10192-5 resit

Venue

Stoke / Stafford / SURF network

Weighted

100%

Examiner

Roy Edwards

Session

2010-11

Marks

First Marker

Instructions to candidates:
Page 1 of 18

Second Marker

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Section A

27 Multiple choice questions @ 2% each

6 Yes/No questions @ 1% each

= 54%
= 6%

Section B

5 Short answer questions @ 8% each

= 40%

You should answer all questions

Section B Short answer questions (40%) Section B of the examination
paper will contain only 5 questions. These questions will be selected, by us,
from the pre-published list of 8 possible questions given below. You will be
required to write answers to all 5 of these questions. You will NOT KNOW
WHICH 5 questions have been selected for the paper until you sit the exam.
It is expected that your response to each question would be no more than
150 words, This exam paper has the requisite spaced lines for each of the
written answers. Only in exceptional circumstances will additional answer
books be accepted and these should be clearly marked in the usual way with
your student name and number.
You will NOT be allowed to take material, notes, articles or books into the
examination with you.
Please note that higher marks will be given where the exam paper as a whole
reflects:

Independent thought and ability to apply operations concepts to practical

effect.
A structured approach that utilises appropriate terminology and relevant
models and frameworks where necessary.
A good balance between the practical and theoretical aspects.
Accuracy and clarity of style in presenting answers.

This is a closed book examination and Staffordshire University regulations for

examinations apply.

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Module: Operations Management

Re: Multiple Choice Sections Section A
Instructions to students
1) Enter student name and number at the top of the answer sheet
2) This test paper contains 27 multiple choice questions, each carrying equal
marks @ 2% each plus 6 yes/no type questions @ 1% each
3) Candidates must answer all the questions on this paper.
4) Select the ONE letter corresponding to the MOST APPROPRIATE answer
for each question, and place an X in the appropriate box on the answer
grid.
5) Stop immediately when time is up.
6) You may not leave the room before the allocated time is up.
7) The answer sheet and the question booklet must be handed in at the end
of the test.
[Example]
1. The common name for the system which allows employees to choose
their starting time, finishing time, and to vary their lunch-break, within
agreed parameters is
A) Varytime

B) Flexitime

C) Overtime

D) Personal time

In this example, the correct answer is B) Flexitime and should be indicated as:
A
Question
1

Mark

If you wish to change your answer, the original answer must be clearly crossed
out so that the desired answer is absolutely clear. If there is any doubt as to
your desired answer, that response will receive no marks.
Note: In questions where the word NOT is emphasised, the correct answer
is the statement that is not true in the given context. This is often most easily
found by first identifying the true statements.

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Level 2

Operations Management - Multiple question answer Sheet

Please write student name: ___________________________
Student Number: ___________________________
Date of Exam: w/c 15 Aug 2011
A

Assessor: Roy Edwards

Mark

Question 1

Question 18

Question 2

Question 19

Question 3

Question 20

Question 4

Question 21

Question 5

Question 22

Question 6

Question 23

Question 7

Question 24

Question 8

Question 25

Question 9

Question 26

Question 10

Question 27

Question 11
Question 12

Score @ 2% each
Yes / No Questions

Question 13

Question 14

Question 28

Question 15

Question 29

Question 16

Question 30

Question 17

Question 31

Question 32
Question 33
Score @ 1% each

TOTAL SCORE

Page 4 of 18

Mark

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011
RESIT Operations Management MULTIPLE CHOICE TEST SECTION
1
A)
B)
C)
D)
2

Which of the following statements concerning manufacturing and

service organizations is generally true?
A service facility is more likely to serve national or even international
markets
Manufacturing organizations generally find it more difficult to match
capacity with demand
In many service organizations customers themselves are inputs to the
transformation processes.
Most service organizations can buffer themselves against uncertain
demand by creating inventories and smoothing output levels.

A)
B)
C)
D)

Operations typically differ in terms of volume of output, variety of

output, variation in demand or the degree of visibility (ie,
customer contact) that they give to customers of the delivery
process. Please match the following element with the most
appropriate of the above dimensions. Low unit costs are most
closely matched to:Variety
Variation
Volume
Visibility

3
A)
B)
C)
D)

Which of the following is an implication of low variety?

Low unit cost
Flexibility needed
High complexity
Matching customers specific needs

In a service organisation faced with variable demand the

Operations Manager can help smooth demand by:
using part-time help during peak hours
scheduling work shifts to vary workforce needs according to demand
increase the customer self-service content of the service
using reservations and appointments

A)
B)
C)
D)
5
A)
B)
C)
D)

When developing the operations strategy one of the most

important considerations is that it:
Requires minimal capital investment
Utilises as much automation as possible
Utilises an equal balance of labour and automation
Supports the overall competitive strategy of the company

6
A)
B)
C)
D)

A order qualifying characteristic could be described as :

A factor which significantly contributes to winning business
A factor which may be of significance in other parts of the organisation
A factor which is at a higher level than the standard for the industry
A factor which has to achieve a particular level to be considered by the
customer

Expansion by acquisition of suppliers and customers, illustrates

which of the following strategies

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011
A)
B)
C)
D)

Vertical integration strategy

Facilities strategy
Planning and control systems strategy
Supplier development strategy

8
A)
B)
C)
D)

Process design or redesign is most important when

current performance is adequate
you have a significant competitive advantage
competitive priorities have changed
the cost of inputs remain stable

9
A)

Service shops are characterised as which of the following?

Some customer contact, a degree of customisation and some staff
discretion
Project orientated with little customisation
Many customer transactions, involving limited contact time
High-contact organisations where customers spend a considerable
time in the service process

B)
C)
D)
10
A)
B)
C)
D)

A big advantage of a process layout is

Its flexibility
Its low cost
The ability to employ low-skilled labour
Its high equipment utilization

11

As production systems move from projects to batch production to

mass production to continuous production
Processes become more flexible
Customer involvement with the process increases
Products become more standardised
Demand volumes decrease

A)
B)
C)
D)
12
A)
B)
C)
D)

Which one of the following reactive alternatives would typically be

best to implement a chase strategy for a manufacturing firm?
Use creative pricing to modify demand
Build anticipation inventory to absorb the variability in demand
Increase overtime to satisfy peaks in demand
Use promotional campaigns to boost demand

13

Buffer inventory is required as :

A)

C)
D)

One or more stages in the operation cannot supply all the items it
produces simultaneously
Material cannot be transported instantaneously between the point of
supply and the point of demand
Compensation for the uncertainties inherent in supply and demand
Compensation for differences in the timing of supply and demand

14

At a strategic level, the essential role of inventory is to support :

A)
B)
C)
D)

Quality, dependability, flexibility, cost and speed

Flexibility, dependability and quality
Cost and speed
Range, speed, flexibility and dependability

B)

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011
15

Where demand is uncertain, a key purchasing objective will be :

A)
B)
C)
D)

Fast delivery
High quality
Low price
Dependable delivery

16

In lean systems, if a defective product if found, which of the

following is generally NOT done?
The production line is stopped
The defective unit is passed on to the next workstation
The defective unit is returned to the worker responsible for creating the
defect
The production line is made aware of the problem without stopping the
line

A)
B)
C)
D)
17
A)
B)
C)
D)
18
A)
B)
C)
D)
19
A)
B)
C)
D)
20
A)
B)
C)
D)
21

Which of the following illustrates an activity that does not add

value?
Training employees
Ordering parts from a supplier
Accumulating parts in front of the next work centre
Delivering the product to the customer
Job design does not involve which one of the following
considerations :
How much autonomy should be given to individual employees?
What tasks should be allocated?
Who should be involved / consulted?
Ignoring where the job is located
Within a typical behavioural model of job design, which of the
following would be considered as representing core job
characteristics?
Task combination / task identity / autonomy
Vertical loading / skill variety / output
Task identity / task significance / autonomy
Cultural advancement / absenteeism / nationality
When a worker has a say in the work methods that he/she wishes
to utilise in his/her job is characterised by :
Skill variety
Job identity
Job significance
Autonomy

C)
D)

Which of the following is NOT considered effective in achieving

and maintaining service quality?
Encouraging service providers to be highly visible in dealing with
customers
Establishing peer groups among service providers to foster teamwork
and a sense of pride
Installing system of incentives that emphasises quality
Increasing supervision of service providers

22
A)

A quality variable
takes discrete values

A)
B)

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011
B)
C)
D)

may be measured on a continuous scale

is continually changing
is highly undesirable

23
A)
B)
C)
D)

Which of the following is an indirect benefit of improved quality?

Improved image
Reduced cost of inspection
Reduced scrap
Reduced inventory

24
A)

D)

A moment of truth is NOT

an opportunity to influence a customers perception of the service
quality
critical in achieving a reputation for superior quality
when the customer is forming an opinion about the efficiency of the
service
an interaction between the customer and a service provider

25
A)
B)
C)
D)

Proactive quality management includes the concept of

quality improvement costs more
needing to find out who is responsible for the quality problem
getting the service to the customer as soon as possible
highlighting problems to help solve them

26
A)
B)
C)
D)

Zero defects in manufacturing

is an unobtainable and misleading ideal
is the goal of TQM
is readily achievable in all areas
is a relevant goal only in electronic assembly

27

Which of the following represent reasons for globalising

operations?
To gain improvements in the supply chain
To improve operations
To expand a products life cycle
All of the above

B)
C)

A)
B)
C)
D)

28

A common difference between jobbing and mass operations is

degree of product standardisation

A)
B)

True
False

29

Companies that compete based on flexibility often cannot compete

based on cost
True
False

A)
B)
30

The design of products and services is separate and distinct from

the design of processes and they should be treated quite
independently

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011
A)
B)

True
False

31

Social responsibility is an issue for executives, not operation

managers
True
False

A)
B)
32
A)
B)

In an ABC inventory system, Class A items require loose inventory

control because of their high value
True
False

33

Jobs that are designed purely on the division of labour, scientific

management or ergonomic principles can alienate the people
performing them.

A)
B)

True
False

Page 9 of 18

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Section B Short answer questions (40%) Section B of the examination

paper will contain only 5 questions. These questions will be selected, by us,
from the pre-published list of 8 possible questions given below. You will be
required to write answers to all 5 of these questions. You will NOT KNOW
WHICH 5 questions have been selected for the paper until you sit the exam.
It is expected that your response to each question would be no more than
150 words, This exam paper has the requisite spaced lines for each of the
written answers. Only in exceptional circumstances will additional answer
books be accepted and these should be clearly marked in the usual way with
your student name and number.

Page 10 of 18

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 1
Explain how an understanding of 2 of the 5 Schroeders decision areas of
Process Design, Quality Management, Workforce Management, Inventory
Management, and Capacity Management could be applied to a large
supermarket organisation to help inform their operations management.

Question 2
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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Discuss the concept of straying from the diagonal relative to the volume
variety continuum and the implications for operations

Question 3
Describe how the characteristics of service operations (Presence of the
customer, simultaneity, perishability, intangibility, heterogeneity) can be
related to BMIbaby budget airline

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 4
The elimination of waste is a core philosophy of Just in Time / Lean
technology. What is meant by waste in this context?

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 5
Discuss some of the options available to operations managers when it comes
to introducing job design opportunities relating these to a work situation

Page 14 of 18

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 6
A major responsibility for all managers is the support of company based
systems designed to ensure the quality of products or services. Briefly
discuss why quality has become such a live issue today?

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 7
Major challenges for operations are seen to be Corporate Social
Responsibility, Globalisation and Environmental responsibility
a) Outline how two of these factors impact on the operations function?

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BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Page 17 of 18

BSB10214-5 & BSB10192-5 Resit

Year 2010-2011

Question 8
What are the implications of moving tasks between the front office and back
office areas of a service operation? Use relevant organisational situations of
your choice to relate to your responses

Page 18 of 18