1.

In implementing supply chain strategy, a firm must minimize its total cost without
compromising the needs of what group of people?

A. vendors
B. equipment
C. employees
D. customers
E. chief executive officer

 
2. The first step in developing a house of quality is to develop a list of _____________. 

A. rooms in the house

B. customer requirements for the product
C. major vendors
D. team members
E. major parts and components of the product

 
 
3. The purpose of value analysis/value engineering is to ________________.

A. determine customers’ definition of value

B. determine the total cost of ownership of a product
C. add more features to a product
D. reduce the cost of parts and materials
E. simplify products and processes

 
4. The measure of how close the firm’s current output rate is to its best operating level
(percent) is?

A. Capacity utilization rate

B. Strategic capacity planning
C. Economies of scale
D. Best operating level
E. Capacity

 
5. Which of the following is not considered an input to the layout decision in facility
layout analysis?
A. Cost per square foot of alternative facilities
B. Space requirements for the elements in the layout
C. Specification of objectives and corresponding criteria to be used to evaluate the
design
D. Estimates of product or service demand on the system
E. Processing requirements in terms of the number of operations and the flow
between elements in the layout

 
6. Consider a three sequentially stepped process named as Process A, Process B, and
Process C. Input comes into Process A. Output from A goes into Process B. Output
from B goes into Process C. Output of C is the final output. Suppose that it takes 2
minutes per unit in Process A, 3 minutes per unit in Process B and 1 minute per unit in
Process C. Suppose further that Process A receives input at the rate of 30 per hour.
Where would you place a buffer?

A. in front of Process A
B. in front of Process B
C. in front of Process C
D. in front of both Process B and Process C
E. None of these choices are correct.

 
7. A process is ___________ if it operates at the lowest possible cost. 

A. Effective
B. Attractive
C. Successful
D. Efficient
E. Valuable

 
 
8) Which of the following are significant ways in which service systems differ from
manufacturing systems? (You may select more than one answer)
 

A.     The process is part of the product

B.     Service is tangible

C.     You cannot inventory service

 D.     The service itself cannot be patented

E.     Employees do not require any technical

training

 9) A ride at an amusement park is an example of a service operation where there is

direct contact between the customer and server, but little variation in the service
process—neither the customer nor server has much discretion in how the service will be
provided. As shown on the service-system design matrix, which type of service is being
delivered?

 A.     On-site technology

B.     Face-to-face, total

customization

C.     Face-to-face, loose specs

D.     Face-to-face, tight specs

E.     Buffered core

 10)  Flowcharts are a common process design and analysis tool used in both
manufacturing and services. What is a key feature on flowcharts used in service
operations that differentiates between the front-office and back-office aspects of the
system?

 A.     Virtual wall

B.     Line of visibility

C.     Responsibility
discriminator

D.     Office barrier

E.     Service separator

 
11) Which of the following are characteristics of a well-designed service system? (You
may select more than one answer.)

  A.     It is user-friendly

B.     It is rigid and inflexible

C.     It is cost-effective

D.     Each element of the system is consistent with the operating focus of the
firm

E.     It provides an impenetrable barrier between front- and back-office parts of the
system

 12. Owners of a local restaurant are concerned about their ability to provide quality
service as they continue to grow and attract more customers. They have collected data
from Friday and Saturday nights, their busiest times of the week. During these time
periods, about 94 customers arrive per hour for service. Given the number of tables and
chairs, and the typical time it takes to serve a customer, the owners estimate they can
serve, on average, about 138 customers per hour.

During these nights, are they in the zone of service, the critical zone, or the zone of
nonservice?
 

A.     Critical zone

B.     zone of service

C.     Zone of
nonservice