BAM 199 Operations Management (TQM)

Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

Lesson Title: 1st Periodical Examination Materials:

SAS

Productivity Tip: “Let us remember: one book, one pen, one child, and one teacher can change the world”.
– Malala Yousafzai

GENERAL DIRECTIONS
READ THIS PAGE BEFORE STARTING THE ASSESSMENT

This is a 9-paged test divided into two parts and has a total score of sixty
(60) points. You have eighty (80) Minutes to finish this examination.
LEARNING OBJECTIVE:
All things unnecessary for the test must be put in front of the testing
area. Erasures are strictly NOT allowed. This assessment measures
the competence of the student
You may NOT use smart phones or reference materials during the in terms of his/her application
testing session. Only the allowed calculators should be used. of knowledge and skills in the
following topics:
Try to answer all questions. In general, if you have some knowledge 1. Introduction to Operations
about a question, it is better to try to answer it. You will not be Management
penalized for guessing. 2. Product and Service
Design
Be sure to allocate your time carefully so you can complete the entire
test within the exam session. You may go back and review your
answers at any time during the exam session.

Those who are caught cheating or doing acts not allowed during the exam shall be instructed to
surrender their test papers and shall leave the testing room immediately. Subsequently, their papers
shall be rated as ZERO.

This concludes the instruction page.

You may now begin answering.

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

Part I. Multiple Choices. Write the CAPITAL LETTER of your choice on the blank space provided.

_____ 1. Marketing personnel and product designers must work closely with operations to successfully
develop and produce new products because operations personnel can best judge how
_____________ new product designs will be.
A. marketable
B. segmentable
C. manufacturable
D. profitable

_____ 2. In their chief role of _________, operations managers exert considerable influence over the
degree to which the goals and objectives of the organization are realized.
A. promoter/salesman
B. designer/builder
C. planner/decision maker
D. recruiter/trainer

_____ 3. Business organizations consist of three major functional areas which, ideally:
A. support one another.
B. are mutually exclusive.
C. exist independently of each other.
D. function independently of each other.

_____ 4. Operations management is applicable

A. mostly to the service sector
B. to services exclusively
C. mostly to the manufacturing sector
D. to all firms, whether manufacturing and service

_____ 5. Which of the following would not be an operations function in a fast-food restaurant?
A. advertising and promotion
B. designing the layout of the facility
C. maintaining equipment
D. making hamburgers and fries

_____ 6. Reasons to study Operations Management include

A. studying why people organize themselves for free enterprise
B. knowing how goods and services are consumed

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

C. understanding what human resource managers do

D. learning about a costly part of the enterprise

_____ 7. All of the following decisions fall within the scope of operations management except for
A. financial analysis
B. design of goods and processes
C. location of facilities
S. managing quality

_____ 8. Which of the following statements is true?

A. Almost all services and almost all goods are a mixture of a service and a tangible product.
B. A pure good has no tangible product component.
C. A pure service has only a tangible product component.
D. There is no such thing as a pure good.

_____ 9. Typical differences between goods and services do not include

A. cost per unit
B. ability to inventory items
C. timing of production and consumption
D. customer interaction

_____ 10. Which of the following is not one of the 3 Rs?

A. reuse
B. reduce
C. reposition
D. recycle

_____ 11. Which of the following is an example of a postponement tactic?

A. mass customization
B. standardization
C. process mapping
D. delayed differentiation

_____ 12. Which of these pairs of functions would tend to be affected most dramatically by a product or
service redesign?
A. Operations and Accounting
B. Marketing and Operations
C. Finance and Human Resources

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

D. Engineering and Accounting

_____ 13. Designing for recycling helps facilitate: A.

reduced legal liability.
B. compliance with regulatory environments.
C. increased product reliability.
D. reduced standardization costs.

_____ 14. One way to increase reliability is to: A.

improve component design.
B. increase the number of service stations.
C. increase mean repair time.
D. increase the number of dependent components.

_____ 15. The process of dismantling and inspecting a competitor's new or revised product for the
purpose of gleaning design ideas is called: A. design by imitation.
B. product analysis.
C. reverse engineering.
D. benchmarking.

_____ 16. The term "degrees of newness" is associated with: A.

average age of employees.
B. average length of time on the job.
C. total years of business experience.
D. degree of design change.

_____ 17. Making plans for how products that have reached the end of their useful lives will be dealt with
is the primary subject of:
A. cradle-to-grave assessment.
B. end-of-life programs.
C. life-cycle analysis.
D. three R's programs.

_____ 18. The key to successfully competing is understanding what customers want and then
__________ satisfy those wants. A. training production workers to
B. finding suppliers who can
C. finding the best way to
D. designing products and services that

_____ 19. Product design and choice of location are examples of _______ decisions. A.
strategic

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

B. tactical
C. operational
D. customer-focused

_____ 20. Which of the following statements about variation is false?

A. Variation prevents a production process from being as efficient as it can be.
B. Some variation can be prevented.
C. Variation can either be assignable or random.
D. Any variation makes a production process less productive
_____ 21. Which of the following is not a benefit of using models in decision making? A.
They provide a standardized format for analyzing a problem.
B. They serve as a consistent tool for evaluation.
C. They are easy to use and less expensive than dealing with the actual situation.
D. They force the decision maker to take into account qualitative issues such as personalities
and emotions.

_____ 22. Taking a systems viewpoint with regard to operations in today's environment increasingly
leads decision makers to consider ______________ in response to the ___________.
A. flexibility; pressure to be more efficient
B. offshoring; need to promote domestic production
C. sustainability; threat of global warming
D. technology; impact of random variation

_____ 23. The fact that a few improvements in a few key areas of operations will have more impact
than many improvements in many other areas is consistent with the: A. Irwin phenomenon.
B. Pareto phenomenon.
C. Stevenson phenomenon.
D. Tellier phenomenon.

_____ 24. Dealing with the fact that certain aspects of any management situation are more important
than others is called:
A. analysis of trade-offs.
B. sensitivity analysis.
C. recognition of priorities.
D. analysis of variance.

_____ 25. Which of the following is not true about the systems approach?
A. A systems viewpoint is almost always beneficial in decision making.
B. A systems approach emphasizes interrelationships among subsystems.
C. A systems approach concentrates on efficiency within subsystems.
D. A systems approach is essential whenever something is being redesigned or improved.

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

_____ 26. The responsibilities of the operations manager include:

A. allocating financial resources throughout the organization.
B. the creation of goods or provision of services.
C. promoting the organization’s goods or services.
D. assessing consumer wants and needs.

_____ 27. Which is not true regarding differences between goods and services?
A. Services are generally produced and consumed simultaneously; tangible goods are not.
B. Services tend to be more knowledge-based than products.
C. Services tend to have a more inconsistent product definition than goods.
D. Goods tend to have higher customer interaction than services.

_____ 28. Which of the following services is least likely to be unique, i.e., customized to a particular
individual's needs? A. dental care
B. hairdressing
C. legal services
D. elementary education

_____ 29. Which of the following will more likely locate near their customers?
A. an automobile manufacturer
B. an aluminum manufacturer
C. an insurance company headquarters
D. a medical clinic

_____ 30. Operations managers must be able to anticipate changes in which of the following?
A. product mix
B. product opportunities
C. the products themselves
D. product volume
E. all of the above

_____ 31. A product's life cycle is divided into four stages, which are
A. introduction, growth, saturation, and maturity
B. introduction, growth, stability, and decline
C. introduction, maturity, saturation, and decline
D. introduction, growth, maturity, and decline

_____ 32. An operations manager's most ethical activity is

A. to enhance productivity while delivering desired goods and services
B. to use less energy
C. to use more recycled ingredients

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

D. to use less harmful ingredients

_____ 33. Which of the following makes products that are friendlier to the environment?
A. using less materials
B. more recycled materials
C. using less energy
D. using less harmful ingredients
E. all of the above

_____ 34. For a full-time college student, which of the following moments of truth exemplifies the
customer's standard expectations?
A. Your advisor made you wait, even though you had an appointment.
B. You had to visit more than once to reach your academic advisor.
C. Your advisor was competent, helpful, and understanding.
D. Your advisor failed to keep her appointment with you.

_____ 35. Which of the following scenarios illustrates a moment that exceeds the customer's
expectations?
A. an express mail service that guarantees overnight delivery
B. a flight attendant that responds shortly after being called
C. a hairdresser that cuts your hair at the right length
D. a professor that contacts people in several companies to find you a job

_____ 36. Operations managers must be able to anticipate changes in which of the following?
A. product mix
B. product opportunities
C. the products themselves
D. product volume
E. all of the above

_____ 37. In addition to operations, which of the following is considered a "line" function? A.
accounting
B. finance
C. IT
D. procurement
E. sales

_____ 38. Technology choices can have a major impact on: A.

costs.
B. productivity.
C. customer satisfaction.

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

D. quality.
E. all of the above.
_____ 39. responsibilities of the operations manager include:
A. allocating financial resources throughout the organization.
B. the creation of goods or provision of services.
C. promoting the organization’s goods or services.
D. assessing consumer wants and needs.

Part II. Matching Type. Match Column A with the correct answers on Column B. Write only the letter
of answer on the blank space provided at the left side of the paper.

Column A Column B
G 1. The management of systems or processes that are part of
A Operations
the operations that will create goods and/or provide
services
A 2. It is the part of a business organization that is responsible
B Assignable Variation
for producing goods and/or providing

services.

C 3. It is a discipline in operations management in which

people use various methods to discover, model, analyze,
C Process Management
measure, improve, optimize, and automate business
processes.
J 4. It consists of one or more actions that transform inputs into
D Random Variation
outputs
B 5. These are caused by defective input, incorrect work
E System Operation
methods, out-of-adjustment equipment, and so on
6. These are strategic decisions that usually require longterm
F The Virtue Principle
commitment of resources.
H 7. It is an abstraction of reality; a simplified representation of
G Operations Management
something.
K 8. A decision-making approach that frequently seeks to
obtain a mathematically optimal solution to certain H Model
managerial problems.
N 9. Emphasizes interrelationships among subsystems. I Ethics
I 10. A standard of behaviour that guides how one should act
J Process
in various situations
F 11. This principle states that actions should be consistent
K Quantitative Approach
with certain ideal virtues.

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

O 12. It involves the use of the internet to transact business. L The Fairness Principle
P 13. These are organized efforts to increase scientific
M System Design
knowledge or product innovation.
Q 14. The responsibility a manufacturer has for any injuries or
damages caused by as faulty product. The associated
costs with this liability would be litigation, legal and N Systems Approach
insurance costs, settlement costs, costly product recalls,
and reputation effects.
R 15. It refers to examination of the function of parts and
materials in an effort to reduce the cost and/or improve O E-Business
the performance of a product.
W 16. It means recovering materials for future use and this is
sometimes considered as an important consideration for P Research-based
designers
U 17. It means refurbishing used products by replacing wornout
Q Product Liability
or defective components
S 18. It is the assessment of the environmental impact of a
R Value Analysis
product or service throughout its useful life.
V 19. It refers to the extent to which there is an absence of
S Life Cycle Analysis
variety in a product, service, or process.
T 20. It is a process of producing, but not quite completing, a
T Delayed Differentiation
product or service until customer preferences are known.
U Remanufacturing
V Standardization
W Recycling

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 BAM 199 Operations Management (TQM)
Module #10

Name:_______________________________________________________ Class number: _______

Section: ___________ Schedule:__________________________________ Date: _______________

-END-

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