Download Quality Management Principles and Techniques and more Exams Nursing in PDF only on Docsity!
LATEST UPDATED OPERATION
MANAGEMENT (690 QUESTIONS AND
ANSWERS) GRADED A + 2024.
A quality circle is: - solution A team of volunteer production employees and their supervisors who meet regularly to solve quality problems The important thing in Quality Function Deployment competitive evaluation is - solution To identify customer requirements that should be pursued and how we fare relative to our competitors One common name for TQM based team work is: - solution Quality circle What was the first US company to receive the Deming Prize? - solution Florida Power & Light Who developed quality control charts? - solution Walter Shewhart For Juran's quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met? - solution Quality planning Who developed a formula for determining the cost of poor quality? - solution Genichi Taguchi Fitness for Use - solution A definition of quality that evaluates how well the product performs for its intended use. the only definition that combines economics with consumer criteria - solution Value for price paid Black Belts - solution a designation received by individuals highly trained in quality improvement principles and techniques and who's job is to identify and solve quality problems
Two categories of quality costs - solution quality controls costs, quality failure costs Two types of quality control costs - solution prevention costs and appraisal costs Two types of quality failure costs - solution External failure costs and internal failure costs Quality controls costs - solution costs necessary for achieving high quality Quality failure costs - solution cost consequences of poor quality the Deming Prize - solution an annual award given to firms that demonstrate outstanding quality quality trilogy - solution Quality Planning Quality Control Quality Improvement concepts of TQM - solution Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management, managing supplier quality. "P" in PDSA cycle - solution "Plan" - evaluate current process and make plans based on any problems found. document current procedures, collect data, identify problems. "D" in PDSA cycle - solution "Do" - implementing the plan, documenting all changes made and collecting data for evaluation. "S" in PDSA cycle - solution "Study" - study data collected in "do" phase and evaluate whether plan is achieving goal. "A" in PDSA cycle - solution "Act" - act on the basis of the results by communicating results to other members of the company and implementing the new procedure if it has been successful. costs that are incurred to prevent poor quality - solution prevention and appraisal costs
Assignable causes of variation are - solution those that can be identified and eliminated. Control charts for variables include - solution x-bar charts and r-charts x-bar charts monitor: - solution the mean or average value of a product characteristic r-charts monitor: - solution the range or dispersion of the values of a product characteristic control charts for attributes include: - solution p-charts and c-charts p-charts monitor: - solution the proportion of defects in a sample c-charts monitor: - solution the actual number of defects in a sample the process capability index (Cp) is computed as: - solution the ratio of the specification width to the width of the process variability OM uses tools to help make the right quality decisions. These tools come from the field of ________ - solution statistics Skewness - solution measures the symmetry of the distribution An alpha (α) risk is also called: - solution Type I error symmetric distribution - solution when the number of observations below the mean is the same as the number of observations above the mean The standard deviation of the distribution of sample means is computed by
- solution σ/√n single sampling - solution A random sample is drawn from every lot. Each item in the sample is examined and is labeled as either "good" or "bad." double sampling - solution provides an opportunity to sample the lot a second time if the results of the first sample are inconclusive. We first sample a lot of goods according to preset criteria for definite acceptance or
rejection. However, if the results fall in the middle range, they are considered inconclusive and a second sample is taken. Multiple-sampling plans - solution Similar to double-sampling plans except that criteria are set for more than two samples. process width is typically used when computing the process capability index Cp - solution 6σ A control chart for ______________ is used to monitor characteristics that can be measured. - solution Variables A control chart for ______________ is used to monitor characteristics that have discrete values and can be counted. - solution attributes The three-step procedure for making capacity planning decisions - solution Identify Capacity Requirements, Develop Capacity Alternatives, Evaluate Capacity Alternatives Decision points. - solution Part of a decision tree -- These are the points in time when decisions, such as whether or not to expand, are made. They are represented by squares, called "nodes." Decision alternatives. - solution part of a decision tree -- Buying a large facility and buying a small facility are two decision alternatives. They are represented by "branches" or arrows leaving a decision point. Chance events. - solution part of a decision tree -- These are events that could affect the value of a decision. Each chance event has a probability or likelihood of occurring. the sum of the probabilities of all chances must add up to 100 percent. Chance events are "branches" or arrows leaving circular nodes. Outcomes. - solution part of a decision tree -- For each possible alternative an outcome is listed. In our example, that may be expected profit for each alternative (expand now or later) given each chance event (high demand or low demand). steps used to develop a factor rating - solution identify dominant factors, assign weights to factors, select scale by which to evaluate each location
The ease with which the product can be made is its - solution manufacturability Which type of operation is used to produce many different products with varying process requirements in lower volumes? - solution intermittent Building a bridge over the Mississippi River for a new highway uses a - solution project process What type of process is designed to produce a large volume of a standardized product for mass production, such as automobiles? - solution line process Which type of process would be least likely to produce goods for inventory rather than for a specific customer request? - solution project a tool for evaluating an operation in terms of the sequence of steps from inputs to outputs with the goal of improving its design - solution process flow analysis a process flowchart is useful for: - solution seeing the totality of the operation and for identifying potential problem areas Product design and process selection affect - solution product quality, product cost, and customer satisfaction. Which definition used for quality evaluates how well a product performs its intended function? - solution Fitness for use Which total quality management (TQM) process was developed to stress management's responsibility for quality? - solution 14 points for quality improvement Which total quality management (TQM) process consists of 13 published standards and guidelines? - solution ISO 9000 A company manufactures shoes using a quality management system. The company needs to put
a process in place to measure any defects. The company would like to measure the number of defects and observe the number of occurrences to isolate the particular defect. Which quality tool should the company use to focus on correcting this particular issue? - solution Checklist Which quality control tool should be used to monitor the current status or end result of a process? - solution Control Chart Which group of keywords or phrases describes the critical role that marketing plays in the total quality management (TQM) process? - solution Enhance competition; understand consumer preferences; maintain communication with operations What is the common theme in total quality management (TQM) across all functions in an organization? - solution To satisfy customer needs Which concept of variation measures the central tendency of a set of data?
- solution Mean What do assignable causes of variation indicate? - solution Out-of-control signals were found in the process. Which continuous improvement method does Cpk measure? - solution How close one is to a target and how consistent one is with the average performance two important aspects of Six Sigma - solution Technical tools, People involvement Which strategy is used by some emergency rooms to overcome customer frustrations about long waiting times? - solution Screen patients and fast- track those with minor ailments which two factors affect a service location decision? - solution Proximity to customer, Quality-of-life issues
Which design work system minimizes repetitiveness in tasks by assigning employees the role of planning and scheduling? - solution job enrichment Which work system acknowledges the benefits of employee proficiency? - solution labor specialization Which term means to schedule a job that starts immediately, regardless of the due date? - solution forward scheduling What is the third basic element in the just-in-time (JIT) system if the first element is total quality management (TQM) and the second is JIT manufacturing? - solution Respect for people How do just-in-time (JIT) and lean systems add value? - solution By reducing waste Which concept takes a total system approach to creating an efficient operation and combines concepts such as just-in-time (JIT), total quality management (TQM), and continuous improvement? - solution lean systems Why is kanban significant to the "pull" system? - solution It specifies the exact quantity of a product that needs to be produced. What are two product system differences between the push and pull processes? - solution Push moves the product forward in anticipation for demand. Pull eliminates excessive inventory. Which function does marketing play in a just-in-time (JIT) organization? - solution JIT marketing focuses on customer-driven quality. How does a just-in-time (JIT) system influence all functional areas within a company? - solution Companies are able to reduce waste. Companies develop new ways to generate revenue. What are two ways management can assist employees' focus in a just-in- time (JIT) processing environment? - solution Ensure that workers receive multi-functional training. Develop an incentive system to reward workers for their efforts.
Which role do third-party logistics providers play in the supply chain? - solution External distributors What is the measure of how much supply chain is owned or operated by the manufacturer? - solution vertical integration Which two areas should managers consider in order to adapt to the business dynamics affecting their company? - solution Their control over internal operations & Their influence and leverage over supplies What are two strategic objectives for every member of the supply chain? - solution Increasing cost effectiveness Becoming more efficient How does the status of overall customer satisfaction support supply chain objectives? - solution It measures efficiency. What is the name of the model that has been created to examine the four different supply chain perspectives of reliability, flexibility, expenses, and assets/utilization - solution SCOR (Supply Chain Operations Reference) "The annual cost of goods sold for a company is $8,400,000 and the average inventory is $1,200,000. What is the number of weeks of supply?"
- solution 7 (COGS / AvgInventory) "A manufacturing firm uses warehouses and shippers in their supply chain. At which stage of the firm's inventory management system would the statement "percentage of line items shipped on schedule" be used?" - solution Finished goods "How does inventory management differ for manufacturing organizations compared to service organizations?" - solution Manufacturing organizations must maintain tangible inventory. What is one advantage of a periodic review system? - solution All items are reviewed during the same time interval.
Which project life cycle phase includes identifying the need for a project? - solution Conception "A company decides and makes plans to enter into a new market. Which project life cycle phase does this strategy directly relate to?" - solution Conception Which of the following is a tool for evaluating an operation in terms of the sequence of steps from inputs to outputs with the goal of improving its design? - solution process flow analysis All product designs begin with ____________________________. - solution an idea Concurrent engineering is - solution simultaneously design the product and the process What refers to the use of common and interchangeable parts? - solution design standardization What type of operations focus on products in the early stage of the life cycle? - solution intermittent Vertical integration decisions is a better strategic decision for - solution repetitive operations What type of machine is controlled by a computer and can do a variety of tasks, such as drilling, boring, or turning parts of different sizes and shapes? - solution numerically controlled Highly labor intensive services are called - solution pure services master production schedule - solution assembly schedule which is a statement of which products and quantities will be made in specific time periods. JIT is a philosophy that was developed by - solution the Toyota Motor Company in the mid-1970s
JIT considers ______ to be the organization's most important resource. - solution people The broad view of JIT is now often termed __________________________. - solution lean production kaizen blitz - solution An improvement tool that utilizes cross-functional teams to plan and deliver improvements to specific processes during two- or three-day marathon sessions JIT flexibility refers to - solution workers being able to perform many different tasks Being able to keep costs low while changing the volume of production is an example of - solution flexibility JIT manufacturing cannot succeed if __________costs are too high. - solution set-up According to JIT, __________ is carried to cover up a wide variety of problems, such as poor quality, demand uncertainty, and slow delivery. - solution inventory JIT believes in developing __________ relationships with suppliers. - solution long-term In JIT a Kanban card is used to signal - solution The need for more parts It the goal is to reduce the amount of inventory in the system, the number of Kanban cards should - solution Be decreased JIT requires compact layouts and increased visibility so - solution everyone can see what everyone else is doing The philosophy of JIT originated in: - solution Japan The central belief of the JIT philosophy is - solution elimination of waste JIT was based on the need for - solution survival
three steps in designing process layouts: - solution 1. Gather information
- Develop a block plan or schematic of the layout
- Develop a detailed layout ALDEP and CRAFT - solution computer software packages for designing process layouts _____ layouts provide much flexibility and allow for the production of many products with differing characteristics - solution Process ____ layouts provide great efficiency when producing one type of product. - solution Product A hospital is an example of which layout type? - solution process A university is an example of which layout type? - solution process A car wash is an example of which layout type? - solution product A hybrid layout combines - solution process and product Bridge construction is an example of which layout type? - solution fixed position According to the textbook, the available space of a facility is best seen by using a - solution block plan When developing a detailed layout, what tools would be used? - solution 3-D models and CAD software For the general warehouse layout problem, which department should be located furthest from the dock? - solution smallest ratio of trips needed to area needed A supply chain structure has: - solution external suppliers, internal functions of the firm, and external distributors Hand tools, lubricants, and cleaning supplies are usually examples of what? - solution MRO inventory
Finished goods in transit to the customer are called what? - solution distribution inventory Which inventory function provides a hedge against inflation? - solution speculative inventory Percentage of orders shipped on schedule is a good measure of finished goods customer service if: - solution all orders and customers have similar value. Percentage of Line Items Shipped on Schedule recognizes that: - solution not all orders are equal but fails to take into account the dollar value of orders. How can the EPQ model be economically reconciled with just-in-time (JIT) production? - solution Decrease ordering cost (S). step 1 to develop an aggregate plan - solution identify type of aggregate plan: level, chase, or hybrid step 2 to develop an aggregate plan - solution calculate the aggregate production rate step 3 to develop an aggregate plan - solution calculate size of workforce step 4 to develop an aggregate plan - solution test plan and calculate costs step 5 to develop an aggregate plan - solution evaluate plan in terms of cost, customer service, operations, and human resources Planning begins with the development of the_________ - solution strategic business plan ________ develops a plan that enables the company to satisfy the goals of the strategic business plan. - solution Marketing the _______ identifies the resources needed by operations to support the marketing plan. - solution aggregate plan
What type of aggregate plan maintains a constant workforce and produces the same amount of product in each time period? - solution level Your firm starts the week with 5 employees and each employee can ship 10 computers a day. At the end of the week you need to ship 300 computers. Daily demand fluctuates and you are using a chase aggregate plan. What is the impact on your employees? - solution The number of employees will vary over the week. What type of aggregate plan sets labor and equipment capacity to satisfy demand each period? - solution chase A proactive marketing approach in aggregate planning involves _________________________________. - solution shifting the demand patterns to level demand fluctuations In evaluating your new production plan, cost comparisons are - solution simple if you are comparing similar ending positions What are the two primary objectives of aggregate planning? - solution output rate and workforce size An ________ provides a single interface for managing all routine activities performed in manufacturing - solution ERP system ______ is the capability of collecting business intelligence along the supply chain. - solution Supply chain intelligence (SCI) ______ is designed to improve decision making in the supply chain. - solution Supply chain management (SCM) software companies' motivations for implementing ERP systems: - solution technological and operational. ______ motivation relates to the replacement of disparate systems; improved quality and visibility of information; integration of business processes and systems; replacement of older, obsolete systems; and the acquisition of systems that can support future business growth. - solution Technological
______ motivation is related to improving inadequate business performance, reducing high-cost structures, improving customer responsiveness, simplifying complex processes, supporting global expansion, and standardizing best practices throughout the enterprise. - solution Operational ERP ______ benefits refer to reductions in inventory and staffing, increased productivity, improved order management, quicker closing of financial cycles, reduced IT and purchasing costs, improved cash flow management, increased revenue and profits, reduced transportation and logistics costs, and improved on-time delivery performance. - solution Tangible ERP _____ benefits refer to the improved visibility of corporate data, improved customer responsiveness, better integration between systems, standardization of computing platforms, improved flexibility, global sharing of information, and better visibility into the supply chain management process. - solution Intangible _____ is an information system that uses the concept of backward scheduling. - solution Material requirements planning (MRP) _____________ is the demand for finished products; it does not depend on the demand for other products. - solution Independent demand Part of the MRP system is developing a _________ that shows future demand, supply, and inventories by time period. - solution time-phased schedule The ______ schedule shows the production planner when in the production process parts and materials must be available. - solution time-phased objectives of an MRP system are _________ and ________ - solution to determine the quantity and timing of material requirements, to keep priorities updated and valid. MRP maintains priorities by _________ and making the necessary adjustments. - solution recognizing changes in the operations environment
