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Chapter 4 Process Selection Multiple-Choice Questions 1. A large office with a printing department, a drafting department with all of the engineers located together, and all of the managers located together in a large suite of offices is an example of A. an assembly line process. B. a batch process. C. a project process. C. a continuous process. 2. The throughput ratio (TR) is the ratio of the total processing time for the job divided by A. total waiting time. B. utilization. C. total waiting time plus total processing time. D. 100. 3. Process efficiency is usually highest in which type of process? A. Assembly line B. Batch C. Project D. Job shop 4. A company makes necklaces with attached letters. Department A manufactures the necklace chains and letters ahead of demand. Department B assembles the necklaces for specific names when orders are received. Departments A and B are, respectively, A. make-to-stock, make-to-stock. B. make-to-stock, assemble-to-order. C. make-to-order, make-to-stock. D. make-to-order, assemble-to-order. 5. A make-to-order operation would be primarily concerned with A. forecasting demand. B. production planning. C. balancing inventory and service. D. lead time.

6. An entrepreneur is planning to start a factory to produce high-tech plastic containers in high volumes. She will use either an assembly line or batch process and has selected two possible sites, one in a small town and one in a big city. She has discovered the following:

Based on the information just presented, which of the following should be chosen? A. Assembly line in city. B. Assembly line in small town. C. Batch process in city. D. Batch process in small town. 7. Identify the correct statement from the following: A. A batch process is characterized by jumbled flow while an assembly line process is characterized by a sequential flow. B. A project process is characterized by difficult planning and scheduling. C. A job shop process is used to produce to customer order. D. All of the above are true. 8. Referring to the product-process matrix, if a company has a few major products with high demand and a jumbled flow (job shop) process, we know the company A. has a company strategy. B. is on the diagonal of the matrix. C. is further in its product life cycle than its process life cycle. D. is further in its process life cycle than its product life cycle. 9. An important lesson from the product-process matrix is A. give importance to product choice decisions over process choice decisions. B. give importance to process choice decisions over product choice decisions. C. give importance to aligning product choice decisions and process choice decisions. D. most firms should operate off the diagonal to achieve competitive status. 10. The type of processing system that is used for highly standardized products such as oil and gasoline is A. mass production. B. continuous process. C. project. D. batch.

Chapter 05 Service Delivery System Design

1. Which of the following is NOT a general characteristic of a service? A. Production and consumption are simultaneous. B. The service can be transported. C. No resale is possible. D. The service cannot be stored. 2. Which of the following are characteristics of a low-contact service delivery system? A. Lower costs and more standardization. B. Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation. C. Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow. D. Both a and c. E. All of the above. 3. The degree of customer contact measures A. the amount of time the customer is separated from the service delivery system. B. the amount of time the customer is in the service delivery system. C. the customization abilities of the service system. D. none of the above. 4. A service recovery process A. follows every service transaction. B. is an implicit service. C. is rapid compensation for a service failure. D. is none of the above. 5. A service guarantee A. is like a product guarantee except that it is for a service. B. specifies exactly what the service delivery system must provide. C. builds loyalty. D. all of the above….

6. A good service guarantee A. is often an advertising gimmick. B. is an honest assurance that the customer will be satisfied. C. has many stipulations and conditions. D. costs a lot. 7. Which of the following is NOT a correct statement? A. A service is produced and consumed simultaneously. B. Services are provided in a bundle of services and goods. C. The service delivery system should be designed primarily around the employees in the system. D. Low-contact services can usually be made more efficient than high-contact services. 8. Which of the following is NOT a differentiator between manufacturing and service operations? A. Transportation B. Customer contact C. Resale D. Cost per unit 9. Which of the following is NOT a characteristic of service operations? A. Intangible output. B. The buyer can perform part of the production. C. The product cannot be stored. D. Ownership is transferred at time of purchase.

10. Which of the following is NOT an element of the service product bundle? A. Facilitating goods B. Explicit service C. Implicit service D. Value of goods/service

Chapter 6 Process-Flow Analysis Multiple-Choice Questions 1. In the process view of business, which of the following should be identified when defining the system? A. Interconnected processes across functional areas. B. The process flow analysis approach to be used. C. Only the operations function. D. The vertical nature of the organizational design 2. If I denotes the average inventory in the system, T denotes the average throughput time, and R denotes the average flow rate of the system, then by Little's Law, A. I = T/R. B. T = I + R. C. I = R/T. D. R = I/T. 3. If a factory has 100,000 units of materials in the system and if the average flow rate of the system is 5,000 units per day, then according to Little's Law, the average throughput time is A. 0.5 days. B. 20 days. C. 0.05 days. D. 100 days. 4. A numerically controlled machining center has an average processing capacity of 5,000 units per day. It receives an average of 3,000 units of inventory from another machining center, and it has to supply an average of 1,000 units of finished goods to the packaging section. Assuming that the company incurs a significant cost for carrying finished goods supplied to the packaging section, the flow rate of the machining process is A. 3,000 units per day. B. 5,000 units per day. C. 1,000 units per day. D. none of the above. 5. Which of the following would NOT be changed due to process flow analysis? A. Raw materials B. Product or service design C. Job design D. Customers

6. The first step in process flowcharting is to A. draw the flowchart. B. break the process down into blocks. C. assemble an appropriate team to do the flowcharting. D. select an appropriate transformation process for analysis. 7. One step in process flow analysis is to describe the existing process. If a new system is being developed (there is no existing system), A. this step is simply omitted. B. process flow analysis cannot be performed. C. a sociotechnical design must be used. D. the analysis must include a hypothetical process for comparison. 8. Which of the following statements about Little's Law is NOT correct? A. Little's Law cannot be applied to service operations. B. Little's Law relates the average number of units in the system to average throughput time and average flow rate. C. Little's Law includes processing and waiting time. D. Little's Law assumes that the system is in steady state. 9. A diamond symbol in a flowchart indicates A. evaluation with more than one possible outcome. B. decision. C. both (a) and (b). D. neither (a) nor (b). 10. What does a square or rectangle symbol indicate in a flowchart? A. Operation B. Inspection C. Storage D. Delay

Chapter 7 Lean Thinking and Lean Systems 1. Lean thinking can be applied to A. manufacturing. B. services. C. functions other than operations. D. all of the above. 2. Which of the following is NOT an element of lean? A. Small lot sizes B. Modularized master schedule C. Multifunction workers D. Kanban pull system E. Perfect or nearly perfect quality 3. A kanban card is used to signal that A. the next work center is stopped. B. a materials handler has run out of parts. C. a machine has broken down. D. parts are needed by the subsequent work center. E. a machine is ready for preventive maintenance. 4. Lean emphasizes all of the following EXCEPT A. setup time reductions. B. cross training of workers. C. lot size reduction. D. increased utilization of machines. 5. For production control, lean pull systems are best suited for A. repetitive manufacturing. B. job shop production. C. semirepetitive batch manufacturing. D. unpredictable demand.

6. With regards to suppliers, lean systems typically require A. delivery of large lots at frequent intervals. B. buyer inspection of goods and materials. C. multiple sources from which to purchase. D. long-term relationships and commitments. 7. Reducing setup time is important because it A. increases available capacity. B. increases flexibility to meet schedule changes. C. reduces inventory. D. all of the above. 8. Given the following information pertaining to item AX143, determine the appropriate number of kanban containers that should be used to support production. Demand rate = 500 units/week Time for container to complete circuit = 2 weeks Safety stock = 30 percent Size of container = 5 units A. 500 containers. D. There is not enough information to answer the question. 9. Which of the following is NOT generally an element of a lean system? A. Flexible workforce B. MRP push system C. Stable master schedule D.Kanban pull system 10. If a work center has no empty kanban containers, the workers at the work center should do which of the following? A. Continue to produce as much inventory as they can. B. Produce enough inventory to meet the following day's demand. C. Produce enough inventory to satisfy the master production schedule. D. Stop production....