Chapter 15: Operations, Quality, and Productivity
Test Bank
MULTIPLE CHOICE
1. The function concerned with transforming resource inputs into product outputs is __________.
a.
operations
b.
production
c.
assembly
d.
development
2. A(n) _______ is a good, a service, or a combination of the two.
a.
item
b.
product
c.
object
d.
output
3. All of the following are examples of a tangible product, except __________.
a.
a car
b.
a computer
c.
a textbook
d.
legal advice
4. A(n) _______ is an intangible product.
a.
appliance
b.
car
c.
haircut
d.
television
5. The level of _______ refers to the amount of input from customers, which determines whether
operations are make to stock, assemble to order, or make to order.
a.
operations flexibility
b.
customer involvement
c.
automation
d.
product variation
6. ________ refers to the amount of variety in the products an operation produces, which
determines whether the products are produced continuously, repetitively, in batches, or
individually.
a.
Customer involvement
b.
Product variation
c.
Operations flexibility
d.
Automation
7. Flexibility within operations is based on product _______ and _______.
a.
volume; type
b.
type; variety
c.
classification; variety
d.
volume; variety
8. The process used to transform inputs into outputs is __________.
a.
technology
b.
production
c.
design
d.
development
9. The levels of customer involvement do not include __________.
a.
make-to-stock operations
b.
assemble-to-stock operations
c.
make-to-order operations
d.
assemble-to-order operations
10. Major appliance retail stores such as Sears sell appliances and also offer extended warranties
and service what they sell. This is an example of ______.
a.
intangible products
b.
tangible products
c.
mixed products
d.
semitangible products
11. Juanita has setup a new bakery that produces different outputs such as cookies, cakes, and
brownies while using common ingredients and tools. The type of operation system Juanita is
using is __________.
a.
continuous process operations
b.
repetitive process operations
c.
batch process operations
d.
project process operations
12. Harlyn paints portraits by commission. Each customer who calls her wants a unique work of art
and has specific demands regarding the painting. Harlyn completes all of the paintings in her
studio, either while the subject poses or from photographs she takes before she begins. The type
of operation system Harlyn is using is __________.
a.
continuous process operations
b.
individual process operations
c.
batch process operations
d.
repetitive process operations
13. The Smith General Contracting Company commonly completes projects by sending their
resources to the customer’s site rather than to their own facilities. This is a(n) _______ operation
system.
a.
individual process
b.
project process
c.
continuous process
d.
repetitive process
14. Micah manages a manufacturing facility that is almost entirely automated. His only employees
monitor the operation of the machines and ensure they are properly maintained while the
machines do the actual work. The operations of Micha’s facility would be categorized as
__________.
a.
mechanically intensive
b.
automation intensive
c.
capital intensive
d.
robotics intensive
15. Shay owns an insurance agency that employs ten agents. The agents do all of the work
prospecting new clients, identifying their insurance needs, selling them the appropriate policies,
and providing ongoing service after the policies are issued. In terms of intensity, the operations
of Shay’s agency would be categorized as __________.
a.
organically intensive
b.
human intensive
c.
people intensive
d.
labor intensive
16. Wayne and Ichiro are discussing Ichiro’s plans for his new baseball specialty sporting goods
store. They are discussing how many product lines to feature in the store, how many products
Ichiro should offer within each line, and the mixture of goods within each line. Wayne and
Ichiro are discussing the __________ for the store.
a.
product mix
b.
product design
c.
product assortment
d.
product selection
17. Time-based competition refers to the use of _______ to increase the speed with which an
organization goes from creativity to delivery.
a.
methods
b.
resources
c.
innovation
d.
strategies
18. The time required to complete the time-based competition process is called __________.
a.
total time
b.
throughput time
c.
processing time
d.
turnout time
19. “Quality is a virtue of design” means that if products are well designed, all of the following will
be true, except _________.
a.
there will be fewer operations problems
b.
the product will be easier to sell
c.
the design process will be shorter
d.
servicing the product will be less costly
20. Macy’s and other similar retail stores use a _____ layout.
a.
process
b.
fixed-position
c.
cellular
d.
product
21. All of the following are part of facilities, except __________.
a.
buildings
b.
products
c.
machines
d.
furniture
22. Which facility layout is associated with made-to-stock and assemble-to-order levels of
customer involvement and relatively inflexible repetitive process operations or continuous
process operations?
a.
Cellular
b.
Process
c.
Fixed-position
d.
Product
23. You have decided to open a fast-food restaurant. Which facility layout would be most efficient
for you to use in the new restaurant’s kitchen?
a.
Cellular
b.
Product
c.
Fixed-position
d.
Process
24. Chen’s Floor Cleaners goes house to house to perform their floor cleaning services. What
facility layout does this business use?
a.
Process
b.
Product
c.
Fixed-position
d.
Cellular
25. Which of the following is not a type of facility layout?
a.
Product
b.
Process
c.
Organic
d.
Fixed-position
26. Facility __________ must be determined based on the classification of the operations system
and the organization’s product mix, layout requirements, and capacity planning.
a.
routing
b.
capacity
c.
layout
d.
location
27. A facilities __________ refers to the spatial arrangement of physical resources relative to each
other.
a.
location
b.
layout
c.
capacity
d.
design
28. Michaela would like to arrange her new office in such a way that everything she will need is
placed around her so that she can get to them easily. Michaela should consider a __________
layout for her office.
a.
process
b.
product
c.
cellular
d.
fixed-position
29. Which layout is associated with make-to-order and assemble-to-order levels of customer
involvement and flexible project process operations?
a.
Product
b.
Cellular
c.
Process
d.
Fixed-position
30. _____ facility layout is associated with make-to-stock and assemble-to-order levels of customer
involvement and relatively flexible batch process operations.
a.
Cellular
b.
Process
c.
Fixed-position
d.
Product
31. The critical path in a PERT network is important to know because it determines the
____________ needed to complete a project.
a.
length of time
b.
amount of money
c.
number of employees
d.
number of activities
32. All of the following are priority scheduling methods, except __________.
a.
first in–first out
b.
first come–first served
c.
earliest due date
d.
shortest operating time
33. _________ and ________ are useful tools when the activities follow each other in a dependent
series.
a.
Balanced scorecards; PERT technique
b.
Gantt charts; PERT technique
c.
Planning sheets; Gantt charts
d.
Gantt charts; balanced scorecard
34. The critical path is the most ______________ series of activities in a PERT network.
a.
time-consuming
b.
important
c.
expensive
d.
difficult
35. _____ is the continuing evaluation and reordering of the sequence in which products will be
produced.
a.
Priority scheduling
b.
Time flow mapping
c.
Critical scheduling
d.
Process routing
36. __________ is/are a network scheduling technique that illustrate(s) the dependence of
activities.
a.
Priority scheduling
b.
PERT
c.
Gantt charts
d.
Planning sheets
37. _______ is the path and sequence of the transformation of a product into an output.
a.
Critical path
b.
Systems process
c.
Facility layout
d.
Routing
38. Alex and Allison have been assigned the responsibility at work to send out marketing letters to
all of the company’s clients. What would be the best scheduling technique to use if they want to
plan out who is in charge of specific activities and their deadlines?
a.
Gantt chart
b.
Priority scheduling
c.
Planning sheet
d.
PERT diagram
39. _______ is the process of listing activities that must be performed to accomplish an objective.
a.
Planning
b.
Scheduling
c.
Prioritizing
d.
Managing
40. __________ and _______ are commonly used to develop procedures for routine standing plans,
whereas _____ is/are commonly used for single-use program plans for a complex project with
dependent activities.
a.
Planning sheets; Gantt charts; PERT
b.
PERT; planning sheets; Gantt charts
c.
PERT; priority scheduling; planning sheets
d.
Gantt charts, PERT; planning sheets
41. Inventory control is also called _________.
a.
resources control
b.
supplies control
c.
backstock control
d.
materials control
42. Who invented Six Sigma in 1987?
a.
Motorola
b.
General Electric (GE)
c.
W. Edwards Deming
d.
International Standards Organization
43. An egg that is being cooked or a car on the assembly line are examples of which of the
following?
a.
Finished goods
b.
Raw materials
c.
Work in process
d.
In-transit goods
44. ___________ is the process of coordinating all the activities involved in producing a product
and delivering it to the customer.
a.
Inventory control
b.
Quality control
c.
Supply chain management
d.
Total quality management
45. You are a server at a restaurant. While taking an order to a table, you dropped the plate and now
it must be redone. You are in ___________.
a.
preliminary control
b.
damage control
c.
concurrent control
d.
rework control
46. _______ are input materials that have been received but have not yet been transformed in any
way by the operations department.
a.
Preproduction stock
b.
Raw materials
c.
Inventory
d.
Supplies
47. __________ is a system that integrates operations and inventory control with complex ordering
and scheduling.
a.
Materials requirement planning (MRP)
b.
Just-in-time (JIT) inventory
c.
Economic order quantity (EOQ)
d.
Enterprise resource planning (ERP)
48. At Toyota, factories rely on suppliers to get the needed raw materials and parts to the factory
floor when they are required during the production process. What type of inventory control is
Toyota practicing?
a.
Economic order quantity (EOQ)
b.
Enterprise resource planning (ERP)
c.
Materials requirement planning (MRP)
d.
Just-in-time (JIT) inventory
49. Tyree is concerned about minimizing ordering and holding costs without running out of stock.
Tyree is primarily interested in calculating __________.