88. Which of the eight dimensions of quality refers to the probability of a product NOT malfunctioning during a
specified period?
89. Dorothy loves eating at Panera Bread. She likes the taste of the food. This is an example of which
dimension of quality?
90. Wal-Mart replaced some checkout lanes with self-checkout. Customers with full carts waiting in line for full
checkout may complain that ____ is not a dimension of quality that is a priority for Wal-Mart.
91. The Federal Communications Commission has a list of words broadcasters cannot say on the air. This is a
dimension of quality known as
92. Dorothy loves eating at Panera Bread. She thinks of all the fast food, it is the healthiest. Healthy food is a
dimension of quality known as ____.
93. Many parents complain that a PG-13 movie today was rated R in the past. Movie companies may be
following the letter of the standards, if not the spirit, to gain access to more viewers. This is an example of
94. Which of the following statements concerning the relationship between productivity and quality is TRUE?
95. Which of the following statements about the relationship between productivity and quality is true?
96. The Malcolm Baldridge Award is given to companies that make major ____ advancements.
97. ____ is a comprehensive, organization-wide strategy for improving product and/or service quality on a
systematic and continuous basis.
98. Which of the following is a basic component of a total quality management strategy?
99. Ford recently mandated higher quality standards for all of the parts that it buys from suppliers. This is an
example of which major component of a total quality management strategy?
100. GE offers an eight-hour seminar based on its six sigma quality program, which aims for only one defect
per 1,000,000-unit production run, to employees in its new facility in Brazil. This example focuses on which
component of the quality management strategy?
101. Boeing sent change management consultants to a newly acquired company to learn how that company
managed change in the past. This is an example of
102. When General Mills looked for ideas on how to reduce the time it took to convert its production lines from
one cereal to another, it sent a team to observe the pit crews at the Indianapolis 500. As a result of using ____,
General Mills cut its plant changeover time by more than 50 percent.
103. Al Lovata, CEO of Be Our Guest Inc., rented a CFO from Milestone Advisors LLC to help cut cost during
the economic downturn. Be Our Guest used
104. Operations management can BEST be used to improve speed by
105. Statistical quality control is
106. At a UTC facility the quality control people sample 5 percent of the finished Carrier air conditioners to
check for adherence to more than 25 quality standards. This is an example of
107. ____ sampling is a type of statistical quality control that involves testing products as they are being made.
108. A consulting firm calculates an efficiency index for each of its consultants by dividing each consultant’s
total hours of work by the number of billable hours. This is a measure of ____ productivity.
109. When Intel assesses the productivity of each of its chip plants, it is determining ____ productivity.
110. Which of the following is NOT one of the units of analysis used to calculate productivity by level?
111. Which of the following factors is NOT included in the formula for computing total factor productivity?
112. Which of the following is classified as a partial productivity ratio?
113. According to the text, the major problem associated with total factor productivity is that
114. Ephraim is analyzing the productivity of his section. Last week his crew worked 4,000 hours and produced
600,000 units of product. The average hourly wage was $7 per hour, and 200 hours were lost to absenteeism.
The sale price for the items produced is $2 per unit. What is the labor productivity index?
115. An organization can manufacture 10,000 widgets with 10 hours of direct labor. What is its labor
productivity?
116. Which of the following statements about productivity is TRUE?
117. ____ productivity ratios are most useful to the manager for determining how to change operations to
improve productivity.
118. Which of the following countries has the highest level of productivity?
119. Which of the following statements about the importance of productivity is TRUE?
120. Toyota installed a flexible manufacturing assembly line in its plant outside Columbus, Ohio. It can make a
variety of cars one after the other, switching production by using scanners that read codes. This is an example
of
121. Almost 20,000 UPS employees are now equipped with ring scanners¾small electronic devices worn on
their index fingers and wired to a small computer on their wrists. When a UPS employee holds a package, the
ring shoots a pattern of photons on the package. Within moments, its location is updated at the UPS website.
This use of ____ allows UPS to better track its packages and to provide better customer service.
122. The Tea Party and Occupy Wall Street protesters both use Facebook to encourage supporters to assemble
and show their support. Facebook has become an invaluable tool for organizers to
123. Two broad methods by which organizations can improve productivity are
124. Which of the following is a suggested method for improving productivity based on operations?
125. Which of the following is a suggested method for improving productivity through motivation and
involvement of employees?
126. A furniture manufacturer in Durham, North Carolina, has a pay-for-knowledge compensation system in
which an employee’s hourly wage depends on how many different jobs she or he can do. Which of the
following statements describing research results about such programs is FALSE?
127. ____________________ is at the core of what organizations do as they add value and create products and
services.
128. Shopping malls bring together the customer and the product. They create ____________________ utility.
129. ____________________ creates form utility.
130. ____________________ has a direct impact on competitiveness, quality, and productivity.
131. The problems, challenges, and opportunities faced by ____________________ managers revolve around
the acquisition and utilization of resources.
132. The ____________________ decision involves choosing the amount of products, services, or both that can
be produced by the organization.
133. ____________________ layouts are used in operations settings that create a variety of products.
134. ____________________ is the set of processes and systems used by organizations to convert resources
into products and services.
135. Current extensions of ____________________ generally revolve around computer-assisted
manufacturing.
136. Welding was one of the first applications for ____________________, and it continues to be the area for
most applications.
137. ____________________ management is concerned with managing operations control, resource
acquisition, and inventory to improve efficiency and effectiveness.
138. Purchasing management is also called ____________________.
139. Inventory systems in which materials arrive only shortly before they are needed for the transformation
process are called ____________________ systems.
140. ____________________ and ____________________ have become major determinants of business
success or failure.
141. ____________________ is the comprehensive evaluation of all work activities, materials flows, and
paperwork to determine the value that they add for customers.
142. ____________________ is a set of specific statistical techniques that can be used to monitor quality.
143. The United States has one of the highest levels of ____________________ in the world.
144. The productivity of a country is the ____________________ productivity.
145. Productivity computations that deal with only one category at a time are called ____________________
ratios.
146. Employee ____________________ can improve quality and productivity.
147. Match the following. You may use a response once, more than once, or not at all.
2. Used when the organization is creating a few large and
4. Used when families of products can follow similar flow
148. Compare and contrast the utility of Apple and the National Park Service.
149. By world standards, Americans are well educated and free to pursue their goals in life. How did that affect
the growth of the service sector and decline of the manufacturing sector?
150. In an earlier chapter, Woodward identified three types of technology: small-batch, mass-production, and
continuous flow. Describe the relationships among these types of technology and the various forms of layout
described in the discussion on operations control.
151. Describe the type(s) of layout(s) at a college football game for the teams, fans, officials, press, and
concessioners.
152. Use product-service mix, capacity, and facilities to describe your college or university.
153. Differentiate between computer-aided design, computer-aided manufacturing, and computer-integrated
manufacturing.
154. What is a flexible manufacturing system?
155. Describe how the improvement of service technology has affected you.
156. What is supply chain management? What is the purpose?
157. List and briefly describe the four kinds of inventory discussed in the text, the purpose of each kind, and the
main type of control used for each type.
158. Briefly discuss the pros and cons of JIT.
159. Define the term quality, and briefly describe the eight dimensions of quality listed in the text.
160. Comment on the following statement: a company selected as the Most Family Friendly Place to Work is an
example of an award that is given for quality.
161. Discuss how quality, productivity, and cost are interrelated.
162. Identify the major characteristics of total quality management and briefly describe each.
163. Describe and give an example of absolute versus relative quality.
164. Briefly describe ISO 9000:2000 and ISO 14000.
165. Briefly describe statistical quality control (SQC). List and describe the two types of sampling processes
that are used with SQC.
166. Define productivity. List and briefly describe the various levels of productivity.
167. Describe the relationship between U.S. productivity indices and the service sector.
168. List and briefly describe methods discussed in the text for improving productivity.