OPERATIONS MANAGEMENT 6Th Edition By STUART CHAMBERS – Test Bank

Exam Name___________________________________

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the que s tion.

1) Service shops are characterised as which of the following? 1)

A) Some customer contact, a degree of customisation and some staff discretion.

B) High-contact organisations where customers spend a considerable time in the service process.

C) Many customer transactions, involving limited contact time. D) Product orientated with little customisation.

Answer: A Explanation: A)

B)

C)

D)

2) Which is the correct sequence in order of decreasing process flexibility? 2) A) Project / jobbing / batch / line / continuous
B) Jobbing / batch / project / line / continuous
C) Project / jobbing / batch / continuous / line

D) Jobbing / batch / project / continuous / line E) Continuous / line / batch / jobbing / project

Answer: A Explanation: A)

B)

C)

D)

E)

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3) Which of the following is not a characteristics of Design activity? 3) A) Satisfies the needs of customers.
B) Applies to both products and services.
C) Is itself a transformation process.

D) Will develop products and services which are easy to produce or deliver. E) Is concerned primarily with goods and services.

Answer: E Explanation: A)

B)

C)

D)

E)

4) Characteristics of line or continuous process types usually include: 4) A) Dedicated processes
B) Short process times
C) The ability to handle high variety

D) The ability to handle high volumes E) High capacity

Answer: C Explanation: A)

B)

C)

D)

E)

5) Which of the following is not a characteristic of a line process? 5) A) The product or service will be made to a specific customer order.
B) Operations and equipment are dedicated to the product.
C) Products or services are standard and are produced in a large volume.

D) Work is not fixed but moves through a sequence of operations. E) Processes are linear and often continuous but can be stopped.

Answer: A Explanation: A)

B)

C)

D)

E)

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6) Which of the following is generally considered a characteristic of a project process? 6) A) Processes are linear and often continuous but can be stopped.
B) Operations and equipment are dedicated to the product.
C) The product or service will be made to a specific customer order.

D) Products or services are standard and are produced in a large volume. E) Work is not fixed but moves through a sequence of operations.

Answer: C Explanation: A)

B)

C)

D)

E)

7. 7)  The principle of the design funnel, progressively reducing the number of possibilities until the 7) final design is reached, has its critics. Which of the following is not a criticism of the concept?

   A) The process of design often involves cycling back.
   B) Designs start as ill-defined and vague.
   C) Managers do not start out with an infinite number of options. D) The number of options often increases as time goes by.

   Answer: B Explanation: A)

   B)

   C)

   D)

8. 8)  The volume-variety position of an operation has implications for almost every aspect of its 8) design activities. In a low volume, high variety operation, which is the correct combination of design decisions?

   A) Product/service standardisation low, location can be decentralised, flow continuous B) Product/service standardisation low, location can be decentralised, flow intermittent C) Product/service standardisation low, location usually centralised, flow intermittent D) Product/service standardisation high, location can be decentralised, flow intermittent

   Answer: B Explanation: A)

   B)

   C)

   D)

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9) Which of the following is NOT an example of modularisation? 9)

A) Package holidays C) Education

Answer: B Explanation: A)

B)

C)

D)

B) Electricity utility D) Computers

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10) Which is the correct order for process types starting with low volume/high variety and 10) moving to high volume/low variety?

1. A)  Project processes, batch processes, mass processes, jobbing processes, continuous processes
2. B)  Batch processes, project processes, jobbing processes, mass processes, continuous processes
3. C)  Jobbing processes, batch processes, mass processes, continuous processes, project processes
4. D)  Project processes, jobbing processes, batch processes, mass processes, continuous processes

Answer: D Explanation: A)

B)

C)

D)

11) Service shops are characterised as which of the following: 11)

A) Many customer transactions, involving limited contact time

B) High-contact organisations where customers spend a considerable time in the service process

C) Product orientated with little customisation
D) Some customer contact, a degree of customisation and some staff discretion

Answer: D Explanation: A)

B)

C)

D)

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12. 12)  Which factor of good product/service design best matches the following performance 12) objective: Can reduce the cost of each component.

    A) Dependability B) Cost
    C) Speed
    D) Flexibility

    E) Quality

    Answer: B Explanation: A)

    B)

    C)

    D)

    E)

13. 13)  Which factor of good product/service design best matches the following performance 13) objective: Can eliminate potential fail-points.

    A) Speed
    B) Quality
    C) Flexibility
    D) Dependability E) Cost

    Answer: B Explanation: A)

    B)

    C)

    D)

    E)

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