运营管理-考题目库krajewski-om9-tif-03

1、运营管理-考题目库krajewski-om9-tif-03ChapterProcess StrategyTRUE/FALSEProcess decisions are strategic in nature.Answer: TrueReference: IntroductionDifficulty: ModerateKeywords: process strategyNo process can exist without at least one product or service.Answer: TrueReference: Process Strategy Across The Org

2、anizationDifficulty: EasyKeywords: process, product, serviceProcess structure is the mix of equipment and human skills in a process.Answer: FalseReference: Process Strategy DecisionsDifficulty: ModerateKeywords: process, process structure, equipment, human skillsResource flexibility determines wheth

3、er resources are organized around products or processes.Answer: FalseReference: Process Strategy DecisionsDifficulty: ModerateKeywords: resource flexibility, products, processesCustomer involvement reflects the ways in which customers become part of the process and the extent of their participation.

4、Answer: TrueReference: Process Strategy DecisionsDifficulty: ModerateKeywords: customer contact, customer participation, customer involvementCapital intensity is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions.Answer: FalseRefer

5、ence: Process Strategy DecisionsDifficulty: ModerateKeywords: capital intensity, equipment1 / 43运营管理-考题目库krajewski-om9-tif-03The degree of customization is one factor that impacts the selection of a manufacturer s process structure.Answer: TrueReference: Process Strategy DecisionsDifficulty: EasyKey

6、words: process selection, customizationService providers with a line process tend to move customers, materials, or information in a fixed sequence from one operation to the next.Answer: TrueReference: Process Structure in ServicesDifficulty: ModerateKeywords: line process, service provider, standard

7、 processPeople-processing services involve tangible actions provided for the person rather than to the person, and do not require physical presence.Answer: FalseReference: Process Structure in ServicesDifficulty: ModerateKeywords: people processing, physical presenceA moment of truth or service enco

8、unter is face-to-face interaction between the customer and a service provider.Answer: TrueReference: Process Structure in ServicesDifficulty: ModerateKeywords: moment of truth, face-to-face interaction, customer, service providerPhysical presence does not occur in a manufacturing service process.Ans

9、wer: FalseReference: Process Structure in ServicesDifficulty: ModerateKeywords: physical presence, process structure in manufacturingServices that process possessions or information are more likely to be found in a front office instead of a back office.Answer: FalseReference: Process Structure in Se

10、rvicesDifficulty: ModerateKeywords: service process structuring, dimensions of customer contactActive contact in services means that the customer is very much part of the creation of the service.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: active contact, service2 /

11、43运营管理-考题目库krajewski-om9-tif-03Divergence is the extent to which the process is customized with considerable latitude on how the tasks are preformed.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: divergence, customizationA front office structure features high levels of

12、 customer contact where the service provider interacts directly with the internal or external customer.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: front office process structure, customer contact, service provider interactionBack office work is typically routine, wi

13、th many steps having considerable divergence.Answer: FalseReference: Process Structure in ServicesDifficulty: EasyKeywords: back office process structure, divergenceBeginning points for manufacturing process structure decisions are the volume level, amount of customization, and competitive prioritie

14、s.Answer: TrueReference: Process Structure in ManufacturingDifficulty: EasyKeywords: manufacturing process structure, volume, customization, competitive prioritiesA continuous flow process is characterized by a high degree of job customization.Answer: FalseReference: Process Structure in Manufacturi

15、ngDifficulty: ModerateKeywords: continuous flow process, customizationA job process has a relatively high level of customization.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, customizationA job process has the highest level of customization of th

16、e process choices.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, customization3 / 43运营管理-考题目库krajewski-om9-tif-03Job processes typically use a line flow through the operations.Answer: FalseReference: Process Structure in ManufacturingDifficulty: M

17、oderateKeywords: job process, line flow, flexible flowJob processes generally have higher volumes than batch processes.Answer: FalseReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, batch process, volumeIn a line process, there is little variability in the produ

18、cts manufactured, and production and material handling equipment are often specialized.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: line process, product variability, specialized equipmentPetroleum refineries typically use continuous flow processes.Answer: T

19、rueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: continuous flow processContinuous flow processes have a high level of customization.Answer: FalseReference: Process Structure in ManufacturingDifficulty: EasyKeywords: continuous flow process, customizationThe product-proc

20、ess matrix brings together the elements of volume, process, and quality.Answer: FalseReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: product-process matrix, manufacturing volume, process, qualityA make-to-stock strategy involves holding items in stock for immediate deliver

21、y and is feasible for standardized products with high volumes and reasonably accurate forecasts.Answer: TrueReference: Process Structure in ManufacturingDifficulty: EasyKeywords: make-to-stock strategy, standardized products, volume, product forecastsMass production is a production strategy that use

22、s batch processes in a make-to-stock strategy.Answer: FalseReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: mass production, batch process, make-to-stock strategy4 / 43运营管理-考题目库krajewski-om9-tif-03Assemble-to-order strategy produces a wide variety of products from relativel

23、y few assemblies and components after orders are received.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: assemble-to-order strategyA layout is the physical arrangement of human and capital resources used by processes clustered together into operations.Answer:

24、TrueReference: LayoutDifficulty: EasyKeywords: layout, operationA block plan allocates space and indicates the placement of each department within the framework of a new or existing facility.Answer: TrueReference: LayoutDifficulty: EasyKeywords: block planA block plan is a table that gives a measure

25、 of the relative importance of each pair of centers being located close together.Answer: FalseReference: LayoutDifficulty: EasyKeywords: block plan, closeness matrix, relative importanceA closeness matrix can reflect the qualitative judgments of managers and employees, or can be the number of trips

26、between each pair of departments.Answer: TrueReference: LayoutDifficulty: ModerateKeywords: closeness matrix, judgmentEuclidean distance is the distance between two points with a series of 90-degree turns, as along city blocks.Answer: FalseReference: LayoutDifficulty: ModerateKeywords: Euclidean dis

27、tance, rectilinear distanceEuclidean distance calculations are usually more realistic than rectilinear distance calculations when determining the walking distance between operations in a building.Answer: FalseReference: LayoutDifficulty: ModerateKeywords: Euclidean distance, rectilinear distance5 /

28、43运营管理-考题目库krajewski-om9-tif-03A detailed layout showing exact size and shape of each department or work center cannot be designed until after a satisfactory block plan has been developed.Answer: TrueReference: LayoutDifficulty: ModerateKeywords: detailed layout, block planHigh customer involvement

29、increases service provider productivity and makes quality measurement easier.Answer: FalseReference: Customer InvolvementDifficulty: ModerateKeywords: customer involvement, productivity, qualityHigh task divergence requires less flexibility of the process s resources.Answer: FalseReference: Resource

30、 FlexibilityDifficulty: EasyKeywords: resource flexibility, divergenceA flexible workforce usually requires greater skills and training, which comes at a cost. However, total benefits can exceed these costs.Answer: TrueReference: Resource FlexibilityDifficulty: EasyKeywords: resource flexibility, tr

31、aining cost, workforce skill levelResource flexibility helps to absorb feast-or-famine workloads in individual operations that are caused by low volume production, divergent tasks, and fluid scheduling.Answer: TrueReference: Resource FlexibilityDifficulty: EasyKeywords: resource flexibility, workloa

32、dCapital intensive automation is appropriate for high and low volume operations.Answer: FalseReference: Capital IntensityDifficulty: ModerateKeywords: automation, capital intensityFixed automation is appropriate for line and continuous flow operations.Answer: TrueReference: Capital IntensityDifficul

33、ty: ModerateKeywords: fixed automation, continuous flow6 / 43运营管理-考题目库krajewski-om9-tif-03The ability to reprogram machines is useful for both low-customization and high- customization processes.Answer: TrueReference: Capital IntensityDifficulty: ModerateKeywords: customization, programmable automat

34、ionA toaster is an example of flexible automation.Answer: FalseReference: Capital IntensityDifficulty: ModerateKeywords: flexible automationEconomies of scope reflect the ability to produce multiple products more cheaply in combination than separately.Answer: TrueReference: Capital IntensityDifficul

35、ty: ModerateKeywords: economies of scopeIn a service process, capital intensity varies with volume in both front office and back office operations.Answer: TrueReference: Strategic FitDifficulty: ModerateKeywords: capital intensity, front office service, back office serviceThe common denominator for

36、decisions on service processes is primarily customer contact.Answer: TrueReference: Strategic FitDifficulty: ModerateKeywords: service process, customer contactThe common denominator for decisions on manufacturing processes is volume.Answer: TrueReference: Strategic FitDifficulty: ModerateKeywords:

37、manufacturing process, volumeReengineering is the fundamental rethinking and radical redesign of processes to improve performance dramatically.Answer: TrueReference: Strategies for ChangeDifficulty: EasyKeywords: process reengineering, redesign, rethinking7 / 43运营管理-考题目库krajewski-om9-tif-03The empha

38、sis of reengineering is on the functional departments.Answer: FalseReference: Strategies for ChangeDifficulty: ModerateKeywords: process reengineering, departmentsInformation technology is rarely used with reengineering.Answer: FalseReference: Strategies for ChangeDifficulty: EasyKeywords: informati

39、on technology, process reengineeringMULTIPLE CHOICEWhich one of the following statements concerning process management is best?Process management is a short-term decision, and thus it has a tactical rather than a strategic focus.Process changes should be made only when introducing new products or se

40、rvices.The variable underlying all four major process decisions is volume.A company s operations strategy is the primary output of its major process decisions.Answer: cReference: Process Strategy DecisionsDifficulty: ModerateKeywords: process management decisionsSeveral key decisions must be made in

41、 building an effective process design. Which one of the following best identifies them?Capital intensity, resource flexibility, facility location, process reengineering, and process choiceProduct or service life cycle, capital intensity, process reengineering, process choice, and customer involvemen

42、tCapital intensity, process choice, inventory placement, resource flexibility, and customer involvementCapital intensity, resource flexibility, customer involvement, and process structureAnswer: dReference: Process Strategy DecisionsDifficulty: ModerateKeywords: process dimensionsPeople processing s

43、ervices require:a high degree of process structure.high capital intensity.physical presence.hybrid low volume -capital intensive operations.Answer: cReference: Process Structure in ServicesDifficulty: ModerateKeywords: people processing services, physical presence8 / 43运营管理-考题目库krajewski-om9-tif-03A

44、 college course taught in a case-discussion format is an example of:back office.passive contact.active contact.hybrid office.Answer: cReference: Process Structure in ServicesDifficulty: EasyKeywords: service processes,passive contactA yacht maker produces customized yachts for a clientele that wants

45、 a one-of-a-kind watercraft. This process is said to be:plex.specialized.hybrid.Answer: aReference: Process Structure in ServicesDifficulty: ModerateKeywords: service processes,process divergenceThe process structure that best describes a waiter position at a restaurant would be classified as:front

46、office.back office.hybrid office.inner office.Answer: aReference: Process Structure in ServicesDifficulty: EasyKeywords: services processes,process structure, front officeField service representatives are classified as a:back office.hybrid office.front office.mid office.Answer: cReference: Process S

47、tructure in ServicesDifficulty: EasyKeywords: services processes,process structure, front office9 / 43运营管理-考题目库krajewski-om9-tif-03A process that is primarily back office is:a taxi driver.loan officer at a bank.the payroll clerk that calculates your paycheck.the hostess at a restaurant.Answer: cRefe

48、rence: Process Structure in ServicesDifficulty: EasyKeywords: service processes,process structure, back officeFront offices typically emphasize:low cost operations and on-time delivery.top quality and customization.on-time delivery and standardization.top quality and low cost operations.Answer: bRef

49、erence: Process Structure in ServicesDifficulty: EasyKeywords: services processes,process structure, front officeBack offices typically emphasize:low cost operations and on-time delivery.top quality and customization.on-time delivery and customization.top quality and low cost operations.Answer: aRef

50、erence: Process Structure in ServicesDifficulty: EasyKeywords: service processes,process structure, back officeWhich of the following is sometimes called mass production?Batch process and make-to-order strategyLine process and make-to-stock strategyContinuous flow process and assemble-to-order strat

51、egyJob process and make-to-order strategyAnswer: bReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: manufacturing processes, mass production, line, line processA job process should be preferred when:workforce and equipment are ducts are made to stock type.cust

52、omization is high and volume is low.customization is low and volume is high.Answer: cReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: manufacturing processes, job process, customization, volume10 / 43运营管理-考题目库krajewski-om9-tif-03When the process choice is a job process, it

53、requires:organizing the resources around the process.a line flow strategy.perfectly predictable customer demands.same sequence of processing steps for each job.Answer: aReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: manufacturing processes, job process, resourcesWhich of

54、the following statements about process choice is best?A batch process typically has a standard sequence of operations through the facility.Automobiles and appliances are examples of products created using a continuous flow process.Continuous flow processes are very capital intensive.A custom cake op

55、eration is an example of a batch process.Answer: cReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: manufacturing processes, process choice, continuous flow, capital, intensityThe product-process matrix used to analyze manufacturing operations brings together the elements of

56、:volume, process, and cess, intensity, and product ensity, volume, and process.customization, volume, and process.Answer: dReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: manufacturing processes, product-process matrixWhich one of the following state

57、ments about process management is best?When customization must be high, equipment should be general purpose, and employees need to perform a broader range of duties.The traditional relationship between capital intensity and resource flexibility is that if one is high, so is the other.Creating a more

58、 capital-intensive process tends to reduce the fixed cost and raise the variable unit cost.Economies of scope mean that a process should be devoted to a single product or service to achieve high volumes.Answer: aReference: Process Structure in ManufacturingDifficulty: HardKeywords: manufacturing pro

59、cesses, process management, customization11 / 43运营管理-考题目库krajewski-om9-tif-03A manufacturer that produces standard products in large volumes is likely to be using a(n): a. make-to-stock strategy.make-to-order strategy.assemble-to-order strategy.engineer-to-order strategy.Answer: aReference: Process

60、Structure in ManufacturingDifficulty: EasyKeywords: production and inventory strategies, make-to-stockThe principle of postponement is employed by a producer using a(n):make-to-stock strategy.make-to-order strategy.assemble-to-order strategy.engineer-to-order strategy.Answer: cReference: Process Str