Sequence of Operations Necessary to Produce the Component Notes

Chapter 5 A route sheet provides a(n): A. sequence of operations necessary to produce the component. B. instruction to make a given quantity of a particular item. An assembly chart: A. shows an exploded view of the product. B. shows graphically how the product is assembled. A process sheet is a type of: A. Route sheet B. Assembly chart A document for production that gives the instruction to make a given quantity of a particular item, usually to a given schedule, is a(n) A. Work order B. Route sheet A result of concurrent engineering in product design is: A. speedier product development. B. Higher costs A product's life cycle is divided into four stages, which are: A. introduction, growth, stability, and decline. B. introduction, growth, maturity, and decline. At which stage of the product life cycle is product strategy likely to focus on improved cost control? A. Growth B. Maturity 3-D printing has proven to be particularly advantageous for: A. quality function deployment. B. prototype development and custom products. 3-D printing is an extension of: Computer-aided design A graphic technique for defining the relationship between customer desires and product (or service) is: the house of quality A product's life cycle is divided into four stages, which are: introduction, growth, maturity, and decline. A restaurant kitchen contains a wall poster that shows, for each sandwich on the menu, a sketch of the ingredients and how they are arranged to make the sandwich. This is an example of a(n): assembly drawing. According to PCN analysis, service operations exist only within the area(s) of: surrogate interaction and direct interaction. According to PCN analysis, which process region includes process steps in which one participant is acting on another participant's resources, such as their information, materials, or technologies? Surrogate interaction An assembly drawing: An engineering drawing shows the: dimensions, tolerances, materials, and finishes of a component. Boeing's 737 airplane and Hewlett-Packard's printer business are examples of using enhancements and migrations of existing products to build on a ________. Product platform Bridget's Hamburger Stand uses only 7 ingredients but offers 15 different burgers. This process is known as modular design Group technology requires that: each component be identified by a coding scheme that specifies size, shape, and the type of processing. In which stage of the product life cycle should product strategy focus on process modifications as the product is being "fine-tuned" for the market? introduction Operations managers must be able to anticipate changes in which of the following? Payoffs, alternatives, and expected monetary values are terms associated with: decision trees Quality function deployment (QFD): All of these Reducing the complexity of a product and improving a product's maintainability are activities of: manufacturability and value engineering. Regal Marine: treats the product design decision as critical to its success. Chapter 5 Discussion Questions 1. Why is it necessary to document explicitly ? a. Detailed documentation is necessary to ensure efficient production and can be used to find problem areas. 2. What techniques do we use to define a product ? a. Product definition includes engineering drawings, written specifications, bills-of-material, formulas, proportions, portion control standards, scripts, and insurance policies. 3. What is time-based competition ? a. Time-based competition is the idea of an increasing need for faster product development to attain competitive advantage. 4. Explain what is meant by robust design ? a. A robust design means that a design can be sufficiently produced and is unaffected by unfavorable variations in the production process. 5. What information is contained in a bill of material ? a. A bill of material lists the components, their descriptions, and the quantities required to make one unit of a product. 6. What information is contained in an engineering drawing ? a. An engineering drawing shows the dimensions, tolerances, materials, and finishes of a component. 7. Explain what is meat in service by the "moment of truth" ? a. Critical moments when the relationship between the customer and the organization determines customer satisfaction. 8. What is a process chain ? a. A process chain is a sequence of steps that accomplishes a purpose or an activity. 9. Why are documents for service useful? a. Documents for service are useful because of the high customer interaction. There needs to be job instructions or a script so there is a consistent good quality service being distributed. 10. Provide four types of documents for service. a. Job instructions, telephone script, manuscript, and storyboard. Chapter 6 A good description of source inspection is inspecting: A. Materials upon delivery by the supplier. B. One’s own work. A checklist is a type of: A. Poka-yoke. B. Kanban. A six sigma program has how many defects per million? A. 3.4 B. 34 "The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: A. W. Edwards Deming. B. Joseph M. Juran Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a A. Flowchart B. Check sheet A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ____ tool of TQM. A. Cause-and-effect diagram A fishbone chart is also known as a: A. Cause-and-effect diagram B. Kanban diagram "Making it right the first time" is: manufacturing-based definition of quality. A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using: a pareto chart A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? Communication, courtesy, and credibility. All of the following costs are likely to decrease as a result of better quality EXCEPT: maintenance costs. Based on his 14 Points, Deming is a strong proponent of: training and knowledge. Building high-morale organizations and building communication networks that include employees are both elements of: employee empowerment. A good description of source inspection is inspecting: Chapter 6 Discussion Questions 1. List Shewhart's two types of variation. a. Common (natural) cause variation - the many sources of variation that occur within a process. b. Special (assignable) cause variation - can be traced to a specific reason. 2. Define "in statistical control". a. After all assignable causes of variation are detected and eliminated then a process can be in statistical control. This means that the only source of variation is from natural causes. 3. What might cause a process to be out of control ? a. Any changes in assignable causes of variation. For example, tootl wear, temperature increases, use of different methods among workers, new and stronger materials, worn bearings, loose tool(s), or a sloppy machine operator. 4. List some possible causes of assignable variation. a. 1. Machine ware 2. Misadjusted equipment 3. Fatigued workers 4. Untrained workers 5. New batches of raw material 5. Can a production process be labeled as " out of control" because it is too good ? WHY a. Yes, if a production process is "out of control" that means that it has changed. If we are doing something "too good" then that means the process has changed from the original and is thus labeled "out of control". 6. What is a run test, and when is it used ? a. A run test is used to examine the points in a control chart to see if nonrandom variation is present. 7. Discuss the managerial issues regarding the use of control charts. a. Some managerial issues regarding control charts are determining the points in their process that need SPC, they also have to decide whether to use variable or attribute charts, and the company must set clear and specific SPC policies for employees to follow. 8. What is an OC curve ? a. An OC curve is an operating characteristic graph that describes how well an acceptance plan discriminates between good and bad lots. It is intended to show the probability that the plan will be accepting of various quality levels. Chapter 7 A job shop is an example of a(n): A. Intermittent process Computer-integrated manufacturing (CIM) includes manufacturing systems that have: A. Computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated. A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called: A. A flexible manufacturing system A product-focused process is commonly used to produce: A. High-volume, low-variety products. An assembly line is an example of a: A. Repetitive process “Operators simply load new programs, as necessary, to produce different products” describes A. Flexible manufacturing systems. High fixed costs and low variable costs are typical of which approach? A. Product and mass customization Frito-Lay is to ___ focus as Harley Davidson is to ____ focus A. Product, repetitive Align Technology uses a ____ approach to produce clear plastic removable aligners. A. Mass customization Additive manufacturing can use which of the following materials? All of the above. Or Ceramics. Advances in technology: have had a dramatic impact on customer interaction with services and with products. Harley Davidson : uses work cells to feed its assembly line. In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except : customization. One of the similarities between process focus and mass-customization is: the variety of outputs. Chapter 7 Discussion Questions 1. What is process strategy ? ● Process strategy is how an organization goes about transforming resources into goods and services. 2. What type of process is used for making each of the following products ? beer - product focus wedding invitations - process focus automobiles - repetitive focus paper - product focus Big Macs - repetitive focus custom homes - process focus motorcycles - repetitive focus 3. What is service blueprinting ? ● Service blueprinting is a process analysis technique that focuses on the customer and the provider's interaction with the customer. 4. What are the techniques for improving service productivity ? ● ● ● ● ● ● ● ● Structuring service so customers must go where the service is offered. Self-service so customers examine, compare, and check out at their own pace. Customizing delivery. Restricting the offerings. Modular selection of service. Modular production. Separating services that may lend themselves to some type of automation. Precise personnel scheduling. Clarifying the service options. Explaining how to avoid problems. 5. What is CMI ? ● Computer-Integrated Manufacturing is a manufacturing system that integrates CAD, FMS, inventory control, warehousing, and shipping. 6. What is a numerically controlled machine ? ● Machinery with its own computer and memory. 7. What is additive manufacturing ? ● Additive manufacturing is the production of physical items by adding layers. 8. What are the advantages and disadvantages of 3D printing ? ● ● Advantages ○ supports innovative product design ○ minimal custom tooling ○ minimal assembly ○ low inventory ○ reduced time to market Disadvantages ○ limited materials ○ Size restrictions ○ Volume restrictions Chapter 8 Globalization of the location decision is the result of all EXCEPT which of the following? A. Higher quality of labor overseas Geographic information systems can assist the location decision by: A. Combining geography with demographic analysis. FedEx chose Memphix, Tennessee, as its U.S. hub because: A. All of the above A location decision for an appliance manufacturer would tend to have what type of focus? A. Cost focus Industrial location analysis typically attempts to: A. Minimize costs Evaluating location alternatives by comparing their composite (weighted-average) A. Factor-rating analysis A regional bookstore chain wants to build a distribution center that is centrally located for its eight retail outlets. It will most likely employ which of the following tools of analysis? Center-of-gravity method Among the following choices, an operations manager might best evaluate political risk of a country by looking at which type of country ranking? Based on corruption Community attitudes, zoning restrictions, and quality of labor force are likely to be considered in which of the following location decision methods? Factor-rating method Currency risk is based on what assumption? Values of foreign currencies continually rise and fall in most countries. Governmental attitudes toward issues such as private property, intellectual property, zoning, pollution, and employment stability may change over time. What is the term associated with this phenomenon? Political risk In location planning, environmental regulations, cost and availability of utilities, and taxes are: regional/community factors La Quinta Inns has a competitive edge over its rivals because it: uses regression analysis to determine which variables most influence profitability. Chapter 8 Discussion Questions 1. Why do so many U.S. firms build facilities in other countries ? ● Market economics, better international communications, more rapid, reliable travel and shipping, ease of capital flow between countries, and high differences in labor costs. 2. Why do so many foreign companies build facilities in the U.S. ? ● Political risks, cultural and economic issues, location of markets, labor talen, attitudes, productivity costs, availability of supplies, communications, energy, exchange rates and currency risk. 3. What is clustering ? ● Clustering is when several competing companies are all located near each other. 4. What are the advantages and disadvantages of a qualitative approach to location decision making ? ● ● Advantages ○ Based on experience ○ Observations of the actual culture ○ Knowledge of the skill set of the people that live there Disadvantages ○ Harder to interpret qualitative data ○ ○ Could be biased Not always accepted by others 5. Provide two examples of clustering in the service sector. ● Fast Food and Theme Parks 6. What factors affect region/community location decisions ? ● ● ● ● ● ● ● ● ● corporate desires attractiveness of region labor availability, costs, attitudes towards unions cost and availability of utilities environmental regulations of state and town governmental regulations of state and town government incentives and fiscal policies proximity to raw materials and customers land/construction costs 7. Why shouldn't low wage rate alone be sufficient to select a location ? ● There are other factors that go into play. Just because a location has a low wage rate doesn't mean it is a cheaper option. It also depends on shipping costs, extra fees the location has, and the productivity of the workers. 8. List the techniques used by service organizations to select locations. ● Regression models to determine importance of various factors, factor-rating method, traffic counts, demographic analysis of drawing area, purchasing power analysis of area, center-of-gravity method, and geographic information systems.