Ba 3304: Operations Management

Front 1

Efficiency: how does decoupling improve efficiency on several fronts

Back 1

production is better behind closed doors

Front 2

which of the following best describes why decoupling improves efficiency

Back 2

tasks are taken away from customers' requests could potentially interrupt those tasks

Front 3

how does decoupling improve efficiency?

Back 3

all of the above

Front 4

decoupling sometimes increases cost because.....

Back 4

increased idle time

Front 5

the amount of idle time when decoupling depends on...

Back 5

A and B ONLY

Front 6

to realize the best worker efficiency and the lowest waiting time for customers it is

Back 6

better to have FEW LARGE facilities than SEVERAL SMALL facilities

Front 7

when decoupling which size business suffers more from idle time problems?

Back 7

small

Front 8

the promised personnel reductions at the high-contact facility may NOT occur because

Back 8

All the above

Front 9

what aspect of quality can be hindered by decoupling?

Back 9

A and B ONLY

Front 10

for the back office portion of decoupled service its purpose of cost minimization must act like a...

Back 10

bottleneck

Front 11

decoupling should be implemented...

Back 11

quickly and methodically

Front 12

cost justifications typically involves the reduction of front office personnel which of the following best describes why promised personnel reductions may not occur?

Back 12

BOTH B & C

Front 13

which best describes how process speed can be negatively affected by decoupling

Back 13

Multiple waiting lines

Front 14

a firm that is strategically focused on service and is decoupled best describes which industries

Back 14

focused professionals

Front 15

an example of firm that decouples with the primary goals of supporting the front office rather than cost control, trains employees to be specialists pays for task performance is

Back 15

Merrill Lynch

Front 16

goals such as revenue max for one area vs cost minimization in another are example of...

Back 16

strategic congruence

Front 17

companies outsource...

Back 17

BOTH A and B

Front 18

typical offshore managerial concern...

Back 18

scale

Front 19

main reasons for off shoring

Back 19

faster response and costs saving

Front 20

kind of projects are not suitable for an off shoring strategy

Back 20

BOTH A and B

Front 21

cultural differences may manifest themselves in...

Back 21

ALL THE ABOVE

Front 22

outsourcing suffers most acutely from

Back 22

ALL THE ABOVE

Front 23

which depart in soft ware company shouldn't be out sourced ?

Back 23

software design team

Front 24

outsourcing decision, linking at only wage rate differences can be misleading because

Back 24

ALL THE ABOVE

Front 25

training offshore employees is ______ than domestic employees, especially in a call center

Back 25

more expensive

Front 26

in the discussion on sourcing, it was noted that scale is helpful. therefore outsourcing _____ tasks can be more trouble than it is worth

Back 26

small

Front 27

why do some offshore can center require employees to answer the phone with chip from chicago than kbar from new delhi?

Back 27

minimizing cultural barriers

Front 28

______has a more recent increase in

Back 28

services

Front 29

unbalanced work flow means:

Back 29

no work comes in for a week, then 3 weeks comes in 1 day

Front 30

process flow charts serve _____ primary soft managerial functions beyond tech description

Back 30

three

Front 31

one of the managerial soft functions that process flow charts service which is

Back 31

focusing managerial attention on the customer

Front 32

which best describes tool delineates responsibilities each person or piece of equipment in specific time frames they are needed

Back 32

Grant chart

Front 33

the "bottleneck" is important because it can _____

Back 33

ALL THE ABOVE

Front 34

what is (are) the advantages of simulations?

Back 34

ALL THE ABOVE

Front 35

when defining the system, one must first

Back 35

determine the variables

Front 36

relevant variables, variable characteristics and system rules best describes which major simulation study phase?

Back 36

define the service system

Front 37

it is important to run the simulation for long enough to ensure system achieves_____

Back 37

steady state

Front 38

in simquick, which best describes a point that carries separate name, plus 2 out put destinations and their corresponding percentage

Back 38

decision points

Front 39

a quality perspective that measures performance by how well...

Back 39

manufacturing based

Front 40

______is what the customer feels they deserve from the transaction

Back 40

should expectation

Front 41

which best describes tools determine another expectations

Back 41

BOTH A&C

Front 42

perspective that quality is innate excellence and can be recognized only through _________

Back 42

transcendent

Front 43

willingness of employees to provide service is quality perspectives?

Back 43

responsiveness

Front 44

quality dimension relates 2 knowledge, competence and courtesy of service employees and their ability to convey trust and confidence is known as which?

Back 44

assurance

Front 45

which of the following contribute to the cost of attaining and keeping customers?

Back 45

ALL THE ABOVE

Front 46

lack of marketing research orientation indicate upword communications from contact personnel to management, and to many levels of management separating contact personnel from managers are some reason fro which:

Back 46

the consumer expectation -management perception gap

Front 47

the serve quality shortfal perceived by customers is____

Back 47

expected service-perceived service gap

Front 48

company name, reputation, and degree of hard sell involved with interactions with customer describe which quality

Back 48

creditability

Front 49

spending on cost of quality usually occurs in which of the following areas?

Back 49

ALL OF THE ABOVE

Front 50

service guarantees work best when they include the following characteristics?

Back 50

they are unconditional

Front 51

which one of the companies will benefit from a guarantee?

Back 51

neither A or B

Front 52

it costs _____ times more money to acquire new business than to keep an existing ones

Back 52

5

Front 53

the normal distribution is determined by

Back 53

BOTH A & B!!!! :)

Front 54

which type of variation is more important for managers 2 get rid of 1st?

Back 54

special cause variation

Front 55

what compromises the cost of poor quality?

Back 55

BOTH A & B

Front 56

which is NOT a typical failure cost?

Back 56

employee training

Front 57

DMAIC is an acronym for....

Back 57

define, measure, analyze, improve, and control

Front 58

6 sigma was 1st developed at _______ in the late '70s early '80s?

Back 58

Motorolla

Front 59

where _____ define what matters to the business as a whole, ______ measures defines what matters to an individual process

Back 59

1. TLI's 2. outcome