Operations Test 2

Front 1

In manufacturing layout design, the key concern is the resulting efficiency of the operation. In retail service operations, what is the primary concern or objective?

Back 1

Maximizing net profit per square foot of store space

Front 2

What are the three terms used to describe the parts of a service operation that have social significance?

Back 2

Sign, symbols, and artifacts

Front 3

A process is part of an organization that takes __________, turns them into __________, and adds __________ while doing so.

Back 3

Inputs, outputs, value

Front 4

There are four basic techniques for measuring work and setting time standards. Which of the following is not one of them?

Back 4

Employee-task evaluation technique (ETET)

Front 5

Which work measurement technique is most appropriate for tasks that are infrequent or have a long cycle time?

Back 5

Work sampling

Front 6

What are the four general categories of quality costs?

Back 6

Appraisal, prevention, internal failure, external failure

Front 7

hat is it called when a firm looks externally and examines other companies for examples of best practices?

Back 7

External benchmarking

Front 8

A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a complaint adds to the count in its category. Which six sigma analytical tool would be most helpful to management here?

Back 8

Pareto charts

Front 9

Which international standard has recently been developed to address socially responsible behavior of firms?

Back 9

ISO 26000

Front 10

What term refers to the concept of doing things right the first time, and when problems occur, stopping the process to fix the source of the problem?

Back 10

Quality at the source

Front 11

What term refers to the optimization of value-adding activities and elimination of nonvalue-adding activities that are part of a value stream?

Back 11

Waste reduction

Front 12

Under a kanban approach to lean manufacturing, order quantities should be as small as possible. For a part that is manufactured in-house, what part of its manufacturing process needs to be reduced to reduce the optimal order quantity for an item?

Back 12

Setup time

Front 13

In a data box on a value stream map, what do the abbreviations CT and C/O mean?

Back 13

Cycle time and changeover time

Front 14

hat lean concept relates to eliminating non-value-added steps and waste in product storage processes?

Back 14

Lean warehousing

Front 15

Compared to manufacturing systems, what is it about the environment of service operations that make them much harder to control?

Back 15

Uncertainty and variability

Front 16

n value stream mapping, what does an arrow in the shape of a lightning bolt mean?

Back 16

Transmission of electronic information

Front 17

Buffer

Back 17

astorage area between stages where the output of a stage is placed prior tobeing used in a downstream stage

Front 18

Bottleneck

Back 18

stagethat limits the capacity of the process

Front 19

Starving

Back 19

occurswhen the activities in a stage must stop because there is no work[{"reference":

Front 20

Blocking

Back 20

occurswhen the activities in a stage must stop because there is no place to depositthe item

Front 21

Horizontal enrichment

Back 21

workerperforms a greater number of variety of tasks

Front 22

Vertical enrichment

Back 22

¤workeris involved in planning, organizing, and inspecting work

Front 23

Directmethods

1.Timestudy

2.Worksampling

Back 23

Indirectmethods

1.Predeterminedmotion-time data system

2.Elementaldata