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Exam 9: Production and Operations Management

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Question 111

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Last week John got a call from his contact,Eric at Alpine Telecomm in Switzerland,one of his company's largest international customers.As Eric put it,"This is a heads-up! Top management is asking operations to review our vendor's for ISO 14000 compliance." John's company should prepare to demonstrate:

A) an acceptable level of quality standards of the products and services it provides.
B) a level of quality in its products and services that exceeds its competitors.
C) a world-class management system in information technology and lean manufacturing.
D) best practices for managing its impact on the environment.

E) B) and D)
F) A) and B)

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Question 112

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Some companies will locate their production facilities near their suppliers.

A) True
B) False

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Question 113

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The Ritz-Carlton hotel offers restaurants with the finest service,elevators that run smoothly,and a front desk that processes people quickly.Many times fresh-cut flowers are in the lobbies and dishes of fruit are in each room.__________ is responsible for implementing these customer benefits.

ERP software enables multiple firms to manage all of their operations on the basis of a single,integrated set of corporate dat A.

U.S.companies that participate in the manufacturing sector:

Which of the following statements about facility location is most accurate?

Firms that satisfy the ISO 9000 and ISO 14000 standards have demonstrated a world-class management system in both quality and environmental standards.

The advantage of computer integrated manufacturing software is that it allows computer aided design machines to communicate directly with computer aided manufacturing machines.

While going through the line at the local grocery store,the clerk asks you if you found everything you needed,as she continues to scan the goods you are planning to purchase.At the end of the scan,a coupon emerges that you can use on future purchases of a product you have just purchased.In reviewing the key concepts from Chapter 9,you would consider this action,the store's management of its labor.

Actually,it is much easier to custom-design service programs than it is to custom-make goods.

______________ means tailoring products to meet the needs of a large number of individual customers.

Mass customization is not exclusive to product intensive businesses.Service businesses have learned how to use mass customization to serve their customers.

Statistical process control SPC)is the process of taking statistical samples of product components at each stage of the production process and plotting those results on a graph.Any variances from quality standards are recognized and can be corrected if beyond the set standards.

Speeding up the process of responding to consumer wants and needs is a key to global competitiveness.

Perry manages an X-ray imaging services clinic housed adjacent to a large hospital in a major metropolitan are A.Although customers are regularly surveyed to determine the level of service they perceive to be receiving,Perry finds it difficult to determine if the clinic is providing the level of service,which would qualify it as an ISO 9000 firm.He explains that the volume of patients requiring urgent care on some days is more acute than on other days.He is confident that the staff is providing the same level of quality on busy days,but surveys indicate that patients do not particularly rate their clinic experience as particularly good on those days.He expects this dilemma because he understands from his recent business class that service companies find it challenging to provide the same high level of service all the time.

An example of a __________ is building a new home on a lot.

A major advantage of a just-in-time inventory system is that it reduces costs and the effort for both the producer and its suppliers.

The first step in the development of a PERT chart is:

In recent years,the service sector of the U.S.economy has:

The Internet is a very popular place to locate your business today.