QUESTION 22 Services are ______________ . Because they can\'t be inventoried, th

Question

QUESTION 22

Services are ______________ . Because they can't be inventoried, the timing and location of delivery are important.

Emulated

Inseparable

Perishable

Dangerous

QUESTION

23 This translates the voice of the customer into technical design requirements.

N.O.R.A.D.

Quality function

deployment Design for environment

Excel suggestion

QUESTION 24

A __________ is a diagram of steps in a job, operation or process.

Process flowchart

Cause and effect diagram

Ishikawa diagram

Scatter diagram

QUESTION 25 Waiting lines mean that service operation is understaffed or does not have the capacity to handle the influx of customers. True False 3 points Save Answer QUESTION 26 The frequency at which customers arrive at a waiting line; most frequentl described by a Poisson distribution is known as ________________ . Arrival rate Operating characteristics Queue Calling population 3 points Save Answer QUESTION 27 Self-directed teams, though not totally independent, are usually empowered to make decisions and changes relative to the processes in their own work area. True False 3 points Save Answer QUESTION 28 The order in which customers are served; most commonly first come, first served is known as _________________ . Phases Channels Service time Queue discipline 3 points Save Answer QUESTION 29 This is the process of making sure the project schedule does not slip and it is on time? Time Management Project Performance Management Cost Management Quality Mangement 3 points Save Answer QUESTION 30 The range of natural variability in a process or what we measure with control charts is also known as _____________. Attribute chart Pattern test Design specifications Process capability 3 points Save Answer QUESTION 31 The __________________________ is a network, with work elements represented by circles or nodes and precedence relationships represented. Service layout diagram Line balancing diagram Cycle time diagram Precedence diagram 3 points Save Answer QUESTION 32 The principles of scientific management developed by __________________ in the 1880s and the 1890s dominated operations management during the first part of the twentieth centry. His approach was to break jobs down into their most elemental activities and to simplify job designs so that only limited skills were required to learn a job. F.W. Taylor D. B. Cooper H. J. Simpson H. R. Ford 3 points Save Answer QUESTION 33 A robust design is one that yields a product or service designed to withstand___________. Variations High winds The test of time Quality

Explanation / Answer

QUESTION 22

Services are ______________ . Because they can't be inventoried, the timing and location of delivery are important.

Ans: Perishable

Note: Service design should define not only what is to be delivered but also where and when.

QUESTION 23

This translates the voice of the customer into technical design requirements.

Ans: Quality function deployment

QUESTION 24

A __________ is a diagram of steps in a job, operation or process.

Ans: Process flowchart

Note: Process flowchart is a document that uses standardized symbols to chart the productive and nonproductive flow of activities involved in process.

QUESTION 25

Waiting lines mean that service operation is understaffed or does not have the capacity to handle the influx of customers.

Ans: False

Note: The major reasons for formation of waiting line are variations in customer arrival and serving time.

QUESTION 26

The frequency at which customers arrive at a waiting line; most frequentl described by a Poisson distribution is known as ________________ .

Ans: Arrival rate

QUESTION 27

Self-directed teams, though not totally independent, are usually empowered to make decisions and changes relative to the processes in their own work area.

Ans: True

Note: Management believes that the people whi are close to a work process are more knowledgeable about how to make it work best. Such a degree of responsibility gives empowerment to come with inoovative solutions.

QUESTION 28

The order in which customers are served; most commonly first come, first served is known as _________________ .

Ans: Queue discipline

Note: Queue discipline explains in which order waiting customers are to be served.

QUESTION 29

This is the process of making sure the project schedule does not slip and it is on time?

Ans: Time Management

Note: With help of time management, the schedules are monitored and frequent updates are taken. If any activity is behind schedule or has to be finished earlier, than project crashing is done through time-cost tradeoff decision.

QUESTION 30

The range of natural variability in a process or what we measure with control charts is also known as _____________.

Ans: Process capability

Note: Process capability refers to the natural variation of a process relative to the variation allowed by the design specifications or tolerances. This gives understanding of whether the process is capable or not of producing within the specification range. Through process control charts process capability can be determined.

QUESTION 31

The __________________________ is a network, with work elements represented by circles or nodes and precedence relationships represented.

Ans: Precedence diagram

Note: In line balancing, precedence diagram is used to determine the restrictions on the order in which the operations to be performed.

QUESTION 32

The principles of scientific management developed by __________________ in the 1880s and the 1890s dominated operations management during the first part of the twentieth centry. His approach was to break jobs down into their most elemental activities and to simplify job designs so that only limited skills were required to learn a job.

Ans: F.W. Taylor

QUESTION 33

A robust design is one that yields a product or service designed to withstand___________.

Ans: Variations

Reason: to withstand the variations in the environmental or operating conditions the product has to be designed or to be possessed robust quality. Thus, products should be of superior quality, in other words products should be more robust.

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