Question 5: In the Malcolm Baldridge Quality Award competition, criteria used to

Question

Question 5: In the Malcolm Baldridge Quality Award competition, criteria used to evaluate an applicant’s overall quality management system include all of the following EXCEPT:

A. Results

B. Leadership

C. Workforce focus

D. Customer and market focus

E. Documentation of planning and control processes

Question 6: Some ways of dealing with service delays aimed at preventing lost customers include all of the following EXCEPT:

A. offer the customer a pager

B. offer the customer a comment card to fill out

C. offer to reschedule a customer’s appointment

D. inform the customer of the reason for the delay

E. inform the customer of the expected length of delay

Question 7: Inventory held to prevent stockouts in case of possible delivery delays is called:

A. Buffer inventory.

B. Cyclical inventory.

C. Seasonal inventory.

D. Speculative inventory.

E. Decoupling inventory.

Question 8: Strategies to manage demand by holding fixed capacity include all of the following EXCEPT:

A. Partitioning demand

B. Offering price incentives

C. Promoting off-peak demand

D. Increasing customer participation

E. Developing complementary services

Question 9: Which of the following tools is used to identify, explore, and graphically display in increasing detail all possible causes of a problem or condition?

A. 5S

B. Six sigma

C. Pareto chart

D. Control chart

E. Cause and effect diagram

Question 10: When designing complaint-handling procedures, best practices for dealing with the customer include all of the following EXCEPT:

A. apologizing

B. showing empathy

C. owning the problem

D. involving management

E. informing the customer about what has changed

Question 11: All of the following are receiving and inspection costs except:

A. Transportation, shipping, and pickup

B. Transferring items into storage areas

C. Examining packages for visible damage

D. Following up to make sure that purchase orders are received by suppliers

E. Counting or weighing items to make sure that the correct amount has been delivered

Question 12 The forecasting method used to predict demand in the short-term by using a predetermined number of the most recent observations is called:

A. regression

B. moving average

C. the Delphi method

D. cross-impact analysis

E. exponential smoothing

Question 13: Six sigma tools are used to:

A. Apply for quality awards

B. Apply for ISO certification

C. Uncover quality problems

D. Reduce variation and costs

E. Benchmark best-in-class firms

Question 14: Spare parts, cleaning supplies, and hand tools are examples of which of the following types of inventory?

A. Pipeline

B. Raw material

C. Finished goods

D. Work-in-process

E. Maintenance, repair, and operating supplies

Question 15: Yield management is used by service firms with which of the following characteristics:

A. A perishable inventory

B. A relatively fixed capacity

C. The ability to segment markets

D. Low marginal sales costs and high marginal capacity change costs

E. All of the above

Question 16: All of the following are points in W. Edwards Deming’s 14-point program EXCEPT:

A. Cease dependence on mass inspection

B. Break down barriers between departments

C. Institute a vigorous program of education and training

D. End the practice of awarding business on price tag alone

E. Identify an organization that excels in the business process

Question 17: All of the following are sources of customer-induced variability EXCEPT:

A. Effort variability

B. Arrival variability

C. Request variability

D. Capability variability

E. Reduction variability

Question 18: When people latch onto information early then fail to update their knowledge when new facts are available, they are exhibiting which of the following mental biases:

A. Anchoring

B. Availability

C. Spurious awareness

D. Selective perception

E. Confirming evidence

Question 19: Which of the following challenges in improving service processes does this observation describe? With services, customers are simultaneously suppliers and customers, which makes it difficult for the service provider to control supplied inputs.

A. Capricious labor

B. Customer suggestions

C. The unreliable supplier dilemma

D. Measuring customer expectations

E. None of the above

Question 20: Which of the following is a unique assumption of the quantity discount model?

A. Lead time does not vary

B. Annual demand is known

C. Each order is received in a single delivery

D. Customers are willing to tolerate stockouts

E. Price per item decreases as order quantity increases

Question 21: Service guarantees are useful for organizations for all of the following reasons EXCEPT:

A. they reduce producer’s risk

B. they provide valuable information about service failures

C. they force a company to identify its customers’ expectations

D. they help improve the service delivery system and its procedures

E. an unambiguous guarantee for the customer also sets clear standards for the organization

Question 22 A florist would most likely use which of the following inventory models to determine order quantities of fresh flowers?

A. Single-period

B. Retailing discount

C. Planned shortages

D. Fixed order interval

E. Economic order quantity

Question 23 A service recovery approach that uses a protocol to handle customer complaints is the:

A. just-in-time approach

B. case-by-case approach

C. early-intervention approach

D. substitute recovery approach

E. systematic-response approach

Question 24 If a store shuts down for a day so that employees can physically count all pieces of merchandise in the store, the store is engaging in:

A. Periodic review

B. Perpetual review

C. Marginal analysis

D. Expected value analysis

E. ABC inventory classification

Question 25 Which of the following inventory models triggers orders at a certain time instead of at a certain inventory level?

A. Single-period

B. Retailing discount

C. Planned shortages

D. Fixed order interval

E. Economic order quantity

_Thank you!!!

Explanation / Answer

5) A: Results

6) B: Offer a comment card to fill out

7) A: Buffer inventory

8) D. Increasing customer participation

9) E: Cause and effect diagram

10) B:Showing Empathy

1!) D. Following up to make sure that purchase orders are received by suppliers

12) B. moving average

13) E: Benchmark best in class firms

14) E. Maintenance, repair, and operating supplies

15) B: Relatively fixed capacity

16) D. End the practice of awarding business on price tag alone

17) A: Effort variablity

18) A: Anchoring

19) C. The unreliable supplier dilemma

20) E. Price per item decreases as order quantity increases

21) A: Producer's risk

22) A: Single period

23) E. systematic-response approach

24) A: Periodic review

25) D. Fixed order interval

Related Questions

Navigate

• Browse (All)
• Browse Q
• Subjects

---

---

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.