• Question 1
4 out of 4 points
A lean system is designed to expose errors and get them corrected at the source.
Selected Answer: True
Correct Answer: True
Answer Feedback:
(pp. 142 - this is
...
• Question 1
4 out of 4 points
A lean system is designed to expose errors and get them corrected at the source.
Selected Answer: True
Correct Answer: True
Answer Feedback:
(pp. 142 - this is true as it prevents covering errors with inventory).
• Question 2
According to the service matrix proposed by Collier and Meyer, ATM services are categorized as:
Selected
Answer: provider routed services
Correct
Answer: provider routed services
4 out of 4 points
Answer Feedback:
(see Fig. 5.2 on pp. 89. Also, ATMs are service systems with a limited number of pathways from which customers may choose (pp. 90).)
• Question 3
Which of the following statements concerning the development of operations function, mission, objectives, and strategies is true?
Selected
4 out of 4 points
Answer: Strategic operational decisions such as make versus buy or handcrafted versus machine-made choices guide the development of operations objectives.
Correct
Answer: Strategic operational decisions such as make versus buy or handcrafted versus machine-made choices guide the development of operations objectives.
Answer Feedback:
pp. 30 - strategic decisions indicate how operations objectives will be achieved)
• Question 4
A Kaizen event is a long-term continuous improvement project.
Selected Answer: True
Correct Answer: False
0 out of 4 points
Answer Feedback:
(pp. 149 -- A kaizen event can take two days to one week.)
• Question 5
4 out of 4 points
seeks to eliminate defects in goods services by preventing and correcting human-generated errors:
Selected
Answer: poka-yoke
Correct
Answer: poka-yoke
Answer Feedback:
(pp. 138, poka-yoke, or mistake proofing seeks to eliminate defects in goods services by preventing and correcting human- generated errors.)
• Question 6
4 out of 4 points
The Service Profit chain indicates how customer satisfaction and loyalty along with employee satisfaction and loyalty are important to the overall profitability of the service industry.
Selected Answer: True
Correct Answer: True
Answer Feedback:
(see Fig. 5.4 on pp. 100)
• Question 7
4 out of 4 points
Which of the following statement(s) is/are true about kanban?
Selected
Answer: a, b, and c are true
Correct
Answer: a, b, and c are true
Answer Feedback:
(pp, 141-142, all the above statements accurately explain kanban)
• Question 8
4 out of 4 points
A major drawback of a line process is the jumbled flow, which reduces the throughput and efficiency.
Selected Answer: False
Correct Answer: False
Answer Feedback:
(Table 4.1, pp. 65. Lined flows use a sequenced flow thus enabling it to produce high volume.)
• Question 9
4 out of 4 points
The interfunctional approach is usually the best way to develop new products since it includes both market and technological considerations in the new product design.
Selected Answer: True
Correct Answer: True
Answer Feedback:
(pp. 42 and
55)
• Question 10
Service recovery refers to:
Selected
4 out of 4 points
Answer: The ability to quickly compensate and recover from a service failure
Correct
Answer: The ability to quickly compensate and recover from a service failure
Answer Feedback:
(pp. 94 - Service recovery consists of the actions necessary to
compensate for the failures and restore, if possible, the service requested by the customer).
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