Operations Management 3rd Canadian Edition by Jay Heizer | TEST BANK

Test Bank for Operations Management, Third Canadian Edition, 3ce by Jay Heizer,Barry Render,Paul Griffin TEST BANK ISBN-13: 9780134838076 FULL CHAPTERS INCLUDED Part One Introduction to Operations Management 1 Op ...

Test Bank for Operations Management, Third Canadian Edition, 3ce by Jay Heizer,Barry Render,Paul Griffin TEST BANK ISBN-13: 9780134838076 FULL CHAPTERS INCLUDED Part One Introduction to Operations Management 1 Operations and Productivity What Is Operations Management? Organizing to Produce Goods and Services The Supply Chain Why Study Operations Management? What Operations Managers Do Where Are the OM Jobs? The Heritage of Operations Management Operations in the Service Sector Differences Between Goods and Services Growth of Services Service Pay New Challenges in Operations Management The Productivity Challenge Productivity Measurement Productivity Variables Productivity and the Service Sector Ethics, Social Responsibility, and Sustainability Chapter Summary Ethical Dilemma Discussion Questions Solved Problems Problems Case Studies: National Air Express Video Case Studies: Frito‐Lay: Operations Management in Manufacturing Hard Rock Cafe: Operations Management in Services Rapid Review Self‐Test 2 Operations Strategy in a Global Environment A Global View of Operations and Supply Chains Reduce Costs Improve the Supply Chain Provide Better Goods and Services Understand Markets Learn to Improve Operations Attract and Retain Global Talent Cultural and Ethical Issues Developing Missions and Strategies Mission Strategy Achieving Competitive Advantage Through Operations Competing on Differentiation Competing on Cost Competing on Response 10 Strategic OM Decisions Issues in Operations Strategy Strategy Development and Implementation Key Success Factors and Core Competencies Build and Staff the Organization Integrate OM with Other Activities Strategic Planning, Core Competencies, and Outsourcing The Theory of Comparative Advantage Risks of Outsourcing Rating Outsource Providers Global Operations Strategy Options International Strategy Multidomestic Strategy Global Strategy Transnational Strategy Chapter Summary Ethical Dilemma Discussion Questions Solved Problems Problems Case Studies: Mr. Lube Video Case Studies: Operations Strategy at Regal Marine Hard Rock Cafe’s Global Strategy Rapid Review Self‐Test 3 Project Management The Importance of Project Management Project Planning The Project Manager Work Breakdown Structure Project Scheduling Project Controlling Project Management Techniques: PERT and CPM The Framework of PERT and CPM Network Diagrams and Approaches Activity‐on‐Node Example Activity‐on‐Arrow Example Determining the Project Schedule Forward Pass Backward Pass Calculating Slack Time and Identifying the Critical Path(s) Variability in Activity Times Three Time Estimates in PERT Probability of Project Completion Cost–Time Trade‐Offs and Project Crashing A Critique of PERT and CPM Advantages Limitations Using Microsoft Project to Manage Projects Entering Data Viewing the Project Schedule PERT Analysis Tracking the Time Status of a Project Chapter Summary Ethical Dilemma Discussion Questions Using Software to Solve Project Management Problems Solved Problems Problems Case Studies: Fast Creek Lightning: (A) Video Case Studies: Project Management at Arnold Palmer Hospital Managing Hard Rock’s Rockfest Rapid Review Self‐Test 4 Forecasting What Is Forecasting? Forecasting Time Horizons The Influence of Product Life Cycle Types of Forecasts The Strategic Importance of Forecasting Supply Chain Management Human Resources Capacity Seven Steps in the Forecasting System Forecasting Approaches Overview of Qualitative Methods Overview of Quantitative Methods Time‐Series Forecasting Decomposition of a Time Series Naive Approach Moving Averages Exponential Smoothing Measuring Forecast Error Exponential Smoothing with Trend Adjustment Trend Projections Seasonal Variations in Data Cyclical Variations in Data Associative Forecasting Methods: Regression and Correlation Analysis Using Regression Analysis for Forecasting Standard Error of the Estimate Correlation Coefficients for Regression Lines Multiple‐Regression Analysis Monitoring and Controlling Forecasts Adaptive Smoothing Focus Forecasting Forecasting in the Service Sector Specialty Retail Shops Fast‐Food Restaurants Chapter Summary Ethical Dilemma Discussion Questions Using Software in Forecasting Solved Problems Problems Case Studies: Fast Creek Lightning: (B) Video Case Studies: Forecasting at Hard Rock Cafe Rapid Review Self‐Test Part Two Designing Operations 5 Design of Goods and Services Goods and Services Selection Product Strategy Options Support Competitive Advantage Product Life Cycles Life Cycle and Strategy Product‐by‐Value Analysis Generating New Products New Product Opportunities Importance of New Products Product Development Product Development System Quality Function Deployment (QFD) Organizing for Product Development Manufacturability and Value Engineering Issues for Product Design Robust Design Modular Design Computer‐Aided Design (CAD) Computer‐Aided Manufacturing (CAM) Virtual Reality Technology Value Analysis Sustainability and Life Cycle Assessment (LCA) Time‐Based Competition Purchasing Technology by Acquiring a Firm Joint Ventures Alliances Defining a Product Make‐or‐Buy Decisions Group Technology Documents for Production Product Life Cycle Management (PLM) Service Design Process–Chain–Network (PCN) Analysis Adding Service Efficiency Documents for Services Application of Decision Trees to Product Design Transition to Production Chapter Summary Ethical Dilemma Discussion Questions Solved Problem Problems Case Studies: StackTeck Video Case Studies: Product Strategy at Regal Marine Rapid Review Self‐Test 5 Supplement: Sustainability in the Supply Chain Corporate Social Responsibility Sustainability Systems View Commons Triple Bottom Line Design and Production for Sustainability Product Design Production Process Logistics End‐of‐Life Phase Regulations and Industry Standards International Environmental Policies and ‐Standards Supplement Summary Discussion Questions Solved Problems Problems Video Case Studies: Building Sustainability at the Orlando Magic’s Amway Center Green Manufacturing and Sustainability at Frito‐Lay Rapid Review Self‐Test 6 Managing Quality Quality and Strategy Defining Quality Implications of Quality National Quality Awards ISO 9000 International Quality Standards ISO 14000 Cost of Quality (COQ) Ethics and Quality Management Total Quality Management Continuous Improvement Six Sigma Employee Empowerment Benchmarking Just‐in‐Time (JIT) Taguchi Concepts Knowledge of TQM Tools Tools of TQM Check Sheets Scatter Diagrams Cause‐and‐Effect Diagrams Pareto Charts Flowcharts Histograms Statistical Process Control (SPC) The Role of Inspection When and Where to Inspect Source Inspection Service Industry Inspection Inspection of Attributes versus Variables TQM in Services Chapter Summary Ethical Dilemma Discussion Questions Problems Case Studies: Fast Creek Lightning: (C) Video Case Studies: The Culture of Quality at Arnold Palmer Hospital Quality Counts at Alaska Airlines TQM at Ritz‐Carlton Hotels Rapid Review Self‐Test 6 Supplement: Statistical Process Control Statistical Process Control (SPC) Natural Variations Assignable Variations Samples Control Charts Control Charts for Variables The Central Limit Theorem Setting Mean Chart Limits (‐Charts) Setting Range Chart Limits (R‐Charts) Using Mean and Range Charts Control Charts for Attributes Managerial Issues and Control Charts Process Capability Process Capability Ratio (Cp) Process Capability Index (Cpk) Acceptance Sampling⁶ Operating Characteristic Curve Average Outgoing Quality Supplement Summary Discussion Questions Using Software for SPC Solved Problems Problems Case Studies: PEI Potato Purveyors Video Case Studies: Frito‐Lay’s Quality‐Controlled Potato Chips Farm to Fork: Quality at Darden Restaurants Rapid Review Self‐Test 7 Process Strategy Four Process Strategies Process Focus Repetitive Focus Product Focus Mass Customization Focus Comparison of Process Choices Selection of Equipment and Technology Process Analysis and Design Flowchart Time‐Function Mapping Value‐Stream Mapping Process Charts Service Blueprinting Special Considerations for Service Process Design Customer Interaction and Process Design More Opportunities to Improve Service Processes Production Technology Machine Technology Automatic Identification Systems (AISs) and RFID Process Control Vision Systems Robots Automated Storage and Retrieval Systems (ASRSs) Automated Guided Vehicles (AGVs) Flexible Manufacturing Systems (FMSs) Computer‐Integrated Manufacturing (CIM) Technology in Services Process Redesign Chapter Summary Ethical Dilemma Discussion Questions Solved Problem Problems Case Studies: Regina Manufacturing’s Process Decision Environmental Sustainability at Walmart Video Case Studies: Process Strategy at Wheeled Coach Ambulance Process Analysis at Arnold Palmer Hospital Alaska Airlines: 20‐Minute Baggage Process—Guaranteed! Rapid Review Self‐Test 7 Supplement: Capacity and Constraint Management Capacity Design and Effective Capacity Capacity and Strategy Capacity Considerations Managing Demand Demand and Capacity Management in the Service Sector Bottleneck Analysis and the Theory of Constraints Theory of Constraints Bottleneck Management Break‐Even Analysis Assumptions Graphic Approach Algebraic Approach Single‐Product Case Multiproduct Case Reducing Risk with Incremental Changes Applying Expected Monetary Value (EMV) to Capacity Decisions Applying Investment Analysis to Strategy‐Driven Investments Investment, Variable Cost, and Cash Flow Net Present Value Supplement Summary Discussion Questions Using Software for Break‐Even Analysis Solved Problems Problems Video Case Study: Capacity Planning at Arnold Palmer Hospital Rapid Review Self‐Test 8 Location Strategies The Strategic Importance of Location Location and Costs Factors that Affect Location Decisions Labour Productivity Exchange Rates and Currency Risk Costs Political Risk, Values, and Culture Proximity to Markets Proximity to Suppliers Proximity to Competitors (Clustering) Methods of Evaluating Location Alternatives The Factor Rating Method Locational Break‐Even Analysis Centre‐of‐Gravity Method Transportation Model Service Location Strategy Geographic Information Systems Chapter Summary Ethical Dilemma Discussion Questions Using Software to Solve Location Problems Solved Problems Problems Case Studies: Atlantic Assembly Services Video Case Studies: Locating the Next Red Lobster Restaurant Hard Rock’s Location Selection Rapid Review Self‐Test 9 Layout Strategies The Strategic Importance of Layout Decisions Types of Layout Office Layout Retail Layout Servicescapes Warehousing and Storage Layouts Cross‐Docking Random Stocking Customizing Fixed‐Position Layout Process‐Oriented Layout Computer Software for Process‐Oriented Layouts Work Cells Requirements of Work Cells Staffing and Balancing Work Cells The Focused Work Centre and the Focused Factory Repetitive and Product‐Oriented Layout Assembly‐Line Balancing Chapter Summary Ethical Dilemma Discussion Questions Using Software to Solve Layout Problems Solved Problems Problems Case Studies: Automobile Licence Renewals Video Case Studies: Layout at Arnold Palmer Hospital Facility Layout at Wheeled Coach Ambulance Rapid Review Self‐Test 10 Human Resources, Job Design, and Work Measurement Human Resource Strategy for Competitive Advantage Constraints on Human Resource Strategy Labour Planning Employment‐Stability Policies Work Schedules Job Classifications and Work Rules Job Design Labour Specialization Job Expansion Psychological Components of Job Design Self‐Directed Teams Motivation and Incentive Systems Ergonomics and the Work Environment Ergonomics Operator Input to Machines Feedback to Operators The Work Environment Methods Analysis The Visual Workplace Labour Standards Historical Experience Time Studies Predetermined Time Standards Work Sampling Ethics Chapter Summary Ethical Dilemma Discussion Questions Solved Problems Problems Case Studies: Jackson Manufacturing Company Video Case Studies: The “People” Focus: Human Resources at Alaska Airlines Human Resources at Hard Rock Cafe Rapid Review Self‐Test Part Three Managing Operations 11 Supply Chain Management The Supply Chain’s Strategic Importance Supply Chain Risk Ethics and Sustainability Personal Ethics Ethics within the Supply Chain Ethical Behaviour Regarding the Environment Supply Chain Economics Make‐or‐Buy Decisions Outsourcing Supply Chain Strategies Many Suppliers Few Suppliers Vertical Integration Joint Ventures Keiretsu Networks Virtual Companies Managing the Supply Chain Mutual Agreement on Goals Trust Compatible Organizational Cultures Issues in an Integrated Supply Chain Opportunities in an Integrated Supply Chain Eprocurement Electronic Ordering and Funds Transfer Online Catalogues Auctions RFQs Real‐Time Inventory Tracking Vendor Selection Vendor Evaluation Vendor Development Negotiations Contracting Centralized Purchasing E‐Procurement Logistics Management Distribution Systems Warehousing Third‐Party Logistics Cost of Shipping Alternatives Security and JIT Measuring Supply Chain Performance Supply Chain Performance Assets Committed to Inventory The SCOR Model Chapter Summary Ethical Dilemma Discussion Questions Solved Problems Problems Case Studies: Dell’s Value Chain Video Case Studies: Darden’s Global Supply Chain Supply Chain Management at Regal Marine Arnold Palmer Hospital’s Supply Chain Rapid Review Self-Test 11 Supplement: Supply Chain Management Analytics Techniques for Evaluating Supply Chains Evaluating Disaster Risk in the Supply Chain Managing the Bullwhip Effect A Bullwhip Effect Measure Supplier Selection Analysis Transportation Mode Analysis Warehouse Storage Supplement Summary Discussion Questions Solved Problems Problems Rapid Review Self‐Test 12 Inventory Management The Importance of Inventory Functions of Inventory Types of Inventory Managing Inventory ABC Analysis Record Accuracy Cycle Counting Control of Service Inventories Inventory Models Independent versus Dependent Demand Holding, Ordering, and Setup Costs Inventory Models for Independent Demand The Basic Economic Order Quantity (EOQ) Model Minimizing Costs Reorder Points Production Order Quantity Model Quantity Discount Models Probabilistic Models and Safety Stock Other Probabilistic Models Single‐Period Model Fixed‐Period (P) Systems Chapter Summary Ethical Dilemma Discussion Questions Using Software to Solve Inventory Problems Solved Problems Problems Case Studies: Zhou Bicycle Company Video Case Studies: Managing Inventory at Frito‐Lay Inventory Control at Wheeled Coach Ambulance Rapid Review Self-Test 13 Aggregate Planning and Sales and Operations Planning The Planning Process Sales and Operations Planning The Nature of Aggregate Planning Aggregate Planning Strategies Capacity Options Demand Options Mixing Options to Develop a Plan Methods for Aggregate Planning Graphical Methods Mathematical Approaches Comparison of Aggregate Planning Methods Aggregate Planning in Services Restaurants Hospitals National Chains of Small Service Firms Miscellaneous Services Airline Industry Yield Management Chapter Summary Ethical Dilemma Discussion Questions Using Software for Aggregate Planning Solved Problems Problems Case Studies: Fast Creek Lightning (G) Andrew‐Carter, Inc. Video Case Studies: Using Revenue Management to Set Orlando Magic Ticket Prices Rapid Review Self‐Test 14 Material Requirements Planning (MRP) and ERP Dependent Demand Dependent Inventory Model Requirements Master Production Schedule Bills of Material Accurate Inventory Records Purchase Orders Outstanding Lead Times for Components MRP Structure MRP Management MRP Dynamics MRP and JIT Lot‐Sizing Techniques Lot‐for‐Lot Economic Order Quantity (EOQ) Periodic Order Quantity Lot‐Sizing Summary Extensions of MRP Material Requirements Planning II (MRP II) Closed‐Loop MRP Capacity Planning MRP in Services Restaurants Hospitals Hotels Distribution Resource Planning (DRP) Enterprise Resource Planning (ERP) ERP in the Service Sector Chapter Summary Ethical Dilemma Discussion Questions Using Software to Solve MRP Problems Solved Problems Problems Case Studies: Hill’s Automotive, Inc. Video Case Studies: When 18 500 Orlando Magic Fans Come to Dinner MRP at Wheeled Coach Ambulance Rapid Review Self‐Test 15 Short‐Term Scheduling The Importance of Short‐Term Scheduling Scheduling Issues Forward and Backward Scheduling Finite and Infinite Loading Scheduling Criteria Scheduling Process‐Focused Facilities Loading Jobs Input–Output Control Gantt Charts Assignment Method Sequencing Jobs Priority Rules for Dispatching Jobs Critical Ratio Sequencing N Jobs on Two Machines: Johnson’s Rule Limitations of Rule‐Based Dispatching Systems Finite Capacity Scheduling (FCS) Scheduling Repetitive Facilities Scheduling Services Hospitals Banks Retail Stores Airlines 24/7 Operations Scheduling Service Employees with Cyclical Scheduling Cyclical Scheduling Chapter Summary Ethical Dilemma Discussion Questions Using Software for Short‐Term Scheduling Solved Problems Problems Case Studies: Old Muskoka Wood Store Video Case Studies: From the Eagles to the Magic: Converting the Amway Center Scheduling at Hard Rock Cafe Rapid Review Self-Test 16 Lean Operations Lean Operations Eliminate Waste Remove Variability Improve Throughput Lean and Just‐in‐Time Supplier Partnerships Lean Layout Distance Reduction Increased Flexibility Impact on Employees Reduced Space and Inventory Lean Inventory Reduce Inventory and Variability Reduce Lot Sizes Reduce Setup Costs Lean Scheduling Level Schedules Kanban Lean Quality Toyota Production System Continuous Improvement Respect for People Processes and Standard Work Practice Lean Organizations Building a Lean Organization Lean Sustainability Lean Operations in Services Suppliers Layouts Inventory Scheduling Chapter Summary Ethical Dilemma Discussion Questions Solved Problems Problems Case Studies: Saskatchewan Mutual Insurance Company Video Case Studies: Lean Operations at Alaska Airline JIT at Arnold Palmer Hospital Rapid Review Self-Test 17 Maintenance and Reliability The Strategic Importance of Maintenance and Reliability Reliability Improving Individual Components Providing Redundancy Maintenance Implementing Preventive Maintenance Increasing Repair Capabilities Autonomous Maintenance Total Productive Maintenance Techniques for Enhancing Maintenance Simulation Expert Systems Automated Sensors Chapter Summary