Operations Management
Exam Answer Key
Course Introduction
Operations Management explores the strategic and tactical processes involved in the production of goods and delivery of services within organizations. The course examines key concepts such as process analysis, capacity planning, quality management, supply chain coordination, inventory control, and project management. Through case studies, quantitative methods, and real-world examples, students learn how to design, improve, and manage efficient systems that create value for businesses and customers. Emphasis is placed on the integration of technology, data-driven decision making, and sustainability in optimizing operational performance.
Recommended Textbook
Quality and Performance Excellence 7th Edition by James R. Evans
Available Study Resources on Quizplus
11 Chapters
877 Verified Questions
877 Flashcards
Source URL: https://quizplus.com/study-set/1357
Page 2
Chapter 1: Introduction to Quality and Performance Excellence
Available Study Resources on Quizplus for this Chatper
79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27106
Sample Questions
Q1) From a total quality perspective, all strategic decisions a company makes are "customer-driven."
A)True
B)False
Answer: True
Q2) Customer engagement refers to:
A) organizations designing products and processes with the goal of maximising revenue from individual customers.
B) organizations building relationships with customers so they will continue to use their goods and services and actively advocate for and recommend them.
C) organizations customizing product and service features to meet the needs of individual customers rather than mass-producing products.
D) customers proactively approaching organizations in order to suggest product ideas and features for development.
Answer: B
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Frameworks for Quality and Performance Excellence
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27107
Sample Questions
Q1) With reference to the factors related to the Baldrige Award evaluation process, _____ refers to refining the approach through cycles of evaluation and improvement, encouraging breakthrough change to the approach through innovation, and sharing refinements and innovations with other relevant work units and processes in the organization.
A) process variance
B) learning
C) fluctuation
D) integrating
Answer: B
Q2) With respect to Juran's quality trilogy, _____ refers to the process for meeting quality goals during operations.
A) quality planning
B) quality variance
C) quality improvement
D) quality control
Answer: D
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Tools and Techniques for Quality Design and Control
Available Study Resources on Quizplus for this Chatper
79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27108
Sample Questions
Q1) A major disadvantage of QFD is the lack of communications and teamwork between all constituencies in the production process.
A)True
B)False
Answer: False
Q2) In the statistical process control methodology, when _____ causes are present, the process is deemed to be out of control.
A) special
B) random
C) common
D) cumulative
Answer: A
Q3) Mass customization refers to providing personalized, custom-designed products to meet individual customer preferences at prices comparable to mass-produced items.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above.
Page 5
Chapter 4: Tools and Techniques for Quality Improvement
Available Study Resources on Quizplus for this Chatper
79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27109
Sample Questions
Q1) The most important ingredient for continuous improvement is an appropriate organizational culture.
A)True
B)False
Q2) A _____ is also known as the Ishikawa diagram.
A) cause-and-effect diagram
B) Pareto diagram
C) histogram
D) scatter diagram
Q3) Eliminating steps is the lean thinking principle that refers to the issue of errors every time a process is handed from one person or group to another.
A)True
B)False
Q4) The _____ phase of DMAIC focuses on why defects, errors, or excessive variation occur.
A) control
B) analyze
C) define
D) measure
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Competitive Advantage and Strategic Management for Performance Excellence
Available Study Resources on Quizplus for this Chatper
78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/27110
Sample Questions
Q1) _____ refers to a firm's ability to achieve market superiority over its competitors.
A) Fitness for use
B) Value analysis
C) Competitive advantage
D) Deployment
Q2) Describe outsourcing and vertical integration.
Q3) _____ products are unique configurations of subassemblies that are designed to fit together. The customer participates in choosing the specifications of the components to be assembled.
A) Custom
B) Knock-down
C) Standard
D) Option-oriented
Q4) In the hoshin planning process, policy deployment starts with the production employees of the company.
A)True
B)False
Q5) Why do organizations need performance measures?
Q6) What is the role of quality in strategic planning?
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Quality in Customer Supplier Relationships
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27111
Sample Questions
Q1) As per the net promoter score, scores of 6 or below represent _____.
A) passives
B) promoters
C) satisfiers
D) detractors
Q2) What is the TQ view on customer-supplier relationships?
Q3) Translating customer needs into product features can be done in a structured manner using:
A) the Delphi method.
B) competitive intelligence.
C) quality function deployment.
D) flowcharting.
Q4) The goal of building partnerships with customers and suppliers can be seen as an extension of the teamwork principle that applies to all TQ activities.
A)True
B)False
Q5) List the practices used to improve customer-supplier relationships.
Q6) What are the key principles for effective customer-supplier relationships?
Q7) Describe the role of customer engagement in performance excellence.
Page 8
To view all questions and flashcards with answers, click on the resource link above.
Chapter 7: Designing Organizations for Performance Excellence
Available Study Resources on Quizplus for this Chatper
82 Verified Questions
82 Flashcards
Source URL: https://quizplus.com/quiz/27112
Sample Questions
Q1) According to the contingency model:
A) organizations facing uncertainty should adopt a mechanistic structure.
B) organic organizations are better able to deal with a complex environment.
C) organizations that experience little uncertainty have volatile environments.
D) mechanistic organizations are better able to change rapidly and adapt themselves.
Q2) Which of the following is a result of the creation of process teams and the focus on internal customers?
A) A substantial increase in the number of hierarchical layers in the organization
B) Creation of non-value-added activities
C) Empowerment of frontline workers to improve processes
D) More supervision and coordination for managers to do
Q3) Project teams are fundamental to Six Sigma.
A)True
B)False
Q4) In a functional structure, none of the organizational units have control over whole processes.
A)True
B)False
Page 9
To view all questions and flashcards with answers, click on the resource link above.
Chapter 8: Quality Teamwork
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27113
Sample Questions
Q1) With respect to the different types of teams in organizations, _____ teams lead quality initiatives in an organization and provide direction and focus.
A) project
B) natural work
C) leadership
D) virtual
Q2) Describe the organizational impact of self-managed teams.
Q3) Two basic types of problem-solving teams are _____.
A) self-managed and ad-hoc
B) project-wise and in-house
C) departmental and cross-functional
D) institutional and networked
Q4) Green Belts are functional employees who are trained in introductory Six Sigma tools and methodology and work on projects on a part-time basis.
A)True
B)False
Q5) What is the significance of a cross-functional team?
Q6) List the common types of teams.
Q7) List the various criteria for effective teamwork.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Engagement, Empowerment, and Motivation
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27114
Sample Questions
Q1) Which of the following is a principle of empowerment?
A) Do not provide business information to employees.
B) Do not ignore the middle management.
C) Stick to the existing reward system; don't attempt to change it.
D) Empower all employees irrespective of their capabilities.
Q2) One of the practices that leads to effective employee recognition and rewards, is ensuring only individual and not team awards are given.
A)True
B)False
Q3) The _____ states that people will be more motivated to work and more satisfied with their jobs to the extent that their jobs possess skill variety, task identity, task significance, autonomy, and feedback.
A) job characteristics theory (JCT)
B) acquired need theory
C) goal setting theory
D) reinforcement theory
Q4) What role does the middle management have in organizations with empowered workforces?
Q5) What impact does empowerment have on individuals with various needs?
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Leadership for Performance Excellence
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27115
Sample Questions
Q1) Which of the following personal leadership competencies refers to the ability to stay healthy in both work and play, demonstrating the importance of being ready to implement leadership competencies when needed?
A) Courage
B) Accountability
C) Perseverance
D) Well-being
Q2) Corporate social responsibility implies that organizations must behave ethically and be sensitive of social, cultural, economic, and environmental issues.
A)True
B)False
Q3) List some of the ways managers can lead continuous improvement.
Q4) What are leadership systems?
Q5) According to Bass, in comparison with the transactional leaders, the transformational leaders are more focused on the satisfaction of self-interests and the maintenance of the organization's status quo.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Performance Excellence and Organizational Change
Available Study Resources on Quizplus for this Chatper
80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27116
Sample Questions
Q1) The False Starts stage can result in two outcomes: continued improvement or decline as organizations lose focus or become distracted.
A)True
B)False
Q2) With respect to the six stages of a quality life cycle, in the _____ stage quality initiative has had a limited impact, is failing and the initiative is awaiting termination.
A) stagnation
B) decline
C) limitation
D) energizing
Q3) From the ecological perspective, change in a set of similar organizations often comes about by ineffective organizations going out of business and being replaced by new ones.
A)True
B)False
Q4) The source of most change considered in organizational theory is top management.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 13