Operations Management
Mock Exam
Course Introduction
Operations Management focuses on the effective planning, organization, and supervision of processes involved in the production of goods and delivery of services. This course explores key concepts such as process design, capacity planning, inventory management, quality control, supply chain coordination, and operations strategy. Through case studies and practical examples, students will learn how to optimize processes, improve efficiency, and deliver value to customers within various organizational settings. The course also addresses the integration of technology and analytics in operations, contemporary challenges, and sustainability in the modern business environment.
Recommended Textbook
Managing Quality Integrating the Supply Chain 5th Edition by S. Thomas Foster
Available Study Resources on Quizplus
15 Chapters
1374 Verified Questions
1374 Flashcards
Source URL: https://quizplus.com/study-set/1266
Page 2
Chapter 1: Differing Perspectives on Quality
Available Study Resources on Quizplus for this Chatper
119 Verified Questions
119 Flashcards
Source URL: https://quizplus.com/quiz/24990
Sample Questions
Q1) The systems view is associated with which of the following perspectives of quality?
A) operations
B) engineering
C) marketing
D) strategic management
E) financial
Answer: A
Q2) According to Garvin's ________ definition of quality, quality is found in the components and attributes of a product.
A) manufacturing-based
B) value-based
C) user-based
D) transcendent
E) product-based
Answer: E
Q3) The operations management view of quality is rooted in the marketing approach.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Quality Theory
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24991
Sample Questions
Q1) Hothouse quality refers to quality programs that receive a lot of hoopla and no follow-through.
A)True
B)False
Answer: True
Q2) A theory that is generated by observation and description is said to have been developed by the process of deduction.
A)True
B)False
Answer: False
Q3) What is the primary contribution of Genichi Taguchi?
A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design
Answer: E
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Global Supply Chain Quality and International Quality Standards
Available Study Resources on Quizplus for this Chatper
100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24992
Sample Questions
Q1) The top level in the multilevel approach includes the Baldrige-lite approach.
A)True
B)False
Answer: False
Q2) Explain the term "Baldrige-qualified."
Answer: For the firm applying for the Baldrige award, the first step is eligibility determination. Once eligibility is established, the applicant sends the completed application to NIST. The application is then subjected to first-round review by Baldrige examiners. During this review, examiners read and score the applications. Judges then review the scoring to determine which applicants will continue to consensus. During the consensus phase, between five and eight examiners who have scored the application participate in a conference call to determine a consensus score for each of the scoring items.
Once consensus is reached, judges receive a consensus report from the senior examiner leading the examiner team. Judges then make a site-visit determination. At this point, applicants scoring sufficiently high are granted a site visit. In the past, simply the granting of a Baldrige site visit has been cited as evidence of high-quality processes. These firms sometimes refer to themselves as "Baldrige qualified."
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Strategic Quality Planning
Available Study Resources on Quizplus for this Chatper
91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/24993
Sample Questions
Q1) If a product is regional or is marketed to a particular segment of the population, then the generic strategy in use is ________.
A) quality
B) cost
C) differentiation
D) flexibility
E) focus
Q2) Strategic planning implies planning for the short term.
A)True
B)False
Q3) Assertiveness is an example of a communication skill exhibited by a leader.
A)True
B)False
Q4) Core competencies diminish with use.
A)True
B)False
Q5) Commitment to quality is measured in budget cycles.
A)True
B)False
Q6) Explain the relationship between quality and cost.
Page 6
To view all questions and flashcards with answers, click on the resource link above.
Chapter 5: The Voice of the Customer
Available Study Resources on Quizplus for this Chatper
100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24994
Sample Questions
Q1) Gathering data through focus groups and surveys is an example of a(n) ________ data gathering.
A) active
B) open
C) rational
D) passive
E) closed
Q2) Which of the following determinants of service quality involves approachability and ease of contact?
A) reliability
B) responsiveness
C) competence
D) access
E) courtesy
Q3) What are the three phases of customer-relationship management?
A) satisfaction, feedback, and retention
B) satisfaction, acquisition, and transition
C) response, feedback, and enhancement
D) acquisition, retention, and enhancement
E) response, transition, and acquisition
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: The Voice of the Market
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24995
Sample Questions
Q1) The ________ process of business process benchmarking results in outputs that are eventually sold to customers.
A) transformation
B) conversion
C) control
D) reconstruction
E) reengineering
Q2) Calculate the total factor productivity for Firm B. A)
Q3) Define reengineering. State the two factors that are critical to achieving success through reengineering.
Q4) Quality measures include objectives, policies, and procedures followed by a firm.
A)True
B)False
Q5) Describe the concept of performance benchmarking.
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Quality and Innovation in Product and Process Design
Available Study Resources on Quizplus for this Chatper
93 Verified Questions
93 Flashcards
Source URL: https://quizplus.com/quiz/24996
Sample Questions
Q1) ________ reliability is defined as the propensity for a part to fail over a given time.
A) System
B) Concurrent
C) Component
D) Process
E) Perpetual
Q2) Describe the failure modes, effects, and criticality analysis (FMECA).
Q3) Differentiate between component reliability and system reliability.
Q4) Differentiate between design for reuse and design for disassembly.
Q5) A method of manufacturing that minimizes waste and pollution is referred to as
A) renewable manufacturing
B) clean manufacturing
C) green manufacturing
D) ecofriendly manufacturing
E) sustainable manufacturing
Q6) Explain the use of CAD systems in geometric design and engineering analysis.
Q7) What is quality function deployment (QFD)?
Q8) What is the group technology component of a CAD system? Page 9
To view all questions and flashcards with answers, click on the resource link above.
Page 10
Chapter 8: Designing Quality Services
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24997
Sample Questions
Q1) Differentiate between voluntary and involuntary services with examples.
Q2) In a services blueprint, the area above the line of visibility is referred to as the back office.
A)True B)False
Q3) The idea behind fail-safing is to ensure that certain errors will never occur.
A)True
B)False
Q4) Define the term customer coproduction.
Q5) ________ services are those whose customers pay the bills.
A) External
B) Tangible
C) Internal D) Discrete E) Intangible
Q6) Services process blueprinting places the focus on front-office activities.
A)True B)False
Q7) Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 9: Managing Supplier Quality in the Supply Chain
Available Study Resources on Quizplus for this Chatper
65 Verified Questions
65 Flashcards
Source URL: https://quizplus.com/quiz/24998
Sample Questions
Q1) For the ________ section of ISO/TS 16949, suppliers must recognize key processes and document these processes.
A) management responsibility
B) measurement, analysis, and improvement
C) product realization
D) quality management system
E) resource management
Q2) The linkage between a series of suppliers and consumers in a value chain involves the complex interaction of operations, sales, and services.
A)True
B)False
Q3) Supplier audits tend to have the developmental component that is found in supplier development programs.
A)True
B)False
Q4) Differentiate between single sourcing and dual sourcing.
Q5) List the capabilities of supplier relationship management systems in SAS ERP systems.
Q6) Describe the concept of supplier evaluation.
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 10: The Tools of Quality
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24999
Sample Questions
Q1) The first step in process mapping is to settle on a standard set of process mapping symbols to be used.
A)True
B)False
Q2) Calculate the number of classes if there are 130 observations in a data set?
A) 8
B) 7
C) 6
D) 5
E) 4
Q3) The usefulness of the balanced scorecard comes from integrating financial measures of business success along with nonfinancial, operational information about the business.
A)True
B)False
Q4) Define a matrix diagram. What are the steps involved in constructing a matrix diagram.
Q5) What are cause-and-effect diagrams?
Q6) State the importance of balanced scorecards in measuring performance.
To view all questions and flashcards with answers, click on the resource link above. Page 13
Q7) Define a tree diagram and describe the steps used to complete a tree diagram.
Chapter 11: Statistically Based Quality Improvement for Variables
Available Study Resources on Quizplus for this Chatper
105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/25000
Sample Questions
Q1) A machine shop owner wishes to monitor the diameter of an engine boring operation where the piston bore should be 4.25". He obtains 8 samples of 5 and records the data in the table above. What should the center line be for a chart that monitors process average?
Q2) The R chart is a process chart used to monitor the average of the characteristic being measured.
A)True
B)False
Q3) A(n) ________ is an either-or-situation resulting from a binomial process.
A) variable
B) paradigm
C) criterion
D) attribute
E) element
Q4) What is the difference between random and nonrandom variation?
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 12: Statistically Based Quality Improvement for Attributes
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25001
Sample Questions
Q1) A parks and recreation worker counts the number of paint drips on each standard size park bench. The results from the last 10 benches are shown below. If the Parks Department decides to make a c chart, what should the center line be?
A) 6.9
Q2) System unreliability is increased with ________.
A) a redundant system
B) a parallel system
C) a backup system
D) high reliability components
E) low reliability components
Q3) The reliability of a product having a failure rate of 0.0001 and a useful life of 2080 hours is 0.81.
A)True
B)False
Q4) State the five types of attributes.
To view all questions and flashcards with answers, click on the resource link above. Page 15
Chapter 13: Six Sigma Management and Lean Tools
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25002
Sample Questions
Q1) Six Sigma is popular with CEO's because it is more cost-reduction-oriented than traditional continuous improvement.
A)True
B)False
Q2) DMAIC is very similar to Deming's PDCA cycle.
A)True
B)False
Q3) Part of the responsibility of the master black belt is to perform a cost of poor quality analysis.
A)True
B)False
Q4) The Taguchi method focuses primarily on ________.
A) robust design
B) concept design
C) parameter design
D) tolerance design
E) finish design
Q5) What distinguishes Six Sigma from traditional continuous improvement?
Q6) What is robust design and what are the different types of design that compose it?
Page 16
To view all questions and flashcards with answers, click on the resource link above.
Chapter 14: Managing Quality Improvement Teams and Projects
Available Study Resources on Quizplus for this Chatper
91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/25003
Sample Questions
Q1) A team is defined as a finite number of individuals who are united in a common purpose.
A)True
B)False
Q2) In an activity network diagram, the ________ indicates which tasks depend on the completion of other tasks in the process.
A) critical path
B) slack time
C) task variance
D) project standard deviation
E) precedence relationship
Q3) ________ is accomplished by following a process that identifies roles for team members and then helps them to become competent in achieving those roles.
A) Brainstorming
B) Team building
C) Meeting management
D) Conflict resolution
E) Facilitation
Q4) What are the responsibilities of leaders?
Page 17
To view all questions and flashcards with answers, click on the resource link above.
Chapter 15: Implementing and Validating the Quality System
Available Study Resources on Quizplus for this Chatper
70 Verified Questions
70 Flashcards
Source URL: https://quizplus.com/quiz/25004
Sample Questions
Q1) Conditional measures are the documents relating to processes.
A)True
B)False
Q2) Which of the following steps in the basic quality audit involves sharing the preliminary results with management?
A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) closure
Q3) Customer service is both a goal and an outcome of systems.
A)True
B)False
Q4) ________ audits are also called quality maturity studies.
A) Presidential
B) Operational
C) Consultant
D) Certification
E) Award
Q5) Outline the process for reenergizing quality efforts in organizations.
To view all questions and flashcards with answers, click on the resource link above. Page 18