Chapter 4

Question 1

Hard Technology

Answer 1

refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services.

Question 2

Soft technology

Answer 2

refers to the application of the Internet, computer software, and information systems to provide data, information, and analysis and to facilitate the creation and delivery of goods and services.

Question 3

Computer-integrated manufacturing systems (CIMSs)

Answer 3

represent the union of hardware, software, database management, and communications to automate and control production activities, from planning and design to manufacturing and distribution.

Question 4

Numerical control (NC)

Answer 4

machine tools enable the machinist’s skills to be duplicated by a programmable device (originally punched paper tape) that controls the movements of a tool used to make complex shapes.

Question 5

Computer numerical control (CNC)

Answer 5

machines are NC machines whose operations are driven by a computer.

Question 6

robot

Answer 6

is a programmable machine designed to handle materials or tools in the performance of a variety of tasks.

Question 7

CAD/CAE

Answer 7

enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist, thus ensuring that a product can be manufactured to specifications when it is released to the shop floor.

Question 8

CAM

Answer 8

involves computer control of the manufacturing process, such as determining tool movements and cutting speeds.

Question 9

Flexible manufacturing systems (FMSs)

Answer 9

consist of two or more computercontrolled machines or robots linked by automated handling devices such as transfer machines, conveyors, and transport systems. Computers direct the overall sequence of operations and route the work to the appropriate machine, select and load the proper tools, and control the operations performed by the machine.

Question 10

E-Service

Answer 10

refers to using the Internet and technology to provide services that create and deliver time, place, information, entertainment, and exchange value to customers and/or support the sale of goods.

Question 11

Customer relationship management (CRM)

Answer 11

is a business strategy designed to learn more about customers’ wants, needs, and behaviors in order to build customer relationships and loyalty, and ultimately enhance revenues and profits.

Question 12

Scalability

Answer 12

is a measure of the contribution margin (revenue minus variable costs) required to deliver a good or service as the business grows and volumes increase.

Question 13

High scalability

Answer 13

is the capability to serve additional customers at zero or extremely low incremental costs.

Question 14

Low scalability

Answer 14

implies that serving additional customers requires high incremental variable costs.