Chapter 7

Question 1

Which service strategy describes structuring services so customers must go where the service is oFfered?
A. Separation
B. Focus
C. Modules
D. Structure

Answer 1

A

Question 2

Low-volume, high-variety production is best suited for which of the following process strategies?
A. repetitive focus
B. product focus
C. process focus 
D. mass customization

Answer 2

B

Question 3

What is a drawing of the movement of material, product or people?
A. flowchart
B. AIS
C. RFID
D. process chart

Answer 3

A

Question 4

In many applications, human quality inspectors can be replaced effectively by
A. FMS.
B. automated storage and retrieval systems.
C. vision systems.
D. RFID tags.

Answer 4

C

Question 5

Which of the following is NOT a production technology that enhances production and productivity?
A. automatic identification systems
B. vision systems
C. service blueprinting
D. process control

Answer 5

C

Question 6

Which of the following is NOT an example of technology's impact on the financial services industry?
A. debit cards
B. RFID
C. electronic funds transfer
D. Internet stock trading

Answer 6

B

Question 7

What is the ability to respond with little penalty in time, cost, or customer value?
A. postponement
B. mass customization
C. flexibility
D. repetitive process

Answer 7

C

Question 8

Which of the quadrants in the service process matrix has low labor intensity and low customization?
A. mass service
B. professional service
C. service factory
D. service shop

Answer 8

C

Question 9

Which of the following statements is NOT true regarding process redesign?
A. Process redesign also focuses on those activities that cross-functional lines.
B. Process redesign is also called process reinvention.
C. Effective process redesign works only if the basic process and its objectives are reexamined.
D. Process redesign is also called process reengineering.

Answer 9

B

Question 10

What is an electronically guided and controlled cart used to move materials?
A. AIS
B. AGV
C. RFID
D. CNC

Answer 10

B

Question 11

What is a flowchart with time added on the horizontal axis?
A. CNC
B. process mapping
C. process chart
D. service blueprinting

Answer 11

B

Question 12

Which of the quadrants in the service process matrix has high labor intensity and high customization?
A. professional service
B. service shop
C. service factory
D. mass service

Answer 12

A

Question 13

High-volume, low-variety production is best suited for which of the following process strategies?
A. process focus 
B. mass customization
C. repetitive focus
D. Product focus

Answer 13

D

Question 14

What is the fundamental rethinking of business processes to bring about dramatic improvements in performance?
A. process design
B. process strategy
C. process analysis
D. process redesign

Answer 14

D

Question 15

A fast-food restaurant is an example of
A. high customization and low degree of labor.
B. high customization and a high degree of labor.
C. low customization and a high degree of labor.
D. low customization and low degree of labor.

Answer 15

D

Question 16

Which of the following statements is NOT true regarding production technologies?
A. Robots are mechanical devices that use electronic impulses to activate motors and switches.
B. Flexible manufacturing systems and computer-integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production.
C. Vision systems combine video cameras and computer technology and are often used in inspection roles.
D. CNC is machinery with its own computer and memory.

Answer 16

B

Question 17

Which of the following statements is NOT true?
A. The selection of equipment requires considering cost, cash flow, market stability, quality, capacity, and flexibility.
B. Selection of a particular process strategy requires decisions about equipment and technology.
C. Adding flexibility to the production process can be a major competitive advantage. Building flexibility into the production process is usually inexpensive, but difficult.
D. Selecting the best equipment requires understanding the specific industry and available processes and technology.

Answer 17

C

Question 18

Which of the following is an example of technology's impact on the wholesale/retail trade industry?
A. automatic toll booths
B. bar-coded data
C. interactive TV
D. automatic teller machines

Answer 18

B