HCM 403- Section 2

Question 1

Define operations management (OM)

Answer 1

Operations management is the design, operation, and improvement of the processes and systems that create and deliver the organization’s products and services.

Question 2

Goal of operations management

Answer 2

is to more effectively and efficiently produce and deliver the organization’s products and services.

Question 3

Define service and state what role the customer plays in the process

Answer 3

• A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer
• Customer is the co-producer
• Services are acts, deeds, processes, and performances—they are intangible
• A consumer cannot retain the actual services after it is produced, but the effect of the services can be retained

Question 4

A service is a time perishable, intangible experience performed for a customer acting in the role of a co-producer: True or False

Answer 4

True

Question 5

A hospital room not occupied best illustrates the characteristic of services:

Answer 5

Time perishability

Question 6

From operational perspective, health services are time perishable. An opportunity to provide a service, if forgone, is lost forever. True or False

Answer 6

True

Question 7

Understand customer expectations and perceptions

Answer 7

Customer satisfaction can be defined by comparing perceptions or service received with expectations of service desired. Expectations are based on: word of mouth, personal need, and past experience

Question 8

When customer expectations are confirmed by perceptions, service quality is considered satisfactory: True or False

Answer 8

True

Question 9

What are the dimensions of service quality?

Answer 9

Reliability
Responsiveness
Assurance
Empathy
Tangibles

Question 10

Define Reliability in service quality

Answer 10

perform promised service dependably and accurately. Example: meals delivered on time and at appropriate temp

Question 11

Define Responsiveness in service quality

Answer 11

willingness to help customers promptly. Example: greet patients as then enter the reception area

Question 12

Define Assurance in service quality

Answer 12

ability to convey trust and confidence. Example: being polite and showing respect during examinations

Question 13

Define Empathy in service quality

Answer 13

ability to be approachable. Example: allow patients to ask questions

Question 14

Define Tangibles in service quality

Answer 14

physical facilities and facilitating goods. Example: cleanliness of rooms and treatment areas

Question 15

Which of the following dimensions of service quality is MOST important to customers?

Answer 15

Reliability

Question 16

Critical path method

Answer 16

• A path is a sequence of connected activities running from start to end node in network
• The critical path is the path with the longest time duration in the network.
• Project cannot be completed in less than that time of the critical path

Question 17

The _________ _______ is the path with the longest time duration in the network.

Answer 17

critical path

Question 18

Identify the bottleneck in a process

Answer 18

In a project analysis, the bottleneck is the factor that limits production usually the slowest operation; the activity in a product layout that takes the most time to perform and thus defines the maximum flow rate for the entire process.

Question 19

Understand daily work shift scheduling

Answer 19

• The general approach to work-shift scheduling is to begin with a forecast of demand by hour
• Determine the minimum number of employees required per shift
• Assign FTE schedules
• When peaks of activity are persistent and predictable, part-time help can supplement regular FTEs

Question 20

Daily work shift scheduling is used to:

Answer 20

manage capacity

Question 21

Queuing policy

Answer 21

is used to study systems to determine the best balance between service to customers (short or no waiting lines, implying many resources or servers) and economic considerations

Question 22

First come first serve (FCFS)

Answer 22

jobs are sequenced in the same order in which they arrive

Question 23

Most queuing policy is based on:

Answer 23

A first come first served expectation

Question 24

Understand the evaluation of inventory demand

Answer 24

Managing supplies/inventory would be straight forward except for the uncertainty arising from three sources: supplier delivery performance, manufacturing reliability, customer demand

Question 25

Define and discuss the Pareto principle

Answer 25

It is the 80/20 rule: 80% of defects are caused by 20% of problems and quality improvement should focus on the “vital few” to gain the most benefit