运营管理 考试题库krajewskiom9tif03.docx

1、运营管理 考试题库krajewskiom9tif03Chapter3Process StrategyTRUE/FALSE1. Process decisions are strategic in nature.Answer: TrueReference: IntroductionDifficulty: ModerateKeywords: process strategy 2. No process can exist without at least one product or service.Answer: True Reference: Process Strategy Across T

2、he OrganizationDifficulty: EasyKeywords: process, product, service3. Process structure is the mix of equipment and human skills in a process.Answer: False Reference: Process Strategy DecisionsDifficulty: ModerateKeywords: process, process structure, equipment, human skills4. Resource flexibility det

3、ermines whether resources are organized around products or processes.Answer: False Reference: Process Strategy DecisionsDifficulty: ModerateKeywords: resource flexibility, products, processes5. Customer involvement reflects the ways in which customers become part of the process and the extent of the

4、ir participation.Answer: True Reference: Process Strategy DecisionsDifficulty: ModerateKeywords: customer contact, customer participation, customer involvement6. Capital intensity is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functio

5、ns.Answer: False Reference: Process Strategy DecisionsDifficulty: ModerateKeywords: capital intensity, equipment7. The degree of customization is one factor that impacts the selection of a manufacturers process structure. Answer: True Reference: Process Strategy DecisionsDifficulty: EasyKeywords: pr

6、ocess selection, customization8. Service providers with a line process tend to move customers, materials, or information in a fixed sequence from one operation to the next.Answer: True Reference: Process Structure in ServicesDifficulty: ModerateKeywords: line process, service provider, standard proc

7、ess 9. People-processing services involve tangible actions provided for the person rather than to the person, and do not require physical presence.Answer: FalseReference: Process Structure in ServicesDifficulty: ModerateKeywords: people processing, physical presence10. A moment of truth or service e

8、ncounter is face-to-face interaction between the customer and a service provider.Answer: True Reference: Process Structure in ServicesDifficulty: ModerateKeywords: moment of truth, face-to-face interaction, customer, service provider11. Physical presence does not occur in a manufacturing service pro

9、cess.Answer: FalseReference: Process Structure in ServicesDifficulty: ModerateKeywords: physical presence, process structure in manufacturing 12. Services that process possessions or information are more likely to be found in a front office instead of a back office.Answer: FalseReference: Process St

10、ructure in ServicesDifficulty: ModerateKeywords: service process structuring, dimensions of customer contact 13. Active contact in services means that the customer is very much part of the creation of the service.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: active co

11、ntact, service14. Divergence is the extent to which the process is customized with considerable latitude on how the tasks are preformed.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: divergence, customization15. A front office structure features high levels of customer

12、 contact where the service provider interacts directly with the internal or external customer.Answer: TrueReference: Process Structure in ServicesDifficulty: EasyKeywords: front office process structure, customer contact, service provider interaction16. Back office work is typically routine, with ma

13、ny steps having considerable divergence.Answer: FalseReference: Process Structure in ServicesDifficulty: EasyKeywords: back office process structure, divergence17. Beginning points for manufacturing process structure decisions are the volume level, amount of customization, and competitive priorities

14、.Answer: TrueReference: Process Structure in ManufacturingDifficulty: EasyKeywords: manufacturing process structure, volume, customization, competitive priorities18. A continuous flow process is characterized by a high degree of job customization.Answer: False Reference: Process Structure in Manufac

15、turingDifficulty: ModerateKeywords: continuous flow process, customization19. A job process has a relatively high level of customization.Answer: True Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, customization20. A job process has the highest level of custom

16、ization of the process choices.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, customization21. Job processes typically use a line flow through the operations.Answer: False Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords:

17、job process, line flow, flexible flow22. Job processes generally have higher volumes than batch processes.Answer: False Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords: job process, batch process, volume23. In a line process, there is little variability in the products manu

18、factured, and production and material handling equipment are often specialized. Answer: True Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords: line process, product variability, specialized equipment24. Petroleum refineries typically use continuous flow processes.Answer: Tru

19、e Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords: continuous flow process25. Continuous flow processes have a high level of customization.Answer: False Reference: Process Structure in ManufacturingDifficulty: EasyKeywords: continuous flow process, customization26. The prod

20、uct-process matrix brings together the elements of volume, process, and quality.Answer: FalseReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: product-process matrix, manufacturing volume, process, quality27. A make-to-stock strategy involves holding items in stock for immed

21、iate delivery and is feasible for standardized products with high volumes and reasonably accurate forecasts.Answer: True Reference: Process Structure in ManufacturingDifficulty: EasyKeywords: make-to-stock strategy, standardized products, volume, product forecasts 28. Mass production is a production

22、 strategy that uses batch processes in a make-to-stock strategy.Answer: False Reference: Process Structure in ManufacturingDifficulty: ModerateKeywords: mass production, batch process, make-to-stock strategy29. Assemble-to-order strategy produces a wide variety of products from relatively few assemb

23、lies and components after orders are received.Answer: TrueReference: Process Structure in ManufacturingDifficulty: ModerateKeywords: assemble-to-order strategy30. A layout is the physical arrangement of human and capital resources used by processes clustered together into operations.Answer: TrueRefe

24、rence: LayoutDifficulty: EasyKeywords: layout, operation31. A block plan allocates space and indicates the placement of each department within the framework of a new or existing facility.Answer: TrueReference: LayoutDifficulty: EasyKeywords: block plan32. A block plan is a table that gives a measure

25、 of the relative importance of each pair of centers being located close together.Answer: FalseReference: LayoutDifficulty: EasyKeywords: block plan, closeness matrix, relative importance33. A closeness matrix can reflect the qualitative judgments of managers and employees, or can be the number of tr

26、ips between each pair of departments.Answer: TrueReference: LayoutDifficulty: ModerateKeywords: closeness matrix, judgment34. Euclidean distance is the distance between two points with a series of 90-degree turns, as along city blocks.Answer: FalseReference: LayoutDifficulty: ModerateKeywords: Eucli

27、dean distance, rectilinear distance35. Euclidean distance calculations are usually more realistic than rectilinear distance calculations when determining the walking distance between operations in a building.Answer: FalseReference: LayoutDifficulty: ModerateKeywords: Euclidean distance, rectilinear

28、distance36. A detailed layout showing exact size and shape of each department or work center cannot be designed until after a satisfactory block plan has been developed. Answer: TrueReference: LayoutDifficulty: ModerateKeywords: detailed layout, block plan37. High customer involvement increases serv

29、ice provider productivity and makes quality measurement easier.Answer: FalseReference: Customer InvolvementDifficulty: ModerateKeywords: customer involvement, productivity, quality38. High task divergence requires less flexibility of the processs resources.Answer: FalseReference: Resource Flexibilit

30、yDifficulty: EasyKeywords: resource flexibility, divergence39. A flexible workforce usually requires greater skills and training, which comes at a cost. However, total benefits can exceed these costs.Answer: TrueReference: Resource FlexibilityDifficulty: EasyKeywords: resource flexibility, training

31、cost, workforce skill level40. Resource flexibility helps to absorb feast-or-famine workloads in individual operations that are caused by low volume production, divergent tasks, and fluid scheduling.Answer: TrueReference: Resource FlexibilityDifficulty: EasyKeywords: resource flexibility, workload41. Capital intensive automation is appropriate for high and low volume operations.Answer: FalseReference: Capital IntensityDifficulty: ModerateKeywords: automation, capital intensity42. Fixed automation is appropriate for line and continuous flow operations.Ans