运营管理 考试题库krajewskiom9tif03.docx

运营管理 考试题库krajewskiom9tif03.docx

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运营管理考试题库krajewskiom9tif03

Chapter

3

ProcessStrategy

TRUE/FALSE

1.Processdecisionsarestrategicinnature.

Answer:

True

Reference:

Introduction

Difficulty:

Moderate

Keywords:

processstrategy

2.Noprocesscanexistwithoutatleastoneproductorservice.

Answer:

True

Reference:

ProcessStrategyAcrossTheOrganization

Difficulty:

Easy

Keywords:

process,product,service

3.Processstructureisthemixofequipmentandhumanskillsinaprocess.

Answer:

False

Reference:

ProcessStrategyDecisions

Difficulty:

Moderate

Keywords:

process,processstructure,equipment,humanskills

4.Resourceflexibilitydetermineswhetherresourcesareorganizedaroundproductsorprocesses.

Answer:

False

Reference:

ProcessStrategyDecisions

Difficulty:

Moderate

Keywords:

resourceflexibility,products,processes

5.Customerinvolvementreflectsthewaysinwhichcustomersbecomepartoftheprocessandtheextentoftheirparticipation.

Answer:

True

Reference:

ProcessStrategyDecisions

Difficulty:

Moderate

Keywords:

customercontact,customerparticipation,customerinvolvement

6.Capitalintensityistheeasewithwhichemployeesandequipmentcanhandleawidevarietyofproducts,outputlevels,duties,andfunctions.

Answer:

False

Reference:

ProcessStrategyDecisions

Difficulty:

Moderate

Keywords:

capitalintensity,equipment

7.

Thedegreeofcustomizationisonefactorthatimpactstheselectionofamanufacturer’sprocessstructure.

Answer:

True

Reference:

ProcessStrategyDecisions

Difficulty:

Easy

Keywords:

processselection,customization

8.Serviceproviderswithalineprocesstendtomovecustomers,materials,orinformationinafixedsequencefromoneoperationtothenext.

Answer:

True

Reference:

ProcessStructureinServices

Difficulty:

Moderate

Keywords:

lineprocess,serviceprovider,standardprocess

9.People-processingservicesinvolvetangibleactionsprovidedforthepersonratherthantotheperson,anddonotrequirephysicalpresence.

Answer:

False

Reference:

ProcessStructureinServices

Difficulty:

Moderate

Keywords:

peopleprocessing,physicalpresence

10.Amomentoftruthorserviceencounterisface-to-faceinteractionbetweenthecustomerandaserviceprovider.

Answer:

True

Reference:

ProcessStructureinServices

Difficulty:

Moderate

Keywords:

momentoftruth,face-to-faceinteraction,customer,serviceprovider

11.Physicalpresencedoesnotoccurinamanufacturingserviceprocess.

Answer:

False

Reference:

ProcessStructureinServices

Difficulty:

Moderate

Keywords:

physicalpresence,processstructureinmanufacturing

12.Servicesthatprocesspossessionsorinformationaremorelikelytobefoundinafrontofficeinsteadofabackoffice.

Answer:

False

Reference:

ProcessStructureinServices

Difficulty:

Moderate

Keywords:

serviceprocessstructuring,dimensionsofcustomercontact

13.Activecontactinservicesmeansthatthecustomerisverymuchpartofthecreationoftheservice.

Answer:

True

Reference:

ProcessStructureinServices

Difficulty:

Easy

Keywords:

activecontact,service

14.

Divergenceistheextenttowhichtheprocessiscustomizedwithconsiderablelatitudeonhowthetasksarepreformed.

Answer:

True

Reference:

ProcessStructureinServices

Difficulty:

Easy

Keywords:

divergence,customization

15.Afrontofficestructurefeatureshighlevelsofcustomercontactwheretheserviceproviderinteractsdirectlywiththeinternalorexternalcustomer.

Answer:

True

Reference:

ProcessStructureinServices

Difficulty:

Easy

Keywords:

frontofficeprocessstructure,customercontact,serviceproviderinteraction

16.Backofficeworkistypicallyroutine,withmanystepshavingconsiderabledivergence.

Answer:

False

Reference:

ProcessStructureinServices

Difficulty:

Easy

Keywords:

backofficeprocessstructure,divergence

17.Beginningpointsformanufacturingprocessstructuredecisionsarethevolumelevel,amountofcustomization,andcompetitivepriorities.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Easy

Keywords:

manufacturingprocessstructure,volume,customization,competitivepriorities

18.Acontinuousflowprocessischaracterizedbyahighdegreeofjobcustomization.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

continuousflowprocess,customization

19.Ajobprocesshasarelativelyhighlevelofcustomization.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

jobprocess,customization

20.Ajobprocesshasthehighestlevelofcustomizationoftheprocesschoices.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

jobprocess,customization

21.

Jobprocessestypicallyusealineflowthroughtheoperations.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

jobprocess,lineflow,flexibleflow

22.Jobprocessesgenerallyhavehighervolumesthanbatchprocesses.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

jobprocess,batchprocess,volume

23.Inalineprocess,thereislittlevariabilityintheproductsmanufactured,andproductionandmaterialhandlingequipmentareoftenspecialized.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

lineprocess,productvariability,specializedequipment

24.Petroleumrefineriestypicallyusecontinuousflowprocesses.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

continuousflowprocess

25.Continuousflowprocesseshaveahighlevelofcustomization.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Easy

Keywords:

continuousflowprocess,customization

26.Theproduct-processmatrixbringstogethertheelementsofvolume,process,andquality.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

product-processmatrix,manufacturingvolume,process,quality

27.Amake-to-stockstrategyinvolvesholdingitemsinstockforimmediatedeliveryandisfeasibleforstandardizedproductswithhighvolumesandreasonablyaccurateforecasts.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Easy

Keywords:

make-to-stockstrategy,standardizedproducts,volume,productforecasts

28.Massproductionisaproductionstrategythatusesbatchprocessesinamake-to-stockstrategy.

Answer:

False

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

massproduction,batchprocess,make-to-stockstrategy

29.Assemble-to-orderstrategyproducesawidevarietyofproductsfromrelativelyfewassembliesandcomponentsafterordersarereceived.

Answer:

True

Reference:

ProcessStructureinManufacturing

Difficulty:

Moderate

Keywords:

assemble-to-orderstrategy

30.Alayoutisthephysicalarrangementofhumanandcapitalresourcesusedbyprocessesclusteredtogetherintooperations.

Answer:

True

Reference:

Layout

Difficulty:

Easy

Keywords:

layout,operation

31.Ablockplanallocatesspaceandindicatestheplacementofeachdepartmentwithintheframeworkofaneworexistingfacility.

Answer:

True

Reference:

Layout

Difficulty:

Easy

Keywords:

blockplan

32.Ablockplanisatablethatgivesameasureoftherelativeimportanceofeachpairofcentersbeinglocatedclosetogether.

Answer:

False

Reference:

Layout

Difficulty:

Easy

Keywords:

blockplan,closenessmatrix,relativeimportance

33.Aclosenessmatrixcanreflectthequalitativejudgmentsofmanagersandemployees,orcanbethenumberoftripsbetweeneachpairofdepartments.

Answer:

True

Reference:

Layout

Difficulty:

Moderate

Keywords:

closenessmatrix,judgment

34.Euclideandistanceisthedistancebetweentwopointswithaseriesof90-degreeturns,asalongcityblocks.

Answer:

False

Reference:

Layout

Difficulty:

Moderate

Keywords:

Euclideandistance,rectilineardistance

35.Euclideandistancecalculationsareusuallymorerealisticthanrectilineardistancecalculationswhendeterminingthewalkingdistancebetweenoperationsinabuilding.

Answer:

False

Reference:

Layout

Difficulty:

Moderate

Keywords:

Euclideandistance,rectilineardistance

36.

Adetailedlayoutshowingexactsizeandshapeofeachdepartmentorworkcentercannotbedesigneduntilafterasatisfactoryblockplanhasbeendeveloped.

Answer:

True

Reference:

Layout

Difficulty:

Moderate

Keywords:

detailedlayout,blockplan

37.Highcustomerinvolvementincreasesserviceproviderproductivityandmakesqualitymeasurementeasier.

Answer:

False

Reference:

CustomerInvolvement

Difficulty:

Moderate

Keywords:

customerinvolvement,productivity,quality

38.Hightaskdivergencerequireslessflexibilityoftheprocess’sresources.

Answer:

False

Reference:

ResourceFlexibility

Difficulty:

Easy

Keywords:

resourceflexibility,divergence

39.Aflexibleworkforceusuallyrequiresgreaterskillsandtraining,whichcomesatacost.However,totalbenefitscanexceedthesecosts.

Answer:

True

Reference:

ResourceFlexibility

Difficulty:

Easy

Keywords:

resourceflexibility,trainingcost,workforceskilllevel

40.Resourceflexibilityhelpstoabsorbfeast-or-famineworkloadsinindividualoperationsthatarecausedbylowvolumeproduction,divergenttasks,andfluidscheduling.

Answer:

True

Reference:

ResourceFlexibility

Difficulty:

Easy

Keywords:

resourceflexibility,workload

41.Capitalintensiveautomationisappropriateforhighandlowvolumeoperations.

Answer:

False

Reference:

CapitalIntensity

Difficulty:

Moderate

Keywords:

automation,capitalintensity

42.Fixedautomationisappropriateforlineandcontinuousflowoperations.

Ans