运营管理A.doc
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一、TRUE/FALSE（10points）
1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.（F）
2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.（F）
3.QFDtranslatescustomerneedsandpreferencesintooperationalgoalsforthefirm.（T）
4.Oneoftheprinciplesthattotalqualitymanagement（TQM）stressesisprocessreengineering.（F）
5.Capacitycanbeexpressedbyoutputorinputmeasures.（T）
6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.（T）
7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.（T）
8.Anxietymakeswaitingfeelshorter.（F）
9.ApplyingtheJITphilosophyleadtounnecessaryinventories.（F）
10.Inservices,animportantadditionalelementmustbeintroducedintofacilitiesmanagement:
thecustomer.（T）
二、SINGLECHOICE（20points）
1.Whichofthefollowingistheresponsibilityofoperations?
（A）
A. Developnewproductsandservices B. Transforminputsintonewproductsandservices
C. Transportinputsandoutputs D. Interpretfinancialinformation
2．（C）isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.
A.ISO9000B.Controlcharts
C.ServiceTransactionAnalysis（STA）D.Qualityfunctiondeployment（QFD）
3．Managementconsultancybelongstothe（C）
A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess
4．Serviceshavefourcharacteristics.（B）meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.
A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability
5．InMaister’sframework:
（D）combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.
A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist
6．Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?
（A）
A. Lessthanorequalto0.75
B. Greaterthan0.75butlessthanorequalto0.80
C. Greaterthan0.80butlessthanorequalto0.85
D. Greaterthan0.85
7．Inasupermarket,thedemandforsugarisnot（directly）dependentonthedemandforanyotheritem.Thisdemanditemis（B）.
A.DependentdemanditemB.Independentdemanditem
C.Pseudo-dependentdemanditemD.Pseudo-independentdemanditem
8．McKennaRestaurantwishestoopenanewstore.Basedonthefollowingsubjectivecriteria,whereshouldthenewstorebelocated?
（C）
A. A B. B C. C D. D
9．Serviceblueprintingisananalyticaltoolforprocessdesignandmapping.Onthechart,front-andback-officeactivitiesareseparatedinthisapproachby（A）,indicatingwherethecustomerintervenesintheservicedeliveryprocess.
A.Alineofvisibility;B.Potentialfailpoints;
C.Decisionpoints;D.Standardexecutiontimes
10．Asforcarassembly,whichprocesstypeisfitfor?
（B）
A.ProjectprocessB.Lineproductionprocess
C.JobshopprocessD.Continuousprocess
三、SHORTANSWERS（40points）
1.Howtounderstandtheyieldmanagement?
.Whatarethecircumstancesthatyieldmanagementcanbeappied?
（10points）
Yieldmanagementistheprocessofallocatingtherighttypeofcapacitytotherightkindofcustomerattherightpricesoastomaximizerevenue（oryield） （P304）
2.Whatarethecharacteristicsofservice?
（10points）（P11）
3.HowtoManagedependentdemanditems?
WhatarethekeyelementsofMRP（10point）
①Themasterschedule：
theknoworforecastdemandforso-calledandproducts
②Billofresources（productstructure）aprojectionoftheamountandtimingofresourcesthatwillthecensuredbythistypeofpatientduringhisorherstayinhospital
③Thedatefileonavailabilityofresources
4.whatarethedistinctionbetweenback-officeandfront-office?
（10point）（P321）
四、PROBLEMS（choose3from4）（30point）
1.considerthefollowingprojectinformation.（10points）
activity
Activitytime（wk）
Immediatepredecessor（s）
A
4
——
B
3
——
C
5
——
D
3
A,B
E
6
B
F
4
D,C
G
8
E,C
H
12
F,G
a.Drawthenetworkdiagramforthisproject.
b.Specifythecriticalpath，andtheprojectcompletiontime.
c.CalculatethetotalslackforactivitiesAandD.
d.WhathappenstotheslackforDifAtakesfiveweeks.（建议放弃的那一个题）?
2.IntheSt.Luke’shospitalthereare4liftsforvisitors.Whiletheaveragecapacityofthe4liftsissufficienttotransportthevisitorsduringtheday,visitorshavetowait3minutesontheaveragetogetinthelift.Installingafifthliftwouldreducethewaitingtimeto1minute30seconds.Knowingthattheyearlydepreciationandoprationalcoatsofa5thliftis30,000Euroandknowingthatthereareabout70,000visitorsayear,wouldyourecommendthehospitaltoinstallthefifthlift?
（10points）（P290）
3.thedemandatthatlocationisnormallydistributedwithanaverageof300roomspernightandastandarddeviationof100.
（1）Ifonaparticulardaythehotelhastoturnawayacustomerbecauseitisfullybooked,
itlosesthegrossmarginontheroomof10euro（Csistherefore10euro）.
（2）ifthehotelhasoneroomunoccupiedonaparticularday,ithasacostwhichisequaltothedepreciationofthecapitalinvestedintheroomperdayandthecostoftheupkeepingofthatroom（cleaning,heating,etc.）.
Thiscostisestimatedtobe5euro（Cointhiscaseistherefore5euro）.
Howmuchistheoptimalcapacity?
（10points）（290）
z
.00
……
.04
……
.0
.5000
.5160
……
.4
.6554
.6700
……
4.Imaginethatyouarethemanagerofapopularchainofclothingstores.Youarethinkingofopeninganewstorenearauniversitycampus,whichyouconsidertobeyourprimemarket.Therearealreadytwosimilarstoresinthevicinity（BandD）andyouhaveachoiceoftwopossiblesites（AandC）.（Figher1）
thesizeofthefacilityA,B,C,DareSA=800squarefootage,SB=1000squarefootage,SC=300squarefootage,SD=1500squarefootage;
thetraveltime（ordistance）fromtheuniversitycampus（O）toA,B,C,Dare:
TOA=2h,TOB=3h,TOC=1h,TOD=4h;
theeffectoftraveltimeordistanceontheshoppinglikelihoodforvarioustypesoffacilities:
bA=bB=bC=2;bD=1.
Ifweassumethattheuniversityhas10000students,eachspendinganaverageof$400ayearonclothes,Whichonewouldyouchoose?
（10points）（P332）
Figher1LocationmodelaccordingtoHuff
一、TRUE/FALSE（10points）
1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.（F）
2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.P30（F）
4.Oneoftheprinciplesthattotalqualitymanagement（TQM）stressesisprocessreengineering.（F）
6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.（T）
7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.（T）
8.Anxietymakeswaitingfeelshorter.P309（F）
PS：
B卷答案：
1，F2，F服务管理和制造环境没有关系4，F服务蓝图可以用在服务流程的监管中6，T见书P2687，T,8，F，见书P309
二、SINGLECHOICE（20points）
1.Whichofthefollowingistheresponsibilityofoperations?
（B）
A. Developnewproductsandservices B. Transforminputsintonewproductsandservices
C. Transportinputsandoutputs D. Interpretfinancialinformation
2．（C）isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.P269
A.ISO9000B.Controlcharts
C.ServiceTransactionAnalysis（STA）D.Qualityfunctiondeployment（QFD）
3．Managementconsultancybelongstothe（C）
A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess
4．Serviceshavefourcharacteristics.（B）meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.P14
A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability
5．InMaister’sframework:
（D）combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.P20
A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist
6．Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?
（A）
A. Lessthanorequalto0.75
B. Greaterthan0.75butlessthanorequalto0.80
C. Greaterthan0.80butlessthanorequalto0.85
D. Greaterthan0.85
7．Inasupermarket,thedemandforsugarisn
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