COB 300 OPERATIONS FINAL EXAM
QUESTIONS WITH COMPLETE
SOLUTIONS
Explain make to order processes - Answer-Activated in response to an actual order
Finished goods inventory is kept to a minimum
Suitable for lower or variable demand items
3 ways to reduce throughput time - Answer-Change sequence of activities
Perform activities in parallel
Reduce interruptions
Explain Littles Law - Answer-There is a long term relationship between inventory,
throughput, and flow time
What processing structure is used to produce gasoline, chemical, and drugs? - Answer-
Continuous process
What would be the best process structure for assembling a space shuttle? - Answer-
Project layout
Explain Job Shop process structure, give an example - Answer-Produces low
standardized products (printing shop)
Explain Batch processing, give an example - Answer-produces multiple products at
lower volume (fast food)
Explain Assembly Lines, give an example - Answer-Produces fewer major products with
high volume, specialized equipment (Auto assembly)
Explain face-to-face tight specs vs. loose specs - Answer-Loose specs is where the
process is generally understood, but there are some options in how it will be performed
Tight specs is where there is little variation in the process, neither customer or server
have much control
Explain face-to-face total customization - Answer-Specifications must be developed
through some interaction between the customer and server
What are Poka-yokes? - Answer-Procedure to prevent mistakes/defects from happening
Explain Personal Attention approach to service, give an example - Answer-On site
service is delivered (made famous by Nordstrom, Ritz Carlton)
, Explain Self-Service approach to service, give an example - Answer-Customer handles
the whole process (ATM's, RedBox)
Explain the Production Line approach to service, give an example - Answer-The
delivery of the service is treated much like manufacturing (McDonalds)
Explain Classic Accommodation vs. Low Cost Accommodation - Answer-Classic- make
sure plenty of employees are on hand
Low Cost- Hire lower cost labor, automate tasks, outsource, create self-service options
Explain Classic Reduction vs. Uncompromised Reduction - Answer-Classic- require
reservations, limit service availability
Uncompromised- create complementary demand to smooth arrivals so customers don't
have to change their behavior
Explain the 4 costs of quality - Answer-Prevention costs- reducing the potential for
defects
Appraisal costs- evaluating products
Internal costs- producing defects
External costs- occur after delivery
Explain ISO 9000, ISO 14000, and ISO 24700 - Answer-9000- quality standards for
international products
14000- quality for environmental performance
24700- quality for office supplies w/ reused components
What are 3 principles of Total Quality Management? - Answer-Customer focus
Continuous improvement
Total Involvement
What is the goal of six sigma? - Answer-to reduce process variation to where only 3.4
defects per million are produced
What is the highest level of quality in the Kano Model? Give an example - Answer-first
level: qualities that must be there (credit card scanner at retail store)
Explain Centralized vs. On-site inspection - Answer-Centralized- specialized tests to be
completed in a lab, more favorable testing environment
On-site- avoids extraneous factors, gives quicker decisions
Explain the two types of data, give examples - Answer-Variable- continuous data
(length/width)
Attribute- data that can be counted (# of defective items)
QUESTIONS WITH COMPLETE
SOLUTIONS
Explain make to order processes - Answer-Activated in response to an actual order
Finished goods inventory is kept to a minimum
Suitable for lower or variable demand items
3 ways to reduce throughput time - Answer-Change sequence of activities
Perform activities in parallel
Reduce interruptions
Explain Littles Law - Answer-There is a long term relationship between inventory,
throughput, and flow time
What processing structure is used to produce gasoline, chemical, and drugs? - Answer-
Continuous process
What would be the best process structure for assembling a space shuttle? - Answer-
Project layout
Explain Job Shop process structure, give an example - Answer-Produces low
standardized products (printing shop)
Explain Batch processing, give an example - Answer-produces multiple products at
lower volume (fast food)
Explain Assembly Lines, give an example - Answer-Produces fewer major products with
high volume, specialized equipment (Auto assembly)
Explain face-to-face tight specs vs. loose specs - Answer-Loose specs is where the
process is generally understood, but there are some options in how it will be performed
Tight specs is where there is little variation in the process, neither customer or server
have much control
Explain face-to-face total customization - Answer-Specifications must be developed
through some interaction between the customer and server
What are Poka-yokes? - Answer-Procedure to prevent mistakes/defects from happening
Explain Personal Attention approach to service, give an example - Answer-On site
service is delivered (made famous by Nordstrom, Ritz Carlton)
, Explain Self-Service approach to service, give an example - Answer-Customer handles
the whole process (ATM's, RedBox)
Explain the Production Line approach to service, give an example - Answer-The
delivery of the service is treated much like manufacturing (McDonalds)
Explain Classic Accommodation vs. Low Cost Accommodation - Answer-Classic- make
sure plenty of employees are on hand
Low Cost- Hire lower cost labor, automate tasks, outsource, create self-service options
Explain Classic Reduction vs. Uncompromised Reduction - Answer-Classic- require
reservations, limit service availability
Uncompromised- create complementary demand to smooth arrivals so customers don't
have to change their behavior
Explain the 4 costs of quality - Answer-Prevention costs- reducing the potential for
defects
Appraisal costs- evaluating products
Internal costs- producing defects
External costs- occur after delivery
Explain ISO 9000, ISO 14000, and ISO 24700 - Answer-9000- quality standards for
international products
14000- quality for environmental performance
24700- quality for office supplies w/ reused components
What are 3 principles of Total Quality Management? - Answer-Customer focus
Continuous improvement
Total Involvement
What is the goal of six sigma? - Answer-to reduce process variation to where only 3.4
defects per million are produced
What is the highest level of quality in the Kano Model? Give an example - Answer-first
level: qualities that must be there (credit card scanner at retail store)
Explain Centralized vs. On-site inspection - Answer-Centralized- specialized tests to be
completed in a lab, more favorable testing environment
On-site- avoids extraneous factors, gives quicker decisions
Explain the two types of data, give examples - Answer-Variable- continuous data
(length/width)
Attribute- data that can be counted (# of defective items)
