COB 300 Operations Exam #1 question
and answer A+ rated
6 common alternatives for service encounters - CORRECT ANSWER mail contact,
internet, phone contact, face-to-face tight specs, face-to-face loose specs and face-to-
face total customization
Agility - CORRECT ANSWER the ability of an organization to respond quickly to
demands or opportunities
Arrival variability example - CORRECT ANSWER the time when customers come into
a restaurant may be inconsistent with average demand so they could over or understaff
at times
assemble to order - CORRECT ANSWER A production environment where pre-
assembled components, subassemblies, and modules are put together in response to a
specific customer order.
assembly line - CORRECT ANSWER a setup in which an item produced through a
fixed sequence of work stations designed to achieve a specific production rate
Blocking - CORRECT ANSWER the activities in the stage must stop because there is
no place to deposit the item just completed
Bottleneck - CORRECT ANSWER a resource that limits the capacity or maximum
output of the process
Buffer - CORRECT ANSWER a storage area between stages where the output of a
stage is placed prior to being used in a downstream stage
capability variability example - CORRECT ANSWER patient being unable to explain
his or her symptoms to a doctor
Classic accommodation example - CORRECT ANSWER extra employees or
employee skills to accommodate for variations among customers
Competiveness - CORRECT ANSWER how effectively an organization meets the
wants and needs of customers relative to the others that offer similar goods or services
conformance quality - CORRECT ANSWER degree to which the product or service
design specifications are met
continuous process - CORRECT ANSWER a process that converts raw materials into
finished product in one contiguous process
, contract manufacturer - CORRECT ANSWER an organization that performs
manufacturing and/or purchasing needed to produce a product or device not for itself,
but as a service to another firm
core competencies - CORRECT ANSWER the special attributes or abilities that give
an organization a competitive edge
craft production - CORRECT ANSWER system in which highly skilled workers use
simple, flexible tools to produce small quantities of customized goods
Creation of the service - CORRECT ANSWER the work process involved in providing
the service itself
customer contact - CORRECT ANSWER the physical presence of the customer in the
system
Customer order decoupling point - CORRECT ANSWER where inventory is positioned
in the supply chain
cycle time - CORRECT ANSWER the average time between completions of
successive units in a process
days of supply - CORRECT ANSWER the number of days of inventory of an item
Design Quality - CORRECT ANSWER inherent value of the product in the marketplace
Difference for facility location between high and low contact systems - CORRECT
ANSWER High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
Differences for capacity planning between high and low contact systems - CORRECT
ANSWER Same for both. To avoid lost sales capacity must be set to match peak
demand
Differences for facility layout between high and low contact systems - CORRECT
ANSWER High: should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Differences for process design between high and low contact systems - CORRECT
ANSWER High: stages have a direct, immediate effect on the customer
Low: customer is not involved in most steps
Differences for product design between high and low contact systems - CORRECT
ANSWER High: environment and physical product define the nature of the service
and answer A+ rated
6 common alternatives for service encounters - CORRECT ANSWER mail contact,
internet, phone contact, face-to-face tight specs, face-to-face loose specs and face-to-
face total customization
Agility - CORRECT ANSWER the ability of an organization to respond quickly to
demands or opportunities
Arrival variability example - CORRECT ANSWER the time when customers come into
a restaurant may be inconsistent with average demand so they could over or understaff
at times
assemble to order - CORRECT ANSWER A production environment where pre-
assembled components, subassemblies, and modules are put together in response to a
specific customer order.
assembly line - CORRECT ANSWER a setup in which an item produced through a
fixed sequence of work stations designed to achieve a specific production rate
Blocking - CORRECT ANSWER the activities in the stage must stop because there is
no place to deposit the item just completed
Bottleneck - CORRECT ANSWER a resource that limits the capacity or maximum
output of the process
Buffer - CORRECT ANSWER a storage area between stages where the output of a
stage is placed prior to being used in a downstream stage
capability variability example - CORRECT ANSWER patient being unable to explain
his or her symptoms to a doctor
Classic accommodation example - CORRECT ANSWER extra employees or
employee skills to accommodate for variations among customers
Competiveness - CORRECT ANSWER how effectively an organization meets the
wants and needs of customers relative to the others that offer similar goods or services
conformance quality - CORRECT ANSWER degree to which the product or service
design specifications are met
continuous process - CORRECT ANSWER a process that converts raw materials into
finished product in one contiguous process
, contract manufacturer - CORRECT ANSWER an organization that performs
manufacturing and/or purchasing needed to produce a product or device not for itself,
but as a service to another firm
core competencies - CORRECT ANSWER the special attributes or abilities that give
an organization a competitive edge
craft production - CORRECT ANSWER system in which highly skilled workers use
simple, flexible tools to produce small quantities of customized goods
Creation of the service - CORRECT ANSWER the work process involved in providing
the service itself
customer contact - CORRECT ANSWER the physical presence of the customer in the
system
Customer order decoupling point - CORRECT ANSWER where inventory is positioned
in the supply chain
cycle time - CORRECT ANSWER the average time between completions of
successive units in a process
days of supply - CORRECT ANSWER the number of days of inventory of an item
Design Quality - CORRECT ANSWER inherent value of the product in the marketplace
Difference for facility location between high and low contact systems - CORRECT
ANSWER High: operations must be near the customer
Low: operations may be placed near supply, transport or labor
Differences for capacity planning between high and low contact systems - CORRECT
ANSWER Same for both. To avoid lost sales capacity must be set to match peak
demand
Differences for facility layout between high and low contact systems - CORRECT
ANSWER High: should accommodate customer's physical and psychological needs
Low: should focus on production efficiency
Differences for process design between high and low contact systems - CORRECT
ANSWER High: stages have a direct, immediate effect on the customer
Low: customer is not involved in most steps
Differences for product design between high and low contact systems - CORRECT
ANSWER High: environment and physical product define the nature of the service
