SCMT 364 - Final Exam Questions and
correct verified Answers
what are the seven characteristics of a well-designed service system - correct answer-✅consistent, user-
friendly, robust, easily maintained, links, evidence of value, & cost effective
service delivery is treated much like manufacturing - correct answer-✅production line approach
ritz-carlton hotel company trying to customize to customers' needs - correct answer-✅personal
attention approach
customer takes a greater role in the production of the service (salad bar & ATM machine) - correct
answer-✅self service approach
conformance to requirements - correct answer-✅definition of quality according to crosby
predictable degree of uniformity, dependability at low cost, & market alignment - correct answer-
✅definition of quality according to deming
meeting customer's needs ("fitness for use") - correct answer-✅definition of quality according to juran
four costs of quality - correct answer-✅appraisal, prevention, internal failure & external failure costs
inherent value of the product or service design specifications are met - correct answer-✅design quality
degree to which the product or service design specifications are met - correct answer-✅conformance
quality
what does dmaic stand for - correct answer-✅define, measure, analyze, improve & control
formula for upper control limit - correct answer-✅average + z(standard deviation)
maximum acceptable percentage of defectives defined by producer - correct answer-✅acceptable
quality level
percentage of defectives that defines consumer's rejection point - correct answer-✅lot tolerance
percent defective
used for when an item or service is a yes or no, good or bad - correct answer-✅p chart
used for determining overall quality/scaled - correct answer-✅x bar & r chart
great flexibility, pretty expensive, but pull right up to loading dock - correct answer-✅truck
high capacity, low cost, slow, but most efficient - correct answer-✅ship
fastest but expensive, also used for time sensitive goods - correct answer-✅plane
low cost but slow and variable - correct answer-✅train
highly specialized, highest capacity, and limited to liquids, gases, and solids in slurry form - correct
answer-✅pipeline
7 factors in facility location - correct answer-✅proximity to customers, business climate, total costs,
infrastructure, quality of labor, suppliers, & other facilities
most widely used plant location method, sums up points of importance and compares - correct answer-
✅factor-rating system
plant location method used to minimize costs of shipping units to destination - correct answer-
✅transportation method of linear programming
plant location method used for location single facilities that considers existing facilities, the distance
between them, and the volumes of goods to be shipped between them - correct answer-✅centroid
method
development and management of the supplier relationships to acquire goods and services in a way that
aids in achieving the immediate needs of the business - correct answer-✅strategic sourcing
phenomenon of variability magnification as we move from the customer to the producer in the supply
chain - correct answer-✅bullwhip effect
inventory is replaced frequently as part of an ongoing process - correct answer-✅continuous
replenishment
correct verified Answers
what are the seven characteristics of a well-designed service system - correct answer-✅consistent, user-
friendly, robust, easily maintained, links, evidence of value, & cost effective
service delivery is treated much like manufacturing - correct answer-✅production line approach
ritz-carlton hotel company trying to customize to customers' needs - correct answer-✅personal
attention approach
customer takes a greater role in the production of the service (salad bar & ATM machine) - correct
answer-✅self service approach
conformance to requirements - correct answer-✅definition of quality according to crosby
predictable degree of uniformity, dependability at low cost, & market alignment - correct answer-
✅definition of quality according to deming
meeting customer's needs ("fitness for use") - correct answer-✅definition of quality according to juran
four costs of quality - correct answer-✅appraisal, prevention, internal failure & external failure costs
inherent value of the product or service design specifications are met - correct answer-✅design quality
degree to which the product or service design specifications are met - correct answer-✅conformance
quality
what does dmaic stand for - correct answer-✅define, measure, analyze, improve & control
formula for upper control limit - correct answer-✅average + z(standard deviation)
maximum acceptable percentage of defectives defined by producer - correct answer-✅acceptable
quality level
percentage of defectives that defines consumer's rejection point - correct answer-✅lot tolerance
percent defective
used for when an item or service is a yes or no, good or bad - correct answer-✅p chart
used for determining overall quality/scaled - correct answer-✅x bar & r chart
great flexibility, pretty expensive, but pull right up to loading dock - correct answer-✅truck
high capacity, low cost, slow, but most efficient - correct answer-✅ship
fastest but expensive, also used for time sensitive goods - correct answer-✅plane
low cost but slow and variable - correct answer-✅train
highly specialized, highest capacity, and limited to liquids, gases, and solids in slurry form - correct
answer-✅pipeline
7 factors in facility location - correct answer-✅proximity to customers, business climate, total costs,
infrastructure, quality of labor, suppliers, & other facilities
most widely used plant location method, sums up points of importance and compares - correct answer-
✅factor-rating system
plant location method used to minimize costs of shipping units to destination - correct answer-
✅transportation method of linear programming
plant location method used for location single facilities that considers existing facilities, the distance
between them, and the volumes of goods to be shipped between them - correct answer-✅centroid
method
development and management of the supplier relationships to acquire goods and services in a way that
aids in achieving the immediate needs of the business - correct answer-✅strategic sourcing
phenomenon of variability magnification as we move from the customer to the producer in the supply
chain - correct answer-✅bullwhip effect
inventory is replaced frequently as part of an ongoing process - correct answer-✅continuous
replenishment
