M2

Question 1

Wha term involves the use of an organization’s resources to provide something of value and are perhaps the least understood and managed aspect of a business.

Answer 1

Processes

Question 2

The pattern of decisions made in managing processes so that they will achieve their competitive priorities.

Answer 2

Process Strategy

Question 3

The documentation and detailed understanding of how work is performed and how it can be redesigned.

Answer 3

Process Analysis

Question 4

What are some examples of the Managing processes for the process strategy and analysis?

Answer 4

Quality and Performance management
Capacity Planning
Constraint Management
Lean Systems
Project Managemeny

Question 5

What are some examples of how firms can manage customer demand?

Answer 5

Forecasting demands
developing inventory plans and operating schedules

Question 6

What are some examples of how firms can manage supply chains?

Answer 6

Designing an integrated and sustainable supply chain of connected processes between firms

Question 7

What are the 4 basic process decisions?

Answer 7

Process Structure
Customer Involvement
Resource Flexibility
Capital Intensity

Question 8

The process type relative to the kinds of resources needed, how resources are partitionedbetween them, and their key characteristics. This is known as

Answer 8

Process Structure

Question 9

The physical arrangement of operations (or departments) relative to each other. This is known as a

Answer 9

Layout

Question 10

What type of process decision reflects the ways in which customers become part of the process and the extent of their participation.

Answer 10

Customer Involvement

Question 11

What type of process decision is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions.

Answer 11

Resource Flexibility

Question 12

What type of process decision is the mix of equipment and human skills in a process. The greater the cost of equipment relative to the cost of labor, the greater is the capital intensity.

Answer 12

Capital Intensity

Question 13

What is the term used to describe the extent to which the customer is present, is actively involved, and receives personal attention during the service process?

Answer 13

Customer Contact

Question 14

What are the two characteristics of the customer-contact matrix process?

Answer 14

Process Divergence
Flow

Question 15

The extent to which the process is highly customized with considerable latitude as to how its tasks are performed this is known as

Answer 15

Process Divergence

Question 16

T/F- An examples of highly divergent service processes where many steps in them change with each customer are found in consulting, law, and architecture.

Question 17

T/F- A service with low divergence, on the other hand, is repetitive and standardized. The work is performed exactly the same with all customers and tends to be less complex. Certain hotel services and telephone services are highly standardized to ensure uniformity.

Answer 17

Trueq

Question 18

The customers, materials, or information move in diverse ways, with the path of one customer or job often crisscrossing the path that the next one takes. What type of process flow is described?

Answer 18

Flexible Flow

Question 19

The customers, materials, or information move linearly from one operation to the next, according to a fixed sequence. What type of process flow is described?

Answer 19

Line Flow

Question 20

What type of process has high customer contact where the service provider interacts directly with the internal or external customer.

Answer 20

A Front-Office

Question 21

What type of process has moderate levels of customer contact and standard services with some options available.

Answer 21

Hybrid Office

Question 22

What type of process has low customer contact and little service customization?

Answer 22

Back-Office

Question 23

What 3 elements does the product-process matrix bring together?

Answer 23

Volume
Product Customization
Process Characteristics

Question 24

The way of structuring the process by organizing resources around the process or organizing them around the products is known as a

Answer 24

Process Choice

Question 25

What type of process creates the flexibility needed to produce a wide variety of products in significant quantities, with considerable divergence in the steps performed. Customization is high and volume for any one product is low.

Answer 25

Job Process

Question 26

What is the most common kind of process?

Answer 26

Batch Process

Question 27

What type of process differs from the job process with respect to volume, variety, and quantity. The primary difference is that volumes are higher because the same or similar products or parts going into them are produced repeatedly.

Answer 27

Batch Process

Question 28

What process lies between the batch and continuous processes on the continuum; volumes are high and products are standardized, which allows resources to be organized around particular products.

Answer 28

Line Process

Question 29

The extreme end of high-volume standardized production and rigid line flows, with production not starting and stopping for long time intervals. This is known as

Answer 29

Continous-Flow Process

Question 30

Which strategy involves designing new products that do not currently exist, and then manufacturing them to meet unique customer specifications?

Answer 30

Design-to-order strategy

Question 31

What strategy is used by manufacturers that make products to customer specifications in low volumes?

Answer 31

Make-to-order strategy

Question 32

A strategy for producing a wide variety of products from relatively few subassemblies and components after the customer orders are received is known as?

Answer 32

Assemble-to-order strategy

Question 33

The strategy of delaying final activities in the provision of a product until the orders are received is known as

Answer 33

Postponement

Question 34

The strategy that uses highly divergent processes to generate a wide variety of customized products at reasonably low costs is known as

Answer 34

Mass Customization

Question 35

A strategy that involves holding items in stock for immediate delivery, thereby minimizing customer delivery times is known as

Answer 35

Make-to-stock

Question 36

A term sometimes used in the popular press for a line process that uses the make-to-stock strategy is known as

Answer 36

Mass Production

Question 37

A workforce whose members are capable of doing many tasks, either at their own workstations or as they move from one workstation to another is known as

Answer 37

Flexible workforce

Question 38

A system, process, or piece of equipment that is self-acting and self-regulating is known as

Answer 38

Automation

Question 39

A manufacturing process that produces one type of part or product in a fixed sequence of simple operations is known as

Answer 39

Fixed Automation

Question 40

A manufacturing process that can be changed easily to handle various products is known as

Answer 40

Flexible Automation

Question 41

Versatile, computer-controlled machine programmed to perform various tasks is known as

Answer 41

Industrial Robot

Question 42

Economies that reflect the ability to produce multiple products more cheaply in combination than separately is known as

Answer 42

Economies of Scope

Question 43

T/F- Economies of Scope also applies to service processes

Answer 43

True

Question 44

What term can be described as the fundamental rethinking and radical redesign of processes to improve performance dramatically in terms of cost, quality, service, and speed. It is about reinvention rather than incremental improvement.

Answer 44

Process Reengineering

Question 45

What type of process is the systematic study of the activities and flows of each process to improve it. Its purpose is to “learn the numbers,” understand the process, and dig out the details

Answer 45

Process Improvement

Question 46

What is Six Sigma’s process 5 step procedure?

Answer 46

Define
Measure
Analyze
Improve
Control

Question 47

What are the 3 major techniques of Six Sigma that effectively define and measure processes?

Answer 47

Flowcharts
Work measurement techniques
Process Charts

Question 48

A diagram that traces the flow of information, customers, equipment, or materials through the various steps of a process is known as

Answer 48

Flowchart

Question 49

A visual representation that groups functional areas responsible for different subprocesses into lanes. It is most appropriate when the business process spans several department boundaries is known as

Answer 49

Swim Lane Chart

Question 50

T/F- One of the most common used forms of flowchart is the swim lane flowchart

Answer 50

True

Question 51

A special flowchart of a service process that shows which steps have high customer contact is known as a

Answer 51

Service Blueprint

Question 52

A work measurement method using a trained analyst to perform four basic steps in setting a time standard for a job or process: selecting the work elements (or nested processes) within the process to be studied, timing the elements, determining the sample size, and setting the final standard is known as

Answer 52

Time Study

Question 53

A database of standards compiled by a firm’s analysts for basic elements that they can draw on later to estimate the time required for a particular job, which is most appropriate when products or services are highly customized, job processes prevail, and process divergence is great is known as

Answer 53

Elemental Standard Data

Question 54

A database approach that divides each work element into a series of micromotions that make up the element. The analyst then consults a published database that contains the normal times for the full array of possible micromotions is known as

Answer 54

Predetermined Data Method

Question 55

the process of setting aside extra parts or raw materials to ensure there aren’t any delays or disruption in the production of finished goods in the event of a supply shortage or machinery breakdown is known as

Answer 55

Decoupling Inventory

Question 56

Back offices typically emphasize:
A) high divergence and customization.
B) high customer contact and low cost operations.
C) low cost operations and on-time delivery.
D) on-time delivery and customization

Answer 56

C) low cost operations and on-time delivery.

Question 57

the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions is known as

Answer 57

Resource Flexibility

Question 58

A job process should be preferred when:
A) customization is low and volume is high.
B) workforce and equipment are specialized.
C) customization is high and volume is low.
D) products are made to stock type.

Answer 58

C) customization is high and volume is low.

Question 59

A process selected for reengineering should be a:
A)core process.
B) back office process.
C) front-office process.
D) hybrid office

Answer 59

A)core process.

Question 60

A manufacturer that produces standard products in large volumes is likely to be using a(n):
A) make-to-order strategy.
B) make-to-stock strategy.
C) assemble-to-order strategy.
D) engineer-to-order strategy.

Answer 60

B) make-to-stock strategy.