Chapter 3

Question 1

define work breakdown structure (WBS)

Answer 1

a hierarchical description of a project into more and more detailed components

Question 2

define Gantt charts

Answer 2

planning charts used to schedule resources and allocate time

Question 3

define program evaluation and review technique (PERT)

Answer 3

a project management technique that employs three time estimates for each activity

Question 4

define critical path method (CPM)

Answer 4

a project management technique that uses only one time factor per activity

Question 5

define critical path

Answer 5

the computed longest time path(s) through a network

Question 6

define activity-on-node (AON)

Answer 6

a network diagram in which nodes designate activities

Question 7

define activity-on-arrow (AOA)

Answer 7

a network diagram in which arrows designate activities

Question 8

define critical path analysis

Answer 8

a process that helps determine a project schedule

Question 9

define forward pass

Answer 9

a process that identifies all the early times

Question 10

define backward pass

Answer 10

an activity that finds all the late start and late finish times

Question 11

define slack time

Answer 11

free time for an activity. also referred to as free float or free slack

Question 12

define optimistic time

Answer 12

the “best” activity completion time that could be obtained in a PERT network

Question 13

define pessimistic time

Answer 13

the “worst” activity time that could be expected in a PERT network

Question 14

define most likely time

Answer 14

the most probably time to complete an activity in a PERT network

Question 15

define crashing

Answer 15

shortening activity time in a network to reduce time on the critical path so total completion time is reduced

Question 16

one of the current technology trends in services is

Answer 16

the shift away from time-dependent transactions

Question 17

integration of design and production of a product through the use of a computer is known as

Answer 17

computer-aided design and manufacturing system

Question 18

programmable machines that can perform multiple functions are known as

Answer 18

industrial robots

Question 19

which of the following is used to improve organizational performance by providing the information required for effective decision making?

Answer 19

decision support system

Question 20

to properly integrate new technology into their organization, a firm should realize that

Answer 20

customer training in the use of the technology will may be necessary

Question 21

manufacturing equipment that is directly controlled by a computer is known as

Answer 21

numerically controlled machines

Question 22

time-independent communications or transactions are usually called

Answer 22

aynchronous

Question 23

an operation where machine tools are changed automatically are known as

Answer 23

a machine center

Question 24

One of the criticisms of ERP systems is that

Answer 24

ERP systems are inflexible once designed or a particular business

Question 25

Organizations that provide services as a supplement to previously purchased goods and services are best described as

Answer 25

customer support

Question 26

ERP is an outgrowth of

Answer 26

MRP

Question 27

Integration of all aspects of manufacturing through computers is known as

Answer 27

computer integrated manufacturing

Question 28

The elimination of mid-process steps or mid-channel organizations is called

Answer 28

disintermediation

Question 29

A software system that focuses on the interface between the customer and the firm is called

Answer 29

customer relationship management

Question 30

Which of the following manages a firm's technology assets by making the right data available on demand?

Answer 30

management information system

Question 31

A manufacturing facility that is automated to some extent and produces a wide variety of products is known as

Answer 31

flexible manufacturing system

Question 32

Prior to the introduction of ERP

Answer 32

each functional area had their own software and database

Question 33

Organizations that provide remote services to customers are best described as

Answer 33

Application Service Providers

Question 34

Which of the following statements about self-service operations is TRUE?

Answer 34

many firms use discounts to entice customers to use self-service channels

Question 35

Which of the following statements about EDI is TRUE?

Answer 35

EDI is very fast

Question 36

Which of the following had the fewest restrictions in terms of access?

Answer 36

internet

Question 37

Time-dependent communications or transactions are usually called:

Answer 37

synchronous

Question 38

A software system providing a common software infrastructure and database is called

Answer 38

enterprise resource planning

Question 39

In which of the following ways does technology help to improve service performance?

Answer 39

reducing the need for customers to wait in line

Question 40

The management of projects involves three phases:

Answer 40

1. planning 2. scheduling 3. controlling

Question 41

Define project organization

Answer 41

an organization formed to ensure that programs (prjects) receive the proper management and attentio

Question 42

Which of the following statements regarding Gantt charts is true?

Answer 42

Gantt charts are visual devices that show the duration of activities in a project.

Question 43

Which of the following is true about AOA and AON networks?

Answer 43

1. In AOA, arrows represent activities. 2. In AON, nodes represent activities. 3. Activities consume time and resources. 4. Nodes are also called events in AO.

Question 44

Slack time equals:

Answer 44

latest start - earliest start

Question 45

The critical path of a network is the:

Answer 45

longest-time path through the network

Question 46

PERT analysis computes the variance of the total project completion time as:

Answer 46

the sum of the variances of all activities on the critical path.

Question 47

The crash cost per period:

Answer 47

1. is the difference in costs divided by the difference in times (crash and normal) 2. is considered to be linear in the range between normal and crash 3. needs to be determined so that the smallest cost values on the critical path can be considered for time reduction first