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| Section | Objectives |
|---|---|
| Operations Processes and Systems | - Process design and analysis
|
| Operations Strategy and Performance | - Order winners and order qualifiers
|
| Quality and Reliability Management | - Total Quality Management (TQM)
|
| Performance Improvement in Operations | - Performance measurement and benchmarking
|
| Operations Management Concepts | - Performance objectives of operations
|
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NEW QUESTION # 57
Which of the following will increase 'order winning' objectives of a retail organisation?
Answer: C
Explanation:
4 is the correct answer. Here you're looking for the answer which will ensure a customer always picks this business over competitors. Of the four options given, loyalty is the only one that would make sense. Remember 'order winners' are the 'customers' justification for their purchase of a product or service'- this is a direct quote from P.43
NEW QUESTION # 58
Logan has recently been appointed to the position of Operations Manager within in IT firm. The CEO has charged Logan with improving the performance of the department, in particular, in ensuring that promises made to customers are kept. Logan is therefore prioritising KPIs for the team including the delivering of services on-time and customer retention.
Which of the 5 Performance Objectives of Operations Management is Logan focusing on?
Answer: A
Explanation:
This is dependability because it relates to keeping promises to customers. This is from p.37.
NEW QUESTION # 59
Spotted Elephant Ltd is a confectionary manufacturer whose operations department is headed by Brian. Brian is looking into Total Quality Management and ways of implementing this in the factory. He is considering the introduction of Total Productive Maintenance. What would this involve?
Answer: C
Explanation:
2 is the correct answer. The Total Productive Maintenance approach is about ensuring machinery is always at fulloperating power. In order to do this, the machinery will need to be serviced more frequently. See p.109
NEW QUESTION # 60
Which of the following is not a key stakeholder in the implementation of Six-Sigma?
Answer: A
Explanation:
Suppliers are not a stakeholder for Six Sigma- the other three are- this is from p.136
NEW QUESTION # 61
Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.
Which of the following will you put into box 8?
Answer: B
Explanation:
NEW QUESTION # 62
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