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| Section | Objectives |
|---|---|
| Topic 1: Operations Strategy and Performance | - Order winners and order qualifiers
|
| Topic 2: Operations Processes and Systems | - Process design and analysis
|
| Topic 3: Performance Improvement in Operations | - Performance measurement and benchmarking
|
| Topic 4: Operations Management Concepts | - Performance objectives of operations
|
| Topic 5: Quality and Reliability Management | - Failure prevention and recovery
|
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NEW QUESTION # 70
Operations Management is concerned with the management of resources in the production of tangible goods. Is this TRUE?
Answer: D
Explanation:
you can't touch or hold), also requires operations management. P.2
NEW QUESTION # 71
The functional objectives of each business department must be set prior to the organisation setting the corporate objectives. Is this True?
Answer: D
Explanation:
Firstly the statement is false- so you can discount options 1 and 2. It is false because corporate objectives are set first- these are then used to create functional objectives for each of the business departments. This is from p.34 of the study guide. [Later in the chapter it does go on to talk about top-down and bottom-up formation of strategy, which may be confusing. It is possible to build a strategy from the bottom up (i.e. from department level to corporate level) but strategy and objectives are not the same thing. Objectives are always set top-down].
NEW QUESTION # 72
Little Joy Ltd is a large company with several functional departments. Below are details of four departments. For each, you must decide which functional area of the business the department is, as well as the SERVQUAL Gap that each Department Lead is concerned with.
Department 1: This department is concerned with the creation of products. The products are created in line with BS EN 716-1 and undergo vigorous tests before they leave the factory. Many customers are unaware of the additional costs of testing to BS EN 716-1 and complain about the price of this product line.
Department 2: Other departments of the business are internal customers of this functional area and approach the Department Lead when they require something to be bought. Often the internal customers have unrealistic expectations of the timescales involved in the process and the Department Lead spends a lot of time explaining lead times and logistics.
Department 3: This functional area creates the budgets for the company and emails these to the Department Leads at the beginning of every quarter. Due to the complexity of the documents, other functional areas of the business often don't understand the information provided.
Department 4: This area of the business is concerned with revenue, which has recently slumped. The Department Lead is conducting market surveys to find out the reason for this.
Complete the table below by listing the Functional Area of the business, and the corresponding SERVQUAL Gap. Each response should only be used once: procurement, finance, sales, production, satisfaction gap, delivery gap, standards gap, communication gap.
Little Joy Ltd is a large company with several functional departments. Below are details of four departments. For each, you must decide which functional area of the business the department is, as well as the SERVQUAL Gap that each Department Lead is concerned with.
Department 1: This department is concerned with the creation of products. The products are created in line with BS EN 716-1 and undergo vigorous tests before they leave the factory. Many customers are unaware of the additional costs of testing to BS EN 716-1 and complain about the price of this product line.
Department 2: Other departments of the business are internal customers of this functional area and approach the Department Lead when they require something to be bought. Often the internal customers have unrealistic expectations of the timescales involved in the process and the Department Lead spends a lot of time explaining lead times and logistics.
Department 3: This functional area creates the budgets for the company and emails these to the Department Leads at the beginning of every quarter. Due to the complexity of the documents, other functional areas of the business often don't understand the information provided.
Department 4: This area of the business is concerned with revenue, which has recently slumped. The Department Lead is conducting market surveys to find out the reason for this.
Complete the table below by listing the Functional Area of the business, and the corresponding SERVQUAL Gap. Each response should only be used once: procurement, finance, sales, production, satisfaction gap, delivery gap, standards gap, communication gap.
Which of the following will you put into box 4?
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 73
When quality is used as a foundation to build improvements in other areas such as dependability, what is this theory known as?
Answer: D
Explanation:
This is the Sand Cone Theory from p.84. The other options are not real. The Sand Cone theory is about building a strong base, and then building something up one bit at a time, i.e. once you've got quality you then add in dependability, then you add in cost etc.
NEW QUESTION # 74
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 # 75
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