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| Section | Objectives |
|---|---|
| Topic 1: Operations Strategy and Performance | - Order winners and order qualifiers
|
| Topic 2: Operations Processes and Systems | - Four Vs of operations
|
| Topic 3: Quality and Reliability Management | - Failure prevention and recovery
|
| Topic 4: Operations Management Concepts | - Definition and scope of operations management
|
| Topic 5: Performance Improvement in Operations | - Performance measurement and benchmarking
|
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NEW QUESTION # 33
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 8?
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 34
Which of the following is a benefit to a company of introducing TQM?
Answer: A
Explanation:
Increased customer loyalty is a benefit of TQM (p.107). This is because the focus of TQM is customer satisfaction and this in turn will lead to customer loyalty.
NEW QUESTION # 35
Doug's Doughnuts Ltd is a large manufacturer of doughnuts. They produce in excess of 100,000 doughnuts per day which are boxed and sent to supermarkets and other retail outlets for sale. Large pieces of machinery are used to make the doughnuts. Which form of maintenance would be the most appropriate to use at Doug's Doughnuts?
Answer: D
Explanation:
Preventative maintenance should be used at Doug's Doughnuts. The machines should be serviced regularly to ensure they're working well. A break-down in machinery would stop production, and because Doug's Doughnuts produce so many items per day, this would cause a serious issue for the company. Run to breakdown means you don't repair anything until the item is completely broken. Condition-based maintenance is when maintenance is scheduled when it is required, usually to a schedule. Reactive is when maintenance is conducted when something breaks. See p.103.
NEW QUESTION # 36
The operating process which ensures projects are completed according to customers' specifications is known as what?
Answer: D
Explanation:
This is quality control. The definition is taken from p.64. It comes under the section on construction, but can be applied to other industries too, particularly manufacturing.
NEW QUESTION # 37
In order to keep processing costs down, which of the following should a company opt for in terms of operating processes?
Answer: B
Explanation:
2 is the correct response. This is the only response where both characteristics given keeps costs down. High volume means a lower unit cost and higher profits. Low variety keeps costs down as you don't need to produce many different products. In the other three options high variety, high variation and high visibility all lead to increased costs. P. 50
NEW QUESTION # 38
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