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| Section | Objectives |
|---|---|
| Operations Processes and Systems | - Four Vs of operations
|
| Performance Improvement in Operations | - Performance measurement and benchmarking
|
| Operations Strategy and Performance | - Operations strategy development
|
| Operations Management Concepts | - Performance objectives of operations
|
| Quality and Reliability Management | - Failure prevention and recovery
|
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NEW QUESTION # 96
Which of the following is not an example of Statistical Process Control?
Answer: B
Explanation:
A flowchart isn't considered a Statistical Process Control because it doesn't involve statistics- this is from p.124. If you're thinking that the others might not include statistic... That was my thoughts when I first read this chapter- but remember to just go with what the study guide says.
NEW QUESTION # 97
The methodology for defining customer requirements and creating products that meet those needs is commonly known as which of the following?
Answer: A
Explanation:
This is Quality Function Deployment. It's a framework for ensuring that products are designed in line with what customers want/ need. P.112
NEW QUESTION # 98
Khaled has recently been hired as an Operations Manager at a company providing consultancy services. This is his first role in the service industry, previously he has worked at companies providing goods. He understands that services are intangible and therefore there is a difference in how Operations may be managed. Which of the following sentences about services are true? Select THREE
Answer: A,B,C
Explanation:
The correct sentences are 2, 3 and 5. This is from the table comparing services and goods on p.47. Note that you can ask for a refund if you're unhappy with a service, but you can't physically return the service you've received. Option 1 is incorrect- there is no transfer of ownership with services (there is with goods). Option 4 is incorrect as every service is different- there is a high level of variability in delivery.
NEW QUESTION # 99
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 3?
Answer: C
Explanation:
The correct answers are as follows:
NEW QUESTION # 100
Building redundancy into operational procedures increases what for an organisation? Select TWO
Answer: A,B
Explanation:
the correct answers are costs and reliability. 'Building in redundancy' means having a backup for if something goes wrong. An example is in a hospital where there is a main electricity server, but if this breaks, there is a backup generator which can power the building. In IT, you may have a back-up hard-drive for if you lose your data. Having a backup will incur additional costs, but it also improves reliability. P.101
NEW QUESTION # 101
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