Operations Management
Practice Questions
Course Introduction
Operations Management explores the principles, practices, and strategies involved in the efficient production and delivery of goods and services. This course covers key topics such as process analysis, capacity planning, supply chain management, inventory control, quality management, and project management. Students will learn how organizations design, operate, and continuously improve their operations to maximize productivity, reduce costs, and enhance customer satisfaction. Through case studies and practical exercises, participants will develop analytical and problem-solving skills essential for managing operations in various industries and adapting to a rapidly changing global business environment.
Recommended Textbook
Managing for Quality and Performance Excellence 9th Edition by James R. Evans Available Study Resources on Quizplus 14 Chapters
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Page 2
Chapter 1: Introduction to Quality
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Sample Questions
Q1) Discuss the "quality revolution" that took place in the United States after 1960s. Answer: During the 1950s and 1960s,when "made in Japan" was associated with inferior products,U.S.consumers purchased domestic goods and accepted their quality without question.During the 1970s,however,increased global competition and the availability of higher-quality foreign products led U.S.consumers,armed with increased access to information,to consider their purchasing decisions more carefully and to demand high quality and reliability in goods and services at a fair price.The decade of the 1980s was a period of remarkable change and growing awareness of quality by consumers,industry,and government.As technology advanced and products became more complex,the likelihood of a quality problem increased.Government safety regulations,product recalls,and the rapid increase in product-liability judgments changed society's attitude from "let the buyer beware" to "let the producer beware." Businesses began to recognize that quality was vital to their survival.Quality became recognized as a key to worldwide competitiveness and was heavily promoted throughout industry.Most major U.S.firms instituted extensive quality improvement campaigns,directed not only at improving internal operations,but also toward satisfying external customers.
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Chapter 2: Foundations of Quality Management
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Sample Questions
Q1) Dr.Kaoru Ishikawa,a quality philosopher,is best known for coining the phrase-total quality control.
A)True
B)False
Answer: False
Q2) Deming laid out a "quality improvement program" for companies such as Ford,GM,and Procter & Gamble,when invited to work with them to improve their quality.
A)True
B)False
Answer: False
Q3) The essence of Crosby's quality philosophy is embodied in what he calls the: A)absolutes of quality management.
B)the breakthrough sequence.
C)quality trilogy.
D)Deming chain reaction theory.
Answer: A
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Page 4
Chapter 3: Customer Focus
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Sample Questions
Q1) The net promoter score is the difference in the percentage of promoters and detractors.
A)True
B)False
Answer: True
Q2) The final task in designing a customer satisfaction survey is to:
A)design the reporting format and the data entry methods.
B)select the appropriate survey instrument.
C)define the sample frame,or target group from which the sample is chosen.
D)select the questions to be included in the survey.
Answer: A
Q3) In the context of the dimensions of quality,as suggested by David A.Garvin,reliability is the amount of use one gets from a product before it physically deteriorates.
A)True
B)False
Answer: False
Q4) List some of the competitors of Unique Online Furniture,Inc.
Answer: Unique Online Furniture,Inc faces competition from a number of competitors,including CSN Stores,eBay,and Amazon.
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Chapter 4: Workforce Focus
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Sample Questions
Q1) Rational thinking skills have been successfully taught at American Honda for many years in a _____.
A)web-based training course
B)purely instructor-led workshop version
C)virtual workshop and forum
D)self-paced,asynchronous training program
Q2) Discuss the final phase of American Honda's three-phase learning model.
Q3) Which of the following "conditions of collaboration," proposed by Kendall and Bodison,creates a congruency between what the organization stands for and the personal beliefs of the individual?
A)Respect
B)Trust
C)Communication
D)Aligned values
Q4) The process of subjectively evaluating the quality of an employee's work is known as _____.
A)employee involvement
B)empowerment
C)workforce engagement
D)performance appraisal
Page 6
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Chapter 5: Process Focus
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Sample Questions
Q1) How does K&N identify work process improvements?
Q2) The design aspect of process management focuses on continually seeking to achieve higher levels of performance,such as reduced variation,higher yields,fewer defects and errors,and smaller cycle times.
A)True
B)False
Q3) Flowcharts enable management to study and analyze processes prior to implementation.
A)True
B)False
Q4) The outputs of service processes are not as well defined as manufactured products.
A)True
B)False
Q5) What is the last step in K&N's process management framework?
A)Measuring and auditing to specifications
B)Evaluation and improvement
C)Mapping and documenting the process
D)Replicating the process to all applicable areas
Q6) Describe the various elements of a control system.
Page 7
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Chapter 6: Statistical Methods in Quality Management
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Sample Questions
Q1) A perfume bottle is designed to have a capacity of 15 ounces.There is variation in the bottle manufacturing process.Based on historical data,let's suppose that the bottle capacity can be reasonably modeled by a normal distribution with a mean of 15 ounces and a standard deviation of 0.2 ounces.What proportion of these bottles will have a capacity between 14.7 and 15.1 ounces?
A)0.3830
B)0.6247
C)0.8664
D)0.9876
Q2) In regression analysis,_____ measures the proportion of the variation in the dependent variable that is explained by the independent variable(s).
A)coefficient of correlation
B)an F statistic
C)coefficient of determination
D)regression equation
Q3) What is probability? What are its characteristics?
Q4) What is the conclusion arrived by the team of the Six Sigma project at GE Fanuc manufacturing plant?
Q5) State the steps involved in a hypothesis test.
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Chapter 7: Design for Quality and Product Excellence
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Q1) Describe concurrent engineering.
Q2) The DMADV process incorporates the principal activities of the design for six sigma.Which of the following activities included in DMADV focuses on identifying and understanding the market need or opportunity?
A)Design
B)Measure
C)Analyze
D)Define
Q3) A tolerance reserve or factor of safety in product design is needed to account for engineering uncertainty regarding the maximum variation allowable and compatibility with satisfactory product performance.
A)True
B)False
Q4) Which of the following tests is conducted by Shure Inc.to determine the ability of stylus to withstand accidental drops and side impacts?
A)Microphone drop test
B)Perspiration test
C)Cartridge drop and scrape test
D)Cable and cable assembly flex test
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Chapter 8: Measuring and Controlling Quality
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Q1) If points on a control chart are determined to be the result of special causes,the points should be eliminated and new control limits should be computed.
A)True
B)False
Q2) If the variation in the process is due to common causes alone,the process is said to be:
A)out of control.
B)in statistical control.
C)in pre-control.
D)out of capability.
Q3) Which of the following charts is used to monitor the average number of nonconformances per unit when sample sizes vary?
A)-chart
B)c-chart
C)p-chart
D)u-chart
Q4) A p-chart is used with the attribute data.
A)True
B)False
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Chapter 9: Process Improvement and Six Sigma
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Q1) Which of the following categories of quality problems is characterized by unsatisfactory performance that causes customer dissatisfaction,such as high levels of defects,service failures,or customer complaints?
A)Unstructured performance problems
B)Conformance problems
C)Product design problems
D)Efficiency problems
Q2) List the process flow of the order fulfillment process that was developed for the automotive parts distribution center.
Q3) Data sheets are special types of data collection forms in which the results are interpreted on the form directly without additional processing.
A)True
B)False
Q4) The term six sigma is based on a statistical measure that equates to 4.3 or fewer errors or defects per million opportunities.
A)True
B)False
Q5) Describe the concepts on which the core philosophy of six sigma is based.
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Chapter 10: The Baldrige Framework for Performance Excellence
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Q1) Strong Cement is a cement-manufacturing company headquartered in the U.S.As part of its organizational policy,the management establishes,plans,and implements measurement,monitoring,and improvement activities; monitors information about customer satisfaction as a performance metric; and acquires and analyzes data to determine improvement effectiveness.The management is following the guidelines of
A)Six Sigma
B)Baldrige
C)Deming
D)ISO 9000:2000
Q2) Joseph Juran viewed the Baldrige Award as a competition,which was fundamentally at odds with his teachings.
A)True
B)False
Q3) The leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: Senior leadership and communication and organizational performance.
A)True
B)False
Q4) What is the performance excellence framework used by AtlantiCare?
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Chapter 11: Strategy and Performance Excellence
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Q1) Gary Hamel and C.K.Prahalad suggested that a core competency meets three conditions.Which of the following is NOT one of them?
A)It provides focus to the organizational objectives.
B)It contributes significantly to customer benefits.
C)It provides access to many products and markets.
D)It is difficult for competitors to imitate.
Q2) What are the steps in the Branch-Smith strategic planning process?
Q3) _____ coordinate the internal work processes and the external resources necessary to develop,produce,and deliver products and services to customers and to succeed in the marketplace.
A)Work systems
B)Operations scheduling systems
C)Organizational charts
D)Personnel management systems
Q4) Which of the following is an advantage of the matrix type of organizations?
A)It is a one-size-fits-all quality organization.
B)It improves the efficiency of personnel use.
C)The division of loyalty is especially advantageous in a quality assurance area.
D)It is especially suited for small and medium firms.
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Chapter 12: Measurement and Knowledge Management for Performance Excellence
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Q1) Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?
A)Financial and internal perspective
B)Internal perspective
C)Innovation and learning perspective
D)Customer perspective
Q2) Confidentiality and security are critical in managing data,particularly with the increasing use of electronic data transfer.
A)True
B)False
Q3) Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements,defect levels,service errors,and response times?
A)Governance outcomes
B)Product outcomes
C)Market outcomes
D)Financial outcomes
Q4) Discuss the focus of the voice of the employee,voice of the business,and the voice of the customer.
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Chapter 13: Leadership for Performance Excellence
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Q1) With respect to the six competencies summarized by the human development and leadership division of the American society for quality,which of the following competencies in a leader,entails assuming responsibility for ensuring necessary resources are available and the evaluation of processes to ensure effective resource use?
A)Builder
B)Learner
C)Navigator
D)Motivator
Q2) In the context of the Weber's classification of the way leaders exercise authority,which of the following leadership styles is established by policies,rules,and laws?
A)Charismatic leadership
B)Rational-legal leadership
C)Absorptive leadership
D)Traditional leadership
Q3) What led Simonic to call off the impending layoffs at Alcoa's industrial magnesium plant?
Q4) What is the vision of the Advocate Good Samaritan hospital?
Q5) What are the various characteristics of effective strategic leadership?
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Q1) What is the structure and systems employed from a strategic and operational mindset by Veridian Homes to achieve its goal of promoting and coordinating quality throughout the company?
Q2) Which of the following is true about the stage 1 of the Baldrige roadmap to performance excellence?
A)At this stage projects succeed often enough for most of the organizations,but the overall culture does not change and system-wide performance excellence is elusive.
B)At this stage approaches of leadership,such as values deployment and culture building,begin to link and align with the operational processes of the organization.
C)At this stage organizations opt to wait for mandates and regulations,and they implement change when required to maintain compliance.
D)At this stage senior leaders begin to experience traction on their organizational transformation strategies.
Q3) How does linking strategic goals to each employee via the performance planning and development (PPD) process help the employees of Veridian Homes?
Q4) How did Six Sigma Plus originate?
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