Operations Management Test Questions
Course Introduction
Operations Management explores the strategies and techniques organizations use to transform resources into goods and services efficiently. This course covers key concepts such as process analysis, capacity planning, supply chain management, quality control, and inventory management. Students will learn how to analyze and optimize business processes, manage production workflows, and implement quality improvement initiatives. Emphasizing both manufacturing and service contexts, the course equips learners with practical tools and decision-making frameworks to enhance operational performance and align operations with broader business objectives.
Recommended Textbook
Managing for Quality and Performance Excellence 9th Edition by James R. Evans
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14 Chapters
1153 Verified Questions
1153 Flashcards
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Page 2
Chapter 1: Introduction to Quality
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Describe the steps taken by Huawei's senior management to become the "Toyota of the telecom industry."
Answer: Huawei's senior management recently declared the company's desire to be the "Toyota of the telecom industry." To achieve this,Huawei has studied Western telecom manufacturing in great detail and has invested heavily in the latest tools and technology.It is constantly looking for better tools and techniques that will make it a world leader,moving away from its current emphasis on low-cost production.
Q2) During the 1940s and 1950s,after the world war II,the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success.
A)True
B)False
Answer: False
Q3) It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want,and the prices they are willing to pay for those products.
A)True
B)False
Answer: True
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Chapter 2: Foundations of Quality Management
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Sample Questions
Q1) Dr.Ishikawa is best known for developing a popular quality improvement tool called
A)u-chart
B)process capability index
C)histogram
D)cause-and-effect diagram
Answer: D
Q2) Which of the following was one of Crosby's basic elements of improvement?
A)Agility
B)Variation
C)Implementation
D)Suboptimization
Answer: C
Q3) A.V.Feigenbaum,a quality philosopher,promoted the use of quality costs as a measurement and evaluation tool.
A)True
B)False
Answer: True
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Chapter 3: Customer Focus
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?
Answer: Customer contact requirements are measurable performance levels or expectations that define the quality of customer contact with an organization.These expectations might include technical requirements such as response time or behavioral requirements.
Customer-contact employees are particularly important in creating customer satisfaction as they often are the only means by which a customer interacts with an organization.Hence it is important for businesses to carefully select customer contact employees,train them well,and empower them to meet and exceed customer expectations.
Q2) According to Juran,the customers who fall under the category of "vital few" typically need only standardized attention as a group.
A)True
B)False
Answer: False
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Chapter 4: Workforce Focus
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Sample Questions
Q1) In the adjourning stage of a team's life cycle,the team members cooperate with each other to solve problems and complete the goals of their assigned work.
A)True
B)False
Q2) The term "workforce engagement" refers to:
A)the ability of an organization to accomplish its work processes through the knowledge,skills,abilities,and competencies of its workforce.
B)the extent of workforce commitment,both emotional and intellectual,to accomplishing the work,mission,and vision of the organization.
C)the art of creating conditions that allow the workforce to complete their work at their own peak level of efficiency.
D)the ability of an organization to ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers.
Q3) How did the HR team at Hewitt Associates retain proficient CS representatives?
Q4) Define workforce management.What are the activities included under workforce management? What are the objectives of an effective workforce management system?
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Chapter 5: Process Focus
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Sample Questions
Q1) Value-creation services that take the form of "projects":
A)are typically completed by individuals rather than by groups.
B)do not add value directly to the product or service.
C)tend to deliver unique products that are tailored to the specific needs of an individual customer.
D)are generally completed by a single department and they do not cut across organizational boundaries.
Q2) Control is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance.
A)True
B)False
Q3) How has the problem-solving process helped K&N?
Q4) The impact of other process on a particular process must be considered while designing the process,as processes rarely operate in isolation.
A)True
B)False
Q5) Why do organizations focus on improving the agility and flexibility of their processes?
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Chapter 6: Statistical Methods in Quality Management
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Sample Questions
Q1) Correlation is a measure of a linear or a non-linear relationship between two variables.
A)True
B)False
Q2) Statistical methods help managers make sense of data and gain insight about the:
A)ability of using statistics and quality tools in daily work.
B)nature of variation in all processes.
C)nature of variation in the processes they manage.
D)technology used for data analysis and visualization.
Q3) What was the objective of the Black Belt Project #P52320 investigated by a team at the GE Fanuc manufacturing plant?
Q4) Two events are independent if they have no outcomes in common.
A)True
B)False
Q5) State the steps involved in a hypothesis test.
Q6) Which of the following constitutes an approach to reducing sampling error?
A)Providing statistical training to workers at all organizational levels
B)Using user-friendly software for data analysis and visualization
C)Taking a larger sample from the population
D)Planning the sampling study carefully
Page 8
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Chapter 7: Design for Quality and Product Excellence
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80 Flashcards
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Sample Questions
Q1) Which of the following activities involved in the DMADV process involves prototype development,testing,and implementation planning for production?
A)Define
B)Measure
C)Design
D)Verify
Q2) Describe concurrent engineering.
Q3) Which of the following customer requirements was given high importance in the House of Quality which was created by the result of the managed care organizations' QFD study?
A)Accuracy
B)Conciseness
C)Timeliness
D)Clarity
Q4) Describe the microphone drop test procedure used by Shure Inc.
Q5) The final House of Quality relates:
A)process operations to component requirements.
B)customer requirements to technical requirements.
C)technical requirements to component requirements.
D)process operations to quality control plans.
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Chapter 8: Measuring and Controlling Quality
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104 Verified Questions
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Sample Questions
Q1) Construct a flow chart that illustrates the decision process for selecting the appropriate control chart(s) for monitoring a given process.
Q2) A histogram of data that resembles the normal distribution indicates that the process is in control.
A)True
B)False
Q3) Variable data are _____.
A)discrete
B)not measurable
C)nonrandom
D)continuous
Q4) Define pre-control and explain under what conditions pre-control can be used.
Q5) What did the statistical consultants recommend to the managers of the pharmaceutical company,after the maintenance technician explained the reason for the increased length of the syringes? Was it implemented? What was the final result?
Q6) Discuss the different devices that the quality assurance inspectors at Kroger use to help conduct the quality control process.
Q7) What is a Kroger Quality Score?
10
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Chapter 9: Process Improvement and Six Sigma
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Sample Questions
Q1) What is the Six Sigma quality level when the process standard deviation is 1 and the tolerance range is 10 ?
A)5
B)3
C)9
D)11
Q2) According to Kepner and Tregoe,a problem is a deviation between what should be happening and what actually is happening that is important enough to make someone think the deviation ought to be corrected.
A)True
B)False
Q3) What are the 10 important considerations for data collection suggested by the Juran institute?
Q4) The vertical axis on a run chart is the time scale.
A)True B)False
Q5) Projects are the vehicles that are used to organize and to implement Six Sigma. A)True B)False
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Chapter 10: The Baldrige Framework for Performance Excellence
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Sample Questions
Q1) Six Sigma initiatives fulfill in part many of the elements of ISO 9000:2000.
A)True
B)False
Q2) The Leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: Senior Leadership and _____.
A)Support of Key Communities
B)Governance and Societal Responsibilities
C)Vision,Values,and Mission
D)Communication and Organizational Performance
Q3) In the context of the criteria for performance excellence,the aim of strategy development is to:
A)ensure that strategies are successfully deployed for goal achievement.
B)guide the organization's process management toward the achievement of key organizational results and strategic objectives.
C)foster high performance,to address core competencies,and to help accomplish action plans and ensure organizational sustainability.
D)strengthen overall performance,competitiveness,and future success.
Q4) What is the performance excellence framework used by AtlantiCare?
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Q5) Describe how a Six Sigma project may lead to increase in customer satisfaction.
Chapter 11: Strategy and Performance Excellence
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Sample Questions
Q1) What is Branch-Smith Printing Division's vision statement?
A)The objective of the Branch-Smith Printing Division is to provide expert solutions for publishers.
B)Branch-Smith Printing will seek to continuously improve results for all stakeholders through the application of its Innovating Excellence Process.
C)Our single focus will continue to be helping customers all over the world succeed in their businesses.
D)Market leading business results through an expert team providing turnkey solutions to customer partners.
Q2) Strategic challenges frequently are driven by an organization's future competitive position relative to other providers of similar products or services.
A)True
B)False
Q3) The major drawback of the matrix-type organization is that it:
A)can be used only for project work.
B)requires split loyalty.
C)decreases the efficiency of personnel use.
D)decreases the coordination in a project work.
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13
Chapter 12: Measurement and Knowledge Management for Performance Excellence
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Sample Questions
Q1) Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.
Q2) The quality of information can be improved by capturing data multiple times and as away from the origin of the data as possible
A)True
B)False
Q3) Discuss CI tools.
Q4) An effective knowledge management system should include a common framework for managing knowledge and some way of validating and synthesizing new knowledge as it is acquired.
A)True
B)False
Q5) The American Productivity and Quality Center (APQC) noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.
A)True
B)False
Q6) List the purposes of a performance measurement system.
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Q7) List the four perspectives of Kaplan and Nortan's balanced scorecard.
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Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) Passive management by exception is defined in terms of looking for mistakes and enforcing rules to avoid mistakes.
A)True
B)False
Q2) What were the apparent causes of the problems faced at the magnesium plant of Alcoa?
Q3) According to the situational leadership theory,the choice of leadership style applied by the leader must be driven by personal preference.
A)True
B)False
Q4) Which of the following personal leadership competencies refers to sticking to a task or purpose,no matter how hard or troublesome,which is vital for overcoming obstacles and motivating subordinates?
A)Perseverance
B)Accountability
C)Well-being
D)Creativity
Q5) What were the first steps taken up by the Good Samaritan to take the organization from good to great?
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Sample Questions
Q1) With respect to the six stages of a quality life cycle,in which of the following stages is an existing quality initiative refocused and given new resources?
A)Decline
B)Stagnation
C)Energizing
D)Adoption
Q2) Sustainability requires continual learning.
A)True
B)False
Q3) As the firm grows,the process of creating and disseminating the desired culture tends to become increasingly easy because the entrepreneur is no longer involved in the day-to-day activities of the organization.
A)True
B)False
Q4) How does linking strategic goals to each employee via the performance planning and development (PPD) process help the employees of Veridian Homes?
Q5) List the performance improvements that resulted from Veridian's quality initiatives.
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