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1. Operations Management is a ___________________ process.

2. Which of these would an operations manager not be responsible for?
Safety and maintenance
Sales and marketing
Selecting suppliers
Production Planning
3. Which of the following is a definition of quality?
Fitness for Purpose
Zero Defects
Right First Time
All of these (and more!)

4. A quality criterion which can be measured is called a ___________?

Quality variable
Quality component
Quality attribute
Quality characteristic
5. A quality criterion which can be assessed and either accepted or rejected is called a
Quality variable
Quality component
Quality attributes
Quality characteristic

6. Which of these is a quality variable for a motor car?

Comfort of the seating

Time to reach a give speed
Road holding ability
Headlights are working

7. Which of these is a quality attribute for a stay in a hotel?

Cost of the stay
Time for staff to clean the room
Comfort of the bed
Number of other guests staying in the hotel
8. The 4 costs of quality are external failure costs, internal failure costs, appraisal costs
and _________________ costs.
9. The quality management strategy which is most associated with quality standards
such as ISO9000 is _________________?
Quality Inspection
Quality Control
Quality Assurance
Total Quality Management

10. Which of the following is the correct cycle for the implementation of a Six Sigma
quality improvement programme?
Design, Monitor, Analyse, Control, Improve
Define, Measure, Analyse, Improve, Control
Design, Measure, Control, Improve, Analyse
Define, Measure, Improve, Analyse, Control

11. Which of the following would not normally be considered a general characteristic of a
Production and consumption are simultaneous
Production and consumption can always be spatially separated
Many services involve both tangible and intangible outputs
Production and sales cannot easily be separated functionally
Low contact services can often be made more efficient than high contact services

Which of the following is the least likely decision to be made by Operations

Selecting the location and layout of a facility
How much capacity is required to balance demand
How to use quality techniques to reduce waste
Designing and improving the jobs of the workforce
Deciding which market areas to manufacture products for


Which of the following would not be normally considered as a key feature

of Operations Management?
Most new technology is implemented in Operations areas
Operations researches mathematical techniques for optimising
World class Operations can give an organisation competitive
Operations is the area of a business where most people work
Operations is the part of an organisation which creates wealth through
the management of the transformation process

14. Which of the following functional areas are part of a business organization? (p. 4)
A) Accounting
B) Marketing
C) Operations
D) All of the above
E) None of the above
15. Which of the following would be considered an input when converting inputs into
outputs during the transformation process? (page 6)
A) Land
B) Capital
C) Raw Materials
D) Facilities

E) All of the above

16. Which of the following is considered an output during the transformation process?
(pg. 6)
A) Processes
B) Product and services
C) Finances
D) Equipment
E) All of the above
17. I:The operations and sales functions are line functions, and all other functions are support
II: A systems approach refers to the systems in an organization, such as its accounting system
or transportation system. p.g. 12 & 13
A) I is true, II is true
B) I is true, II is false
C) I is false, II is true
D) I is false, II is false
18. High goods percentages such as houses, automobiles, clothing, computers, and machines
best relate to what part in the operations function? (Page 6)
A) Inputs
B) Conversion Process
C) Outputs
D) Innovating
E) None of the above

19. A Six Sigma Process includes all of the following except: (Page 28)
A) Reducing costs
B) Improving quality
C) Increasing customer satisfaction
D) Reducing the number of employees
E) All of the above are included

20. At what point in the process should inspection not occur?

A. After production
B. Before production
C. During production
D. At the retailer
E. None of the above

21. The main purpose of an inspection is to

A. Increase Production
B. Improve marketability

C. Reduce costs of production

D. Compare Goods or services to a standard
E. None of the above
22. Control Limits are :
A) established by engineering design or customer requirements
B) the natural or inherent variability in a process measured in terms of the process standard
C) statistical limits that reflect that extent to which sample statistics such as means and ranges
can vary due to randomness alone.
D) Direct links between specifications and process variability
E) none of the above

23. You use a c-chart when :

A) observations can be placed into one of two categories. Examples include times that can be
classified as good or bad
B) only the number of occurrences per unit of measure can be counted, non occurrences
cannot be counted
C) the data consist of multiple sampling of n observations each
d. occurrences per unit pass or fail
E) All of the above

24. Which of the following businesses require inspections?

a. Hotels
b. Grocery stores
c. Doctor's offices
d. Fast food restaurants
e. All of the above

25. Which type of inspection involves acceptance sampling procedures?

a. Before production
b. During production
c. After production
d. a and b
e. a and c

26. Which one is NOT involved in improving process capability?

a) simplify
b) standardize
c) make mistake-proof
d) downgrade equipment
e) automate

27. Managers use statistical process control

a) To evaluate the inputs of a process.
b) To evaluate the output of a process.
c) To evaluates the quality of a process.
d) To evaluate the significance of a process.
e) To evaluate the defects of a process.
28. What is a control chart?
a) It is a random variable of a sample statistic.
b) Used to monitor central tendency
c) is used to determine if a process is performing adequately.
d) It is a time-ordered plot of a sample statistic.
e) It is a nonrandom variable of a sample statistic.
29. The c-chart and p-chart are counted of attributes generate data, so what is a p-chart used
a) Used to monitor process disruption.
b) Used to monitor the central tendency of a process.
c) Used to distinguish between random and nonrandom variability.
d) Used to monitor the proportion of defective items generated by a process.
e) Used to monitor the number of defects per unit

30. How can you improve process capability?

a) Simplify the process.
b) Standardize the process.
c) Upgrade the equipment.
d) All of the above.
e) None of the above

31. What does SPC stands for?

a. Statistical process control
b. Sampling Process Chart
c. Structured process control
d. Standard Process Control
e. None of the above

32. What is quality control?

a. Appraisal of goods or services
b. Process that evaluates output relative to a standard and takes corrective action when output
doesnt meet standards c. Statistical evaluation of the output of a process
d. A time-ordered plot of sample statistics, used to distinguished between random and
nonrandom variability
e. When a product or service conforms to specifications

33. Which of the following formulas are used when computing control limits?
a. UCL
b. LCL
c. Both a and b
d. Neither a and b
e. None of the above

34. Type II error can is associated with: p.g. 467

A) Manufacturers Risk
B) Consumers Risk
C) Quality built into the process
D) Costly Operation
E) Quality Risk
35. What type of error concludes that there is a manufactures risk?
A. Process Variability
B. Non-random Patters
C. Type I Error
D. Type II Error
E. Type III Error
36. What is Acceptance Sampling?
A. Inspection and corrective action during production
B. Inspection before/after production
C. Quality built into the process
D. Effects on cost and level of disruption
E. The quality of sampling
37. Inspection can occur at what points?
a. before production
b.during production
c.after production
d. only before and after production
e. a, b, c, changed question
38. What is a c-chart used for? (page 474)
a. is used to monitor the central tendency of a process
b. is used to monitor the proportion of defectives in a process
c. is used to monitor the number of defects per units
d. is used to monitor probability within defects per unit
e. both c and d
39. Inspection is:
A. When you write a report on logistics

B. When you compare different options

C. When you sell all of your inventory
D. When you compare a good or service to a standard
E. Both A and C

40. Which of the following functions is not a core function of an organisation?

The accounting and finance function
The operations function
The product/service development function
The marketing (including sales) function
41. What type of process would a paper mill be most likely to use?
a. Continuous flow
b. Project
c. Job shop
d. Flow shop
42. What type of control chart is used to monitor the number of defects per unit?
a. p-chart
b. R-chart
c. c-chart
d. x-bar chart
43. Operations managers are responsible for assessing consumer wants and needs and selling
and promoting the organization's goods or services.

a. True
b. False
44. Operations, marketing, and finance function independently of each other in most
a. True
b. False
45. Goods producing organizations are not involved in service activities.
a. True

b. False
46. Service involves a much higher degree of customer contact than manufacturing.
a. True
b. False
47. CAD refers to:
a. Computer Aided Drafting
b. Computer Assisted Drafting
c. Computer Aided Design
d. Computer Automated Design
48. CIM refers to:
a. Computer Integrated Machining
b. Computer Integrated Manufacturing
c. Computer Integrated Models
d. Computer Integrates Mechanisms
49. JIT refers to___________
a. Jump in time
b. Judge in time
c. Just in time
d. Job in time
50. The degree to which the manufactured product or delivered service meets the parameters
that have been incorporated in the design is referred to as __________
a. Optimization
b. Conformance
c. Quality
d. Maintainability