运营管理A.docx
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运营管理A.docx
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运营管理A
一、TRUE/FALSE(10points)
1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.(F)
2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.(F)
3.QFDtranslatescustomerneedsandpreferencesintooperationalgoalsforthefirm.(T)
4.Oneoftheprinciplesthattotalqualitymanagement(TQM)stressesisprocessreengineering.(F)
5.Capacitycanbeexpressedbyoutputorinputmeasures.(T)
6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.(T)
7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.(T)
8.Anxietymakeswaitingfeelshorter.(F)
9.ApplyingtheJITphilosophyleadtounnecessaryinventories.(F)
10.Inservices,animportantadditionalelementmustbeintroducedintofacilitiesmanagement:
thecustomer.(T)
二、SINGLECHOICE(20points)
1.Whichofthefollowingistheresponsibilityofoperations?
(A)
A.DevelopnewproductsandservicesB.Transforminputsintonewproductsandservices
C.TransportinputsandoutputsD.Interpretfinancialinformation
2.(C)isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.
A.ISO9000B.Controlcharts
C.ServiceTransactionAnalysis(STA)D.Qualityfunctiondeployment(QFD)
3.Managementconsultancybelongstothe(C)
A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess
4.Serviceshavefourcharacteristics.(B)meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.
A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability
5.InMaister’sframework:
(D)combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.
A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist
6.Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?
(A)
A.Lessthanorequalto0.75
B.Greaterthan0.75butlessthanorequalto0.80
C.Greaterthan0.80butlessthanorequalto0.85
D.Greaterthan0.85
7.Inasupermarket,thedemandforsugarisnot(directly)dependentonthedemandforanyotheritem.Thisdemanditemis(B).
A.DependentdemanditemB.Independentdemanditem
C.Pseudo-dependentdemanditemD.Pseudo-independentdemanditem
8.McKennaRestaurantwishestoopenanewstore.Basedonthefollowingsubjectivecriteria,whereshouldthenewstorebelocated?
(C)
A.AB.BC.CD.D
9.Serviceblueprintingisananalyticaltoolforprocessdesignandmapping.Onthechart,front-andback-officeactivitiesareseparatedinthisapproachby(A),indicatingwherethecustomerintervenesintheservicedeliveryprocess.
A.Alineofvisibility;B.Potentialfailpoints;
C.Decisionpoints;D.Standardexecutiontimes
10.Asforcarassembly,whichprocesstypeisfitfor?
(B)
A.ProjectprocessB.Lineproductionprocess
C.JobshopprocessD.Continuousprocess
三、SHORTANSWERS(40points)
1.Howtounderstandtheyieldmanagement?
.Whatarethecircumstancesthatyieldmanagementcanbeappied?
(10points)
Yieldmanagementistheprocessofallocatingtherighttypeofcapacitytotherightkindofcustomerattherightpricesoastomaximizerevenue(oryield)(P304)
2.Whatarethecharacteristicsofservice?
(10points)(P11)
3.HowtoManagedependentdemanditems?
WhatarethekeyelementsofMRP(10point)
1Themasterschedule:
theknoworforecastdemandforso-calledandproducts
2Billofresources(productstructure)aprojectionoftheamountandtimingofresourcesthatwillthecensuredbythistypeofpatientduringhisorherstayinhospital
3Thedatefileonavailabilityofresources
4.whatarethedistinctionbetweenback-officeandfront-office?
(10point)(P321)
四、PROBLEMS(choose3from4)(30point)
1.considerthefollowingprojectinformation.(10points)
activity
Activitytime(wk)
Immediatepredecessor(s)
A
4
——
B
3
——
C
5
——
D
3
A,B
E
6
B
F
4
D,C
G
8
E,C
H
12
F,G
a.Drawthenetworkdiagramforthisproject.
b.Specifythecriticalpath,andtheprojectcompletiontime.
c.CalculatethetotalslackforactivitiesAandD.
d.WhathappenstotheslackforDifAtakesfiveweeks.(建议放弃的那一个题)?
2.IntheSt.Luke’shospitalthereare4liftsforvisitors.Whiletheaveragecapacityofthe4liftsissufficienttotransportthevisitorsduringtheday,visitorshavetowait3minutesontheaveragetogetinthelift.Installingafifthliftwouldreducethewaitingtimeto1minute30seconds.Knowingthattheyearlydepreciationandoprationalcoatsofa5thliftis30,000Euroandknowingthatthereareabout70,000visitorsayear,wouldyourecommendthehospitaltoinstallthefifthlift?
(10points)(P290)
3.thedemandatthatlocationisnormallydistributedwithanaverageof300roomspernightandastandarddeviationof100.
(1)Ifonaparticulardaythehotelhastoturnawayacustomerbecauseitisfullybooked,
itlosesthegrossmarginontheroomof10euro(Csistherefore10euro).
(2)ifthehotelhasoneroomunoccupiedonaparticularday,ithasacostwhichisequaltothedepreciationofthecapitalinvestedintheroomperdayandthecostoftheupkeepingofthatroom(cleaning,heating,etc.).
Thiscostisestimatedtobe5euro(Cointhiscaseistherefore5euro).
Howmuchistheoptimalcapacity?
(10points)(290)
z
.00
……
.04
……
.0
.5000
.5160
……
.4
.6554
.6700
……
4.Imaginethatyouarethemanagerofapopularchainofclothingstores.Youarethinkingofopeninganewstorenearauniversitycampus,whichyouconsidertobeyourprimemarket.Therearealreadytwosimilarstoresinthevicinity(BandD)andyouhaveachoiceoftwopossiblesites(AandC).(Figher1)
thesizeofthefacilityA,B,C,DareSA=800squarefootage,SB=1000squarefootage,SC=300squarefootage,SD=1500squarefootage;
thetraveltime(ordistance)fromtheuniversitycampus(O)toA,B,C,Dare:
TOA=2h,TOB=3h,TOC=1h,TOD=4h;
theeffectoftraveltimeordistanceontheshoppinglikelihoodforvarioustypesoffacilities:
bA=bB=bC=2;bD=1.
Ifweassumethattheuniversityhas10000students,eachspendinganaverageof$400ayearonclothes,Whichonewouldyouchoose?
(10points)(P332)
Figher1LocationmodelaccordingtoHuff
一、TRUE/FALSE(10points)
1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.(F)
2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.P30(F)
4.Oneoftheprinciplesthattotalqualitymanagement(TQM)stressesisprocessreengineering.(F)
6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.(T)
7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.(T)
8.Anxietymakeswaitingfeelshorter.P309(F)
PS:
B卷答案:
1,F2,F服务管理和制造环境没有关系4,F服务蓝图可以用在服务流程的监管中6,T见书P2687,T,8,F,见书P309
二、SINGLECHOICE(20points)
1.Whichofthefollowingistheresponsibilityofoperations?
(B)
A.DevelopnewproductsandservicesB.Transforminputsintonewproductsandservices
C.TransportinputsandoutputsD.Interpretfinancialinformation
2.(C)isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.P269
A.ISO9000B.Controlcharts
C.ServiceTransactionAnalysis(STA)D.Qualityfunctiondeployment(QFD)
3.Managementconsultancybelongstothe(C)
A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess
4.Serviceshavefourcharacteristics.(B)meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.P14
A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability
5.InMaister’sframework:
(D)combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.P20
A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist
6.Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?
(A)
A.Lessthanorequalto0.75
B.Greaterthan0.75butlessthanorequalto0.80
C.Greaterthan0.80butlessthanorequalto0.85
D.Greaterthan0.85
7.Inasupermarket,thedemandforsugarisnot(directly)dependentonthedemandforanyotheritem.Thisdemanditemis(B).P293
A.DependentdemanditemB.Independentdemanditem
C.Pseudo-dependentdemanditemD.Pseudo-independentdemanditem
8.McKennaRestaurantwishestoopenanewstore.Basedonthefollowingsubjectivecriteria,whereshouldthenewstorebelocated?
(C)
A.AB.BC.CD.D
9.Serviceblueprintingisananalyticaltoolforprocessdesignandmapping.Onthechart,front-andback-officeactivitiesareseparatedinthisapproachby(A),indicatingwherethecustomerintervenesintheservicedeliveryprocess.P265
A.Alineofvisibility;B.Potentialfailpoints;
C.Decisionpoints;D.Standardexecutiontimes
10.Asforcarassembly,whichprocesstypeisfitfor?
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