运营管理B.docx
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运营管理B.docx
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运营管理B
运营管理
一、TRUE/FALSE(10points)
1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.(F)
2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.P30(F)
3.QFDtranslatescustomerneedsandpreferencesintooperationalgoalsforthefirm.P265(T)
4.Oneoftheprinciplesthattotalqualitymanagement(TQM)stressesisprocessreengineering.(F)
5.Capacitycanbeexpressedbyoutputorinputmeasures.(T)
6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.(T)
7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.(T)
8.Anxietymakeswaitingfeelshorter.P309(F)
9.ApplyingtheJITphilosophyleadtounnecessaryinventories.(F)
10.Inservices,animportantadditionalelementmustbeintroducedintofacilitiesmanagement:
thecustomer.(T)
PS:
B卷答案:
1,F
2,F服务管理和制造环境没有关系
3,T同A卷
4,F服务蓝图可以用在服务流程的监管中
5,T同A卷
6,T见书P268
7,T,
8,F,见书P309
9,F,同A卷
10,T,同A卷
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)P262
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?
(B)P261
A.ProjectprocessB.Lineproductionprocess
C.JobshopprocessD.Continuousprocess
PS:
B卷答案:
1,P4,选C:
thetertiary2,选B,manufactory3,选A,coapcityplanning4,选D,不属于6R的是record5,选C,STA6,选B,lineproductionprocess7,选D,shopper,本题所讲的是投入—产出关系8,选D,psychotherapist9,选A,lessthan0.7510,选B,independentdemanditem
温馨提示:
B卷的大部分题都和A卷是一样的哈!
嘿嘿,谢谢!
简答题
1.Howtounderstandtheyieldmanagement?
Whatarethecircumstancesthatyieldmanagementcanbeapplied?
(304页)
答案:
(1)Yieldmanagementhasbeendefinedas:
Theprocessofallocatingtherighttypeofcapacitytotherighttypeofcustomerattherightpricesoastomaximizerevenueoryield.
(2)Yieldmanagementisanissueinserviceorganizationsinthefollowingcircumstances:
1.whentheorganizationisoperatingwitharelativelyfixedcapacity-thatis,capacitywhichcannotbequicklychanged.
2.whenitispossibletosegmentmarkets.
3.whenthecapacityisperishable.
2.Whatarethecharacteristicsofservice?
(11页)
答案:
Thecharacteristicsofserviceare:
Intangibility、simultaneity、heterogeneity、perishability
3.Howtomanagedependentdemanditem?
WhatarethekeyelementsofMRP?
(294页)
答案:
(1)Whenmanagingadependentdemanditem,anapproachcalled‘serviceresourcesrequirementsplanning’,analogoustothemanufacturingresourcesplanning(orMRP)approachutilizedinthemanufacturingorganizations,canbesued.
(2)Thekeyelementsofthisapproacharethemasterschedule,thebillofresources,andthedatafileonavailabilityofresources.
4.Whatarethedistinctionbetweenback-officeandfront-office?
(320页)
答案:
Thebackofficeconsistsoftheactivitieswhichcanbephysicallyand/ortemporallyseparatedfromthecustomer.
Thefrontofficeconsistsoftheactivitieswhichhavetobe,orwhichanorganizationwantstobe,performedwhilethecustomerispresent.
BackofficeFrontoffice
LocationOperationsmaybeplacednearOperationsmustbenear
thesupplyofskilledorcheapthecustomer
resourcesandfacilities
ProcessdesignFocusonefficiencythroughfocusontheneedsandwants
economiesofscaleofthecustomer
Supportofasmoothserviceusethecustomerasco-producer
deliveryprocess
DesignoftheMakethefactoryappealingtoMakethefactoryappealingto
physicalsettingtheemployeesthecustomerandtheemployees
Operationsstrategylow-coststrategyDifferentiationstrategy
5.Whatarethedifferencesbetweenserviceandgoods?
(11页)
答案:
ServicesGoods
.Anactivityorprocess.Aphysicalobject
.Intangible.Tangible
.Simultaneousproductionandconsumption.Separationof
customersparticipateinproductionproductionandconsumption
.Heterogeneous.Homogeneous
.Perishable:
cannotbekeptinstock.Canbekeptinstock
6.Listandbrieflydefinefivebasicprocesstypes?
(261页)
答案:
Thefivebasicprocessareprojectprocess,jobprocess,batchprocess,lineprocess,continuousprocess.
Ahighdegreeofjobcustomization,thelargescopeofeachprojectandthereleaseofsubstantialresouresonceprojectiscompletedcharacterizeaprojectprocess.
Ajobprocesscreatestheferibilityneedtoproduceavarietyofproductsandservicesinsignificantquantitiescustomizationisrelativelyhigh,andvolumeforanyoneproductorservicesislow.
Abatchprocessdiffersfromajobprocesswithresperttovolume,varietyandquantity.Theprimarydifferenceisthatvolumesareprovidedrepeatedly.
Alineprocessliesbetweenthebatchandcontinuousprocessonthecontinum,volumesarehigh,andproductsorservicesarestandardized.
Thecontinuousprocessistheextremeendofhigh-volume,standardizedproductionwithrigidlineflows.
计算题:
1.IntheSt.Luke’shospital,thereare4liftsforvisitors.Whiletheaveragecapacityofthe4liftsissufficienttotransportthevisitorsduringtheday,visitorshavetowait3mintsontheaveragetogetinthelife.Installingafifthliftwouldreducethewaitingtimeto1mints30sec.Knowingthantheyearlydepreciationandoperationalcostsofa5thliftis30,000Euro,andthereareabout70,000visitorsayear,wouldyourecommendthehospitaltoinstallthefifthlift?
a/(△W*N)=30000/(90*70000)=0.0046875Euro/sec
Conversionintohours:
0.0046875*3600=16.875Euro/hour
Thecoreofthehospitalmedicalserviceismedicaltreatment,ifinstallthe5thliftneeds16.875Euro/hour,That’stooexpensive,thehospitalcanbuildingagardenusingthesemoney,anyway,itishelpfultopatient.
Sonotinstall
2.TheGateHotel,averypopularbusinesstraveler’sluxuryhotelinSanFrancisco,foundthatitfrequentlyturneddowntherentalofaroomthatwasbeingheldforano-showreservation.Mr.Barnes,themanager,feltthatthehotel’spolicyofoverbookingshowbeexaminable.Hewonderedhowmuchextracapacityshouldbemaintaintocoverthesecommitments.Thecostofhavingoneroomunoccupiedattheendofthedayis$10.Theexpectedcostofhavingoneroomshortis$5,ifthedistributionofcancellationisknowntobenormalwithmean300andstandarddeviation100.Whatistheoptimaloverbookinglevel?
Z
.00
……
.04
……
.0
.5000
.5160
……
.4
.6554
.6700
……
P(L>C*)=C0/(C0+Cs)=10/(10+5)=0.67
Thenz=0.44(accordingtothetable)
C*=300+100*044=344
3.Page332原题
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