运营管理 考试题库krajewskiom9tif03.docx
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运营管理 考试题库krajewskiom9tif03.docx
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运营管理考试题库krajewskiom9tif03
Chapter
3
ProcessStrategy
TRUE/FALSE
1.Processdecisionsarestrategicinnature.
Answer:
True
Reference:
Introduction
Difficulty:
Moderate
Keywords:
processstrategy
2.Noprocesscanexistwithoutatleastoneproductorservice.
Answer:
True
Reference:
ProcessStrategyAcrossTheOrganization
Difficulty:
Easy
Keywords:
process,product,service
3.Processstructureisthemixofequipmentandhumanskillsinaprocess.
Answer:
False
Reference:
ProcessStrategyDecisions
Difficulty:
Moderate
Keywords:
process,processstructure,equipment,humanskills
4.Resourceflexibilitydetermineswhetherresourcesareorganizedaroundproductsorprocesses.
Answer:
False
Reference:
ProcessStrategyDecisions
Difficulty:
Moderate
Keywords:
resourceflexibility,products,processes
5.Customerinvolvementreflectsthewaysinwhichcustomersbecomepartoftheprocessandtheextentoftheirparticipation.
Answer:
True
Reference:
ProcessStrategyDecisions
Difficulty:
Moderate
Keywords:
customercontact,customerparticipation,customerinvolvement
6.Capitalintensityistheeasewithwhichemployeesandequipmentcanhandleawidevarietyofproducts,outputlevels,duties,andfunctions.
Answer:
False
Reference:
ProcessStrategyDecisions
Difficulty:
Moderate
Keywords:
capitalintensity,equipment
7.
Thedegreeofcustomizationisonefactorthatimpactstheselectionofamanufacturer’sprocessstructure.
Answer:
True
Reference:
ProcessStrategyDecisions
Difficulty:
Easy
Keywords:
processselection,customization
8.Serviceproviderswithalineprocesstendtomovecustomers,materials,orinformationinafixedsequencefromoneoperationtothenext.
Answer:
True
Reference:
ProcessStructureinServices
Difficulty:
Moderate
Keywords:
lineprocess,serviceprovider,standardprocess
9.People-processingservicesinvolvetangibleactionsprovidedforthepersonratherthantotheperson,anddonotrequirephysicalpresence.
Answer:
False
Reference:
ProcessStructureinServices
Difficulty:
Moderate
Keywords:
peopleprocessing,physicalpresence
10.Amomentoftruthorserviceencounterisface-to-faceinteractionbetweenthecustomerandaserviceprovider.
Answer:
True
Reference:
ProcessStructureinServices
Difficulty:
Moderate
Keywords:
momentoftruth,face-to-faceinteraction,customer,serviceprovider
11.Physicalpresencedoesnotoccurinamanufacturingserviceprocess.
Answer:
False
Reference:
ProcessStructureinServices
Difficulty:
Moderate
Keywords:
physicalpresence,processstructureinmanufacturing
12.Servicesthatprocesspossessionsorinformationaremorelikelytobefoundinafrontofficeinsteadofabackoffice.
Answer:
False
Reference:
ProcessStructureinServices
Difficulty:
Moderate
Keywords:
serviceprocessstructuring,dimensionsofcustomercontact
13.Activecontactinservicesmeansthatthecustomerisverymuchpartofthecreationoftheservice.
Answer:
True
Reference:
ProcessStructureinServices
Difficulty:
Easy
Keywords:
activecontact,service
14.
Divergenceistheextenttowhichtheprocessiscustomizedwithconsiderablelatitudeonhowthetasksarepreformed.
Answer:
True
Reference:
ProcessStructureinServices
Difficulty:
Easy
Keywords:
divergence,customization
15.Afrontofficestructurefeatureshighlevelsofcustomercontactwheretheserviceproviderinteractsdirectlywiththeinternalorexternalcustomer.
Answer:
True
Reference:
ProcessStructureinServices
Difficulty:
Easy
Keywords:
frontofficeprocessstructure,customercontact,serviceproviderinteraction
16.Backofficeworkistypicallyroutine,withmanystepshavingconsiderabledivergence.
Answer:
False
Reference:
ProcessStructureinServices
Difficulty:
Easy
Keywords:
backofficeprocessstructure,divergence
17.Beginningpointsformanufacturingprocessstructuredecisionsarethevolumelevel,amountofcustomization,andcompetitivepriorities.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Easy
Keywords:
manufacturingprocessstructure,volume,customization,competitivepriorities
18.Acontinuousflowprocessischaracterizedbyahighdegreeofjobcustomization.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
continuousflowprocess,customization
19.Ajobprocesshasarelativelyhighlevelofcustomization.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
jobprocess,customization
20.Ajobprocesshasthehighestlevelofcustomizationoftheprocesschoices.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
jobprocess,customization
21.
Jobprocessestypicallyusealineflowthroughtheoperations.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
jobprocess,lineflow,flexibleflow
22.Jobprocessesgenerallyhavehighervolumesthanbatchprocesses.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
jobprocess,batchprocess,volume
23.Inalineprocess,thereislittlevariabilityintheproductsmanufactured,andproductionandmaterialhandlingequipmentareoftenspecialized.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
lineprocess,productvariability,specializedequipment
24.Petroleumrefineriestypicallyusecontinuousflowprocesses.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
continuousflowprocess
25.Continuousflowprocesseshaveahighlevelofcustomization.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Easy
Keywords:
continuousflowprocess,customization
26.Theproduct-processmatrixbringstogethertheelementsofvolume,process,andquality.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
product-processmatrix,manufacturingvolume,process,quality
27.Amake-to-stockstrategyinvolvesholdingitemsinstockforimmediatedeliveryandisfeasibleforstandardizedproductswithhighvolumesandreasonablyaccurateforecasts.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Easy
Keywords:
make-to-stockstrategy,standardizedproducts,volume,productforecasts
28.Massproductionisaproductionstrategythatusesbatchprocessesinamake-to-stockstrategy.
Answer:
False
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
massproduction,batchprocess,make-to-stockstrategy
29.Assemble-to-orderstrategyproducesawidevarietyofproductsfromrelativelyfewassembliesandcomponentsafterordersarereceived.
Answer:
True
Reference:
ProcessStructureinManufacturing
Difficulty:
Moderate
Keywords:
assemble-to-orderstrategy
30.Alayoutisthephysicalarrangementofhumanandcapitalresourcesusedbyprocessesclusteredtogetherintooperations.
Answer:
True
Reference:
Layout
Difficulty:
Easy
Keywords:
layout,operation
31.Ablockplanallocatesspaceandindicatestheplacementofeachdepartmentwithintheframeworkofaneworexistingfacility.
Answer:
True
Reference:
Layout
Difficulty:
Easy
Keywords:
blockplan
32.Ablockplanisatablethatgivesameasureoftherelativeimportanceofeachpairofcentersbeinglocatedclosetogether.
Answer:
False
Reference:
Layout
Difficulty:
Easy
Keywords:
blockplan,closenessmatrix,relativeimportance
33.Aclosenessmatrixcanreflectthequalitativejudgmentsofmanagersandemployees,orcanbethenumberoftripsbetweeneachpairofdepartments.
Answer:
True
Reference:
Layout
Difficulty:
Moderate
Keywords:
closenessmatrix,judgment
34.Euclideandistanceisthedistancebetweentwopointswithaseriesof90-degreeturns,asalongcityblocks.
Answer:
False
Reference:
Layout
Difficulty:
Moderate
Keywords:
Euclideandistance,rectilineardistance
35.Euclideandistancecalculationsareusuallymorerealisticthanrectilineardistancecalculationswhendeterminingthewalkingdistancebetweenoperationsinabuilding.
Answer:
False
Reference:
Layout
Difficulty:
Moderate
Keywords:
Euclideandistance,rectilineardistance
36.
Adetailedlayoutshowingexactsizeandshapeofeachdepartmentorworkcentercannotbedesigneduntilafterasatisfactoryblockplanhasbeendeveloped.
Answer:
True
Reference:
Layout
Difficulty:
Moderate
Keywords:
detailedlayout,blockplan
37.Highcustomerinvolvementincreasesserviceproviderproductivityandmakesqualitymeasurementeasier.
Answer:
False
Reference:
CustomerInvolvement
Difficulty:
Moderate
Keywords:
customerinvolvement,productivity,quality
38.Hightaskdivergencerequireslessflexibilityoftheprocess’sresources.
Answer:
False
Reference:
ResourceFlexibility
Difficulty:
Easy
Keywords:
resourceflexibility,divergence
39.Aflexibleworkforceusuallyrequiresgreaterskillsandtraining,whichcomesatacost.However,totalbenefitscanexceedthesecosts.
Answer:
True
Reference:
ResourceFlexibility
Difficulty:
Easy
Keywords:
resourceflexibility,trainingcost,workforceskilllevel
40.Resourceflexibilityhelpstoabsorbfeast-or-famineworkloadsinindividualoperationsthatarecausedbylowvolumeproduction,divergenttasks,andfluidscheduling.
Answer:
True
Reference:
ResourceFlexibility
Difficulty:
Easy
Keywords:
resourceflexibility,workload
41.Capitalintensiveautomationisappropriateforhighandlowvolumeoperations.
Answer:
False
Reference:
CapitalIntensity
Difficulty:
Moderate
Keywords:
automation,capitalintensity
42.Fixedautomationisappropriateforlineandcontinuousflowoperations.
Ans
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