Chapter 9: Empowering Employees To Satisfy Customers

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Chapter 9:  Empowering Employees To Satisfy Customers
Chapter 9 quiz from Understanding Business text book.

  
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Questions and Answers

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  • 1. 
    In recent years, the service sector of the U.S. economy has:
    • A. 

      Grown much more rapidly than the manufacturing sector

    • B. 

      Become the low-wage sector of the U.S. economy

    • C. 

      Achieved extremely high productivity gains according to government reports

    • D. 

      Focused less on quality and more on reducing costs of production


  • 2. 
    For services, the facility layout is usually designed to:
    • A. 

      Enable the firm to maintain a continuous production run

    • B. 

      Help customers find and buy things

    • C. 

      Allow mass production techniques to be utilized efficiently

    • D. 

      Facilitate a centralized decision-making process


  • 3. 
    At Stevens Manufacturing workers are organized in teams that combine their efforts to produce complex units of a final product. Stevens is using a facility layout known as a(n):
    • A. 

      Consolidated process layout

    • B. 

      Continuous flow layout

    • C. 

      Modular layout

    • D. 

      Assembly team layout


  • 4. 
    A firm would be most likely to employ statistical process control (SPC) if it wanted to:
    • A. 

      Simplify the quality control process by taking samples at the end of the production process rather than examining every unit of output produced

    • B. 

      Eliminate the expenses incurred by the Deming Cycle

    • C. 

      Redefine quality control on the basis of customer needs

    • D. 

      Make sue products meet quality standards all along the production process


  • 5. 
    ________ is the specialized area of management that converts or transforms resources into goods and services.
    • A. 

      Logistics management

    • B. 

      Resource engineering

    • C. 

      Supply chain management

    • D. 

      Operations management


  • 6. 
    Enterprise resource planning (ERP) is considered more sophisticated than MRP primarily because it can:
    • A. 

      Give much more precise cost estimates

    • B. 

      Find the critical path and compute its length

    • C. 

      Monitor processes in multiple firms at the same time

    • D. 

      Handle data about more than one product at the same time


  • 7. 
    Cooltreet, Inc., combines sugar, cream, eggs, and flavorings, then churns and cools the resulting mixture to a very low temperature until it freezes, creating ice cream. The method Cooltreet is using is an example of:
    • A. 

      An analytic production system

    • B. 

      Process manufacturing

    • C. 

      An assembly process

    • D. 

      A symbiotic process


  • 8. 
    The goal of lean manufacturing is to:
    • A. 

      Keep inventories of finished goods as high as possible

    • B. 

      Produce goods and services with less of everything compared to mass production

    • C. 

      Produce a very limited variety of goods

    • D. 

      Become more self sufficient by producing major components rather than buying them


  • 9. 
    In a just-in-time inventory system, suppliers:
    • A. 

      Deliver materials and parts in large quantities only a few times a year

    • B. 

      Enjoy much lower delivery costs

    • C. 

      Have a great deal of flexibility in determining when to make deliveries

    • D. 

      Become more like a department in the producing firm rather than a separate business


  • 10. 
    The purpose of determining the critical path on a PERT network is to:
    • A. 

      Identify the sequence of tasks that takes the longest to complete

    • B. 

      Estimate a payment schedule so that a budget can be established

    • C. 

      Find the sequence of events that is the most expensive to complete

    • D. 

      Establish a delivery schedule for a just-in-time inventory control program


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