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business
production and operations management

Questions and Answers of Production And Operations Management

9. Why is a process termed “out of control” if it temporarily produces less defectives?
8. When is the desired mean, m, used in establishing the centerline of a control chart instead of x?
7. Explain how a person using 2-sigma control charts will more easily find samples “out of bounds” than 3-sigma control charts. What are some possible consequences of this fact?
6. List some possible causes of assignable variation.
5. List five steps in developing and using x-charts and R-charts.
4. What might cause a process to be out of control?
3. Can the X-bar chart be used to see if the number of defectives in a production timeslot is randomly distributed? Explain.
2. Define “in statistical control.”
1. List Shewhart’s two types of variation. What are they also called?
You are the process improvement manager and have developed a new machine to cut insoles for the company’s top-of-the-line running shoes. You are excited because the company’s goal is no more than
In a GE insurance claims process, x = 210.0 minutes, and s = .516 minutes.The design specification to meet customer expectations is 210 { 3 minutes. So the Upper Specification is 213 minutes and the
Red Top Cab Company receives several complaints per day about the behavior of its drivers. Over a 9-day period (where days are the units of measure), the owner, Gordon Hoft, received the following
Roy Clinton’s mail-ordering business wants to measure the response time of its operators in taking customer orders over the phone. Clinton lists below the time recorded (in minutes) from five
LO S6.7 Explain acceptance sampling
LO S6.6 Explain process capability and compute Cp and Cpk
LO S6.4 List the five steps involved in building control charts
LO S6.2 Explain the role of the central limit theorem in SPC
Explain the purpose of a control chart
LO 6.6 The seven tools of total quality management are ______, ______, ______, ______, ______, ______, and ______.
LO 6.5 The Taguchi method includes all except which of the following major concepts?a) Employee involvementb) Remove the effects of adverse conditionsc) Quality loss functiond) Target specifications
LO 6.4 The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:a) continuous improvement.b) employee
LO 6.3 If 1 million passengers pass through the Jacksonville Airport with checked baggage each year, a successful Six Sigma program for baggage handling would result in how many passengers with
LO 6.2 ISO 9000 is an international standard that addresses _____.
LO 6.1 In this chapter, quality is defined as:a) the degree of excellence at an acceptable price and the control of variability at an acceptable cost.b) how well a product fits patterns of consumer
4. Develop a fish-bone diagram illustrating the quality variables for a patient who just gave birth at Arnold Palmer Hospital (or any other hospital) Founded in 1989, Arnold Palmer Hospital is one of
3. What techniques does Arnold Palmer Hospital practice in its drive for quality and continuous improvement? Founded in 1989, Arnold Palmer Hospital is one of the largest hospitals for women and
2. How would you build a culture of quality in an organization such as Arnold Palmer Hospital? Founded in 1989, Arnold Palmer Hospital is one of the largest hospitals for women and children in the
1. Why is it important for Arnold Palmer Hospital to get a patient’s assessment of health care quality? Does the patient have the expertise to judge the health care he or she receives? Founded in
3. What is the next step? The popularity of Southwestern University’s football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the Stephenville, Texas,
2. How could the survey have been more useful? The popularity of Southwestern University’s football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the
1. Using at least two different quality tools, analyze the data and present your conclusions. The popularity of Southwestern University’s football program under its new coach Phil Flamm surged in
• • 6.21 Identify and explain six quality inspections in a service with which you have had some experience
• • 6.20 Choose criteria for a checklist to identify the quality problems (possible defect issues) for manufacturing shirts and blouses.
• • • 6.19 Draw a fish-bone chart showing why an assistant you paid to prepare a spreadsheet produced one with numerous errors.
• • 6.18 Prepare a fish-bone chart explaining how a pizza delivery can arrive late on a Friday or Saturday.
• • • 6.17 New World Theater tracks customer satisfaction in their cinema. In a recent survey, they asked for feedback from the customers where each customer had the opportunity to mention one
• • 6.15 Develop a flowchart for one of the following:a) Filling up with gasoline at a self-serve station.b) Determining your account balance and making a withdrawal at an ATM.c) Getting a cone
• • 6.11 Draw a fish-bone chart depicting the reasons that might give rise to an incorrect fee statement at the time you go to pay for your registration at school.
• • 6.10 Develop an Ishikawa diagram to depict customer dissatisfaction at a pizza restaurant. You should use the four Ms approach.
• • 6.9 Consider the everyday task of getting to work on time or arriving at your first class on time in the morning. Draw a fish-bone chart showing reasons why you might arrive late in the
• • 6.8 Draw a fish-bone chart detailing reasons why an airline customer might be dissatisfied.
• • 6.7 Consider the types of poor driving habits that might occur at a traffic light. Make a list of the 10 you consider most likely to happen. Add the category of “other” to that list.a)
• • 6.6 Develop a flowchart [as in Figure 6.6(e) and Example 2]showing all the steps involved in planning a party.
• 6.4 Develop a histogram of the transportation time you took the last ten times you travelled to college.
• 6.2 Develop a scatter diagram for two variables of interest[say pages in the newspaper by day of the week; see the example in Figure 6.6(b)].
18. In this chapter, we have suggested that building quality into a process and its people is difficult. Inspections are also difficult.To indicate just how difficult inspections are, count the
17. How would you define high quality?
16. What are 10 determinants of service quality?
15. Explain, in your own words, what is meant by source inspection.
14. In what way do you think the operations managers’ role may change with regards to quality in the future?
13. Where would the checklists for employees be beneficial in a service company, such as McDonalds?
12. What are the four broad categories of “causes” to help initially structure an Ishikawa diagram or cause-and-effect diagram?
11. What is the purpose of using a Pareto chart for a given problem?
10. List the three concepts central to Taguchi’s approach.
9. Philip Crosby said that quality is free. Why?
8. How can a university control the quality of its output (that is, its graduates)?
7. How does fear in the workplace (and in the classroom) inhibit learning?
6. What are seven tools of TQM?
5. Name three of the important people associated with the quality concepts of this chapter. In each case, write a sentence about each one summarizing his primary contribution to the field of quality
4. List the seven concepts that are necessary for an effective TQM program. How are these related to Deming’s 14 points?
3. Which 3 of Deming’s 14 points do you think are most critical to the success of a TQM program? Why?
2. As an Internet exercise, explain the rationale behind the creation of EFQM, and the fundamental concept defining the Enablers in the model. See www.efqm.org.
1. Explain how improving quality can lead to reduced costs.
LO 6.5 Explain quality robust products and Taguchi concepts
LO 6.4 Explain how benchmarking is used in TQM
LO 6.3 Explain Six Sigma
LO 6.2 Describe the ISO international quality standards
Define quality and TQM
LO S5.5 U.S. and international agencies provide policies and regulations to guide managers in product design, manufacturing/assembly, and disassembly/disposal.They include:a) U.N. Commission on
LO S5.4 Design for disassembly is:a) cost–benefit analysis for old parts.b) analysis of the amount of revenue that might be reclaimed versus the cost of disposing of a product.c) a means of
LO S5.3 The circular economy means:a) keep and use resources as long as possible, then recover and regenerate to the maximum possible value at end of service life.b) meet the needs of the present
LO S5.2 Sustainability deals:a) solely with green products, recycling, global warming, and rain forests.b) with keeping products that are not recyclable.c) with meeting the needs of present and
LO S5.1 Corporate social responsibility includes:a) doing what’s right.b) having policies that consider environmental, societal, and financial impact.c) considering a product from design to
4. What is the purpose of the “scrubbing” system? Celebrity Cruises, with its reputation as a leader in the “premium cruise” industry, decided in 2013 to become an industry leader in
3. Compare Celebrity to other cruise lines in terms of sustainability. Celebrity Cruises, with its reputation as a leader in the “premium cruise” industry, decided in 2013 to become an industry
2. What environmental events in the cruise industry precipitated green efforts? Celebrity Cruises, with its reputation as a leader in the “premium cruise” industry, decided in 2013 to become an
1. How are cruise line sustainability programs similar to and different from those of hotels on shore? Celebrity Cruises, with its reputation as a leader in the “premium cruise” industry, decided
3. Select another company and compare its green policies to those of Frito-Lay. Frito-Lay, the multi-billion-dollar snack food giant, requires vast amounts of water, electricity, natural gas, and
2. Identify the specific techniques that Frito-Lay is using to become a “green manufacturer.” Frito-Lay, the multi-billion-dollar snack food giant, requires vast amounts of water, electricity,
1. What are the sources of pressure on firms such as Frito-Lay to reduce their environmental footprint? Frito-Lay, the multi-billion-dollar snack food giant, requires vast amounts of water,
3. Why did the Orlando Magic decide to “go green” in its new building?When the Amway Center opened in Orlando in 2011, it became the first Leadership in Energy and Environmental Design (LEED)
2. What does a facility need to do to earn the gold LEED rating?What other ratings exist?When the Amway Center opened in Orlando in 2011, it became the first Leadership in Energy and Environmental
1. Find a LEED-certified building in your area and compare its features to those of the Amway Center.When the Amway Center opened in Orlando in 2011, it became the first Leadership in Energy and
• S5.19 Using the new crossover point in Problem S5.18, how many years does it take to reach that point?
• S5.18 Using the data from Problem S5.16, if gas prices rose to $3.00 per gallon, what would be the new crossover point in miles?
• S5.17 Based the crossover point in miles found in Problem S5.16, what is this point in years?
• • • S5.11 A Southern Georgia school district is considering ordering 53 propane-fueled school buses. “They’re healthier, they’re cleaner burning, and they’re much quieter than the
•• S5.10 Environmentally conscious Susan has been told that a new electric car will only generate 6 ounces of greenhouse gases(GHGs) per mile, but that a standard internal combustion car is
• • S5.8 In Problem S5.7, another alternative (Alternative Four) is investigated, where the city takes total responsibility for the program and employs a number of local people with a variable
•• S5.7 In a municipality where a significant amount of recyclable waste is generated, the city has granted permits to waste collectors to take charge of the recyclables and generate additional
• • S5.6 Repeat Problem S5.4 but now with an average fuel price of $3.8 per mile
• • S5.5 In Problem S5.4, fuel efficiency was determined based on using the cars in city traffic. Estimate the total life cycle cost of each alternative and the crossover point in both miles and
•• S5.3 Using the information in Problem S5.1, which design alternative is the better environmental choice if the Brew House decided to remove the timer from the Brew Master model?
• • S5.2 Using the information in Problem S5.1, which design alternative is the better environmental choice if the Brew House decided to add a timer to the Brew Mini model? The timer revenue and
The City of High Point is buying new school buses for the local school system. High Point has found two models of school buses that it is interested in. Eagle Mover costs $80,000 to buy and uses
The design team for Superior Electronics is creating a mobile audio player and must choose between two design alternatives.Which is the better environmental design alternative, based on achieving a
Blue Star is starting a new distribution service that delivers auto parts to the service departments of auto dealerships in the local area. Blue Star has found two light-duty trucks that would do the
Sound Barrier, Inc., needs to decide which of two speaker designs is better environmentally.APPROACH c The design team collected the following information for two audio speaker designs, the
LO S5.5 Explain the impact of sustainable regulations on operations
LO S5.3 Explain the circular economy

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