BUS 370 EXAMINATION QUESTIONS
WITH COMPLETE SOLUTIONS
"A mechanism for coordinating and guiding decisions regarding the elements of a
businesslong dash—identifies core competencies and targeted customers; sets time
frames and performance objectives" is the definition of - Answer-Business strategy
The firm's targeted customers and the operations and supply chain functions needed to
provide value to them are identified in the - Answer-business strategy
No other company in the world is as proficient at "just-in-time" production as Toyota.
This technique is a great competitive advantage for them and is clearly - Answer-a core
competency.
Potential problems that could arise by splitting the process across two individuals
include - Answer-introducing communication issues that cause some orders to be
wrong, space constraints of two attendants working in the same space, and lower
utilization while one attendant waits on the other to complete his or her task.
A detailed map that identifies the specific activities that make up the informational,
physical and/or monetary flows of a process is - Answer-a process map
Employees that are scattered across a large corporate campus meet to determine
exactly how the BR549 forms are processed. The best tool for displaying the route
these forms take is a - Answer-process map
In a swim lane process map, a decision is represented by which symbol? - Answer-a
diamond
In a swim process map, a change of lanes indicates - Answer-a change in the party
responsible for processing.
"A set of logically related tasks or activities performed to achieve a defined business
outcome" is the definition of - Answer-process
A business process that addresses the main value-added activities (activities for which
customers will pay) is defined as a _________ process. - Answer-primary
A business process such as tuition billing is a necessary, but non-value adding process.
It is a - Answer-support process
, A business process such as forming a team within a company focused on improving the
time it takes to issue a bill and collect payment from customers (lowering Days Sales
Outstanding - DSO) is a _____________ process. - Answer-developmental
The American Society for Quality has a two part definition of quality. One perspective on
quality is "a product or service free from deficiencies; the product performs as intended."
This is the ____________ perspective on quality. - Answer-conformance
The American Society for Quality has a two part definition of quality. One perspective on
quality is "the characteristics of a product or service that bear on its ability to satisfy
stated or implied needs of the customer, also known as fitness foruse." This is the
____________ perspective on quality. - Answer-value
The operations manager made sure that all processes were producing output exactly
the way the design engineers had drawn it up. Which view of quality is in evidence? -
Answer-conformance Perspective
__________ is the dimension of quality that addresses the additional characteristics of
the product or service beyond the base operating features - Answer-features
In the Dittenhoefer Fine China case, a worker found that the plates had around 2.4
microns of coating applied. Manufacturing was able to correct the problem and save
these plates, but no one knew how many plates had been shipped before the problem
was discovered.
The plates that were already shipped before the problem was corrected resulted in
which of the following type of qualitycosts? - Answer-external failure
Companies focused on improving quality hire Six Sigma Black Belts to work on
identifying the root cause of problems and implementing solutions. Hiring Black Belts to
keep defects from occurring to begin with results in which of the following type of quality
costs - Answer-prevention
In the Dittenhoefer fine china case, a worker set the polymer coating machine to 190
degrees to clean the machine and forgot to reset the temperature for production.
Dittenhoefer destroyed the 2,400 defective plates prior to delivery to the customer.
The destruction of 2,400 plates resulted in which of the following type of quality costs? -
Answer-internal failure
In the Dittenhoefer fine china case, workers visually inspected finished items for defects
such as chips or cracks. The time and labor cost associated with this inspection resulted
in which of the following type of quality costs? - Answer-appraisal
The florist checked over the arrangement just prior to loading the vase in the delivery
van. It was fortunate, because he noticed that lilacs had been included in the
arrangement. The customer specifically requested "no lilacs," so the florist was able to
remove them and make the order right before it left the office for the customer.
WITH COMPLETE SOLUTIONS
"A mechanism for coordinating and guiding decisions regarding the elements of a
businesslong dash—identifies core competencies and targeted customers; sets time
frames and performance objectives" is the definition of - Answer-Business strategy
The firm's targeted customers and the operations and supply chain functions needed to
provide value to them are identified in the - Answer-business strategy
No other company in the world is as proficient at "just-in-time" production as Toyota.
This technique is a great competitive advantage for them and is clearly - Answer-a core
competency.
Potential problems that could arise by splitting the process across two individuals
include - Answer-introducing communication issues that cause some orders to be
wrong, space constraints of two attendants working in the same space, and lower
utilization while one attendant waits on the other to complete his or her task.
A detailed map that identifies the specific activities that make up the informational,
physical and/or monetary flows of a process is - Answer-a process map
Employees that are scattered across a large corporate campus meet to determine
exactly how the BR549 forms are processed. The best tool for displaying the route
these forms take is a - Answer-process map
In a swim lane process map, a decision is represented by which symbol? - Answer-a
diamond
In a swim process map, a change of lanes indicates - Answer-a change in the party
responsible for processing.
"A set of logically related tasks or activities performed to achieve a defined business
outcome" is the definition of - Answer-process
A business process that addresses the main value-added activities (activities for which
customers will pay) is defined as a _________ process. - Answer-primary
A business process such as tuition billing is a necessary, but non-value adding process.
It is a - Answer-support process
, A business process such as forming a team within a company focused on improving the
time it takes to issue a bill and collect payment from customers (lowering Days Sales
Outstanding - DSO) is a _____________ process. - Answer-developmental
The American Society for Quality has a two part definition of quality. One perspective on
quality is "a product or service free from deficiencies; the product performs as intended."
This is the ____________ perspective on quality. - Answer-conformance
The American Society for Quality has a two part definition of quality. One perspective on
quality is "the characteristics of a product or service that bear on its ability to satisfy
stated or implied needs of the customer, also known as fitness foruse." This is the
____________ perspective on quality. - Answer-value
The operations manager made sure that all processes were producing output exactly
the way the design engineers had drawn it up. Which view of quality is in evidence? -
Answer-conformance Perspective
__________ is the dimension of quality that addresses the additional characteristics of
the product or service beyond the base operating features - Answer-features
In the Dittenhoefer Fine China case, a worker found that the plates had around 2.4
microns of coating applied. Manufacturing was able to correct the problem and save
these plates, but no one knew how many plates had been shipped before the problem
was discovered.
The plates that were already shipped before the problem was corrected resulted in
which of the following type of qualitycosts? - Answer-external failure
Companies focused on improving quality hire Six Sigma Black Belts to work on
identifying the root cause of problems and implementing solutions. Hiring Black Belts to
keep defects from occurring to begin with results in which of the following type of quality
costs - Answer-prevention
In the Dittenhoefer fine china case, a worker set the polymer coating machine to 190
degrees to clean the machine and forgot to reset the temperature for production.
Dittenhoefer destroyed the 2,400 defective plates prior to delivery to the customer.
The destruction of 2,400 plates resulted in which of the following type of quality costs? -
Answer-internal failure
In the Dittenhoefer fine china case, workers visually inspected finished items for defects
such as chips or cracks. The time and labor cost associated with this inspection resulted
in which of the following type of quality costs? - Answer-appraisal
The florist checked over the arrangement just prior to loading the vase in the delivery
van. It was fortunate, because he noticed that lilacs had been included in the
arrangement. The customer specifically requested "no lilacs," so the florist was able to
remove them and make the order right before it left the office for the customer.
