SECOND TERM – FINAL EXAMINATION

OPERATIONS MANAGEMENT

I. FINAL QUIZ ANSWERS

QUESTION ANSWER
Which of the following factors influence of how organizations ae structured?
1 • Management Style • Stability of Product Line A, B, and C
• Company Size • A, B, and C

2 The firm’s ______ describes where the organization is headed? Vision

All of the following are core leadership skills except

3 • A through C are all core leadership skills • Intuition A through C are all core leadership skills
• Empowerment • Vision

4 The firm’s _____ defines attitudes and policies for all employees. Values or Guiding Principles

5 The firm’s _____ defines the firm’s reason for existence. Mission

6 The Japanese deploy strategy through the process of Hoshin Planning

A plan that integrates an organization’s major goals, policies, and action sequences into
7 Strategy
cohesive whole is referred to as:

In total quality organizations, the scope of the leadership system includes:

8 • Top Management • Managers of Staff Function A, B, and C
• A, B, and C • First Line Supervisors

The _____ theory of leadership suggests that the manner which leaders deal with
9 subordinates depends upon the perceived internal or external factors that are causing the Attributional
particular employee behavior.

Which of the following represent a leading practice in strategic planning?

• Gathering and analyzing a variety of data about internal and external factors as
part of strategic planning
10 A and B only
• Limiting the strategic group to the top management team
• A and B only
• Using measures to track progress of strategy deployment

Hackman and Oldham concluded that all of the following job characteristics have been
11 Task Difficulty
found to have an impact on critical psychological states except
In firms that implement Six Sigma efforts, ____ are often targeted as future business
12 Black Belts
leaders.
13 General Electric’s “Work-out” program is an example of Employee Involvement

14 _____ employees make up one of the fastest-growing of segments the workforce Customer-Contact

Most companies still use traditional measures such as _____ as basis for compensation,
15 Revenue Growth - Customer Satisfaction
while more progressive organizations use measures such as ____
Leaders who encourage employees to participate in quality improvement efforts and
16 develop cross-functional teamwork and customer-supplier partnership are demonstrating the Empowerment
leadership skill of:

17 Executives who manage for the future are displaying the core leadership of Vision

18 The Taylor system improved _____ at the expense of _____ Productivity - Worker Creativity

19 Which of the following is not regarded as a traditional activity of personnel managers Planning The Corporate Culture

A specially empowered team that is fully responsible for turning out a well-defined segment
20 Self-Managed Team
of finished work is known as
21 Research has found that employee satisfaction is Positively related to Customer Satisfaction

Which of the following would not be considered a leading practice in human resources Assigning workers to single tasks so that
22
management? they become task specialist

Senior-level managers who promote and lead the deployment of Six Sigma in a significant
23 Champion
area of the business are known as

A job characteristic related to the degree to which a job gives the participant a feeling that
24 Task Significance
work has a substantial impact on the organization or the world is known as

Which type of process drives the creation of products and services, is critical to customer
25 Value-Creation Process
satisfaction, and has a large impact on the organization’s strategic goals

Kaizen requires substantial investment to

26 Which of the following is not true regarding kaizen?
fund cutting-edge innovation

27 In implementation of kaizen, the principle-asset is considered to be Automation

28 Concurrent engineering is likely to result in which of the following? Elimination of Design Reviews

A fast-food restaurant would be considered ____ in customer contract and _____ in

29 High - Low
customization

_____ is a process in which all major functions responsible for bringing products to market
30 Concurrent Engineering
are continuously involved in product development activities

31 A goal to reduce the time required to fulfill a customer’s order addresses the dimension of Cycle Time

The legal notion that a manufacturer can be held liable for defective or dangerous products
32 Strict Liability
that cause physical harm to users is known as the theory of

Process generally cut across traditional

33 Which of the following is true?
organizational functions
_____ involves studying products, processes, or business performance of competitors in the
34 same industry to compare pricing, technical quality, features, and other quality or Competitive Benchmarking
performance characteristics of products and services.
Uses information from industry leaders to
35 Benchmarking
set stretch goals

36 Quality costs are classified into all of following major categories expect Inspection

37 Regulatory or legal compliance is an example of a Human Resource Measures

38 Perceived value is an example of a Customer-focused Measure

39 Response time is an example of a Service Measure

Providing personalized, custom-designed products to meet individual preferences at prices

40 Mass Customization
comparable to mass-produced items is known as

The focus is mainly on processes not

41 Which of the following is a common mistake in TQ implementation?
products

Reward systems that encourage

42 Which of the following is usually found in a traditionally managed organization?
individualistic behavior

43 Studies suggest that quality-related costs are generally in the range of _____ of annual sales 20 to 40%

An advantage of cost of quality measures is that management receives a report where unit
44 Dollars
of analysis is

A credit card company has identified speed of service as strength that separates it from its
45 A Key Business Factor
competitors. For this company, speed of service can be viewed as

Practical guidelines for designing a performance measurement system include all of the Measuring more variables is better than
46
following except: fewer variables
47 A measure is ____ if it provides the basis for decisions at the level at which it is applied Actionable

The notion that each customer contact provides the potential for the occurrence of problems
48 Errors per Opportunity
can be operationalized by a measure of

External Failure (highest)

For most companies embarking on a quality cost program, management typically finds that Internal Failure
49
actual costs, in order of highest to lowest are Appraisal
Prevention (lowest)

The cost Ford Motor Corporation incurred to recall its ne-year-old Windstar vans in order to
50 An External Failure Cost
replace a faulty relay switch is an example of
Which of the following principles are necessary for effective implementation of Six Sigma
51 • Process Thinking • Bottom Line Orientation All of the Above
• All of the Above • Integration with Existing Initiative

52 Garvin’s criticism of the prevailing literature on the “learning organization” was based on Process Management

Perhaps the most significant cause of failure to effectively implement total quality
53 initiatives is due to lack of alignment between expectations that arise from total quality Reward System
change processes and _____
Which of the following has been found true regarding conducting organizational self-
assessments?
• A and C
54 A and C
• Self-assessment facilitates organizational learning
• Self-assessment is mostly practiced by Baldridge winners only
• Self-assessment helps identify key organizational strengths and weaknesses
55 An important step to make self-assessments effective is Follow-up by Senior Management

56 An organization’s management systems and practices is called Organizational Infrastructure

Which of the following is not a responsibility of senior management in the implementation

of TQ?
• A through C are all areas of responsibility for Senior Management A through C are all areas of responsibility
57
• Identifying the critical processes that need attention for Senior Management
• Ensuring that the organization focuses on the needs of the customer
• Reviewing progress and remove barriers

58 An important contemporary theorist of the “learning organization” is Senge

The Baldrige criteria item that encourages self-assessment and organizational learning
59 Organizational Performance Review
known as
Can be used as a self-assessment tool for
60 The Baldrige Award criteria firm’s never intending to apply for the
award

61 Determining the most likely causes of defects occurs during which DMAIC phase? Analyze

A bank’s savings account statements contain 24 items of account information. Last month,
62 2500 bank statements were checked and 52 errors were found in the account items. What is 867
the dpmo value?

63 Which of the following constitutes an operational definition of a service quality measure? Phone calls answered within two rings

64 The “5 Why” technique is useful in identifying... The root cause of a problem

65 Focusing on how maintain improvements occurs in which DMAIC phase? Control

66 Which phase is the idea-gathering phase of DMAIC? Improve

K* process standard deviation tolerance /

67 A k-sigma quality level satisfies the equation:
2

A delivery process has a target of 5 hours plus or minus one hour. The process standard
68 4
deviation is estimated as 0.25 hours. The process has a ____ sigma quality level.
69 A change in quality level from 3-sigma to 4-sigma represents a... 10-fold improvement

At a Six Sigma quality level, 3.4 defects per million opportunities are expect to occur with a
70 1.5
mean shift of _____ standard deviations of the target

71 Owner of Mr. Quickie EC and NINO CARUNCHO

72 First Branch of Mr. Quickie HARRISON PLAZA

73 Year when Mr. Quickie (the company) started 1981

74 Mr. Quickie known SHOES REPAIR

75 CEO of Foodlink JULIA TEDESCO

76 Foodlink known for FOOD CONCEPT

77 Owner of Foodlink ENRICO U. DEE

78 Owner of YKK in the Philippines TADAO YOSHIDA

79 What products does YKK made ZIPPER

80 What country is YKK from JAPAN

81 CEO of YKK FRANCIS C. LAUREL

82 CEO of Vibal GASPAR A. VIBAL

83 Owner of Vibal ESTHER VIBAL

84 Meaning of Vibal Group PRINTING

85 Vibal is known for BOOKS PRINTING

86 Owner of MyPhone SOLID DIGITAL GROUP

87 When was MyPhone founded JAN 2007

88 CEO of Tropical Hut NIEVES DELA CRUZ

89 When was Tropical Hut founded 1962

90 First branch of Tropical Hut CUBAO

91 Owner of Sarao LEONARDO S. SARAO

92 First jeepney in the Philippines SARAO MOTORS

93 Where was the first jeepney made MANILA

94 Jeepney first hit the road in 1950s

95 SB19 started when OCTOBER 26, 2018