运营管理A.doc

运营管理A.doc

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一、TRUE/FALSE（10points）

1.Aprojectprocessliesatlow-customization,high-volumeendoftheprocess-choicecontinuum,ischaracterizedbythereleaseofresourcesonceaprojectiscompleted.（F）

2.Whendefiningtheserviceconcept,itisnotnecessarytokeepconsistencybetweenthefront-andback-officeelementsoftheservicesystem.（F）

3.QFDtranslatescustomerneedsandpreferencesintooperationalgoalsforthefirm.（T）

4.Oneoftheprinciplesthattotalqualitymanagement（TQM）stressesisprocessreengineering.（F）

5.Capacitycanbeexpressedbyoutputorinputmeasures.（T）

6.Facilitylocationistheprocessofdeterminingageographicsiteforafirm'soperations.（T）

7.Oneobjectiveofanaggregateplanistominimizechangesinproductionrates.（T）

8.Anxietymakeswaitingfeelshorter.（F）

9.ApplyingtheJITphilosophyleadtounnecessaryinventories.（F）

10.Inservices,animportantadditionalelementmustbeintroducedintofacilitiesmanagement:

thecustomer.（T）

二、SINGLECHOICE（20points）

1.Whichofthefollowingistheresponsibilityofoperations?

（A）

A. Developnewproductsandservices B. Transforminputsintonewproductsandservices

C. Transportinputsandoutputs D. Interpretfinancialinformation

2．（C）isatechniquewheremysteryshoppers,independentadvisersorconsultant-customerswalkthroughtheactualprocesstoassesshowrealcustomersmightassesseachtransaction.

A.ISO9000B.Controlcharts

C.ServiceTransactionAnalysis（STA）D.Qualityfunctiondeployment（QFD）

3．Managementconsultancybelongstothe（C）

A.MassserviceB.ServiceshopC.ProfessionalserviceD.Continuousprocess

4．Serviceshavefourcharacteristics.（B）meansthatrealizationofaserviceimpliesthepresenceofprovideraswellascustomer.Productionandcomsumptionareinterwined.Customersparticipateinproduction.

A.IntangibilityB.SimultaneityC.HeterogeneityD.Perishability

5．InMaister’sframework:

（D）combinesthehighdegreeofcustomerinteractionwithahighdegreeofcustomization.

A.NurseB.PharmacistC.BrainSurgeonD.Psychotherapist

6．Aproducthasthreecomponentswithindividualreliabilitiesof0.85,0.92,and0.95.Whatisthereliabilityoftheproduct?

（A）

A. Lessthanorequalto0.75

B. Greaterthan0.75butlessthanorequalto0.80

C. Greaterthan0.80butlessthanorequalto0.85

D. Greaterthan0.85

7．Inasupermarket,thedemandforsugarisnot（directly）dependentonthedemandforanyotheritem.Thisdemanditemis（B）.

A.DependentdemanditemB.Independentdemanditem

C.Pseudo-dependentdemanditemD.Pseudo-independentdemanditem

8．McKennaRestaurantwishestoopenanewstore.Basedonthefollowingsubjectivecriteria,whereshouldthenewstorebelocated?

（C）

A. A B. B C. C D. D

9．Serviceblueprintingisananalyticaltoolforprocessdesignandmapping.Onthechart,front-andback-officeactivitiesareseparatedinthisapproachby（A）,indicatingwherethecustomerintervenesintheservicedeliveryprocess.

A.Alineofvisibility;B.Potentialfailpoints;

C.Decisionpoints;D.Standardexecutiontimes

10．Asforcarassembly,whichprocesstypeisfitfor?

（B）

A.ProjectprocessB.Lineproductionprocess

C.JobshopprocessD.Continuousprocess

三、SHORTANSWERS（40points）

1.Howtounderstandtheyieldmanagement?

.Whatarethecircumstancesthatyieldmanagementcanbeappied?

（10points）

Yieldmanagementistheprocessofallocatingtherighttypeofcapacitytotherightkindofcustomerattherightpricesoastomaximizerevenue（oryield） （P304）

2.Whatarethecharacteristicsofservice?

（10points）（P11）

3.HowtoManagedependentdemanditems?

WhatarethekeyelementsofMRP（10point）

①Themasterschedule：

theknoworforecastdemandforso-calledandproducts

②Billofresources（productstructure）aprojectionoftheamountandtimingofresourcesthatwillthecensuredbythistypeofpatientduringhisorherstayinhospital

③Thedatefileonavailabilityofresources

4.whatarethedistinctionbetweenback-officeandfront-office?

（10point）（P321）

四、PROBLEMS（choose3from4）（30point）

1.considerthefollowingprojectinformation.（10points）

activity

Activitytime（wk）

Immediatepredecessor（s）

A

4

——

B

3

——

C

5

——