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
——