运营管理 考试题库krajewskiom9tif04.docx
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运营管理考试题库krajewskiom9tif04
Chapter
4
ProcessAnalysis
TRUE/FALSE
1.Processanalysisisthedocumentationanddetailedunderstandingofhowworkisperformedandhowitcanberedesigned.
1Answer:
True
2Reference:
ASystematicApproach
3Difficulty:
Easy
4Keywords:
processanalysis
2.Thefourcoreprocessesthatmeritthoroughanalysisaresupplierrelationship,newservice/productdevelopment,orderfulfillment,andservice/productrecovery.
1Answer:
False
2Reference:
ASystematicApproach
3Difficulty:
Moderate
4Keywords:
coreprocess,processanalysis
3.Anemployeesuggestionsystemcanbeaneffectivemethodforidentifyingprocessesthatneedimprovement.
1Answer:
True
2Reference:
ASystematicApproach
3Difficulty:
Easy
4Keywords:
employeesuggestionsystem,processanalysis
4.Performancemeasuresthatareestablishedforaprocessareknownasmetrics.
1Answer:
True
2Reference:
ASystematicApproach
3Difficulty:
Easy
4Keywords:
metrics,performancemeasures
5.Processimprovementteamsthatfocusonprocessesthatcutacrossdepartmentalboundarieshavethesilomentality.
1Answer:
False
2Reference:
ASystematicApproach
3Difficulty:
Easy
4Keywords:
silo,improvementteams,processanalysis
6.Onceaprocessisidentified,defined,evaluated,andredesigned,thebenefitsoftheprocessanalysiscyclearerealized.
1Answer:
False
2Reference:
ASystematicApproach
3Difficulty:
moderate
4Keywords:
processanalysiscycle,implementation
7.
Flowcharts,serviceblueprints,andprocesschartsareeffectivefordocumentingandevaluatingprocesses.
1Answer:
True
2Reference:
DocumentingtheProcess
3Difficulty:
Easy
4Keywords:
flowchart,processdocumentation
8.Aserviceblueprintisaflowchartofaserviceprocessthatshowswhichofitsstepshashighcustomercontact.
1Answer:
True
2Reference:
DocumentingtheProcess
3Difficulty:
Moderate
4Keywords:
serviceblueprint,serviceprocess,flowchart
9.Formalworkmeasurementtechniquesestimateaveragetimesforeachstepinaprocessbyrelyingonthejudgmentofskilledobservers.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Easy
Keywords:
workmeasurement,laborstandard,averageprocesstimes
10.Fatigue,rest,orunavoidabledelaysarefactoredintoaworkstandardbytheperformanceratingfactor.
Answer:
False
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
allowances,standardtime,normaltime,performanceratingfactor
11.Elementalstandardtimedatacanhelpmanagersdeveloptimestandardsfornewworkbeforeproductionbegins.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
elementalstandarddata
12.Thepredetermineddataapproacheliminatestheneedfortimestudies.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
predetermineddataapproach,timestudies
13.Apredetermineddataapproachtotimestandardscanbecompletedbeforeactualproductionbegins.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
predetermineddataapproach
14.
Thepredetermineddataapproachassumesthatasequenceofmotionswilltakethesameamountoftimeregardlessoftheorderinwhichtheyareperformed.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
predetermineddataapproach
15.Worksamplingcanbeusedtoestimatetheproportionoftimespentbypeopleormachinesonactivities.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
worksampling,proportion
16.Whenusingworksampling,thetimesofdaywhentheanalystcollectsthesampledatashouldbeselectedatrandomoverthelengthofthestudy.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
worksampling,datacollection
17.Alearningcurveisalineshowingtherelationshipbetweenprocessingtimeandthecumulativequantityofaproductorserviceproduced.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
learningcurveanalysis
18.Thelearningcurveforaprocessdependsontherateoflearningandtheactualorestimatedtimeforthefirstunitprocessed.
Answer:
True
Reference:
WorkMeasurementTechniques
Difficulty:
Moderate
Keywords:
learningcurveanalysis
19.Thebestdataanalysistoolforrecordingwhichgaspumpmostcustomersusewouldbeachecklist.
1Answer:
True
2Reference:
EvaluatingPerformance
3Difficulty:
Moderate
4Keywords:
dataanalysis,checklist
20.Ahistogramisasummarizationofdatameasuredonayes-or-nobasis.
1Answer:
False
2Reference:
EvaluatingPerformance
3Difficulty:
Moderate
4Keywords:
histogram,datameasurement
21.
Thegeneralprinciplethat80%ofacompany’srevenueisgeneratedby20%ofitscustomersisknownastheParetoconcept.
1Answer:
True
2Reference:
EvaluatingPerformance
3Difficulty:
Moderate
4Keywords:
Paretochart,Paretoprinciple
22.Ascatterdiagramisagraphicaltechniquethatshowswhethertwovariablesmayberelated.
5Answer:
True
6Reference:
EvaluatingPerformance
7Difficulty:
Moderate
8Keywords:
scatterdiagram,variables
23.Afishbonediagramidentifieswhichcategoryismostfrequentlyobservedoutofallthecategoriesforwhichyouhavedata.
9Answer:
False
10Reference:
EvaluatingPerformance
11Difficulty:
Moderate
12Keywords:
fishbonediagram,cause-and-effectdiagram
24.Datasnoopingistheacquisitionofexternalbenchmarkingdataevenwhentheexternalorganizationhasnotauthorizedaformalbenchmarkingagreement.
13Answer:
False
14Reference:
EvaluatingPerformance
15Difficulty:
Moderate
16Keywords:
datasnooping
25.Simulationisanactofreproducingthebehaviorofaprocessusingamodelthatdescribeseachstepoftheprocess.
17Answer:
True
18Reference:
EvaluatingPerformance
19Difficulty:
Moderate
20Keywords:
simulation,processmodel
21
26.Agroupofpeople,whoareknowledgeableabouttheprocessanditsdisconnects,meetstoproposeideasforchangeinarapid-firemanner.Suchasessioniscalledabrainstormingsession.
22Answer:
True
23Reference:
RedesigningtheProcess
24Difficulty:
Easy
25Keywords:
brainstorming,processideas
26
27.Theonlypeoplewhocanprovideinputtoabrainstormingsessionaremembersofthedesignteam.
27Answer:
False
28Reference:
RedesigningtheProcess
29Difficulty:
Easy
30Keywords:
brainstorming,designteam
28.
BrainstormingsessionscanbeeffectivelyconductedontheInternetusingsoftwarethatallowsonepersontoseeanother’sideasandbuildonthem.
31Answer:
True
32Reference:
RedesigningtheProcess
33Difficulty:
Easy
34Keywords:
brainstorming,Internetsoftware
29.Thebursar’sofficeatalargestateschoolsendsateamtothebookstoreoncampustoseehowtheyhandlecustomersandprocesspayments.Thisisanexampleoffunctionalbenchmarking.
35Answer:
False
36Reference:
RedesigningtheProcess
37Difficulty:
Hard
38Keywords:
functionalbenchmarking,internalbenchmarking
30.Benchmarkingbytrackingtheperformanceofaprocessovertimeisalwaysavailable.
39Answer:
True
40Reference:
RedesigningtheProcess
41Difficulty:
Moderate
42Keywords:
benchmarking,processtime
31.Benchmarkingisacontinuous,systematicprocedurethatmeasuresafirm’sproducts,services,andprocessesagainstthoseofindustryleaders.
43Answer:
True
44Reference:
RedesigningtheProcess
45Difficulty:
Moderate
46Keywords:
benchmarking,measure,industryleader
47
32.Agreatjobofflowchartingandbenchmarkingaprocessisofonlyacademicinterestiftheproposedchangesarenotimplemented.
48Answer:
True
49Reference:
ManagingProcesses
50Difficulty:
Moderate
51Keywords:
processimplementation
33.Implementingabeautifullyredesignedprocesscompletesthecontinuousmonitoringandimprovementprocess.
52Answer:
False
53Reference:
ManagingProcesses
54Difficulty:
Moderate
55Keywords:
processimplementation,continuousprocessimprovement
56
MULTIPLECHOICE
34.Processanalysisfocuseson:
a.howworkisactuallydone.
b.whoisresponsibleforthecustomer.
c.thecustomer’sneeds.
d.thenumberofstepsinbetweensupplierandcustomer.
Answer:
a
Reference:
ProcessAnalysisAcrosstheOrganization
Difficulty:
Easy
Keywords:
processanalysis
35.WhichoftheseisNOTacoreprocessthatmanagerswouldfocusonforimprovementopportunities?
a.Supplierrelationships
b.Newproduct/servicedevelopment
c.Orderfulfillment
d.Employeetraining
Answer:
d
Reference:
ASystematicApproach
Difficulty:
Easy
Keywords:
coreprocess,opportunityidentification
36.Avoluntarysystembywhichemployeessubmittheirideasonprocessimprovementsisusedinthe:
a.scopedefinitionphaseofprocessanalysis.
b.processredesignphaseofprocessanalysis.
c.performanceevaluationphaseofprocessanalysis.
d.opportunityidentificationphaseofprocessanalysis.
Answer:
d
Reference:
ASystematicApproach
Difficulty:
Moderate
Keywords:
employeesuggestionsystem,opportunityidentification
37.Avoluntarysystembywhichemployeessubmittheirideasonprocessimprovementsiscalled:
a.processcontribution.
b.asuggestionsystem.
c.abrainstormingsession.
d.aParetosystem.
Answer:
b
Reference:
ASystematicApproach
Difficulty:
Easy
Keywords:
employeesuggestionsystem
38.
Thestepinprocessanalysisthatimmediatelyfollowsthescopedefinitionphaseisthe:
a.documentprocessphase.
b.evaluateperformancephase.
c.redesignprocessphase.
d.implementchangesphase.
Answer:
a
Reference:
ASystematicApproach
Difficulty:
Moderate
Keywords:
scopedefinition,processdocumentat
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