QB BBA Emerging Trends in Mgmnt

School of Distance Education

Emerging Trends in Management

UNIVERSITY OF CALICUTSCHOOL OF DISTANCE EDUCATION

BBA(2011 Admission Onwards)

V SemesterCore Course

Emerging Trends in ManagementQUESTION BANK

1.Which of the following is not a typical supply chain member?(a)reseller(b) wholesaler

(c )retailer's creditor(d)producer

2.When suppliers, distributors, and customers partner with each other toimprove performance of the entire system, they are participating in a..

(a)supply and demand chain(b )supply chain

(c)channel of distribution(d)value delivery network

3. A company's channel decisions directly affect every (a)competitor's actions(b)marketing decision

( c)channel member(d)employee in the channel

4.From the economic systemspoint of view ,the role of marketing intermediariesis to transform the assortment of products made by producers in to theassortment of products wanted by.

(a) consumers(b)distributors.

(c )marketers(d)manufacturers

5.Intermediaries play an important role in matching .(a)supply and demand(b) product to region

(c)information and promotion(d) manufacturer to product

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6.Which of the following is not a key function that intermediaries play incompleting transactions?

(a)negotiation(b)information

(c)negotiation(d)financing

7.In marketing terms, we say that the number of intermediary levels indicatesthe of a channel.(a)complexity(b)length

(c)involvement(d)width

8. An advantage of a channel of distribution over selling direct to consumers isthat each channel member plays a .in the channel.

(a) disciplinary role(b)decisional role

(c) specialized role(d)time saving part

9.Historically, conventional channels have lacked the leadership to.(a)assign channel member roles and attain efficiency(b)attain efficiency and assign member roles(c) set standard pricing and promotions(d) assign member roles and manage conflict

10.A Channel consisting of one or more independent producers, wholesalers orretailers that are seeking to maximize their own profits even at the expense ofprofits for the channel as a whole is a

(a)vertical distribution structure(b)vertical marketing system(c)conventional distribution channel(d)independent channel allocation

11. A corporate VMS has the advantage of controlling the entire distributionchain under

(a)single ownership(b)a profit-maximizing strategic plan(c) a few intermediaries(d)mass distribution

12. A distinguishing feature of a contractual VMS is that coordination andconflict management among the independent members of the channel areattained through.

(a)contractual agreements(b)working partnerships

(c)oral agreements(d)limited liability corporations.

13.Leadership in which type of marketing system is assumed not throughcommon ownership or contractual ties but through the size and power of oneor a few dominant channel members?

(a)administered VMS(b)horizontal marketing system(c)corporate VMS




(d)conventional marketing channel .14.Hybrid marketing systems are also called .

(a)multichannel distribution systems(b)horizontal multichannel systems(c)administered franchises(d)dual distribution systems

15.The major disadvantage of a multichannel system is that it is harder tocontrol and it can generate

(a)fewer domestic sales(b)less net profit

(c)declining employee morale(d)greater conflict

16.In many industries,traditional intermediaries are dropping by the waysidebecause of changes in and the growth of .marketing.

(a)technology;direct and online(b)franchise structure;independent(c)federal laws;business-to business(d) state and local laws;target

17.Which of the following should be the first step in designing a marketingchannel?

(a)identifying what consumers want from the channel(b)evaluating intermediaries(c)analyzing channel alternatives(d) identifying channel objectives

18.Companies should state their channel objectives in terms of targeted levels (a)customer service(b)efficiency and reduced conflict

(c)profitability(d)fair prices

19.Which type of product might require a more direct marketing channel toavoid delays and too much handling?

(a)products in their maturity stage(b) perishable products

(c)high-priced products(d) lower-priced products

20.Sometimes a producer chooses only a few dealers in a territory to distributeits products or services.Generally these dealers are given a right to..

(a) corporate(b)administered

(c)intensive(d)exclusive.

21.Channel members should be evaluated using all of the following criteriaexcept which one?

(a)control(b)economic factors

(c)adaptive criteria(d) channel leadership

22.It is common for international marketers to. their channel strategiesfor each country.

(a)adapt(b)seek approval for

(c)restrict(d)extend




23.Marketing channel management calls for selecting, managing, , andevaluating channel members over time.

(a) Reinstating(b) motivating

(c) reducing conflict(d) reducing waste

24.Most companies practice strong PRM to forge long-term relationships withchannel members.what does PRM stands for?

(a)personal roster maintenance(b)partner relationship management(c)potential relationship management(d)primary relationship management

25.Marketing logistics involves getting the right product to the right customerin the right place at the right time. Which one of the following is not includedin this process?

(a)implementing the plan for the flow of goods and services(b)gathering customer's ideas for new products(c)planning the physical flow of goods and services(d)controlling the physical flow of goods, services, and information

26.Which of the following is not an area of responsibility for a logisticsmanager?

(a)warehousing(b)inventory

(c)information systems(d)marketing

27.To reduce inventory management costs, many companies use a systemcalled, which involves carrying only small inventories of parts ormerchandise,often only enough for a few days of operation.

(a)limited inventory logistics(b)supply chain management(c)reduction-inventory management(d)just-in-time logistics

28.Which of the following transportation modes is used for digital products?(a)ship(b)rail

(c)air(d)the internet

29.Companies manage their supply chains through .(a)skilled operators(b)information

(c)transportation modes(d)the Internet

30.Julie Newmar recognizes that her company needs to provide bettercustomer service and trim distribution costs through teamwork, both insidethe company and among all marketing channel organizations. Julie will beginthe practice of..

(a)customer relationship management(b)horizontal marketing system management(c)supply chain management




(d)integrated logistics management31.Smart companies coordinate their logistics strategies and forge strongpartnership with suppliers and customers to improve customer service andreduce channel cost through

(a)cross-company teams(b) partnering(c)segregated departmentalization(d)cross functional,cross-company teams

32. Today , a growing number of firms now outsource some or all of theirlogistics to..

(a)disintermediaries(b)competitors(c)cross-functional teams(d)third-party logistics providers

33.Rolex watches can only be found in a limited number of intermediaries.This is an example of.

(a)high-end distribution(b)intensive distribution

(c)quality distribution(d)exclusive distribution

34. _______ analysis relates to what processes, activities, and decisionsactually create costs in your supply chain.

(a) Cost driver(b) Value proposition

(c) Cost reduction(d) Target costing

35. In the 1980s, Toyota and Honda outcompeted American carmakersbecause they relied on suppliers for approximately _______ percent of a carsvalue.

(a) 30(b) 45

(c) 60(d) 80

36.The _______ has made it possible for other companies to eliminateintermediaries and sell directly to the end consumer.

(a) SCM(b) Internet

(c)competition(d) global sourcing

37. Value stream mapping is an application of process mapping, developed toapply _______ principles to process improvement.

(a) management(b) lean

(c) supply chain(d) cycle time

38. A supply chain is made up of a series of processes that involve an input, a_______, and an output.

(a) shipment(b) supplier

(c) customer(d) transformation

39. _______ is a tool to chart how individual processes are currently beingconducted and to help lay out new improved processes.




(a) Process mapping(b) Pareto charting

(c) Supply chain design(d) Design chain mapping

40.Identify from the following list a major strategic risk associated withoutsourcing.

(a) Outsourcing landed cost is usually higher than insourcing cost.(b) The supplier is purchased by a competitor(c)The business loses sight of market trends.(d) The cost of supplied material is passed on to the customer.

41. _______ is the design of seamless value-added processes acrossorganization boundaries to meet the real needs of the end customer.

(a) Operations(b) Supply chain management

(c) Process engineering(d) Value charting

42. The impact of cost reduction on profits is much larger than the impact ofincreased

(a) innovation.(b) production.

(c) information.(d) sales.

43. _______ considers how your organization competes and is an essentialelement of corporate strategy.

(a) Value proposition analysis(b) Leadership

(c) A consultant(d) A competitor

44. 3PL involves using a supplier to provide _______ services.(a) marketing(b) design

(c) logistics(d) contract manufacturing

45. The collective learning in the organization, especially how to coordinatediverse production skills and integrate multiple streams of technologies, iscalled

(a) innovative constraint.(b) second-tier competency.

(c) corporate skill.(d) core competency.

46. Integration of business economics and strategic planning has given rise toa new area of study called__________.

(a) Micro Economics(b) Corporate Economics

(c) Macro Economics(d) Managerial Economics

47.. happens in manufacturing when information about consumerdemand for any product becomes increasingly distorted as it moves upstreamin the manufacturing process.

(a) information effect(b) bullwhip effect

(c) supply effect(d) demand effect

48 Supply chain is also referred as(a)supply force (b)chain of manufacturing centre




(c)logistic network (d)warehouse network49.. is a set of approaches utilized to efficiently intergrate suppliers,manufacturers,warehouses,and stores,so that merchandise is produced anddistributed,at the right quantities,to the right location ,and at the right time,inorder to minimize system wide costs while satisfying service levelrequirements.

(a)Logistic management(b)Supply chain management

(c)Operational management(d)Production management

50.The Globel Supply Chain Form identified key process thatmake up the core of supply chain management.

(a)Five(b)Six

(c)Seven(d)Eight

51.The fundamental objective of supply chain management is.(a) supply goods(b)create goods

(c) add value(d) identify supplier

52.In supply chain process.is defined as the act of buying all thoseactivities necessary to acquire goods and services consistent with userrequirements.

(a)collection(b)buying

(c) procurement(d)assembling

53.The procurement process in supply chain management renamed by GlobalSupply Chain Forum as.

(a) Demand management(b)Manufacturing flow management(c) Returns management(d) Supplier relationship management

54. The returns process in supply chain management renamed by GlobalSupply Chain Forum as..

(a)Returns Management(b)Supplier relationship management(c) Order fulfillment(d)Demand management

55. The activities in supply chain process reside inside a,but anentire process will not be contained with in one function.

(a)process(b)activity

(c)functional silo(d) objective

56. In CRM customer teams tailor to meet the needs of keyaccounts and segments of other customers.

(a) Product and Service Agreements(b) Plan Service Agreements(c) Policy Service Agreements(d) Promotion Service Agreements




57.In CRM PSA stands for.(a) Product and Service Agreements(b) Plan Service Agreements(c) Policy Service Agreements(d) Promotion Service Agreements

58.At level ,the CRM process provides the framework for managingrelationships with customers .

(a)operational(b)strategic

(c) functional(d)activity

59.The.process is the firms face to the customer.(a) Customer relationship management(b)Demand management(c) Procurement management(d) Customer service management

60.At strategic level ,the customer service management process is concernedwith designing the process for managing the

(a)CRM(b)PSA

(c)CPFR(d)VMI

61. The .. management process needs to balance the customersrequirements with the firms supply capabilities.

(a)customer relationship management(b)customer service management(c)demand management(d)operational management

62. VMI stands for.(a) Vendor Managed Inventory(b) Value Managed Inventory

(c) Vendor Marketing Inventory(d) Value marketing inventory

63.An effective .process in supply chain requires integration of firmsmanufacturing ,logistics and marketing plans.

(a)CRM(b) customer service management(c)order fulfillment(d)demand management

64.. process in supply chain includes all activities necessary formanaging the product flow through the manufacturing facilities and forobtaining ,implementing and managing flexibility.

(a) Manufacturing flow management(b) Customer relationship management(c) Customer service management(d)Demand management




65is the process in supply chain that defines how a company interactswith its suppliers.

(a) customer relationship management(b) demand management(c) supplier relationship management(d) manufacturing flow management

66.Time to market is a critical objective of process in supply chain.(a) product development and commercialization(b)demand management(c) manufacturing flow management(d)order fulfillment

67.Effective management of the .process in supply chain enables thefirm to identify productivity improvement opportunities and breakthroughprojects.

(a) product development and commercialization(b)demand management(c) manufacturing flow management(d)returns management

68. Logistics system follows the principle of advantage.(a) comparative(b)co-operative

(c) discriminating(d)productive

69.Logistics activities provide the bridge between production and marketlocations that are separated by ..and..

(a) place and product(b)time and distance

(c)process and programme(d)product and distance

70.management should know much additional revenue would begenerated through incremental improvements in the quality of customerservice provided.

(a) logistic(b) customer relationship

(c) customer service(d) demand

71. .includes design and administration of systems to control theflow of materials, WIP and finished inventory to support business unitstrategy.

a. Logistics Managementb. Materials Management

c. Bill of Materialsd. None

72. Which is not a part of basic systems of codifications?a. Alphabetical Systemb. Numerical System

c. Colour Coding Systemd. None of the above

73. and physical distribution are the two major operations oflogistics.




a. Supply Chain Managementb. Materials Management

c. Logistics Managementd. None

74. is the time that elapses between issuing replenishment order andreceiving the material in stores.

a. Replenishment timeb. Lead time

c. Idle timed. None

75. is the task of buying goods of right quality, in the rightquantities, at the right time and at the right price.

a. Supplyingb. Purchasing

c. Scrutinizingd. None

76. Which of the following is not a component of 4PL?a. Control Room (Intelligence)b. Resource Providers

c. Informationd. Recycling

77. Which of the following is not a part of Supply chain Management system?a. Supplierb. Manufacturerc. Information Flow

d. Competitore. Customer

78. ..is the provision of service to customers before, duringand after a purchase.

a. Customer Serviceb. Product Management

c. Purchase managementd. None of the above

79. Buying according to the requirements is called a. Seasonal Buyingb. Hand to mouth buyingc. Scheduled Buying

d. Tender Buyinge. Speculative Buying

80.ROLA in logistic management means.(a)Return On Local Assets(b)Return On Logistics Assets(c)Requirement Of Local Assets(d)Requirement Of Logistics Assets

81..is a part of supply chain management(a) Financial management(b) Human resource management

(c)Marketing management(d) Logistic management

82.Material management function in logistics management known as (a) out-bound logistics(b) in-bound logistics

(c) material logistics(d)production logistics

83logistics function ensures timely availability of semi processedmaterials and components inventory to support the production schedule.




(a)procurement function(b)production function

(c)physical distribution function(d)material management function

84.Marketing logistics in logistics management known as..(a) out-bound logistics(b)in-bound logistics

(c)material logistics(d)production logistics

85.Production function of logistics is also called (a)manufacturing function(b)operation function

(c) both (a) and (b)(d)none of the above

86..system in logistic management refers to a set of activitiesconcerned with storage and flow of all materials,information and controlsystem in a cost-efficient manner.

(a) operating(b)physical

(c)integrated(d)distribution

87 of a logistic system design taking in to consideration all thecosts of the integrated system.

(a) inventory anlysis(b)production analysis

(c)benefit analysis(d)total cost analysis

88.Apart from economic and non-economic benefits ,is the main arteryof logistics and supply chain management for the movement of goods.

(a)warehousing(b)production

(c)storage(d)transportation

89.Modes of transportation includes(a)wholesaler(b)retailer

(c)producer(d)pipeline

90.The determination of transport rate and price are normally based oneconomic ,shipper and carrier factor, followed by alternative..

(a)production strategies(b)promotion strategies

(c)pricing strategies(d)distribution strategies

91.Material handling is a branch of engineering which deals with themovements of between two or more different points.

(a)goods(b)material

(c)product(d)place

92. The six Rs abourt operational objective of logistic management includesRight response,Right quality,Right quantity,Right value,Right cost trade-offs,and..

(a) Right production(b) Right place

(c)Right information(d)Right person

93.From the following which one is not include in inventory managementtechniques




(a)MRP (b)DRP (c) TQM (d)JIT94. Think on the best and then on the rest is related with

(a)ABC (b)VED (c)JIT (d)MRP95. LIS in logistics stands for

(a) logistical inventory system(b)logistical investment system

(c) logistical input system(d)logistical information system

96 emphasis on to do what you are best at and leave all other non-value-added activities to more suited players.

(a) core management(b) core competency

(c) core production(d) core capacity

97. The business activity of farming out identified non-core activities toexternal agencies came to be known as

(a) marketing(b)out sourcing

(c) production(d)agency

98.3PL providers are specialized service providers with core competency inmanaging

(a)Mechanical operation(b)Material operation

(c)logistics operation(d)Finance operation

99. Third party service providers are going for collaborations, mainly withconsultancies and technology providers .This evolution in supply chainoutsourcing is called.

(a)3PLs(b)4PLs

(c)outsourcing(d)amalgamation

100.. objective in logistics ensure a proper balance between totallogistic cost and a desired level of customer service performance.

(a)Right value(b)Right information

(c)Right quality(d)Right cost trade-offs

101.Logistics add value by creating . Utilities.(a)time and place(b)risk

(c)protection(d)promotion

102. The gift of logistics system is the same level of customer service can bemaintained with a

(a) higher inventory(b)lower inventory

(c)total inventory(d) valued inventory

103.The term Logistics stems from the Greek word(a)logico(b)lobistico

(c)logisticos(d)logo




104..technical report (1981)defines logistics as the science of planningand carrying out the movement and maintenance of forces.

(a) Japan air force(b) Indian air force(c) Briton ait force(d) US air force

105.In the evolution of logistics ,the objective of maximize the profit by acorresponding maximization of sales was the objective in ..stage.

(a)Independent business function era (till 1950)(b)limited internally integrated business function era (1960-70)(c) fully internally integrated business function era (1980s)(d)externally integrated business function era (1990s)

106.To control cost and output was the survival of the firm in the competitivemarket due to their price based competitive capacity, this was the objectiveinera of logistic evolution.


107.The overall performance of corporate enterprises in terms of increasedproductivity ,profitability, and market share were the out put in..stage oflogistic evolution.


108.The out put of era is the maximization of customer value andharmonious long run relationship between all supply chain members.


109.Strategic logistics planning process starts with the definition of(a) corporate vision(b)logistic strategic analysis

(c)logistic planning(d)managing change

110. After defining corporate vision, the next step in strategic planning processis.

(a) corporate vision(b)logistic strategic analysis


111.The effective implementation of logistic strategy includes in stage.(a) corporate vision(b)logistic strategic analysis





112.The managing change by developing a cohesive environment in theorganization is included in .stage of strategic planning process.

(a) corporate vision(b)logistic strategic analysis


113. Proper definition and communication of logisticsobjective areprerequisites for the development,implementation,administration,and controlof logistic system design.

(a)strategic(b)operational

(c)managerial(d)technical

114.requires cradle to cradle logistics(a) quality(b) inventory reduction

(c) life cycle support(d) responsiveness.

115.is a standard of performance.a)cross docking(b)milk runs

(c)autonomation(d)benchmarking

116is a route in which a truck either delivers product from a singlesupplier to multiple retailers or goes from multiple suppliers to single retailer.

(a)cross docking(b)milk runs

(c)autonomation(d)direct shipping

117..is the movement of material from receiving docks directly to theshipping docks.

(a)cross docking(b)milk runs


118. From the following which one is not included in distribution strategies(a)cross docking(b)milk runs


119.In .approch the supplier and not the retailer, is responsibleformanaging and replenishing inventory.

(a) JIT(b) QRM

(c) VMI(d)MRP

120.The father of JIT(a) Taylor(b)Taiichi Ohno

(c)James Morehouse(d)Drucker

121..means to build in a mechanism a means to prevent massproduction of defective work in machine or product line.

(a) kenban system(b) autonomation

(c) two-bin system(d) JIT

122is a information system to harmoniously control the productionquantities in every process .It is a tool to achieve just in time production.




(a)kenban system(b)autonomation

(c)two-bin system(d)JIT

123..is a company wide strategy to cut lead times in all phases ofmanufacturing and office operation.

(a)JIT(b)QRM

(c)VMI(d)MRP

124..is a small group of employees in the same work area or doingsimilar work who voluntarily meet regularly to identify,analyse and resolvework related problems leading to improvement in their total performance.

(a)quality council(b)quality method

(c)quality system(d)quality circles

125.In order to build quality in the culture, a..is established toprovide overall direction.It is the driver for the TQM engine.

(a)quality council(b)quality method

(c)quality system(d)quality circles

126.Public responsibility is a..in TQM.(a)technique(b)process

(c)method(d)principle

127.The five pillars of TQMinclude-product,process,system,people,and...

(a) motivation(b)communication

(c)leadership(d)supervision

128.Quality planning does not include(a)Identify the customers(b)determine their needs(c)determine levels of management(d)optimize the product features to meet our and customer needs.

129.Broadly quality does not include(a) fitness for use(b)grade

(c)degree of excellence(d) price

130.From the following which one is not included in quality cost.(a)internal failure cost(b)appraisal cost

(c)prevention cost(d)implicit cost

131. "Quality is defined by the customer" isa. an unrealistic definition of qualityb. a user-based definition of qualityc. a manufacturing-based definition of qualityd. a product-based definition of qualitye. the definition proposed by the American Society for Quality Control




132. Which of the following is not one of the major categories of costsassociated with quality?

a. prevention costsb. appraisal costsc. internal failuresd. external failurese. none of the above, they are all major categories of costs associated

with quality133. According to the manufacturing-based definition of quality,

a. quality is the degree of excellence at an acceptable price and thecontrol of variability at an acceptable cost

b. quality depends on how well the product fits patterns of consumerpreferences

c. even though quality cannot be defined, you know what it isd. quality is the degree to which a specific product conforms to standards

134. All of the following costs are likely to decrease as a result of better qualityexcept

a. customer dissatisfaction costsb. inspection costsc. scrap costs

d. warranty and service costse. maintenance costs

135. Inspection, scrap, and repair are examples ofa. internal costsb. external costs

c. costs of dissatisfactiond. societal costs

136. ISO 9000 seeks standardization in terms ofa. productsb. production procedures

c. suppliers' specificationsd. procedures to manage quality

137. Which of the following is true about ISO 14000 certification?a. it is a prerequisite for ISO 9000 certificationb. it indicates a higher level of adherence to standards than ISO 9000c. it is only sought by companies exporting their goodsd. it deals with environmental management

138. Total Quality Management emphasizesa. the responsibility of the Quality Control staff to identify and solve all

quality-related problemsb. a commitment to quality that goes beyond internal company issues to

suppliers and customersc. a system where strong managers are the only decision makersd. a process where mostly statisticians get involved

139. A successful TQM program incorporates all of the following excepta. continuous improvementb. employment involvementc. benchmarkingd. centralized decision making authority




140. "Kaizen" is a Japanese term meaninga. a foolproof mechanismb. Just-in-time (JIT)c. a fishbone diagramd. setting standardse. continuous improvement

141. Based on his 14 Points, Deming is a strong proponent ofa. inspection at the end of the production processb. an increase in numerical quotas to boost productivityc. looking for the cheapest supplierd. training and knowledge

142. The philosophy of zero defects isa. unrealisticb. prohibitively costlyc. an ultimate goal; in practice, 1 to 2% defects is acceptabled. consistent with the commitment to continuous improvement

143. Quality Circles members area. paid according to their contribution to qualityb. external consultants designed to provide training in the use of Quality

toolsc. always machine operatorsd. all trained to be facilitatorse. none of the above, all of the statements are false

144. The process of identifying other organizations that are best at some facetof your operations and then modeling your organization after them is known as

a. continuous improvementb. employee empowermentc. benchmarkingd. copycattinge. patent infringement

145. Costs of dissatisfaction, repair costs, and warranty costs are elements ofcost in thea. Taguchi Loss Functionb. Pareto Chartc. ISO 9000 Quality Cost Calculatord. Process Chart

146. A quality loss function utilizes all of the following costs excepta. the cost of scrap and repairb. the cost of customer dissatisfactionc. inspection, warranty, and service costsd. sales costse. costs to society




147. Pareto charts are used toa. identify inspection points in a processb. outline production schedulesc. organize errors, problems or defectsd. show material flow

148. Pareto charts are used toa. identify inspection points in a processb. organize errors, problems or defectsc. outline production schedulesd. show an assembly sequencee. provide guidelines for quality training

149. Among the tools of TQM, the tool ordinarily used to aid in understandingthe sequence of events through which a product travels is a

a. Pareto chartb. Flow chart

c. check sheetd. Taguchi map

150. The process improvement technique that sorts the "vital few" from the"trivial many" is

a. Taguchi analysisb. Pareto analysis

c. benchmarkingd. Yamaguchi analysis

151. A fishbone diagram is also known as aa. cause-and-effect diagramb. poka-yoke diagram

c. Kaizen diagramd. Taguchi diagram

152. If a sample of parts is measured and the mean of the measurements isoutside the control limits the process is

a. in control, but not capable of producing within the established controllimits

b. out of control and the process should be investigated for assignablevariation

c. within the established control limits with only natural causes ofvariation

d. monitored closely to see if the next sample mean will also fall outsidethe control limits

e. none of the above153. A quality circle holds a brainstorming session and attempts to identify thefactors responsible for flaws in a product. Which tool do you suggest they useto organize their findings?

a. Ishikawa diagramb. Pareto chart

c. process chartd. control charts

154. When a sample measurement falls inside the control limits, it means thata. each unit manufactured is good enough to sellb. the process limits cannot be determined statisticallyc. the process output exceeds the requirementsd. if there is no other pattern in the samples, the process is in control




155. Which of the following is true regarding control charts?a. Values above the upper and lower control limits indicate points out of

adjustment.b. Control charts are built so that new data can be quickly compared to

past performance data.c. Control charts graphically present data.d. Control charts plot data over time.e. All of the above are true.

156. The goal of inspection is toa. detect a bad process immediatelyb. add value to a product or servicec. correct deficiencies in productsd. correct system deficiencies

157. Which of the following is not a typical inspection point?a. upon receipt of goods from your supplierb. during the production processc. before the product is shipped to the customerd. at the supplier's plant while the supplier is producinge. after a costly process

158. "Poka-yoke" is the Japanese term fora. cardb. foolproofc. continuous improvementd. fishbone diagrame. Just-in-time production

159. A worker operates a shear press. She notices that the metal sheets she iscutting have curled edges. Who should get the first "shot" at solving theproblem?

a. the foremanb. a member of the Quality Control departmentc. the operator herselfd. an engineere. the employee's supervisor

160. A recent consumer survey conducted for a car dealership indicates that,when buying a car, customers are primarily concerned with the salesperson'sability to explain the car's features, the salesperson's friendliness, and thedealer's honesty. The dealership should be especially concerned with whichdimensions of servicequality?

a. communication, courtesy, and credibilityb. competence, courtesy, and securityc. competence, responsiveness, and reliabilityd. communication, responsiveness, and reliability




161. Which of the following has been the main driver to the globalization ofbusiness?

a. The higher standards of living in the U.S. and Europeb. Technologyc. The NAFTA trade agreementd. The increasing ethnic diversity within countriese. Improved political stability

162. Operations management is applicablea. mostly to the service sectorb. to services exclusivelyc. mostly to the manufacturing sectord. to manufacturing and service sectorse. to the manufacturing sector exclusively

163. Walter Shewhart is listed among the important people of operationsmanagement because of his contributions to

a. assembly line productionb. measuring the productivity in the service sectorc. Just-in-time inventory methodsd. statistical quality controle. all of the above

164. Henry Ford is noted for his contributions toa. standardization of partsb. statistical quality controlc. assembly line operationsd. scientific managemente. time and motion studies

165. Taylor and Deming would have both agreed thata. Whirlpool's global strategy is a good oneb. Eli Whitney was an important contributor to statistical theoryc. management must do more to improve the work environment and its

processes so that quality can be improvedd. productivity is more important than qualitye. the era of Operations Management will be succeeded by the era of

scientific management166. Who among the following is associated with contributions to qualitycontrol in operations management?

a. Charles Babbageb. Henry Fordc. Frank Gilbrethd. W. Edwards Deminge. Henri Fayol

167. The field of operations management is shaped by advances in which ofthe following fields?




a. chemistry and physicsb. industrial engineering and management sciencec. biology and anatomyd. information sciencese. all of the above

168. The five elements in the management process area. plan, direct, update, lead, and superviseb. accounting/finance, marketing, operations, and managementc. organize, plan, control, staff, and managed. plan, organize, staff, lead, and controle. plan, lead, organize, manage, and control

169. The responsibilities of the operations manager includea. planning, organizing, staffing, procuring, and reviewingb. forecasting, designing, planning, organizing, and controllingc. forecasting, designing, operating, procuring, and reviewingd. planning, organizing, staffing, leading, and controllinge. designing and operating

170. Which of the following is not an element of the management process?a. pricingb. staffing

c. planningd. controlling

e. leading

171. An operations manager is not likely to be involved ina. the design of products and services to satisfy customers' wants and

needsb. the quality of products and services to satisfy customers' wants and

needsc. the identification of customers' wants and needsd. work scheduling to meet the due dates promised to customerse. forecasting sales

172. All of the following decisions fall within the scope of operationsmanagement except for

a. financial analysisb. design of products and processesc. location of facilitiesd. quality managemente. all of the above fall within the scope of operations management

173. Which of the following are the primary functions of all organizations?a. operations, marketing, and human resourcesb. marketing, human resources, and finance/accountingc. sales, quality control, and operationsd. marketing, operations, and finance/accountinge. research and development, finance/accounting, and purchasing




174. Budgeting, paying the bills, and collection of funds are activitiesassociated with the

a. management functionb. control functionc. finance/accounting functiond. production/operations functione. staffing function

175. Which of the following would not be an operations function in a fast-foodrestaurant?

a. making hamburgers and friesb. advertising and promotionc. maintaining equipmentd. designing the layout of the facilitye. purchasing ingredients

176. The three major functions of business organizationsa. are mutually exclusiveb. exist independently of each otherc. overlapd. function independently of each othere. do not interface with each other

177. The marketing function's main concern is witha. producing goods or providing servicesb. procuring materials, supplies, and equipmentc. building and maintaining a positive imaged. securing monetary resourcese. generating the demand for the organization's products or services

178. Current trends in operations management include all of the followingexcept

a. Just-in-time performanceb. rapid product developmentc. mass customization

d. empowered employeese. mass production

179. The service industry makes up approximately what percentage of all jobsin the United States?

a. 20%b. 40%

c. 66%d. 74%

e. 90%

180. Typical differences between goods and services do not includea. cost per unitb. ability to inventory itemsc. timing of production and consumptiond. customer interactione. knowledge content

181. Which is not true regarding differences between goods and services?




a. Services are generally produced and consumed simultaneously,tangible goods are not.

b. Services tend to be more knowledge-based than products.c. Services tend to have a more inconsistent product definition than

goods.d. Goods tend to have higher customer interaction than services.e. None of the above are true.

182. Which of the following is not a typical attribute of goods?a. output can be inventoriedb. often easy to automatec. aspects of quality difficult to measured. output can be resolde. production and consumption are separate

183. Which of the following services is not unique, i.e., customized to aparticular individual's needs?

a. hairdressingb. elementary educationc. legal services

d. dental caree. computer consulting

184. Which of the following is not a typical service attribute?a. intangible productb. easy to storec. customer interaction is highd. simultaneous production and consumptione. difficult to resell

185. Gibson Valves produces cast bronze valves on an assembly line. If 1600valves are produced in an 8-hour shift, the productivity of the line is

a. 2 valves/hrb. 40 valves/hrc. 80 valves/hr

d. 200 valves/hre. 1600 valves/hr

186. Gibson Valves produces cast bronze valves on an assembly line, currentlyproducing 1600 valves each 8-hour shift. If the productivity is increased by10%, it would then be

a. 180 valves/hrb. 200 valves/hrc. 220 valves/hr

d. 880 valves/hre. 1760 valves/hr

187. Gibson Valves produces cast bronze valves on an assembly line, currentlyproducing 1600 valves each 8-hour shift. If the production is increased to2400 valves each 8-hour shift, the productivity will increase by

a. 10%b. 20%

c. 25%d. 40%

e. 50%

188. The Dulac Box plant produces 500 cypress packing boxes in two 10-hourshifts. What is the productivity of the plant?




a. 25 boxes/hrb. 50 boxes/hr

c. 5000 boxes/hrd. none of the above

e. not enough data to determine productivity189. The Dulac Box plant produces 500 cypress packing boxes in two 8-hourshifts. The use of new technology has enabled them to increase productivity by30%. Productivity is now approximately

a. 32.5 boxes/hrb. 40.6 boxes/hr

c. 62.5 boxes/hrd. 81.25 boxes/hr

e. 300 boxes/hr

190. The Dulac Box plant produces 500 cypress packing boxes in two 10-hourshifts. Due to higher demand,they have decided to operate three 8-hour shiftsinstead. They are now able to produce 600 boxes per day. What has happenedto production?

a. it has increased by 50 sets/shiftb. it has increased by 37.5 sets/hrc. it has increased by 20%d. it has decreased by 8.3%e. it has increased by 9.1%

191. Productivity measurement is complicated bya. the competition's outputb. the fact that precise units of measure are often unavailablec. stable qualityd. the workforce sizee. the type of equipment used

192. The total of all outputs produced by the transformation process dividedby the total of the inputs is

a. utilizationb. greater in manufacturing than in servicesc. defined only for manufacturing firmsd. multi-factor productivitye. none of the above

193. Which of the following inputs has the greatest potential to increaseproductivity?

a. laborb. globalization

c. managementd. capital

e. none of the above

194. Productivity can be improved bya. increasing inputs while holding outputs steadyb. decreasing outputs while holding inputs steadyc. increasing inputs and outputs in the same proportiond. decreasing inputs while holding outputs steadye. none of the above

195. The largest contributor to productivity increases is ________, estimated tobe responsible for _____ of the annual increase.




a. management; one-halfb. Mr. Deming; one-halfc. labor; two-thirds

d. capital; 90%e. technology; over one-half

196. Which of the following is not true when explaining why productivity tendsto be lower in the service sector than in the manufacturing sector?

a. Services are typically labor intensive.b. Services are often difficult to evaluate for quality.c. Services are often an intellectual task performed by professionals.d. Services are difficult to automate.e. Service operations are typically capital intensive.

197. Three commonly used productivity variables area. quality, external elements, and precise units of measureb. labor, capital, and managementc. technology, raw materials, and labord. education, diet, and social overheade. quality, efficiency, and low cost

198. The service sector has lower productivity improvements than themanufacturing sector because

a. the service sector uses less skilled labor than manufacturingb. the quality of output is lower in services than manufacturingc. services usually are labor intensived. service sector productivity is hard to measuree. none of the above

199. Productivity tends to be more difficult to improve in the service sectorbecause the work is

a. often difficult to automateb. typically labor intensivec. frequently individually processedd. often an intellectual task performed by professionalse. all of the above

200..is a predictable degree of uniformity and dependability,at low costand suited to the market.

(a) quantity(b) quality

(c) system(d) process

201.The 5 pillars of TQM includes product,process,system,people and..(a) communication(b)Motivation

(c) leadership(d)resource

202.is a short declaration of what an organisation aspires to betomorrow.It is the ideal state that might never reached but which youcontinuously strive to achieve.

(a) mission(b) vision

(c) strategy(d) operation




ANSWERS

1-d 41-b 81-d 121-b 161-b 201-c2-d 42-d 82-b 122-a 162-d 202-b3-b 43-a 83-b 123-b 163-d4-a 44-c 84-a 124-d 164-c5-a 45-d 85-c 125-a 165-c6-d 46-b 86-c 126-d 166-d7-b 47-b 87-d 127-c 167-e8-c 48-c 88-d 128-c 168-e9-d 49-b 89-d 129-d 169-d10-c 50-d 90-c 130-d 170-a11-a 51-c 91-b 131-b 171-c12-a 52-c 92-c 132-e 172-a13-a 53-d 93-c 133-d 173-d14-a 54-a 94-a 134-e 174-c15-d 55-c 95-d 135-a 175-b16-a 56-a 96-b 136-d 176-c17-a 57-a 97-b 137-d 177-e18-a 58-b 98-c 138-b 178-e19-b 59-d 99-b 139-d 179-d20-d 60-b 100-d 140-e 180-a21-d 61-c 101-a 141-d 181-d22-a 62-a 102-b 142-d 182-c23-b 63-c 103-c 143-e 183-b24-b 64-a 104-d 144-c 184-b25-b 65-c 105-a 145-a 185-d26-d 66-a 106-b 146-d 186-c27-d 67-d 107-c 147-c 187-e28-d 68-a 108-d 148-b 188-a29-b 69-b 109-a 149-b 189-b30-d 70-a 110-b 150-b 190-c31-d 71-a 111-c 151-a 191-b32-d 72-d 112-d 152-b 192-d33-d 73-b 113-b 153-a 193-c34-a 74-b 114-c 154-d 194-d35-d 75-b 115-d 155-e 195-a36-b 76-d 116-b 156-a 196-e37-b 77-d 117-a 157-e 197-b38-d 78-a 118-c 158-b 198-c39-a 79-b 119-c 159-c 199-e40-b 80-b 120-b 160-a 200-b

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