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Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.
Which of the following will you put into box 7?
A. business process criteria
B. learning and growth criteria
C. finance criteria
D. customer criteria
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 58
Which of the following situations would use a fixed-position layout?
A. ship construction
B. buffet style restaurant
C. vehicle assembly
D. supermarket
Answer: A
Explanation:
Ship construction would used a fixed-position layout. This is when you're making something that is too big/ heavy to pass through a traditional factory / conveyor belt set up. So rather than the item passing to different teams/ departments, each team / department comes to the item when it is their time to work on it. In the other examples the item (vehicle, food in the supermarket or buffet) the products get moved around- the ship is the only item that remains where it is. This question is based on the 4 types of Plant Layout on p.17. This could form part of a drag and drop question too.
NEW QUESTION # 59
The DMAIC Methodology includes five phases, what are these?
A. define, manufacture, apply, increase, conclude
B. define, measure, analyse, improve, control
C. design, manufacture, analyse, implement, control
D. design, measure, apply, improve, consult
Answer: B
Explanation:
1 is the correct answer. DMAIC stands for define, measure, analyse, improve, control. It's a common methodology applied in Six-Sigma. P.137
NEW QUESTION # 60
Companies that have high-visibility processes require higher levels of customer management skills than companies with low-visibility processes. Is this TRUE?
A. no- all companies require customer management skills
B. yes- high visibility companies often have higher operating costs because of this
C. yes- high visibility companies often have lower operating costs because of this
D. no- low visibility companies must focus on increasing levels of customer service
Answer: B
Explanation:
Firstly, the sentence is true, so you can discount options 3 and 4. A high-visibility company is one where customers see the operating process. Examples include education- students sit in the classroom so see the teaching process, and the postal service, where customers receive notifications of when parcels will be delivered. Low-visibility means the customer doesn't see the operating process, so an example of this would be agriculture or manufacturingcustomers just see the end result. Where customers see the process, companies require higher levels of customer management skills. Between options 1 and 2, 1 is correct - this is a direct quote from p.50. Where you have highvisibility, you will likely need to employ more staff, deal with customers on the phone/ in person and companies will probably have more complaints- all of which cost money.
NEW QUESTION # 61
A fast-food restaurant provides a drink machine for customers to use, which allows the customer to select the drink that they wish by putting their cup under the machine and pushing a button. The machine will first drop ice into the cup, but this button will not work unless the cup is placed on an X. What is this an example of?
A. run to breakdown
B. redundancy
C. fail safing
D. preventative maintenance
Answer: C
Explanation:
This is fail safing. Fail safing is a design feature that prevents a failure. In this case, it prevents ice being dropped on the floor if there is no cup there. There are some good examples of this on p.102
NEW QUESTION # 62
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Operations Management QUESTIONS AND TRAINING MATERIAL.
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