Exam - Week 3 ALL ANSWERS 100% CORRECT AID GRADE A+

• Question 1 4 out of 4 points A lean system is designed to expose errors and get them corrected at the source. Selected Answer: True Correct Answer: True Answer Feedback: (pp. 142 - this is true as it prevents covering errors with inventory). • Question 2 According to the service matrix proposed by Collier and Meyer, ATM services are categorized as: Selected Answer: provider routed services Correct Answer: provider routed services 4 out of 4 points Answer Feedback: (see Fig. 5.2 on pp. 89. Also, ATMs are service systems with a limited number of pathways from which customers may choose (pp. 90).) • Question 3 Which of the following statements concerning the development of operations function, mission, objectives, and strategies is true? Selected 4 out of 4 points Answer: Strategic operational decisions such as make versus buy or handcrafted versus machine-made choices guide the development of operations objectives. Correct Answer: Strategic operational decisions such as make versus buy or handcrafted versus machine-made choices guide the development of operations objectives. Answer Feedback: pp. 30 - strategic decisions indicate how operations objectives will be achieved) • Question 4 A Kaizen event is a long-term continuous improvement project. Selected Answer: True Correct Answer: False 0 out of 4 points Answer Feedback: (pp. 149 -- A kaizen event can take two days to one week.) • Question 5 4 out of 4 points seeks to eliminate defects in goods services by preventing and correcting human-generated errors: Selected Answer: poka-yoke Correct Answer: poka-yoke Answer Feedback: (pp. 138, poka-yoke, or mistake proofing seeks to eliminate defects in goods services by preventing and correcting human- generated errors.) • Question 6 4 out of 4 points The Service Profit chain indicates how customer satisfaction and loyalty along with employee satisfaction and loyalty are important to the overall profitability of the service industry. Selected Answer: True Correct Answer: True Answer Feedback: (see Fig. 5.4 on pp. 100) • Question 7 4 out of 4 points Which of the following statement(s) is/are true about kanban? Selected Answer: a, b, and c are true Correct Answer: a, b, and c are true Answer Feedback: (pp, 141-142, all the above statements accurately explain kanban) • Question 8 4 out of 4 points A major drawback of a line process is the jumbled flow, which reduces the throughput and efficiency. Selected Answer: False Correct Answer: False Answer Feedback: (Table 4.1, pp. 65. Lined flows use a sequenced flow thus enabling it to produce high volume.) • Question 9 4 out of 4 points The interfunctional approach is usually the best way to develop new products since it includes both market and technological considerations in the new product design. Selected Answer: True Correct Answer: True Answer Feedback: (pp. 42 and 55) • Question 10 Service recovery refers to: Selected 4 out of 4 points Answer: The ability to quickly compensate and recover from a service failure Correct Answer: The ability to quickly compensate and recover from a service failure Answer Feedback: (pp. 94 - Service recovery consists of the actions necessary to compensate for the failures and restore, if possible, the service requested by the customer).