Explain the Baldrige Model of Organizational Performance.
> What is customer contact?
> Explain the five elements of service-delivery system design.
> For the assembly line described in problem 39, how would the line be balanced by choosing the assignable task having the shortest task time first?
> Explain the importance of new product design and development.
> Explain the concept of scalability. Identify one low and one highly scalable organization and explain why you categorize them as such.
> Explain the benefits and challenges of using technology.
> What types of technology might a major hotel chain use to enhance the customer experience?
> How should managers choose an appropriate lot-sizing rule? Should they be chosen strictly on an economic basis, or should intangible factors be considered. Why?
> What is CRM? How does it help OM do its job?
> Explain how manufacturing and service technology strengthen the value chain.
> What is 3-D printing? Provide two examples.
> What is CAD/CAE? Provide one non-textbook example.
> Define hard and soft technology and give an example.
> How can break-even analysis help managers make decisions? Explain how the break-even point is found.
> A small assembly line for the assembly of power steering pumps needs to be balanced. Exhibit 8.14 is the precedence diagram. The cycle time is determined to be 1.5 minutes. How would the line be balanced by choosing the assignable task having the longes
> How can decision analysis be used in making technology decisions?
> Describe different types of technology and their role in manufacturing and service operations
> Define strategy. Explain how corporate, business, and functional strategies support overall strategy.
> I think the waiter wrote in an extra $25 tip on my Sun- shine Café bill after I received and signed my credit card receipt,” Mark Otter said to the restaurant manager, Brad Gladiolus. “Mr. Otter, mail me a
> What is innovation? Provide two examples from well-known companies.
> Define mass customization and provide two examples.
> What are the five competitive priorities? Cite an example of an organization that demonstrates the competitive priority.
> Describe how customers evaluate goods and services.
> Define search, experience, and credence attributes, and provide an example of each.
> Explain approaches for understanding customer wants and needs.
> Define order qualifiers and order winners.
> In problem 37, suppose the line is balanced using 14 workstations and a finished product can be produced every 4.5 minutes. a. What is the production rate in units per day? b. What is the assembly line efficiency?
> Provide three examples of McDonald’s management making choices on sustainability. (See Exhibit 1.13 in Chapter 1.)
> How would you rank McDonald’s competitive priorities in Exhibit 3.6?
> How do the concepts of master production scheduling and material requirements planning translate to a service organization? Provide an example.
> How does Dr. Hill’s strategy framework tie corporate strategy to marketing and operations strategy?
> Describe Hill’s framework for operations strategy.
> Explain the role of OM, sustainability, and operations in strategic planning.
> What is operations strategy? How can it support competitive priorities?
> Provide some examples of core competencies, and explain the value to an organization of understanding its core competencies.
> Explain how organizations seek to gain competitive advantage.
> Define innovation and learning.
> Define goods and service design flexibility and volume flexibility.
> An assembly line with 30 activities is to be balanced. The total amount of time to complete all 30 activities is 60 minutes. The longest activity takes 2.4 minutes and the shortest takes 0.3 minutes. The line will operate for 480 minutes per day. a. What
> The performance measure “time” relates to what two performance dimensions?
> Construct a BOM for your college curriculum, thinking of core courses, electives, and so on as components of the end item. How might MRP concepts apply?
> Define service upsets and give an example from personal experience.
> What are five dimensions of service quality?
> Define goods quality and service quality.
> What is a customer-satisfaction system?
> What are the eight performance measure categories for organizations?
> What is the primary theory of the service-profit chain model of organizational performance?
> What are example performance metrics for suppliers, value-creation processes, and customers in the value chain model of organizational performance?
> What are the four performance categories of the balanced scorecard approach to performance measurement?
> Use the activities and precedence relations in Exhibit 8.13 to do the following: a. Draw a precedence diagram for this assembly line. b. Balance the assembly line for an eight-hour-shift output of 30 pieces. c. Determine maximum and minimum cycle times.
> Draw a simple bill-of-materials (BOM) for an automobile given the following requirements: (a) clearly label the end item and each component, (b) the BOM must contain no more than ten items, (c) the BOM must contain at least three levels (you may count
> Research and write a short paper (two pages maximum) on how an organization has applied the TOC.
> Define actionable measures.
> What are some of the questions IBM uses to evaluate performance measures?
> How are the customer defection and customer retention rate related?
> Define the value of a loyal customer. Why is it important?
> Define interlinking. Why is it important?
> Define productivity and operational efficiency.
> Define measurement briefly.
> What are the implications of Marriott’s quote “Happy employees create happy customers”? What does this mean for human resource management?
> Select one of the following challenges facing OM: customers, technology, workforce, globalization, sustainability, or optimizing supply chains, and explain its short- and long-term impact.
> Summarize the historical development of OM.
> Interview a production manager at a nearby goods- producing company to determine how the company plans its production for fluctuating demand. What approaches does the company use?
> Bass Fishing, Inc. assembles fishing nets with aluminum handles in an assembly line using four workstations. Management wants an output rate of 200 nets per day using a 7.5-hour workday. The sum of the task times is 7.00 minutes/net. a. What is the c
> Describe the importance of data and business analytics in operations and supply chain management?
> What percent of U.S. economy jobs are in the service sector?
> Define sustainability and explain its three dimensions.
> Contrast the three different frameworks for describing value chains.
> What is a distribution center?
> Define and explain the three major types of processes in business?
> Explain the difference between value chains and supply chains.
> Define “biztainment” and provide an example.
> What is a peripheral good or service? Provide some examples.
> Provide an argument for or against adopting a chase strategy for a major airline call center.
> Describe a customer benefit package.
> Peter’s Paper Clips uses a three-stage production process: cutting wire to prescribed lengths, inner bending, and outer bending. The cutting process can produce at a rate of 200 pieces per minute; inner bending, 160 pieces per minute; and outer bending,
> Founded in 1839 to facilitate the growth and ease of commerce, the Greater Cincinnati Chamber of Commerce (www.cincinnatichamber.com) is a membership organization of approximately over 7,000 businesses and organizations in the region that surrounds Cinci
> How can an organization increase value to its customers?
> Use the Excel template VLC to find the average value of a loyal customer (VLC) in a target market segment if the average purchase price is $75 per visit, the frequency of repurchase is six times per year, the contribution margin is 10 percent, and the av
> Customers call a call center to make room reservations for a small chain of 42 motels located throughout the southwestern part of the United States. Business analytics is used to determine how and if the following performance metrics are related: time
> A key hospital outcome measure of clinical performance is length of stay (LOS); that is, the number of days a patient is hospitalized. For patients at one hospital with acute myocardial infarction (heart attack), the length of stay over the past four ye
> A computer manufacturer currently has a 20 percent customer defection rate. Their accounting department estimates the incremental contribution to profit and overhead as 35 percent. Customers purchase computers every four years at an average cost of $1,20
> The manager at Raphael's Four-Star Italian Restaurant wants to set the price of their premiere entrée. He estimates a loyal customer is worth $1,000. Based on survey data, the customer defection rate is 0.22, the repurchase frequency is once a month, and
> A retail store sells a popular cosmetic called Devine and the store manager was given $100,000 by the corporate office to improve store performance any way she thinks best. The “base case” information is a price of $3
> Research and write a short paper (two pages maxi- mum) describing how organizations use aggregate planning options in Exhibit 14.3.
> Use the Excel template VLC to estimate the value of a loyal customer for a loyal Craftsman tool buyer? Assume the contribution margin is 0.25, the purchase price is $300 for a certain set of tools, and the repurchase frequency is every 5 years, and the c
> What is a grocery store’s contribution margin (CM) if the average purchase price is $86.55 per visit, the customer defection rate is 0.10, the VLC is $1,800, and 52 purchases are made per year? Use a trial-and-error approach with the Excel template VLC t
> What is the average defection rate for grocery store shoppers in a local area of a large city if they spend $45 per visit, shop 52 weeks per year, the grocery store has a 4 percent gross margin, and the value of a loyal customer is estimated at $3,500 pe
> Refer to Exhibit 7.7, the restaurant value stream map, and recomputed the total value-added and non-value-added time and cost given the following new information. If a restaurant uses iPads to place orders and notify waiters when the customer’s order is
> Using the base case data in question 46, use the Excel template VLC to analyze how the value of a loyal customer (VLC) will change if the average customer defection rate varies between 15 and 40 percent (in increments of 5 percent) and the frequency of r
> A university currently has a recycling program for paper waste. The fixed cost of running this program is $15,000 per year. The variable cost for picking up and disposing of each ton of recyclable paper is $40. If the work is outsourced to a recycling
> The historical sales for a certain model of a single serve coffee maker in units is: January, 26; February, 21; March, 20; April, 23; May, 17; and June, 20. Using a two-month moving average, determine the forecast for July using the Moving Average Excel
> The Costello Music Company has been in business five years. During that time, its sales of electric organs has grown from 12 units to 76 units per year. Fred Costello, the firm's owner, wants to forecast next year's organ sales. The historical data follo
> Canton Supplies, Inc., is a service firm that employs approximately 100 people. Because of the necessity of meeting monthly cash obligations, the Chief Financial Officer wants to develop a forecast of monthly cash requirements. Because of a recent change
> Use the Excel template Gantt Chart to construct a Gantt chart for the early-start schedule found in problem 41, Rozales Manufacturing Co. Explain and trace the project’s critical path(s).
> Identify a goods-producing or service-providing organization and discuss how it might make aggregate planning decisions using the variables described in Exhibit 14.3.
> Use the Excel template Gantt Chart to construct an early-start Gantt chart for the computer-system installation project described in problem 39. As a project manager, where would you focus your attention, given your analysis?
> Use the Excel template Gantt Chart to develop a Gantt chart for the early start schedule for the wedding project in problem 36. Explain and trace the project’s critical path(s).
> The worksheet C17 Excel P47 Data in MindTap provides sample times in hours for processing and shipping orders from a web-based retailer. The retailer advertises that orders are shipped within four hours of receipt. What is the capability of the process t
> Use the data from the machining process in Problem 40 (worksheet C17 Excel P40 Data in MindTap) to calculate Cp, Cpl, Cpu, and Cpk, assuming that the specifications are 3.75 6 1.25. Interpret the results for the manager of this process.
