A local restaurant is concerned about their ability to provide quality service as they continue to grow and attract more customers. They have collected data from Friday and Saturday nights, their busiest time of the week. During these time periods about 75 customers arrive per hour for service. Given the number of tables and chairs, and the typical time it takes to serve a customer, they figure they can serve on average about 100 customers per hour. During these nights, are they in the zone of service, the critical zone, or the zone of non-service?
> Describe the generic product development process described in this chapter. How does this process change for technology push products?
> Coca-Cola is a well-established consumer products company with a strong position in the global market. The sales of their core soda products have remained relatively stable for decades, yet the company has continued to grow and has remained extremely pr
> What factors must be traded off in the product development process before introducing a new product?
> What does an inverted triangle represent in a value stream map?
> Do the concepts of complexity and divergence apply to an online sales company such as Dell Computer?
> A small manufacturing facility is being planned that will feed parts to three heavy manufacturing facilities. The locations of the current plants with their coordinates and volume requirements are given in the following table. Use the centroid method t
> Discuss the product design philosophy behind industrial design and design for manufacture and assembly. Which one do you think is more important in a customer-focused product development?
> The Swedish retailer dominates markets in 32 countries, and now it’s poised to conquer North America. Its battle plan: Keep making its offerings less expensive, without making them cheap. Above all else, one factor accounts for IKEA’s success: good quali
> What methods are used to increment time in a simulation model? How do they work?
> In value stream mapping, what does an arrow in the shape of a lightning bolt mean?
> Would a warm paraffin hand treatment during your dental cleaning or dental treatment put you at ease and make the process more bearable? That is the idea behind the new “dental spa” services opening in major cities throughout the United States. Beyond ca
> Which type of system is likely to have a faster learning rate – one with primarily highly automated equipment or one that is very labor intensive?
> “Timbuk2 is more than a bag. It’s more than a brand. Timbuk2 is a bond. To its owner, a Timbuk2 bag is a dependable, everyday companion. We see fierce, emotional attachments form between Timbuk2 customers and their bags all the time. A well-worn Timbuk2
> What are the two main competitive dimensions related to product delivery?
> What is the term used to describe product attributes that attract certain customers and can be used to form the competitive position of a firm?
> Relative to the behavioral science discussion, what practical advice do you have for a hotel manager to enhance the ending of a guest's stay in the hotel?
> How often should a company develop and refine the operations and supply chain strategy.
> What is the term used to describe individuals or organizations that are influenced by the actions of a firm?
> Sycamore Plastics (SP) is a manufacturer of polyethylene plastic pellets used as a raw material by manufacturers of plastic goods around the U.S. SP currently operates four manufacturing centers in Philadelphia, PA; Atlanta, GA; St. Louis, MO; and Salt L
> A firm’s strategy should describe how it intends to create and sustain value for what entities?
> What is the term used to refer to the flow of work through a hospital?
> Shell Oil Company’s motto “People, Planet and Profit” is a real-world implementation of what OSCM concept?
> A fast-food restaurant serves hamburgers, cheeseburgers, and chicken sandwiches. The restaurant counts a cheeseburger as equivalent to 1.25 hamburgers and chicken sandwiches as 0.8 hamburger. Current employment is five full-time employees who each work a
> The following table represents a plan for a project: Construct the appropriate network diagram. Indicate the critical path. What is the expected completion time for the project? You can accomplish any one of the following at an additional cost of $1,50
> A parcel delivery company delivered 103,000 packages last year, when its average employment was 84 drivers. This year the firm handled 112,000 deliveries with 96 drivers. What was the percentage change in productivity over the two years?
> A retail store had sales of $45,000 in April and $56,000 in May. The store employs eight full-time workers who work a 40-hour week. In April the store also had seven part-time workers at 10 hours per week, and in May the store had nine part-timers at 15
> Jack Simpson, contract negotiator for Nebula Airframe Company, is currently involved in bidding on a follow-up government contract. In gathering cost data from the first three units, which Nebula produced under a research and development contract, he fou
> Sarah’s Muffler Shop has one standard muffler that fits a large variety of cars. Sarah wishes to establish a reorder point system to manage inventory of this standard muffler. Use the following information to determine the best order si
> An electronics company makes communications devices for military contracts. The company just completed two contracts. The navy contract was for 2,300 devices and took 25 workers two weeks (40 hours per week) to complete. The army contract was for 5,500 d
> Two types of cars (Deluxe and Limited) were produced by a car manufacturer last year. Quantities sold, price per unit, and labor hours follow. What is the labor productivity for each car? Explain the problem(s) associated with the labor productivity.
> Live Trap Corporation received the data below for its rodent cage production unit. Find the total productivity? Output Input 50,000 cages Production time 620 labor hours Sales price: $3.50 per unit Wages $7.50 per hour Raw materials (total cost)
> A general rule of designing hospital layouts is to separate patient/visitor flow from what?
> Logistics accounts for about what percent of the U.S. gross domestic product?
> What is the term used to describe the assessment of the probability of a negative event against the aggregate severity of the related loss?
> Match the following common risks with the appropriate mitigation strategy. Country risks A. Detailed tracking, alternate suppliers B. Careful selection and monitoring of suppliers C. Contingency planning, insurance D. Good legal advice, compliance E
> Risks caused by natural or manmade disasters, and therefore impossible to reliably predict, called?
> What is defined as the likelihood of disruption that would impact the ability of a company to continuously supply products or services?
> Must you use a computer to get good information from a simulation? Explain.
> In implementing supply chain strategy, a firm must minimize its total cost without compromising the needs of what group of people?
> University Drug Pharmaceuticals orders its antibiotics every two weeks (14 days) when a salesperson visits from one of the pharmaceutical companies. Tetracycline is one of its most prescribed antibiotics, with an average daily demand of 2,000 capsules. T
> What is the diagram that shows how a company’s strategy is delivered by a set of supporting activities?
> What are the two characteristics of a product or service that define quality?
> How do facility location decisions differ for service facilities and manufacturing plants?
> In hospitals, dashboards are often used to display performance measures on a routine basis. What type of dashboard tracks metrics such as mortality rate, quality improvement, and readmission rates?
> Ray’s Satellite Emporium wishes to determine the best order size for its best-selling satellite dish (Model TS111). Ray has estimated the annual demand for this model at 1,000 units. His cost to carry one unit is $100 per year per unit, and he has estima
> Explain how a non-bottleneck can become a bottleneck.
> Most manufacturing firms try to balance capacity for their production sequences. Some believe that this is an invalid strategy. Explain why balancing capacity does not work.
> The following list of jobs in a critical department includes estimates of their required times. a. Use the shortest operation time rule to schedule these jobs. What is the schedule? What is the mean flow time? b. The boss does not like the schedule in p
> Christine has three cars that must be overhauled by her ace mechanic, Megan. Given the following data about the cars, use the least slack per remaining operation to determine Megan’s scheduling priority for each car. Customer Pick
> The MediQuick lab has three lab technicians available to process blood samples and three jobs that need to be assigned. Each technician can do only one job. The following table represents the lab’s estimate (in dollars) of what it will
> The following table gives the operation times and due dates for five jobs that are to be processed on a machine. Assign the jobs according to the shortest operation time and calculate the mean flow time. Processing Due Date Job Time (Days Hence) 10
> The following wait staff members are needed at a restaurant. Use the first-hour principle to generate a personnel schedule. Assume a four-hour shift. Period 11 А.М. Noon 1 P.м. 2 P.м. 3 Р.М. 4 Р.М. 5 Р.М. 6 Р.М. 7 Р.М. 8 Р.М. 9 Р.М. Requirements 4 8
> Are service operations with a high degree of customer contact more or less difficult to control than those with a low degree of customer contact?
> A hotel has to schedule its receptionists according to hourly loads. Management has identified the number of receptionists needed to meet the hourly requirement, which changes from day to day. Assume each receptionist works a four-hour shift. Given the f
> Lakeside Bakery bakes fresh pies every morning. The daily demand for its apple pies is a random variable with (discrete) distribution, based on past experience, given by Each apple pie costs the bakery $6.75 to make and is sold for $17.99. Unsold apple
> The periodic inspection and repair of equipment designed to keep the equipment reliable, thus eliminating unplanned downtime due to malfunctions is called _______________________.
> The following matrix contains the costs (in dollars) associated with assigning Jobs A, B, C, D, and E to Machines 1, 2, 3, 4, and 5. Assign jobs to machines to minimize costs. Machines Jobs 1 2 3 4 5 A 6 11 12 3 10 B 5. 12 10 9 C 7 14 13 8 12 D. 4 1
> Joe has achieved a position of some power in the institution in which he currently resides and works. In fact, things have gone so well that he has decided to divide the day-to-day operations of his business activities among four trusted subordinates: Bi
> In a workcenter, six machinists were uniquely qualified to operate any one of the five machines in the shop. The workcenter had considerable backlog, and all five machines were kept busy at all times. The one machinist not operating a machine was usually
> The following matrix shows the costs in thousands of dollars for assigning Individuals A, B, C, and D to Jobs 1, 2, 3, and 4. Solve the problem showing your final assignments in order to minimize cost. Assume that each job will be assigned to one individ
> Schedule the following six jobs through two machines in sequence to minimize the flow time using Johnson’s rule. Operations Time Job Machine 1 Machine 2 5 2 16 15 1 9 13 11 E 17 18 N LO AB
> Joe is the production scheduler in a brand-new custom refinishing auto service shop located near the border. This system is capable of handling 10 cars per day. The sequence is customizing first, followed by repainting. In what sequence should Joe sche
> Hoosier Manufacturing operates a production shop that is designed to have the lowest unit production cost at an output rate of 100 units per hour. In the month of July, the company operated the production line for a total of 175 hours and produced 16,90
> Jobs A, B, C, D, and E must go through Processes I and II in that sequence (Process I first, then Process II). Use Johnson’s rule to determine the optimal sequence in which to schedule the jobs to minimize the total required time.
> Seven jobs must be processed in two operations: A and B. All seven jobs must go through A and B in that sequence—A first, then B. Determine the optimal order (shortest flow time to complete all the jobs) in which the jobs should be sequ
> Discuss the nature of the costs that affect inventory size. a. How does shrinkage (stolen stock) contribute to the cost of carrying inventory? How can this cost be reduced? b. How does obsolescence contribute to the cost of carrying inventory? How can
> What is the term used for the bundle of goods and services that are provided in some environment by every service operation?
> What term refers to a schedule that pulls material into final assembly at a constant rate?
> Bill Edstrom, managing partner at a biomedical consulting firm, has requested your expert advice in devising the best schedule for the following consulting projects, starting on February 2. The consulting firm charges a flat rate of $4,000 per day. All
> The following table contains information regarding jobs that are to be scheduled through one machine. a. What is the first-come, first-served (FCFS) schedule? b. What is the shortest operating time (SOT) schedule? c. What is the slack time remaining (S
> A manufacturing facility has five jobs to be scheduled into production. The following table gives the processing times plus the necessary wait times and other necessary delays for each of the jobs. Assume that today is April 3, that the facility will wor
> What do we generally call an area in a business where productive resources are organized and work is completed?
> What is the term used for an information system that links, schedules, dispatches, tracks, monitors, and controls customer encounters with a service organization?
> Which simple scheduling concept can be applied to help schedule workers for service operation with changing staffing requirements throughout the day?
> What feature of manufacturing planning and control systems operates under the premise that planned work input to a work center should never exceed the planned work output?
> What shop-floor control document tells the supervisor which jobs are to be run, in what order, how long each will take?
> Distinguish between in-process inventory, safety stock inventory, and seasonal inventory.
> A company has a factory that is designed so that it is most efficient (average unit cost is minimized) when producing 15,000 units of output each month. However, it has an absolute maximum output capability of 17,250 units per month, and can produce as
> Which graphical tool commonly used in project management is also very useful in shop-floor control?
> What lean concept relates to eliminating non-value-added steps and waste in product storage processes?
> A psychological therapist treats patients according to their individual needs. Patients are all treated in the same office on a scheduled basis. Each patient’s treatment is customized for the individual according to the therapist’s professional trainin
> What is another common term for shop-floor control?
> A key part of work-center scheduling is job sequencing – deciding in what order jobs are scheduled to start/complete. What is the term for the simple rules used to aid this process using a single bit of data about the jobs?
> What type of inventory are we trying to minimize as the result of work-center scheduling?
> If you have five exams to study for, how many alternative schedules exist?
> What priority rule do you use in scheduling your study time for midterm examinations?
> What practical considerations are deterrents to using the SOT rule?
> Meritor is so pleased with the outcome from previous suggestions that the consultants are invited back for more work. The consultants now suggest a more complete robotic automation of the making of muffler assemblies and also a reduction in container siz
> How might planning for a special customer affect the personnel schedule in a service?
> Explain why scheduling personnel in a service operation can be challenging.
> Data integrity is a big deal in industry. Why?
> The following represents a project that should be scheduled using CPM: a. Draw the network. b. What is the critical path? c. What is the expected project completion time? d. What is the probability of completing this project within 16 days? TIMES (
> Suppose that operators have enough training to operate both the bronze machines and the injection molding machine for the plastic sprinklers. Currently, AlwaysRain has 10 such employees. In anticipation of the ad campaign described in problem 5, manageme
> Flowcharts are a common process design and analysis tool used in both manufacturing and services. What is a key feature on flowcharts used in service operations that differentiates between the front-office and back-office aspects of the system?
> How would a flowchart help in planning the servicescape layout? What sorts of features would act as focal points or otherwise draw customers along certain paths through the service? In a supermarket, what departments should be located first along the c
> Why is it desired to have smooth, continuous flow on the shop floor?
> The chapter discusses the use of Gantt charts in shop floor control. You were introduced to Gantt charts in Chapter 4, “Project Management.” Projects and workcenter processes are rather different in nature. Why is it that the same tool can be used in bot
> Under what conditions is the assignment method appropriate?
> Distinguish between dependent and independent demand in a McDonald’s, in an integrated manufacturer of personal copiers, and in a pharmaceutical supply house.
> Why is managing bottlenecks so important in workcenter scheduling?
