Question: Identify service firms that compete on each
Identify service firms that compete on each of the four processes shown in Figure 7.1. Reference Figure 7.1: 
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*****..*......... ... I Figure 7.1 Volume Process Selected Must Fit with Volume and Variety Low Volume Repetitive Process High Volume Process Focus Mass Customization High Variety one or few units per run (allows customization) projects, job shops (machine, print, hospitals, restaurants) Arnold Palmer Hospital (difficult to achieve but huge rewards) Dell Computer Repetitive (autos, motorcycles, home appliances) Harley-Davidson Changes in Modules modest runs, standardized modules Changes in Attributes (such as grade, quality, size, thickness, etc.) long runs only Poor Strategy (Both fixed and variable costs are high.) Product Focus (commercial baked goods, steel, glass, beer) Frito-Lay Variety (flexibility)
> Define strategy.
> What are some of the possible consequences of poor outsourcing?
> How should a company select an outsourcing provider?
> What internal issues must managers address when outsourcing?
> What potential cost-saving advantages might firms experience by using outsourcing?
> Describe some of the actions taken by Taco Bell to increase productivity that have resulted in Taco Bell’s ability to serve “twice the volume with half the labor.”
> List six reasons to internationalize operations.
> Mass customization and rapid product development were identified as challenges to modern manufacturing operations. What is the relationship, if any, between these challenges? Can you cite any examples?
> Four Squares Productions, a firm hired to coordinate the release of the movie Pirates of the Caribbean: On Stranger Tides (starring Johnny Depp), identified 16 activities to be completed before the release of the film. a) How many weeks in advance of the
> What are the measurement problems that occur when one attempts to measure productivity?
> Based on the descriptions and analyses in this chapter, would Boeing be better described as a global firm or a transnational firm? Discuss.
> As a library or Internet assignment, identify the mission of a firm and the strategy that supports that mission.
> Identify the 10 strategic operations management decisions.
> What are the three basic functions of a firm?
> Answer Question 4 for some other organization, perhaps an organization where you have worked.
> Define mission.
> Coca-Cola is called a global product. Does this mean that Coca-Cola is formulated in the same way throughout the world? Discuss.
> Identify four people who have contributed to the theory and techniques of operations management.
> Why should one study operations management?
> Rich Cole Control Devices, Inc., produces custom built relay devices for auto makers. The most recent project undertaken by Cole requires 14 different activities. Cole’s managers would like to determine the total project completion time
> What is a heuristic? Name several that can be used in assembly line balancing.
> What is random stocking?
> Visit a local supermarket and sketch its layout. What are your observations regarding departments and their locations?
> What are the variables that a manager can manipulate in a retail layout?
> What layout innovations have you noticed recently in retail establishments?
> What are the two major trends influencing office layout?
> What are the requirements for a focused work center or focused factory to be appropriate?
> What are the alternative forms of work cells discussed in this textbook?
> What are the three factors that complicate a fixed-position layout?
> What are the seven layout strategies presented in this chapter?
> The estimated times and immediate predecessors for the activities in a project at George Kyparis’s retinal scanning company are given in the following table. Assume that the activity times are independent. a) Calculate the expected ti
> List the techniques used by service organizations to select locations.
> Why shouldn’t low wage rates alone be sufficient to select a location?
> Explain the assumptions behind the center-of-gravity method. How can the model be used in a service facility location?
> List factors, other than globalization, that affect the location decision.
> Although most organizations may make the location decision infrequently, there are some organizations that make the decision quite regularly and often. Provide one or two examples. How might their approach to the location decision differ from the norm?
> What factors affect region/community location decisions?
> Provide two examples of clustering in the service sector.
> What are the advantages and disadvantages of a qualitative (as opposed to a quantitative) approach to location decision making?
> How does factor weighting incorporate personal preference in location choices?
> What is clustering?
> Kelle Carpet and Trim installs carpet in commercial offices. Peter Kelle has been very concerned with the amount of time it took to complete several recent jobs. Some of his workers are very unreliable. A list of activities and their optimistic completio
> Lillian Fok is president of Lakefront Manufacturing, a producer of bicycle tires. Fok makes 1,000 tires per day with the following resources: a) What is the labor productivity per labor-hour for these tires at Lakefront Manufacturing? b) What is the mu
> Why do so many foreign companies build facilities in the U.S.?
> Why do so many U.S. firms build facilities in other countries?
> How is FedEx’s location a competitive advantage? Discuss.
> What is additive manufacturing?
> In what ways do CAD and FMS connect?
> Name some of the advances being made in technology that enhance production and productivity.
> Identify manufacturing firms that compete on each of the four processes shown in Figure 7.1. Reference Figure 7.1: *****..*......... ... I Figure 7.1 Volume Process Selected Must Fit with Volume and Variety Low Volume Repetitive Process High Volume
> What do we mean by a process-control system, and what are the typical elements in such systems?
> What is CIM?
> A renovation of the gift shop at Orlando Amway Center has six activities (in hours). For the following estimates of a, m, and b, calculates the expected time and the standard deviation for each activity: ACTIVITY a m b A 11 15 19 B 27 31 41 18 18 18
> Name the four quadrants of the service process matrix. Discuss how the matrix is used to classify services into categories.
> What are the techniques for improving service productivity?
> What is process redesign?
> What is service blueprinting?
> What type of process is used for making each of the following products? (a) beer (b) wedding invitations (c) automobiles (d) paper (e) Big Macs (f ) custom homes (g) motorcycles
> What is process strategy?
> Name several products that do not require high quality.
> What are 10 determinants of service quality?
> Explain, in your own words, what is meant by source inspection.
> What roles do operations managers play in addressing the major aspects of service quality?
> Ross Hopkins, president of Hopkins Hospitality, has developed the tasks, durations, and predecessor relationships in the following table for building new motels. Draw the AON network and answer the questions that follow. a) What is the expected (estima
> What are the four broad categories of “causes” to help initially structure an Ishikawa diagram or cause-and-effect diagram?
> What is the purpose of using a Pareto chart for a given problem?
> List the three concepts central to Taguchi’s approach.
> Philip Crosby said that quality is free. Why?
> How can a university control the quality of its output (that is, its graduates)?
> How does fear in the workplace (and in the classroom) inhibit learning?
> What are seven tools of TQM?
> Name three of the important people associated with the quality concepts of this chapter. In each case, write a sentence about each one summarizing his primary contribution to the field of quality management.
> List the seven concepts that are necessary for an effective TQM program. How are these related to Deming’s 14 points?
> As an Internet exercise, determine the Baldrige Award criteria. See the Web site www.nist.gov/baldrige/.
> The Rover 6 is a new custom-designed sports car. An analysis of the task of building the Rover 6 reveals the following list of relevant activities, their immediate predecessors, and their duration: a) Draw a network diagram for the project. b) Mark the
> Explain how improving quality can lead to reduced costs.
> Why are the direct interactions and surrogate interaction regions in a PCN diagram important in service design?
> What is a process chain?
> Explain how the house of quality translates customer desires into product/service attributes.
> Explain what is meant in service design by the “moment of truth.”
> What information is contained in an assembly chart? In a process sheet?
> What information is contained in an engineering drawing?
> What information is contained in a bill of material?
> What are three specific ways in which computer-aided design (CAD) benefits the design engineer?
> Explain what is meant by robust design.
> Dave Fletcher (see Problem 3.12) was able to determine the activity times for constructing his laser scanning machine. Fletcher would like to determine ES, EF, LS, LF, and slack for each activity. The total project completion time and the critical path s
> Describe the differences between joint ventures and alliances.
> What is time-based competition?
> Once a product is defined, what documents are used to assist production personnel in its manufacture?
> In what ways is product strategy linked to product decisions?
> What techniques do we use to define a product?
> As an approach to inventory management, how does MRP differ from the approach taken in Chapter 12 , dealing with economic order quantities (EOQ)?
> What are the typical benefits of ERP?
> Identify five specific requirements of an effective MRP system.
> Master schedules are expressed in three different ways depending on whether the process is continuous, a job shop, or repetitive. What are these three ways?
> MRP is more than an inventory system; what additional capabilities does MRP possess?
> The following is a table of activities associated with a project at Rafay Ishfaq’s software firm in Chicago, their durations, and what activities each must precede: a) Draw an AON diagram of the project, including activity durations.
> What are the similarities between MRP and DRP?
> Once a material requirements plan (MRP) has been established, what other managerial applications might be found for the technique?
> What is the difference between a gross requirements plan and a net requirements plan?
