Health Care Operations Management A Systems Perspective 3rd Edition James R. Langabeer II, Jeffrey Helton - Solutions

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Discuss the possible differences between the American and Japanese business environments and cultures that might make it difficult for American companies to duplicate successfully some of Japan’s quality-management programs such as quality circles.
Describe the impact that the creation of the Malcolm Baldrige Award has had on quality improvement in the United States.
What are the different quality characteristics you (as a consumer)would expect to find in the following three products:a DVD player, a pizza, running shoes?
How does the purchasing/sourcing area affect product quality in a total quality management system?
AMERICARD, a national credit card company, has a tollfree, 24-hour customer service number. Describe the input for this system function and the final product. What qualityrelated costs might be associated with this function? What impact might a quality-management program have on this area?
Reference the Web site for the American Customer Satisfaction Index (ACSI) at www.theacsi.org and write a brief summary describing how the numerical ACSI value is determined.Also, select an industry or service sector and pick two companies, one with a high ACSI and one with a relatively low ACSI;
Explain why strategic planning might benefit from a TQM program.
Discuss how a quality-management program can affect productivity.
Why is it important for companies to measure and report quality costs?
More companies probably fail at implementing qualitymanagement programs than succeed. Discuss the reasons why a quality-management program might fail.Joseph Juran created a “quality spiral” showing that each element of the business process, each function, not just the end product, is important.
Go to the Baldrige Award Web site, http://www.quality.nist.gov and research several companies that have won the Malcolm Baldrige Award. Describe any common characteristics that the quality-management programs in those companies have.
Consider your school (university or college) as a production system in which the final product is a graduate. For this system:a. Define quality from the producer’s and customer’s perspectives.b. Develop a fitness-for-use description for final product quality.c. Give examples of the cost of poor
Develop a quality-improvement project in a situation you are familiar with such as a current or former job, a parttime job, a restaurant, your college bookstore, your dorm or apartment, a local business, and so on, and describe how you would apply the steps of the six sigma breakthrough strategy.
Access a Web site of a company that sells products to the general public on the Internet. Discuss the quality attrib=utes of the site, and evaluate the quality of the Web site.Most students live in a dormitory or apartment that they rent. Discuss whether this type of living accommodation is a
Compare Pal’s Sudden Service drive-in restaurant (described in the “Along the Supply Chain” box on page 70)with another food chain restaurant like McDonald’s or Burger King and speculate on why Pal’s might have superior quality.
The production and home delivery of a pizza is a relatively straightforward and simple process. Develop a fishbone diagram to identify potential defects and opportunities for poor quality in this process.
How does quality of design differ from quality of conformance?Select a service company or organization and discuss the dimensions of quality on which a customer might evaluate it.
For an airline you have flown on list all of the quality “defects”you can recall. Discuss whether you think the airline exhibited overall good or poor quality. If it exhibited good quality, explain what made it so; if it exhibited poor quality, what actions do you think could be taken by the
The Aurora Electronics Company has been receiving a lot of customer complaints and returns of a front-loading VCR that it manufactures. When a videotape is pushed into the loading mechanism, it can stick inside with the door open;the recorder cannot run, and it is difficult to get the tape out.
Develop a Pareto chart that encompasses the major service defects of the business, identify the most significant service problems and suggest how quality could be improved.
Observe a business with which you are familiar and interact with frequently, such as a restaurant or food service, a laundry service, your bank, or the college bookstore.
Write a one- to two-page summary of an article from Quality Progress, about quality management in a company or organization.
Describe the differences between Black Belts, Green Belts, and Master Black Belts in a Six Sigma program.
Describe the steps in the Six Sigma breakthrough strategy for quality improvement.
How does the consumer’s perspective of quality differ from the producer’s?
Why has ISO 9000 become so important to U.S. firms that do business overseas?
Go to the Malcolm Baldrige Award Web site, www.quality.nist.gov, and write a brief report on one of the most recent years’ Baldrige Award winners similar to the “Along the Supply Chain” boxes in this chapter.
Develop a fishbone diagram for the possible causes of your car not starting.
Explain how the Japanese perspective on the cost of quality originally differed from the traditional American perspective.
Write a brief summary on the application of quality management in a company from Qualityworld, a professional trade magazine published in the United Kingdom.
County school buses are inspected every month for “defects.”In a recent monthly inspection, 27 worn or torn seats were found, 22 buses had dirty floors, there were 14 cases of exterior scratches and chipped paint, there were 8 cracked or broken windows, the engines on 4 buses had trouble
Referring to Table 2.3, research the winner of an international quality award at one of the award Web sites and write a brief report.
Describe how a quality-assurance program might affect the different organizational functions for a fast-food business such as McDonald’s or Burger King.
A defense contractor manufactures rifles for the military.The military has exacting quality standards that the contractor must meet. The military is very pleased with the quality of the products provided by the contractor and rarely has to return products or has reason for complaint.However, the
$1-29. Compute the expected value of perfect information for the Willow Café in problem S1-7. Explain what this value means and how such information might be obtained.
$1-28. In Problem S1-4, if Wiley Publishing is able to assign probabilities of occurrence of .23 to unfavorable market conditions, 0.46 for the same market conditions, and 0.31 for favorable market conditions, what is the best decision using expected value? Based on the results in Problem S1-8 and
$2-27. Tech is playing State in the last conference game of the season. Tech is trailing State 21 to 14 with 7 seconds left in the game, when they score a touchdown. Still trailing 21 to 20, Tech can either go for two points and win or go for one point to send the game into overtime. The conference
$1-26. In Problem S1-18, the Landloc real estate development firm has hired an economist to assign a probability to each direction interest rates may take over the next five years. The economist has determined that there is a 0.50 probability that interest rates will decline, a 0.40 probability
The Tech coaches have reviewed game films and have determined the following probabilities that State will use each of its defenses.Ss c=Wide Tackle 0.20 Nickel 0.20 Blitz 0.10 54 0.40 63 0.10 Defense Probability Using expected value, rank Tech’s plays from best to worst.During the actual game,
The Tech football coaching staff has six basic plays it runs every game. Tech has an upcoming game against State on Saturday, and the coaches know State employs five different defenses. The coaches have estimated the number of yards Tech will gain with each play against each defense, as shown in
In Problem $1-23, suppose Amtrex is able to assign probabilities to each of the states of nature for each of the suppliers/ports as follows:States of Nature Declining Same Growth Decision Conditions Conditions Conditions Hong Kong “Lt Ab 28 Singapore 18 51 Jl Shanghai ad 61 ali?Busan 15 5 AD
Amtrex International is a major U.S.-based electronics firm that manufactures a number of electronic components for domestic and global consumer electronics companies. It imports most of its materials and the components used in its products to the United States from overseas suppliers. Amtrex is in
Assume that the probabilities of demand in Problem S1-2 are no longer valid; the decision situation is now one without probabilities. Determine the best number of cards to stock using the following decision criteria.a. Maximinb. Maximax ce. Hurwicz (a = 0.4)d. Minimax regret
The Dynamax Company is going to introduce one of three new products: a widget, a hummer, or a nimnot. The market conditions (favorable, stable, or unfavorable) will determine the profit or loss the company realizes, as shown in the following payoff tables Market Conditions Favorable Stable
The Midtown Market purchases apples from a local grower. The apples are purchased on Monday at $2.00 per pound, and the market sells them for $3.00 per pound. Any apples left over at the end of the week are sold to a local zoo for $0.50 per pound. The possible demands for apples and the probability
In Problem $1-10, assume the Weight Club is able to estimate probabilities of occurrence for each possible future demand state, as follows:Demand Service Facility Poor Moderate High Child care center lz 5A 34 Swimming pool 2h 63 13 New lockers and showers 09 Ah A]Food court — 18 Ih 08 Spa 31 AB
Landloc, a real estate development firm, is considering several alternative development projects. These include building and leasing an office building, purchasing a parcel of land and building a parking lot, buying and leasing a warehouse, building a shopping mall, and building and selling
Ann Tyler has come into an inheritance from her grandparents.She is attempting to decide among several investment alternatives. The return after 1 year is dependent primarily on the interest rate during the next year. The rate is currently 7 percent, and she anticipates it will stay the same or go
Huntz Food Products is attempting to decide if it should introduce a new line of salad dressings called Special Choices. The company can test market the salad dressings in selected geographic areas or bypass the test market and introduce the product nationally. The cost of the test market is
In Problem S1-5, the decision analysis is for automobiles and light trucks. Alleghany Mountain Power and Light would like to reformulate the problem for its heavy construction equipment. Emergency maintenance is much more expensive for heavy equipment, costing $15,000.Required preventive
Tracy McCoy, an administrative assistant in the management department, estimates that her annual medical$1-15.$1-16.$1-17.expenses are defined by distribution.the following probability Annual Medical Expenses Probability$100 0.15 500 0.30 1,500 0.35 3,000 0.10 5,000 0.05 10,000 0.05 Determine which
A global economist hired by Telecomp, the U.S.-based computer manufacturer in Problem S1-12, estimates that the probability that the economic and political climate overseas and in Mexico will decline during the next five years is 0.30, the probability that it will remain approximately the same is
_ Construct a sequential decision tree for this decision sit-uation and determine whether the company should make a bid.Telecomp is a U.S.-based manufacturer of cellular telephones. It is planning to build a new manufacturing and distribution facility in either South Korea, China, Taiwan, Poland,
The cost of preparing the contract proposal is $2,000,000.If the company does not make a bid, it will invest in an alternative venture with a guaranteed profit of $30 million.
The Extron Oil Company is considering making a bid for a shale oil development contract to be awarded by the federal government. The company has decided to bid $110 million.The company estimates that it has a 60% chance of winning the contract with this bid. If the firm wins the contract, it can
The Weight Club (see case Problem 1.4) is considering adding a new service facility among several possible alternatives including a child care center, a swimming pool, new locker rooms and showers, a health-oriented food court, and a spa. The success of each alternative depends on their demand
The management of State Union Bank was concerned about the potential loss that might occur in the event of a physical catastrophe such as a power failure or a fire. The bank estimated that the loss from one of these incidents could be as much as $100 million, including losses due to interrupted
Mary Decker is thinking of suing the manufacturer of her car because of a defect that she believes caused her to have an accident, and kept her out of work for a year. She is suing the company for $3.5 million. The company has offered her a settlement of $700,000, of which Mary would receive
The following payoff table summarizes the owner’s profit (and loss) estimates for each future state of nature of energy prices (over a five-year period).Energy Prices Decrease Same Increase Lease Decision 17 34 49 1-year $156,000 $93,000 $16,000 2-year 427,000 150,000 —42,000 3-year 642,000
The Willow Café is located in an open-air mall. Its lease expires this year and the restaurant owner has the option of signing a 1-, 2-, 3-, 4-, or 5-year lease. However, the owner is concerned about recent energy price increases (including the price of gasoline), which affect virtually every
The two growers charge a different price for their grapes and because of differences in taste, the company charges different prices for their wine depending on which grapes they use.The annual profit from the wine produced from each grower’s grapes for each percentage defective is as
Develop a decision strategy for Blue Ridge Power and Light and indicate the expected value of this strategy.'The Valley Wine Company purchases grapes from one of two nearby growers each season to produce a particular red wine. It purchases enough grapes to produce 3000 bottles of the wine. Each
Strategy 4 (changing the oil and sampling) costs $54.80 to implement and results in the same probabilities of defects and no defects as strategy 3. If there is a defective component, there is a 0.70 probability that the sample will detect it and $500 in preventive maintenance costs will be
Strategy 3 (changing the oil regularly) costs $34.80 to implement and has two outcomes: a 0.04 probability of a defective component, which will require emergency maintenance at a cost of $1,600, and a 0.96 probability that no defects will occur, resulting in no maintenance and no cost.$1-6.$1-7.
Strategy 2 (take oil samples) costs $40 to implement(i.e., take a sample), and there is a .08 probability that there will be a defective part and 0.92 probability that there will not be a defect. If there is actually a defective part, there is a 0.70 probability the sample will correctly identify
For autos and light trucks, strategy 1 (no preventive maintenance) costs nothing to implement and results in two possible outcomes: There is a .08 probability that a defective component will occur requiring emergency maintenance at a cost of $1,600, or there is .92 probability that no defects will
Alleghany Mountain Power and Light is an electric utility company with a large fleet of vehicles including automobiles, light trucks, and construction equipment. The company is evaluating four alternative strategies for maintaining its vehicles at the lowest cost, including (1) take no preventive
John Wiley & Publishing Company publishes an-operations management textbook that is scheduled for a revision.The book has been moderately successful, but each year more new books enter the market, some existing books are dropped by publishers, and various innovative pedagogical approaches are
Alex is considering the purchase of a new self-propelled snowblower for $575 that would allow him, his wife, or his children to clear the driveway after a snow. Discuss what you think Alex’s decision should be and why.
Alex Mason has a wide-curving, uphill driveway leading to his garage. When there is a heavy snow, Alex hires a local carpenter, who shovels snow on the side in the winter, to shovel his driveway. The snow shoveler charges $30 to shovel the driveway. Following is a probability distribution of the
$1-2. The manager of the greeting card section of Harvey’s department store is considering her order for a particular line of holiday cards. The cost of each box of cards is $3; each box will be sold for $5 during the holiday season. After the holiday season, the cards will be sold for $2.a box.
$1-1. A machine shop owner is attempting to decide whether to purchase a new drill press, a lathe, or a grinder. The return from each will be determined by whether the company succeeds in getting a government military contract. The profit or loss from each purchase and the probabilities associated
1. What action would you recommend to the Board of Regents?2. How should Strutledge go about making a strategic decision such as this?
5. Which projects would you recommend to VT? Why?
4. Compare the processes required to satisfy each customer on Trice’s client list. Consider the mix of equipment and personnel, the length and scope of each project, and the potential for future business. How do the requirements differ from the projects already completed by VT?
3. How can Trice reconcile his goals for the organization with the needs of the marketplace?
2. What capabilities does VT need to develop in order to pursue the strategy developed in question 1?
1. Help Professor Trice formulate a strategy for his company by going through the steps of strategy formulation.For ideas, search the Internet for other companies that provide visualization solutions.
2. What did Rubatex need to do at the Bedford plant to remain competitive?
1. Examine the reponees by management to the problems of the Bedford plant. Why didn’t they achieve the results expected?
1-8. Rushing yardage for three Heisman Trophy candidates is given below. Which candidate is the most productive running back?Candidates Walker Hall Dayne Rushing yards 2110 3623 6925 No. of carries 105 875 1186 No. of touchdowns 15 20 70 It is time for the annual performance review of Go-Com’s
1-7. At last year’s bass tournament, Jim caught 12 bass in a four-hour period. This year he caught 15 in a six-hour period.In which year was he most productive? If the average size of the bass last year was 20 lb and the average size this year was 25 lb, would your decision change?
1-6. Omar Industries maintains production facilities in several locations around the globe. Average monthly cost data and output levels are as follows.a. Calculate the labor productivity of each facilityb. Calculate the multifactor productivity of each facilityc. If Omar needed to close one of the
Tried and True’s accountant(from Problem 1-2) suggests that monthly rent and hourly wage rate also be factored into the productivity calculations.Annandale pays the highest average wage at $6.75 an hour. Blacksburg pays $6.50 an hour, Charlottesville $6, and Danville $5.50. The cost to rent store
Carpet City recorded the following data on carpet installations over the past week. Use the data to calculate the average rate at which carpet can be installed.Installation 1 2 3 Square yards 1225 1435 2500 No. of workers 4 3 5 No. of hours per worker 3 5 6 EEUTE UNNI SERI E REE
Posey Ceramics makes ceramic vases for a chain of department stores. The output and cost figures over the past four weeks are shown here. Labor costs $10 an hour, and materials are $4 a pound. Calculate the (a) labor productivity(in hrs), (b) material productivity (in Ibs), and (c) multifactor
Tried and True Clothing has opened four new stores in college towns across the state. Data on monthly sales volume and labor hours are given below. Which store location has the highest productivity?Annan- Blacks-Store dale burg _ Charlottesville Danville Sales volume $40,000 $12,000 $60,000 $25,000
The Bureau of Labor Statistics collects input and output 1-5.data from various countries for comparison purposes.Labor hours are the standard measure of input. Calculate the output per hour from the following data. Which country is most productive?Labor Hours Units of Output United States 89.5 136
Name several strategic decisions that involve the operations and supply chain management.
What is your core competency? Make a list of the core competencies you will need to compete successfully in the job market. Design a strategy for developing the competencies that you do not have and capitalizing on the competencies that you do have.
How does operations interact with other functional areas?
What activities are involved in the operations function?
Look for articles related to supply chain at Fortune, Business Week, or CNN. How do they relate to the primary topics discussed in this chapter?
Examine the annual reports of a company of your choosing over three years. Use quotes from the reports to describe the company’s overall strategy and its specific goals each year. How well do you think the company deploys its strategy?
Much of the negotiation in trade agreements centers on ethical/legal issues such as intellectual property protection, bribery and payoffs, and copyright and patent infringement.Transparency International at www.transparency.org publishes a bribery index by country. Report on which countries and
How has B2B influenced the organizational services view?
Explain the concept of core competencies m your own words. Provide examples of a core competency for a bank, a retail store, and an auto manufacturer.
Ethics is easier when there are laws to fall back on. Search the Internet for information on the Foreign Corrupt Practices Act. Briefly describe what it entails. Then find two companies that explicitly state a code of conduct on their Web page, and in particular, reference the Foreign Corrupt
How are systems and technology streamlining pharmacy operations?
Should controlled drugs be given the same level of oversight as prescription drugs?

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Health Care Operations Management A Systems Perspective 3rd Edition James R. Langabeer II, Jeffrey Helton - Solutions

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