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business
operations management
Operations Management A Supply Chain Process Approach 1st edition Joel D. Wisner - Solutions
Stan Eakins, owner of Eakins Boat Rentals, wants to start analyzing his company’s quality. For each boat rental, there are four types of customer complaints: 1) boat not operating properly, 2) wrong size boat, 3) uncomfortable boat, and 4) boat breaks during operation. During the past week, his
If a product has 162 parts, the company has produced 10,000 units, and so far they have had 1100 customer complaints about quality, what is their probable DPMO? What is their Six Sigma operating level?
A company currently has produced 1,425,000 units, with a total defect level of 4,280. Each unit has a potential of 294 defects. a. What is his company’s DPMO?b. What is their Six Sigma operating level?c. The company’s goal is to reach a Six Sigma operating level of 6 for the next 1,000,000
What are the time series forecasts discussed in this chapter? Explain when you would use each one.
Describe the various qualitative forecasting techniques.
What is demand management?
Using the information in Problem 5, how much longer would the company have to hold onto Customer B, in order for the two customers to have the same lifetime values?Data from 5 Avg. Annual Sales Avg. Profit Margin Expected Lifetime 10 years Customer A: 15 % $3,500 Customer B: 14 % 8 years $4,000
Using the information in Problem 5, what would the average profit margins have to be, to have both customer lifetime values equal $4000?Data from 5 Avg. Annual Sales Avg. Profit Margin Expected Lifetime $3,500 15 % 10 years Customer A: Customer B: 8 years 14 % $4,000
Using the information below, rank the two customers in terms of customer lifetime value. Use a discount rate of 8 percent and treat the average sales figures as annuities. Avg. Profit Margin Avg. Annual Sales Expected Lifetime $3,500 10 years 15 % Customer A: Customer B: $4,000 8 years 14 %
Tire manufacturer Stonebridge sells tires to retail firm A. The average annual sales to firm A is $55,000. Their average profit margin is 15%. The expected lifetime of firm A is 10 years. Using a discount rate of 10 percent, calculate the Customer Lifetime Value of firm A.
Using the customer information in problem 1, recalculate the lifetime values using average profit margins of 9%, 11%, and 15% respectively, and a discount rate of 4 percent. Answer part b. again. Has anything changed?Data from 1 Avg. Annual Sales Avg. Profit Margin Expected Lifetime 18 % $108,000
Using the customer information in problem 1, recalculate the lifetime values using a discount rate of 10 percent. Answer part b. again. Has anything changedData from 1 Expected Lifetime Avg. Profit Margin Avg. Annual Sales $108,000 6 years 18 % Customer A: 22 % Customer B: 15 years $82,000 $29,000
Sally€™s Mountaineering Supply sells hiking and climbing equipment to sporting goods and specialty hiking retailers. They recently began ranking their customers based on their expected lifetime profitability in order to segment customers for various customer relationship initiatives.
What are some of the notable items in life of a call center agent?
Do you agree with the list of the top customer service providers? Why or why not?
What does customer loyalty mean, and what makes customers loyal?
Provide some examples of customer service performance measures your school could use.
When would you recommend performing a pilot customer service project?
A manufacturing company’s effective capacity is 1 unit every 1.5 minutes. The actual output for August was 6000 units and the actual output for September was 6250 units. If the company was open eight hours per day and 22 days for each month, find the capacity utilization in both periods and the
Your firm is experiencing high demand, some of which cannot be satisfied with current capacity. What capacity alternatives are available to meet demand?
If you wanted to improve the process of enrolling in and completing this class, what performance measures would you monitor?
Discuss why managers should want to monitor process performance. Yes No Repeats class
Calculate Sally’s capacity utilization for August and September.
Why is good forecasting so difficult? Is it an art or a science?
Why do companies perform forecasting? What are the effects of a poor forecast?
How would logistics plans be impacted by demand forecasts?
Describe some demand management activities, using examples.
Explain the role of demand management in forecasting.
What are contingent workers?
What are the three production planning strategies and when would you use each one?
What is aggregate planning? Do all firms practice some form of it?
What is collaborative planning, forecasting, and replenishment? How does it differ from other forecasting methods?
What is forecast error? What are the costs of forecast error?
What was Air India’s contingency plan, in case of a worker strike?
What does executive Paul Pease say about forecasting and accuracy?
Describe the impact the Tohoku earthquake probably had on manufacturers in Tokyo.
What is the secret of business forecasting? Does it make any sense?
What were some things Lowe’s did to improve their demand forecasts?
Why do you think more and more firms these days are using contingent workers?
Describe several manufacturers and service companies that would use each of the three production planning strategies, and how they would use them.
Could a business successfully exist without doing aggregate planning? Explain.
Describe the advantages and disadvantages of using CPFR. Do you think the advantages outweigh the disadvantages? What firms would get the greatest benefits from using CPFR?
What is a contingency plan used with forecasting and when would you want to formulate one? When would you use it?
Explain the difference between forecast bias and forecast error.
What is the difference between a linear trend forecast and a simple linear regression forecast?
What happens to the exponential smoothing forecast when α = 0? When α = 1? Would you ever want to use either of these forecasts? Explain.
Describe the role that random variations play in time series forecasting. Can you guard against random variations?
Given that your firm has several years of historical demand data, would there ever be a situation where you would still prefer to use a qualitative forecasting method? Why?
What sort of qualitative forecasting do you think the MGM Mirage probably did, prior to the start of their City Center project? Could they have done any quantitative forecasting prior to the project?
How can Caster Concepts offer customized casters at standard catalogue pricing?
Describe the level of automation in the Tesla Motors facility.
In the job shop video, what sort of company is profiled?
Discuss how a broken machine in one department can reduce an entire facility’s capacity.
Why should managers care about sustainable processes? Can it increase profits?
What are the things managers should assess to make their processes more sustainable? Is your college or university acting in a sustainable way?
Can an economy of scale situation turn into a diseconomy of scale? How could your university experience diseconomies of scale?
Calculate the expected completion times and completion time variances for each activity.
What are the expected days to completion?
Calculate the variance and standard deviation of the project’s completion time.
What is the probability that the project can be completed in 14 days?
What would be the desired completion days, if you needed a 98% confidence level? Which non-critical activities should be monitored closely? Why?
Calculate the crash costs per day. Normal Normal Crash Crash time cost ($) time cost ($) Activity 1000 A 2 1.5 250 200 2200 1.5 400 850 0.5 180 3000 800 1500 1.5 550 з 2500 2 250 Н 2700 0.5 900 2. 3. 2. 3. 2. B.
The Mejza Travel Agency was thinking of expanding to open offices in European countries and wanted to assess and rank various risks. The risks and their assessments (where 1=low concern and 10=high concern) are shown below: The agency owners decided that the risks should be weighted equally.
Determine and σP . Ten customers per hour were asked by the cashier at the JCWizSushi Bar if they liked their meal, and the percent that said €œno€ are shown below, for a 12-hour period. Percent Percent Defective Defective Hour Hour 0.1 0.2 0.4 4 0.1 10 0.2 0.1 11
Determine the 3-sigmaUCL and LCL. Plot the percent defectives for each sample. Does customer satisfaction appear to be in statistical control? How could they improve the analysis?
Determine the 3-sigma UCL and LCL. Plot the percent defectives for each sample. Does the online application process appear to be in statistical control? Why/why not?
Mary Jane’s Steakhouse tracks customer complaints every day and then follows up with their customers to resolve problems. For the past 30 days, they received a total of 22 various complaints from unhappy customers. Using this information, calculate:a. c̅.b. The3-sigma control limits
Jallo Tooling Co. has an automated lathe and the owners want to determine the tool’s capability for machining a part’s diameter to a specification of 7.620 ± 0.002 centimeters. After a trial run period, the lathe produced a sample mean of 7.621 centimeters, with a standard deviation of 0.001
A machine shop produces parts for the automobile industry, and one part has a design specification of 4.000 inches in length with a tolerance of ± 0.003 inches. The machining center operator making the part checks the output of each piece, and after 20 pieces, she finds the average part length to
Tan Bearings Co. has been making a bearing with a diameter of 2.00 centimeters and a standard deviation of 0.01 centimeters. A new customer has a design requirement for a bearing with a diameter specification of 1.98 centimeters and a tolerance of ± 0.055 centimeters. a. Determine the Cpk
Describe two of the ways that logistics impacts your life every day, as described in the video.
What is a negative trend picked up in 2011 by the Global Competitiveness Report video?
What country holds the record for the world’s fastest train, and how fast did it go?
How many Antonov 225’s are there, and what was its original purpose?
What is the largest containership, and how many containers can it hold?
What is the total capacity of the largest intermodal center in the U.S.?
Jack wants to go to college and has several places in mind. He has listed the important factors and their weights, then performed enough research to determine the relative scores for the institutions using a 100 point scale. Which school would he favor? Weight| U. of Arizona U. of Location Factor
The Ferris Company has three markets they wish to serve with a centrally located manufacturing site. They have placed approximations of each market on a grid system as shown below. All three markets are approximately the same size. Determine the center-of-gravity coordinates for the manufacturing
A parts supplier has three industrial customers located southern California. They wish to build a centralized distribution center to serve the three customers. The locations of the customers and their part volume requirements are shown below. Use the center-of-gravity method to determine the
Michelle’s Fine Furniture desires to increase its warehouses from two to three in their market areas, and the manager wants to know the impact this will have on their system inventories. Their current average inventory level is approximately 3000 units at each of the two warehouses. Use the
Using the information in Problem 7, if Michelle’s instead preferred to go with one centrally located warehouse, how would this impact system inventories?
For the following warehouse system information, determine the average inventory levels required to maintain the same customer service levels. Current system: 6 warehouses with 5,000 units at each warehouse. a. The new system will have 3 warehouses. b. The new system will have 10
Who are the highest quality customer service providers in the world?
What does Kristina Evey recommend for dealing with upset customers?
What is the example that Andrew Zezas talks about and how could this be applied to your place of business? Is it realistic?
Why does Jenny Baumgartner think happy workers are productive workers?
What does Marley Majcher say about firing customers?
Why is the Harley Owners Group good for customers as well as Harley Davidson?
What is a best-of-breed ERP system? Are there any problems with this type of system?
What are cloud-based ERP systems and why do firms use them?
Describe the historical developments leading up to today's ERP systems.
What does Six Sigma have to do with Lean? What is Lean Six Sigma?
What is ERP and how is it different from MRPII?
What is a rolling production schedule in the MPS?
How does the MRP II system perform capacity requirements planning?
What were the drivers behind the development of MRP II?
Why are the DRP planned shipping quantities so important?
What does the DRP do, and how does it fit in with the MRP?
What is the MRP part record rule?
What is a bill of materials (BOM) and why is it important to the MRP?
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