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production and operations management

Service Operations Management Improving Service Delivery 4th Edition Robert Johnston, Graham Clark, Michael Shulver - Solutions

Productivity is_____________.(a) Input/Output (b) Output/Input(c) Both (a) and (b) (d) None of the above AppendixLO1
_____________.is an example of standardized service.(a) Medical care (b) Legal service(c) Insurance (d) None of the above AppendixLO1
The output of educational system comes under _____________.(a) Products(c) Both (a) and (b)(b) Job shop(d) None of the above(b) Services(d) None of the above.AppendixLO1
Hospital system is an example of _____________.(a) Project(c) Flow shop AppendixLO1
In_____________ organization, inventory cannot be carried to future periods.(a) Manufacturing (b) Service(c) Both (a) and (b) (d) None of the above AppendixLO1
_____________ takes care of production and services.(a) Production management (b) Operations management(c) Systems management (d) None of the above AppendixLO1
• 17.19 Each breakdown of a graphic plotter table at Airbus Industries costs $50. Find the expected daily breakdown cost, given the following data: NUMBER OF BREAKDOWNS DAILY BREAKDOWN PROBABILITY 0 1 .1 .2 24 3 4 .2 .1
• 17.18 What are the expected number of yearly breakdowns for the power generator at Orlando Utilities that has exhibited the following data over the past 20 years? NUMBER OF BREAKDOWNS NUMBER OF YEARS IN WHICH BREAKDOWN OCCURRED 0 1 2 3 4 5 1 7 4 3. 2 3
• 17.17 You have a system composed of a serial connection of four components with the following reliabilities:What is the reliability of the system? 0.95 0.80 COMPONENT RELIABILITY 1 0.90 4 0.85 234
• • 17.15 A typical retail transaction consists of several smaller steps, which can be considered components subject to failure. A list of such components might include:Let the eight probabilities of success be .92, .94, .99, .99, .98, .97, .95, and .96. What is the reliability of the system;
• • 17.12 Elizabeth Irwin’s design team has proposed the following system with component reliabilities as indicated:What is the reliability of the system?Hint: The system functions if either R2 or R3 work. R = 0.90 R = 0.85 R = 0.85 R = 0.90
• • 17.10 What is the reliability of the system shown? .99 .98 .90 Rs Rp .99 .98 .90 Rg
• 17.9 A medical control system has three components in series with individual reliabilities (R1, R2, R3) as shownWhat is the reliability of the system? R .99 R R3 .98 .90 90 Rs
• • 17.7 What is the overall reliability that bank loans will be processed accurately if each of the five clerks shown in the chart has the reliability shown?Hint: The three paths are done in parallel, followed by an additional independent step. .95 .95 .95 .95 96 .95
• • 17.6 What is the reliability of the following parallel production process? R1 5 0.95, R2 5 0.90, R3 5 0.98 R R R3
Farlen & Halikman is a CPA firm specializing in payroll preparation. The firm has been successful in automating much of its work, using high-speed printers for check processing and report preparation.The computerized approach, however, has problems. Over the past 20 months, the printers have
A new iPad design that is more reliable because of its parallel circuits is shown below. What is its reliability?APPROACH c Identify the reliability of each path, then compute the likelihood of needing additional paths (likelihood of failure), and finally subtract the product of those failures from
The National Bank of Greeley, Colorado, processes loan applications through three clerks (each checking different sections of the application in series), with reliabilities of .90, .80, and .99. It wants to find the system reliability.APPROACH c Apply Equation (17-1) to solve for Rs R R2 R3 .90 .80
LO 16.3 Concerns of suppliers when moving to supplier partnerships include:a) small lots sometimes seeming economically prohibitive.b) realistic quality demands.c) changes without adequate lead time.d) erratic schedules.e) all of the above.
11. Does Lean production work in the service sector? Provide an example.
Crate Furniture, Inc., a firm that produces rustic furniture, desires to move toward a reduced lot size.Crate Furniture’s production analyst, Aleda Roth, determined that a 2-hour production cycle would be acceptable between two departments. Further, she concluded that a setup time that would
Explain how Lean applies to services
Define kanban
Identify the concerns of suppliers when moving to supplier partnerships
• • 15.30 Given the following demand for waiters and waitresses at S. Ghosh Bar and Grill, determine the minimum wait staff needed with a policy of 2 consecutive days off DAY MON. TUE. WED. THU. FRI. SAT. SUN. Wait staff needed 3 4 4 5 6 7 4
• • 15.29 The table below shows the weekly demand for security officers at a small mall in KuwaitDetermine the minimum number of security officers needed with 2 consecutive days off. DAY Security Officers SAT. SUN. MON. TUE. WED. THU. WED. THU. FRI. 6 4 5 6 7 8 Needed
• • 15.28 Drew Rosen Automation Company estimates the data entry and verifying times for four jobs as follows:In what order should the jobs be done if the company has one operator for each job? Illustrate the time-phased flow of this job sequence graphically. JOB DATA ENTRY (HOURS) VERIFY
• • • 15.27 At the campus copy shop, six jobs have arrived in the order shown (A, B, C, D, E, and F) at the beginning of the day(today, which is a workday). All of the jobs are due at various times today. Your task is to evaluate four common sequencing rulesa) Sequence the jobs according to
First Printing wants to find the minimum total cost assignment of 3 jobs to 3 typesetters.APPROACH c The cost table shown earlier in this section is repeated here, and steps 1 through 4 are applied. TYPESETTER A B C JOB R-34 $11 $14 $ 6 S-66 $ 8 $10 $11 T-50 $ 9 $12 $ 7
Bronson Machining, Inc., manufactures driveway security fences and gates. It wants to develop an input–output control report for its welding work center for 5 weeks (weeks 6/6 through 7/4). The planned input is 280 standard hours per week. The actual input is close to this figure, varying between
3. Use regression analysis to forecast the point at which Swanson needs to “build out” the top two floors of the new building, namely, when demand will exceed 16,000 births.Since opening day, Arnold Palmer Hospital has experienced an explosive growth in demand for its services. One of only six
• • S7.41 Evaluate the following capital investments according to net present value. Each alternative requires an initial investment of $20,000. Assume a 10% cost of capital. Which is the preferred investment? YEAR CASH FLOW FROM CASH FLOW FROM CASH FLOW FROM INVESTMENT 1 INVESTMENT 2
• • S7.40 Kurt Hozak, VP of Operations at McClain Manufacturing, has to make a decision between two investment alternatives. Investment A has an initial cost of $61,000, and investment B has an initial cost of $74,000. The useful life of investment A is 6 years; the useful life of investment B
• • • • S7.38 Your boss has told you to evaluate two ovens for Tink-the-Tinkers, a gourmet sandwich shop. After some questioning of vendors and receipt of specifications, you are assured that the ovens have the attributes and costs shown in the following table. The following two assumptions
• • S7.37 Tim Smunt has been asked to evaluate two machines.After some investigation, he determines that they have the costs shown in the following table. He is told to assume that:1. The life of each machine is 3 years.2. The company thinks it knows how to make 12% on investments no more risky
• • S7.32 James Lawson’s Bed and Breakfast, in a small historic Mississippi town, must decide how to subdivide (remodel) the large old home that will become its inn. There are three alternatives:Option A would modernize all baths and combine rooms, leaving the inn with four suites, each
• • • S7.27 As manager of the St. Cloud Theatre Company, you have decided that concession sales will support themselves.The following table provides the information you have been able to put together thus far:Last year’s manager, Scott Ellis, has advised you to be sure to add 10% of
• • S7.20 Janelle Heinke, the owner of Ha’Peppas!, is considering a new oven in which to bake the firm’s signature dish, vegetarian pizza. Oven type A can handle 20 pizzas an hour. The fixed costs associated with oven A are $20,000 and the variable costs are $2.00 per pizza. Oven B is
• • S7.15 A production process at Kenneth Day Manufacturing is shown in Figure S7.9. The drilling operation occurs separately from, and simultaneously with, sawing and sanding, which are independent and sequential operations. A product needs to go through only one of the three assembly
• • S7.12 The three-station work cell at Pullman Mfg., Inc.is illustrated in Figure S7.8. It has two machines at station 1 in parallel (i.e., the product needs to go through only one of the two machines before proceeding to station 2).a) What is the throughput time of this work cell?b) What is
• • S7.11 The three-station work cell illustrated in Figure S7.7 has a product that must go through one of the two machines at station 1 (they are parallel) before proceeding to station 2.a) What is the bottleneck time of the system?b) What is the bottleneck station of this work cell?c) What is
• • S7.6 The effective capacity and efficiency for the next quarter at MMU Mfg. in Waco, Texas, for each of three departments are shown:Compute the expected production for next quarter for each department. DEPARTMENT Design Fabrication Finishing EFFECTIVE CAPACITY RECENT EFFICIENCY 93,600 .95
Le Bistro, like most other resturants, makes more than one product and would like to know its breakeven point in dollars. Information for Le Bistro follows. Fixed costs are $3,000 per monthAPPROACH c With a variety of offerings, we proceed with break-even analysis just as in a single-product case,
• • • 7.9 Metters Cabinets, Inc., needs to choose a production method for its new office shelf, the Maxistand. To help accomplish this, the firm has gathered the following production cost data:Metters Cabinets projects an annual demand of 24,000 units for the Maxistand. The Maxistand will
• 7.1 Borges Machine Shop, Inc., has a 1-year contract for the production of 200,000 gear housings for a new off-road vehicle. Owner Luis Borges hopes the contract will be extended and the volume increased next year. Borges has developed costs for three alternatives. They are general-purpose
Kleber Enterprises would like to evaluate three accounting software products (A, B, and C) to support changes in its internal accounting processes. The resulting processes will have cost structures similar to those shown in Figure 7.3. The costs of the software for these processes are:APPROACH c
• • S6.39 In order to monitor the allocation of patrol cars and other police resources, the local police chief, Timothy Kraft, collects data on the incidence of crime by city sector. The city is divided into ten sectors of 1000 residents each. The number of crime incidents reported last month
• • • S6.37 Daily samples of 100 power drills are removed from the assembly line at Drills by Stergios Fotopoulos and inspected for defects. Over the past 21 days, the following information has been gathered. Develop a 3 standard deviation (99.73% confidence)p-chart and graph the samples. Is
• • S6.35 Microlaboratories has decided to develop a quality control program. The semiconductor parts that it gets from suppliers are either good or defective. The total number of semiconductors in every sample is 200. Determine the upper control chart limit and the lower control chart limit
• • S6.33 Your supervisor, Lisa Lehmann, has asked that you report on the output of a machine on the factory floor. This machine is supposed to be producing optical lenses with a mean weight of 50 grams and a range of 3.5 grams. The following table contains the data for a sample size of n = 6
• • • S6.32 A process at Amit Eynan Bottling Company that is considered in control measures liquid in ounces. Below are the last 12 samples taken. The sample size = 4.a) What are the control limits for the mean chart?b) What are the control limits for the range chart?c) Graph the data. Is the
• • • S6.25 The accounts receivable department at Rick Wing Manufacturing has been having difficulty getting customers to pay the full amount of their bills. Many customers complain that the bills are not correct and do not reflect the materials that arrived at their receiving docks. The
• • S6.24 Telephone inquiries of 100 IRS “customers” are monitored daily at random by Xiangling Hu. Incidents of incorrect information or other nonconformities (such as impoliteness to customers) are recorded. The data for last week follow:a) Construct a 3-standard deviation c-chart of
• • S6.23 The school board is trying to evaluate a new math program introduced to second-graders in five elementary schools across the county this year. A sample of the student scores on standardized math tests in each elementary school yielded the following data:Construct a c-chart for test
• • S6.22 An ad agency tracks the complaints, by week received, about the billboards in its city:a) What type of control chart would you use to monitor this process?Why?b) What are the 3-sigma control limits for this process? Assume that the historical complaint rate is unknown.c) Is the
• • S6.20 Jamison Kovach Supply Company manufactures paper clips and other office products. Although inexpensive, paper clips have provided the firm with a high margin of profitability. Sample size is 200. Results are given for the last 10 samples:a) Establish upper and lower control limits for
• • S6.19 Houston North Hospital is trying to improve its image by providing a positive experience for its patients and their relatives. Part of the “image” program involves providing tasty, inviting patient meals that are also healthful. A questionnaire accompanies each meal served, asking
• • S6.18 Five data entry operators work at the data processing department of the Birmingham Bank. Each day for 30 days, the number of defective records in a sample of 250 records typed by these operators has been noted, as follows:a) Establish 3s upper and lower control limits.b) Why can the
• • S6.15 The results of an inspection of DNA samples taken over the past 10 days are given below. Sample size is 100a) Construct a 3-sigma p-chart using this information.b) Using the control chart in part (a), and finding that the number of defectives on the next three days are 12, 5, and 13,
• • S6.14 You are attempting to develop a quality monitoring system for some parts purchased from Charles Sox Manufacturing Co. These parts are either good or defective. You have decided to take a sample of 100 units. Develop a table of the appropriate upper and lower control chart limits for
• • • S6.11 Twelve samples, each containing five parts, were taken from a process that produces steel rods at Emmanuel Kodzi’s factory. The length of each rod in the samples was determined.The results were tabulated and sample means and ranges were computed. The results werea) Determine the
• • • S6.10 A process that is considered to be in control measures an ingredient in ounces. Below are the last 10 samples (each of size n = 5) taken. The population process standard deviation, s, is 1.36.a) What is sx?b) If z = 3, what are the control limits for the mean chart?c) What are the
• • S6.9 Organic Grains LLC uses statistical process control to ensure that its health-conscious, low-fat, multigrain sandwich loaves have the proper weight. Based on a previously stable and in-control process, the control limits of the x- and R-charts are UCLx = 6.56. LCLx = 5.84, UCLR =
• • S6.8 A. Choudhury’s bowling ball factory in Illinois makes bowling balls of adult size and weight only. The standard deviation in the weight of a bowling ball produced at the factory is known to be 0.12 pounds. Each day for 24 days, the average weight, in pounds, of nine of the bowling
• • S6.7 Auto pistons at Wemming Chung’s plant in Shanghai are produced in a forging process, and the diameter is a critical factor that must be controlled. From sample sizes of 10 pistons produced each day, the mean and the range of this diameter have been as follows:a) What is the value of
• • S6.6 Sampling four pieces of precision-cut wire (to be used in computer assembly) every hour for the past 24 hours has produced the following results:Develop appropriate control charts and determine whether there is any cause for concern in the cutting process. Plot the information and look
Clerks at Mosier Data Systems key in thousands of insurance records each day for a variety of client firms. CEO Donna Mosier wants to set control limits to include 99.73% of the random variation in the data entry process when it is in control.APPROACH c Samples of the work of 20 clerks are gathered
Super Cola bottles soft drinks labeled “net weight 12 ounces.” Indeed, an overall process average of 12 ounces has been found by taking 10 samples, in which each sample contained 5 bottles. The OM team wants to determine the upper and lower control limits for averages in this process.APPROACH c
The weights of boxes of Oat Flakes within a large production lot are sampled each hour. Managers want to set control limits that include 99.73% of the sample means.APPROACH c Randomly select and weigh nine (n = 9) boxes each hour. Then find the overall mean and use Equations (S6-3) and (S6-4) to
5. List a dozen quality indicators (besides NPS) that Celebrity also measures. (There are 35 on its guest evaluation form.)Twenty years ago, Celebrity Cruises, Inc., decided to make a name for itself in the premium market by offering an “upscale experience at an intelligent price.” Evoking
4. Suppose that on two successive cruises of the same ship, the cruise line receives NPS scores of: (Trip 1) 78% “advocates,” 4% “neutrals,”and 18% “detractors” and (Trip 2) 70% “advocates,” 20% “neutrals,”and 10% “detractors.” Which would be preferable and why?Twenty years
3. How could control charts, Pareto diagrams, and cause-andeffect diagrams be used to identify quality problems at Celebrity?Twenty years ago, Celebrity Cruises, Inc., decided to make a name for itself in the premium market by offering an “upscale experience at an intelligent price.” Evoking
2. How does the cruise operation differ from that at a land-based hotel?Twenty years ago, Celebrity Cruises, Inc., decided to make a name for itself in the premium market by offering an “upscale experience at an intelligent price.” Evoking images of luxury similar to the Ritz-Carlton brand,
1. What unique aspects of the cruise industry make quality service more difficult to attain? What aspects help raise quality?Twenty years ago, Celebrity Cruises, Inc., decided to make a name for itself in the premium market by offering an “upscale experience at an intelligent price.” Evoking
4. See the accompanying table. The contractor received a perfect Time to Carousel score of 10 total points, even though its performance was not “perfect.” How many total points would the contractor have received with the following performance scores: 93.2% of flights scanned, 63.5% of bags
3. Think about a previous problem that you had when flying, for example, a late flight, a missed connection, or lost luggage.How, if at all, did the airline respond? Did the airline adequately address your situation? If not, what else should they have done? Did your experience affect your desire
2. Identify several quality metrics, in addition to those identified earlier, that you think Alaska tracks or should be tracking.Alaska Airlines, with nearly 100 destinations, including regular service to Alaska, Hawaii, Canada, and Mexico, is the seventhlargest U.S. carrier. Alaska Airlines has
1. What are some ways that Alaska can ensure that quality and performance metric standards are met when the company outsources its ground operations to a contract provider?Alaska Airlines, with nearly 100 destinations, including regular service to Alaska, Hawaii, Canada, and Mexico, is the
• • • • 6.16 Your team has been hired by a wallets producer company called Middle Eastern Fine Leather Company (MEFL). MEFL makes wallets and supplies them through several retail outlets in the Middle Eastern region. Recently some problems have emerged:• A lengthy delivery in supply to
•• 6.14 Your operations management professor is a dedicated professor. He is a perfectionist, and passionate about his job. He joined your university in the fall of 2016, and has since then taught more than 500 students. A committed pedagogue, your professor expects to see his students
6.13 Use Pareto analysis to investigate the following data collected on a printed-circuit-board assembly line:a) Prepare a graph of the data.b) What conclusions do you reach? DEFECT Components not adhering Excess adhesive Misplaced transistors Defective board dimension Mounting holes improperly
• • • 6.12 Mary Beth Marrs, the manager of an apartment complex, feels overwhelmed by the number of complaints she is receiving. Below is the check sheet she has kept for the past 12 weeks. Develop a Pareto chart using this information. What recommendations would you make? PARKING/ TENANT
• • 6.5 The Head of Department of your college is concerned about the poor outcomes. He has recorded data presented in the table below for 10 students. He first investigated the students’ attendance rate and their grade to understand if there is a correlation between attendance and grade
• 6.3 Develop a Pareto Chart of the following causes for defectives in Lloyds shoe production REASON FOR DEFECTIVE Lack of training of production staff Poor leather quality No process descriptions Difficulties understanding the processes Divergent glue quality Variable production quantities
6.1 An avant-garde clothing manufacturer runs a series of high-profile, risqué ads on a billboard on Highway 101 and regularly collects protest calls from people who are offended by them. The company has no idea how many people in total see the ads, but it has been collecting statistics on the
Northern Airlines’s frequent flyer complaints about redeeming miles for free, discounted, and upgraded travel are summarized below, in 5 categories, from 600 letters received this year COMPLAINT Could not get through to customer service to make requests FREQUENCY 125 Seats not available on date
• • S5.15 Hartley Auto Supply delivers parts to area auto service centers and is replacing its fleet of delivery vehicles. What is the total vehicle life cycle cost of this gasoline engine truck given the information provided in the following table? VEHICLE PURCHASE COST VEHICLE OPERATING COST
• • S5.13 Green Forever (see Problem S5.12) has decided to add an automatic string feeder system with cost and revenue estimates as shown below to the GF Deluxe model.a) What is the new revenue retrieval value for each model?b) Which model is the better environmental design alternative? RESALE
• • S5.12 Green Forever, a manufacturer of lawn equipment, has preliminary drawings for two grass trimmer designs. Charla Fraley’s job is to determine which is better environmentally.Specifically, she is to use the following data to help the company determine:a) The revenue retrieval for the
• • S5.9 Mercedes is assessing which of two windshield suppliers provides a better environmental design for disassembly. Using the tables below, select between PG Glass and Glass Unlimited. PG Glass REVENUE REVENUE RESALE RECYCLING PROCESSING DISPOSAL COST PER COST PER PART PER UNIT PER UNIT
3. A manufacturing company operating a subsidiary in a developing area shows the following results:(a) Calculate partial labour and capital productivity figures for the holding and the subsidiary. (b) Compute the multifactor productivity figures for labour and capital together. (c) Calculate the
1. Two types of scooters were produced by a scooter manufacturer. Quantities sold, price per unit, and labour hours are as follows. What is the labour productivity for each scooter? Explain the problem(s) associated with the labour productivity. Kinetic Bajaj Labour, Kinetic Labour Bajaj Quantity
Products X and Y are being manufactured by a company using materials A and B. Both materials are equally suitable. Product X is expected to sell at ` 75 per unit and product Y at ` 35 per unit.The operating data is given below:Compare the productivity of material, labour and electrical energy in
Find the partial productivity and total productivity for M/s ABC company for which the following data is available:Assume the above values are constant with respect to a base period. Output = 500 pcs worth 15000, Material input 3000, Energy input 600 kwhr costing 1500, Labour input = 200 man-hours
2 What advice would you give Dan?
1 How would you describe the culture of NMFRS?
If we need to get something, it always seems to be diffi cult to get it.
There is a widening chasm between them and us.
They are good at checking, controlling, creating policies, having meetings – how does that help us?
They do management, we need leadership.

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