27.The fundamental planning tool used to implement quality function deployment (QFD) is the:

a.voice of the customer.

b.technical requirement relationship matrix.

c.market and competitive evaluation rating matrix.

d.House of Quality.

e.marketplace evaluation.

28. Based upon your reading of the literature associated with the House of Quality concept, the final step in using the House of Quality involves identifying those technical features that meet any of the following criteria except:

a.the strongest relationship to customer requirements.

b.the highest quality.

c.poor competitive performance.

d.strong selling points.

29.Which of the following is not supported by Japan's Genichi Taguchi?

a.Tolerance optimization

b.Goal-post model

c.Quadratic loss function

d.Monetary expression of variation

e.Sunk cost minimization

30.The specifications for an automobile part (in inches) are 10.00 0.15, and the Taguchi loss function is estimated to be L(x) = 9,300 (x - T) 2. Determine the estimated loss per part if the concerned quality feature has an actual value of 10.20 inches.

a.$37200

b.$93000

c.$372

d.$93

e.$9

31.Based upon what you read in your textbook, customer contact, for the purpose of classifying a system as being high-contact or low-contact, is measured by:

a.the percentage of a service provider's workday spent with customers.

b.the number of times a customer makes an inquiry divided by the total time it takes to investigate if a service encounter has taken place or was necessary.

c.the number of service encounters occurring in a given span of time.

d.the number of different service providers required to serve one customer.

e.the percentage of time a customer must be in the system relative to the total time it takes to provide a service.

32.Objectives of service guarantees include all of the following except:

a.building brand image.

b.reducing customer risk.

c.forcing operational improvement.

d.allowing reduced pricing.

33.At ABC Apparels, the apparel stocks in the firm's outlets are changed every week. This is based on the changing fashion preferences of its customers. Its managers also coordinate in real-time among its other stores and satisfy its customers' requirements. In this case, ABC Apparels most likely uses _____. a.the center-of-gravity method

b.the push-pull boundary

c.an efficient supply chain

d.a responsive supply chain

e.none of the above

34.The DEF Corporation provides integrated services that include storing manufactured goods, packaging, and delivering it to the dealers or customers. Given this information, DEF is most likely a _____.

a.third-party logistics provider

b.contract manufacturer

c.distribution center

d.supplier

e.Importer-exporter expediter

35.A difference between efficient supply chains and responsive supply chains is that responsive supply chains _____.

a.focus on flexibility and responsive service

b.focus on maximizing efficiencies in process flow

c.seek to balance capacity and demand, resulting in low levels of inventory

d.seek to minimize cost of routing products from factory to customers

36.Smith and Jones Inc. is an automobile manufacturing firm. It produces and assembles all the parts of automobiles in its factory and, later, ships the finished products to its storehouses. The managers at the storehouses distribute the goods to wholesalers. Customers then buy the products from the wholesalers. In this scenario, the push-pull boundary for Rues and West Inc. is at the _____.

a.factory

b.wholesalers

c.storehouses

d.assembly section

e.All of the above would fit here

37.Unlike firms that outsource, firms engaged in offshoring:

a.manage to reduce travel expenses.

b.are able to enforce intellectual property rights easily.

c.maintain ownership of the facility in another country.

d.have better control on quality

38.Which of the following statements is true of a responsive supply chain?

a.It works best when demand is stable and predictable.

b.It works best when product life cycles are short and change often because of innovation.

c.It works best when customers require standardization rather than customization.

d.It works best when contribution margins are low.

39.Let's consider an enterprise like Subway.Subway's sandwich process is best described as:

a.custom or make-to-order.

b.option or assemble-to-order.

c.standard or make-to-stock.

d.a value (supply) chain.

40.An accounting firm specializing in standard EZ tax returns filed online with a similar sequence of steps is best described as what type of process?

a.Project

b.Job shop

c.Flow shop

d.Continuous flow

e.None of above

41._____ processes are organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers a.System

b.Job shop

c.Flow shop

d.Continuous flow

e.Project

42.What type of process would a paper mill most likely use?

a.Project

b.Job shop

c.Flow shop process

d.Continuous flow process