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business
supply chain management 2nd
ISE Operations And Supply Chain Management 16th International Edition F. Robert Jacobs, Richard B. Chase - Solutions
Make a list of pizza delivery process design requirements. Associate with each requirement a measure that would ensure that the process meets the requirement.LO9-3
Design a process that meets your requirements. Describe it by using a flowchart similar to that shown in Exhibit 9.6.LO9-3
Where would you place Shouldice Hospital on the product–process framework (see the Chapter 5 case, “Shouldice Hospital—A Cut Above”)? What are the implications of adding a specialty such as cosmetic surgery?LO9-3
Think about your latest trip to a hospital/health care facility. How many different handoffs did you encounter? How would you rate the quality of the service relative to the patient experience and relative to that of the friends and family?LO9-3
Some have argued that, for hospitals, both medical schools and nursing schools should be considered part of the supply chain. Do you agree?LO9-3
Hospitals are major users of poka-yoke (fail-safe) devices.Which ones can you think of that would apply?LO9-3
Could a hospital or physician offer a service guarantee? Explain.LO9-3
How does a physician-driven supply chain differ from a typical materials supply chain?LO9-3
What could a hospital learn from benchmarking a Ritz-Carlton Hotel?Southwest Airlines? Disneyland?LO9-3
As in manufacturing, productivity and capacity utilization are important performance measures in health care operations. What are the similarities and differences in how these measures might be used in the two different industries?LO9-3
What would you consider to be the most important performance measure in a hospital? Explain.LO9-3
As the “baby-boomer” generation ages, the percentage of the U.S.population over age 65 will grow at a faster rate than the size of the workforce paying taxes and health insurance premiums. How do you expect that to impact health care operations and supply chain management?LO9-3
In manufacturing, quality measures are largely based on hard evidence. In health care, what are quality and service measures largely based on?LO9-3
A general rule of designing hospital layouts is to separate patient/visitor flow from what? (Answer in Appendix E)LO9-3
What is the term used to refer to the flow of work through a hospital?LO9-3
What inventory-related term is used to refer to points in a health care process where waiting takes place, either before or after treatment takes place?LO9-3
What type of worker constitutes the largest component of the hospital’s workforce?LO9S-2
In hospitals, dashboards are often used to display performance measures on a routine basis. What type of dashboard tracks metrics such as mortality rate, quality improvement, and readmission rates?(Answer in Appendix E)LO9-3
What dashboard would display metrics such as accurate performance of transfusion protocols and code response time?LO9S-3
Remote diagnosis uses electronic devices for diagnosing patients at a distance. What is another term used to refer to this practice?LO9-3
What is the term used to describe arrangements to move clinical information across various information systems while still maintaining the meaning of the information being exchanged?LO9-3
What is the term used to refer to the application of the scientific method to evaluate alternative treatment methods and create guidelines for similar clinical situations?LO9-3
Draw two process flow diagrams. One for the pharmacy customers, and another for the regular and new patients.LO9-3
Calculate the capacity and utilization of each resource (people, rooms) and identify bottlenecks.LO9-3
Calculate the average wait and time in service for patients with appointments (new and returning) and for those seeking a prescription refill.LO9-3
What are your recommendations for improvement?LO9-3
Understand what an enterprise resource planning (ERP) system is.LO17-2
Explain how ERP integrates business units through information sharing.LO17-2
Illustrate how supply chain planning and control fits within ERP.LO17-2
Describe the benefits of using an ERP system.LO17-2
Are the ERP systems discussed in the chapter appropriate for use in all firms? Explain.LO17-2
Describe how an ERP system fits into the overall information system structure in a firm.LO17-2
ERP systems provide a wealth of information that can be used and analyzed in a wide variety of ways. What is an inherent risk with so much information?LO17-2
Visit the vendors’ websites to read up on both SAP and Microsoft Dynamics ERP systems. Provide a list of four ways in which the two differ in their approach to implementing ERP.LO17-2
Briefly describe how supply chain planning and control is managed in an ERP system.LO17-2
What term relates to the posting and tracking of activities that document a business?LO17-2
ERP systems from different vendors vary quite a bit, but typically they will focus on at least which four major areas?LO17-2
What is the term for a computer program often used to facilitate database queries that are not part of a standard ERP system?LO17-3
What are the four main functions within SAP’s supply chain software?LO17-2
What term refers to the sharing of information with partners to coordinate production, enabling everyone to work together to increase visibility and responsiveness?LO17-2
A computer system that links all areas of a company using an integrated set of application programs and a common database.LO17-2
The application programs are designed in accordance with industry norms or _____.LO17-2
True/False: Implementing an ERP system is a simple exercise that involves loading software on a computer.LO17-2
The name of Microsoft’s ERP offering.LO17-2
Part of an ERP system that manages the activities within a certain functional area.LO17-2
A set of processes to enable vendor-driven replenishment.LO17-2
Exemplify a typical business process and how it can be analyzed.LO11-2
Compare different types of processes.LO11-2
Explain how jobs are designed.LO11-2
Analyze manufacturing, service, and logistics processes to ensure the competitiveness of a firm.LO11-2
Explain operations consulting and how money is made in the industry.LO11-2
Illustrate the operations analysis tools used in the consulting industry.LO11-2
Define a process in general. Apply this definition in detail to a university, a grocery store, and a beer brewing company.LO11-2
Describe cycle time as it relates to business processes. Why is it important to the management of business processes? How does it relate to concepts like productivity and capacity utilization?LO11-2
Compare McDonald’s old and current processes for making hamburgers. How valid is McDonald’s claim that the new process will produce fresher hamburgers for the customer? Comparing McDonald’s current process to the processes used by Burger King and Wendy’s, which process would appear to
State in your own words what Little’s law means. Describe an example that you have observed where Little’s law applies.LO11-2
Explain how having more work-in-process inventory can improve the efficiency of a process. How can this be bad?LO11-2
Recently, some operations management experts have begun insisting that simply maximizing process velocity, which actually means minimizing the time it takes to process something through the system, is the single most important measure for improving a process. Can you think of a situation in which
What is job enrichment and what has led to its importance in job design?LO11-2
Why are work measurements and time standards important for a firm? Are there any negatives to the implementation of these standards? Are there ways to achieve the same objectives without setting firm standards?LO11-4
From your own experiences, compare the processes of your favorite brick-and-mortar department store and a comparable online retailer.What advantages does each have over the other? What advantages does each offer you, the customer?LO11-2
What is the effect of waiting time on a manufacturing process? Why is it good to reduce waiting time? Can it be eliminated altogether?LO11-2
How does seasonal variability in demand affect the flow and waiting time through a process? How might a company respond to reduce the effect of this variability?LO11-2
A manufacturing company has a small production line dedicated to making a particular product. The line has four stations in serial.Inputs arrive at station 1 and the output from station 1 becomes the input to station 2. The output from station 2 is the input to station 3 and so on. The output from
In a flowchart, what is used to represent a storage activity in a process?LO11-2
A process is part of an organization that takes _____, turns them into _____, and adds _____ while doing so.LO11-2
You are in a line at the bank drive-through and 10 cars are in front of you. You estimate that the clerk is taking about five minutes per car to serve. How long do you expect to wait in line?LO11-2
A firm has redesigned its production process so that it now takes 10 hours for a unit to be made. Using the old process, it took 15 hours to make a unit. If the process makes one unit each hour, on average, and each unit is worth $1,500, what is the reduction in work-in-process value?LO11-2
Avis Company is a car rental company that is located three miles from the Los Angeles airport (LAX). Avis is dispatching a bus from its offices to the airport every 2 minutes. The average traveling time(round-trip) is 20 minutes.a. How many Avis buses are traveling to and from the airport?b. The
At the Children’s Hospital in Seattle there are, on average, 60 births per week. Mother and child stay, on average, two days before they leave the hospital. At the Swedish Hospital (also in Seattle), the average number of births per week is 210. Mothers and children stay in the hospital two days,
What are the four basic techniques for measuring work and setting time standards?LO11-2
Which work measurement technique is most appropriate for tasks that are infrequent or have a long cycle time?LO11-4
An enterprising student has set up an internship clearinghouse for business students. Each student who uses the service fills out a form and lists up to 10 companies that he or she would like to have contacted. The clearinghouse has a choice of two methods to use for processing the forms. The
Rockness Recycling refurbishes rundown business students. The process uses a moving belt, which carries each student through the five steps of the process in sequence. The five steps are as follows:Step Description Time Required per Student 1 Unpack and place on belt 1.0 minute 2 Strip off bad
The bathtub theory of operations management is being promoted as the next breakthrough for global competitiveness. The factory is a bathtub with 50 gallons of capacity. The drain is the outlet to the market and can output three gallons per hour when wide open. The faucet is the raw material input
A processor makes two components, A and B, which are then packaged together as the final product (each product sold contains one A and one B). The processor can do only one component at a time: Either it can make As or it can make Bs. There is a setup time when switching from A to B.Current plans
The following represents a process used to assemble a chair with an upholstered seat. Stations A, B, and C make the seat; stations J, K, and L assemble the chair frame; station X is where the two subassemblies are brought together; and some final tasks are completed in stations Y and Z. One worker
Wally’s Widget Warehouse takes orders from 7 A.M. to 7 P.M. The manager wants to analyze the process and has provided the following process flow diagram. There are three steps required to ship a customer order. The first step is to take the order from a customer.The second step is to pick the
The National State Bank is trying to make sure it has enough tellers to handle the Friday afternoon rush of workers wanting to cash their paychecks. It is only concerned with the last hour of the day from 4:00 to 5:00 P.M. It takes 5 minutes per customer to be processed by the tellers. The average
I-mart is a discount optical shop that can fill most prescription orders in around one hour. The management is analyzing the processes at the store. There currently is one person assigned to each task. The optometrist assigned to task B takes an hour off for lunch and the other employees work the
A quoting department for a custom publishing house can complete four quotes per day, and there are 20 quotes in various stages in the department. Applying Little’s law, the current lead time for a quote is how many days?LO11-2
A small barber shop has a single chair and an area for waiting, where only one person can be in the chair at a time, and no one leaves without getting their hair cut. So the system is roughly Assume customers arrive at the rate of 10 per hour and stay an average of 0.5 hour. What is the average
Make a flowchart of the activities performed by a customer calling into the Runners Edge call center. Show in your flowchart all of the possible ways that a customer might move through the activities identified by the consultants.LO11-2
How well do you believe the call center is performing? How helpful is the information on complaints provided by the consultants?3. Based on your flowchart and the list of complaints, where should Mr. Watterson focus his attention for improvements?LO11-2
What performance measures should Mr. Watterson consider to improve performance?LO11-2
Model the flow of customers through the call center. Assume that an average of 100 customers per hour call the center. Also, assume that the call center is operated by six CSRs, three running consultants, and six billing clerks.LO11-2
Calculate the input rate (events/hour) and the average time per event for each of the three departments.LO11-2
Calculate the average utilization, for each of the three departments given the current staffing levels.LO11-2
What should Mr. Watterson do to improve performance?LO11-2
This is a part of an organization that takes inputs and transforms them into outputs.LO11-2
This is the ratio of the time that a resource is activated relative to the time it is available for use.LO11-2
This is when one or more activities stop because of a lack of work.LO11-2
This is when an activity stops because there is no place to put the work that was just completed.LO11-2
This is a step in a process that is the slowest compared to the other steps. This step limits the capacity of the process.LO11-2
What is the difference between McDonald’s old and current processes?LO11-2
This refers to the fixed timing of the movement of items through a process.LO11-2
This is when one company compares itself to another relative to operations performance.LO11-2
This is the time it takes a unit to travel through the process from beginning to end. It includes time waiting in queues and buffers.LO11-2
The relationship between time and units in a process is called this.LO11-2
What is the mathematical relationship between time and units in a process?LO11-2
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