MCQ : OSCM
Prepared By: Prof.Chandrakant Thorat
1.……………………………. Is an area of management concerned wth o!erseeng" desgnng and contro##ng 1.……………………………. the process of prod$cton and redesgnng %$sness operatons n prod$cton of goods and ser!ces& '( Q$a#ty Q$a#ty contro# B( Mantenance dept C( Marketng )( Operatons management. *. Operatons Management n!o#!es the respons%#ty of ens$rng that %$sness operatons are effcent n terms of $sng as few reso$rces as needed and effect!e n terms of meetng meetng ……………… re+$rement . '( Top Top management B( ,ne s$per!sor C( C$stomer )( )( Money. -. Operaton Management s concerned wth managng the process that con!erts ……………….nto ………….. '( Inp$t" o$tp$t
B( %ad" good C( %etter" %est )( )( Q$a#ty" Q$a#ty" S$per +$a#ty. +$a#ty.
. The hghest #e!e# offcers shape the ………………. and re!se t o!er tme. '( Strategy B( Strategy B( Q$a#ty c( Prod$ct )( Process. /. S$pp#y Chan s ………….dynamc as compared to operatons management. '(More '(More B(,es B(,esss C( 0+$a# )( More or ,ess. . Man$fact$rng management dea#s wth decson makng makng re#ated to prod$cton prod$cton process so that the res$#tng res$#tng goods 2 ser!ces are prod$ced accordng to specfcatons n the amo$nts 2 %y the sched$#e demanded at mnm$m cost. Ths defnton defnton s g!en %y '( 0dward B$ffa B( B$ffa B( 3.'.3ardng C( 4.5.Tayor )( 6#%ert. 7. 8Man$fact$rng management s concerned wth those processes whch con!erts the np$t nto o$tp$ts. Inp$ts are raw matera#" men" machne" methods and the o$tp$ts are fnsh goods and ser!ce.9 Ths defnton s g!en %y '( 4.5 4.5.T .Tay#or ay#or B(0#ton Mayo C(3.'.3ardng C(3.'.3ardng )(0dward )(0dward B$ffa. . ………………….. management s the fe#d concerned wth managng an d drectng the physca# and technca# f$nctons of a frm or organ;aton" partc$#ar#y those re#atng to de!e#opment "prod$cton and man$fact$rng. '(Q$a#ty B( Mantenance C(Matera#s )(Operatons. <…………………….. ntegrates s$pp#y and demand management wthn and across companes. chan management B(Operatons C( Q$a#ty )(Marketng .
'(S$pp#y
1=. S$pp#y chan management s an ntegratng f$ncton wth prmary respons%#ty of ……………… ma>or %$sness f$nctons and %$sness processes wthn and across companes nto a cohes!e and hgh ?performng %$sness mode#. '( ,nkng B( )e@#nkng C( 5e 5e#dng #dng )(Castng . 11. Many of the ………………. enco$ntered n the s$pp#y chan %etween dfferent companes that that seek to maAm;e ther re!en$e wthn ther sphere of nterest nterest "%$t may ha!e #tt#e or no know#edge or nterest n the remanng p#ayers n the s$pp#y chan . '( eAchanges B( eAchanges B( decsons decsons C( Stores Stores )( B#ocks . 1*. The #oose#y co$p#ed "se#f organ;ng network of %$snesses %$snesses that co@operates to pro!de pro!de prod$cts and ser!ce offerngs has %een ca##ed the ……………….. '( 0Atended 0nterprse. 0nterprse. B( Operaton Operaton management management C(SCM )(Marketng management. 1-. 6$aranteeng accepta%#e condtons n a g#o%a# s$pp#y chan can %e ……………….. Cha##enge. '(smp#e B( easy C( common D) common D) complex . complex .
1.'s part of ther efforts efforts to demonstrate demonstrate ………………….. ………………….. practces "many #arge #arge companes 2 g#o%a# %rands are ntegratng codes of cond$ct and g$de#nes nto ther corporate c$#t$res and management s ystems. A) B( Ma#@practce C( 6ood )( Bad. Ethical B( 1/. Corporatons are makng demands on ther s$pp#ers fac#ttes"farms fac#ttes"farms "s$% contracted ser!ces s$ch as c#eanng "canteen "sec$rty etc.( and !erfyng "thro$gh ……………" that they are comp#yng wth the re+$red standard. A) Social audits B(Peop#e audits B(Peop#e C( Company )( )rector 1. The %asc dea %ehnd SCM s that companes and corporatons n!o#!e themse#!es n a s$pp#y chan %y ………………….. a%o$t market f#$catons and prod$cton capa%#tes. '( 0Achangng nformaton B( nformaton B( 5orkng 5orkng C( )ong )( ot eAchangng nformaton. 17.In the 1<=Ds "the term S$pp#y chan management SCM( was de!e#oped to eApress the need to to ntegrate the key %$sness processes from from the end $ser thro$gh orgna# orgna# …………….. '( S$pp#ers B( Owners C( 5orkers )( Offcers. 1. If a## re#e!ant nformaton s access%#e to any re#e!ant co mpany" e!ery company n the s$pp#y chan has the a%#ty to he#p ……………… the entre s$pp#y s$pp#y chan rather than than to s$% ?optm;e ?optm;e %ased on a #oca# nterest. A) Optimize B( Optimize B( S$%@optm;e C( other )( each other. 1<.In corpora tng SCM s$ccessf$##y s$ccessf$##y #eads to a new knd knd of competton on the g#o%a# market "where competton s no #onger of company !ers$s company %$t rather takes on a s$pp#y chan !ers$s …………………………. 4orm. A) supply chain B( Operatons C( Marketng )( Q$a#ty. *=. The Prmary o%>ect!e of SCM s to f$#f## c$stomer demands thro$gh the most effcent $se of …………………….. " nc#$dng dstr%$ton" capacty" n!entory and #a%or. '( reso$rces B( reso$rces B( Eoad C(ra#way )( seaways. *1. In theory "a s$pp#y s$pp#y chan seeks to match demand wth …………………… and do so wth mnma# n!entory . '( demand B) supply C( market )( c$stomer . **…………………….. app#es to act!tes wthn wthn one company or organ;aton organ;aton n!o#!ng prod$ct dstr%$ton " whereas " 8 S$pp#y chan 8 addtona##y encompasses " man$fact$rng and proc$rement. '( S$pp#y chan B( Matera# C(P$rchase )( #ogstcs . #ogstcs . *-. Startng n the 1<<=Ds se!era# companes choose to o$tso$rce the #ogstcs aspect of s$pp#y chan management %y partnerng partnerng wth '( 1P, B( *P, C( -P, )( /P, *. S$pp#y chan management manage ment system are ntegrated partnershp among a## #nks n the f#ow of goods and ser!ces to the …………………… '( Company B( B$sness C( C$stomer )( S$pp#er. */. '## s$pp#y chan act!tes "nc#$dng p#annng "so$rcng "prod$cng "de#!erng and p ro!dng for ret$rns are hand#ed co##a%orat!e#y wthn an ntegrated s$pp#y cha n to ens$re the maAm$m $se of ………………………………… '( sheared reso$rces. B( roads C( Tr$cks )( 5a 5areho$se reho$ses. s. *.In tradtona# s$pp#y chan system "#arge companes fo$nd t %enefca# to !e rtca##y ntegrate s$pp#er f$nctons and dstr%$ton act!tes act!tes to maAm;e …………. 'nd ………… . '( prod$cton " #ogstca# B( Prod$ct "Q$a#ty C( de#!ery " +$a#ty )( speed " feed .
*7. Ee#ance on …………………….. partes for mportant s$pp#y chan act!tes s$ch s$ch as raw matera# proc$rement and dstr%$ton rases concerns re#ated to +$a#ty ass$rance "tme#y de#!ery and adherence to respons%#e %$sssness practces. '( 4rst B( Second C(Thrd )( 4fth *. 5hen companes a#ong a ……………………….. make a concerted effort to work together n the areas of proc$rement "prod$cton" and dstr%$ton an en!ronment of team work and transparency "a## of the frms n!o#!ed can eAperence a greater compett!e ad!antage. '( s$pp#y chan chan B( Market C( Matera# )( Prod$cton . *<. S$pp#y chan management manage ment nf#$ences yo$r a%#ty to satsfy the eApectaton of yo$r ………….. and ache!e compett!e ad!antage. '( c$stomer B( %oss C( emp#oyee )( workers. -=. 'ny eApected or $neApected s$pp#y chan dsr$ptons may de!astate yo$r ………………….. '( B$sness aspratons B( aspratons B( emp#oyee re#atons C( c$stomer )( Money. -1. To reman compett!e "sma## frms ha!e to offer s$peror +$ a#ty goods at the ……….. Prces poss%#e. '( ,owest B( ,owest B( 3ghest C( 0+$a# )( Moderate. -*. The need to mnm;e prod$ct costs makes effect!e chan management ………………………. '( Fta# B( $nnecessary C( Eare )( Often --. The cost n!o#!ed n e!ery process of the prod$ct #fe cyc#e and t s the respons%#ty of management management to ens$re that these costs are kept #ow " so the company can contn$e to pass a#ong these sa!ngs to the ………………………….. '( cons$mer B( prod$cton C( s$pp#er )(Owner -. S$pp#y chan management n!o#!es dentfyng those processes that ncrease …………. 5tho$t ncreasng the !a#$e of the fna# prod$ct. '( S;e B( shape C( +$a#ty )( cost. -/. The processes that are wastef$# and do not add !a#$e and sho$#d %e …………… whene!er poss%#e. '( 0nco$raged B( e#mnated C( e#mnated C( en#arged )( co#ored. -.' company that emp#oys S$pp#y S$pp#y chan management s a%#e to to ache!e effcency of ts operatons "snce on#y those ………………. 'ct!tes are enco$raged. '( !a#$e addton B( non@!a#$e addton C( Prod$cton )( Mantenance. -7. ' company that emp#oys s$pp#y chan management can foster c#ose ?knt re#atonshp wth ts s$pp#ers s$pp#ers and ………………. " ens$rng the tme#y f$#f##ment of orders. '( c$stomers B(company C( Stores )( P$rchase -. ' company known for ts tme#ness tme#ness and respons!eness w## w## attract more ……………… ……………… and w## grow as a res$#t of ncreased o$tp$t and sa#es. '( Farty arty B( Prod$cts C( Competton )( C$stomers. -<. B$sness eAsts to make ……………. '( ,oss
B( Proft
C( Prod$ct
)( Ser!ce
=. One of the most effcent ways of ncreasng a companyDs proft s s %y ens$rng that ……….. 're kept as #ow as poss%#e. poss%#e. '( Cost B( 5a 5ages ges c( Bon$s )( sa#ary 1.The app#caton of s$pp#y chan management %y a sma## company #eads to cost red$cton d$e to e#mnaton of ……………… processes. proces ses. '( Fa#$e Fa#$e addng B( wastef$# C( new )( o#d *.The term s$pp#y chan management SCM( was de!e#oped to eApress the need to ntegrate the %$sness process n the year …………… '( 1<= B( 1<7= C( 1<= )( 1<<=
-. S$pp#y chan and #ogstcs are the terms and can %e $sed nterchangea%#y. '( '#ways B( e!er B( e!er C( Sometme )( . S$pp#y Chan s ………… concept than #ogstcs.
'( Broader B( arrow C( 0+$a# )( Shorter
/. The factors factors whch mo!e the the goods from one prod$cton prod$cton pont to the the other are a part of …… Prod$cton B( Process C( Capacty )( ,ogstcs. . Ser!ces are ………………. ………………. '( Tang%#e Tang%#e 7. Q$a#ty Q$a#t y G Tang%#e H …………………. defect.
B( Insepara%#e
C( Constant
'(
)( on Persha%#e
'( Tang%#e B( Trang#e C( Intang%#e esteem !a#$e( )( !a#$e( )( ero
. The concept of ………………. has de!e#oped o$t of a need to %$#d %$#d +$a#ty nto the prod$ct rather than nspect the prod$ct for +$a#ty. '( Interna# C$stomer B( B( 0Aterna# C$stomer C( ,0' )( SA Sgma. <. ,ean Management s an approach #nked towards effcent ……………..management. '( In!entory B( marketng C( mantenance )( c$stomer. /=. 's a res$#t of the many %$sness scanda#s that ha!e %een n the news n recent years" more academc attenton s %eng g!en to the the ro#e of …………………. In %$sness. %$sness. '( Process B( Contro#s C( 0thcs )( 0thcs )( Q$a#ty. /1. …………………….. Management s an area of management con cerned wth o!erseeng" desgnng and contro##ng the process of prod$cton and redesgnng %$sssness operatons n the prod$cton of goods or ser!ces. '( S$pp#y Chan B( Operatons C( Operatons C( Q$a#ty )( desgn. /*. ' ………………………….. ………………………….. Is the network of organ;atons that are n!o#!ed thro$gh $pstream and downstream #nkages n the dfferent processes and act!tes that prod$ce !a#$e n the form of prod$cts and ser!ces n the hands of $#tmate c$stomers& It s a#so ca##ed as a !a#$e chan. '( Process B( S$pp#y Chan C( 4#ow )( Capacty P#an. /-. ………………….. Indcates the +$antty of prod$cts prod$ced n a man$fact$rng system. system. '( Farety Farety B( 4#ow C( Fo#$me )( Capacty. /. ………………… refers refers to the the n$m%er of s$%categores s$%categores of prod$cts and !arants of each prod$ct prod$ced n a man$fact$rng system. '( Farety B( 4#ow C( Fo#$me Fo#$me )( Capacty. Capac ty. //. ' ………………. ………………. 4#ow system s character;ed %y % y a stream#ned f#ow of prod$cts n the operatng op eratng system. '( Intermttent B( Contn$o$s C( J$m%#ed )( 6ra!ty /. The ……………. prod$cton system n the dscrete man$fact$rng nd$stry s an eAamp#e of contn$o$s and stream#ned f#ow n the man$fact$rng system. '( Mass B( Mass B( Jo% c( %atch )( assem%#e to order /7. ……………………. Prod$cton s the method poneered %y 3enry 4o rd for hs Mode# T car" and the effcces he ganed ena%#ed hm to prod$ce #a rge n$m%ers of cars at #ow cost. '( Batch B( Mass C( Jo% )( )( 4#ow. /. )esgnng )esgnng operatons system nc#$des makng choces wth respect to: Capacty )( '## a%o!e
'( ,ocaton B( Techno#ogy Techno#ogy C(
/<. 5hch of the fo##owng aspect are not dea#t wth %y an operaton manager& '( 3ow m$ch capacty s needed n the p#annng hor;on& B( 5hat 5hat #ayo$t s %est for the the man$fact$re of companyDs companyDs prod$ct& C( 3ow to mot!ate emp#oyee )( )( whch prod$cts Kser!ces sho$#d %e offered& =. Operatons management s app#ca%#e @@ '( Most#y to man$fact$rng sector B( Most#y to ser!ce sector. C( 0Ac#$s!e#y to ser!ce sector )( )( to man$fact$rng as we## as ser!ce sectors 1. 5hch of the fo##owng s not a typca# s$pp#y chan mem%er& '( S$pp#er B( Prod$cer C( c$stomer )( Eeta#ers credtor. *. 5hch of the fo##owng s not a typca# a typca# attr%$tes of goods@ '( Man$fact$re processes are dffc$#t to a$tomate& B( O$tp$t can %e n!entored C( 6oods can %e reso#d )( Q$a#ty aspect are dffc$#t to meas$re. -.9 Conformance to specfcaton specfcaton 8s a noton $sed n n @ '( S$pp#y Chan B( #ogstcs #ogstcs c( E2) )( Q$a#ty. . Prod$cton P#annng 2 Contro# s re#at!e#y smp#e n @ '( Jo%%ng prod$cton C( Mass 2 f#ow prod$cton )( Pro>ect prod$cton.
B( Batch prod$cton
/. ' garage to repar motor cyc#e s s a typca# eAamp#e of …… '( Pro>ect B( Batch C( Jo%%ng )( one of a%o!e. . Prod$ct!ty s dffc$#t to %e mpro!ed n ser!ce sector %eca$se the work s @ B( dffc$#t to meas$re C( C ( Often dffc$#t to a$tomate )( a$tomate )( a## of the a%o!e.
'( typca##y typca##y #a%or ntens!e
7. C$rrent trends n operatons management nc#$de a## of the fo##owng eAcept @ '( J$st@n@ tme performance B( Eapd prod$ct de!e#opment C( Mass prod$cton )( 0mpowered emp#oyees. . Operaton management s a ……………….. Process. '( Trans#aton B( Transformaton C( Transacton Transacton
)( Transton. Transton.
<. The J$st n tme ph#osophy was de!e#oped at whch a$tomaker& '( ssan B( Toyota C( )otson )( 3onda 7=. 5hch of the fo##owng are not characterstcs of ser!ce pro!der operatons& '( 0asy meas$rement of +$a#ty B( #a%or ntens!e C( 3gh c$stomer contacts
)( '## of the a%o!e.
71. 5hen Prod$cton Prod$cton !o#$me s #ow and c$stom;aton s hgh a …………… ,ayo$t s s ndcated. ndcated. '( 4#eA%#e f#ow B( #ne f#ow C( fAed poston )( Cyc#e tme. 7*. The ana#yss too# for a +$a#ty pro%#em that n!o#!es se#ectng the pro%#em" dentfyng the ma>or categores of potenta# ca$ses and assocatng #ke#y specfc ca$ses s …… '( Pareto charts B( 4sh %one dagrams C( Scatter dagrams )( Check #st. 7-. Speca#;aton res$#t n %eneft s$ch as @ '( a s#ower" de#%erate workp#ace B( ,ess tranng tme per emp#oyee C( emp#oyee C( 3gher wages )( 3gh emp#oyee e mp#oyee mora#e. 7. 5hch of the fo##owng s not a compett!e prorty of operatons& '( ,ow cost operatons B( )e!e#opng speed C( 3gh performance desgn
)( Owng a patent.
7/. Compett!e prortes of ser!ce processes nc#$de the strateges of: '( Consstent +$a#ty B( On@tme de#!ery C( C$stom;aton )( '## of the a%o!e. 7. )ecsons that tend to foc$s on the entre organ;aton c$ttng across departmenta# #nes and ha!e #ong term conse+$ences are ca##ed ca##ed ……………….. '( )epartmenta# )epartmenta# B( Tactca# Tactca# C( Strategc )( )( one of the a%o!e. 77. 0ffect!e ways of ganng g#o%a# presence nc#$de techno#ogy )( '## of the a%o!e.
'( ,ocatng a%road B( Jont !ent$res C( #censng
7. ' Jo% order shop shop wo$#d prefer '( Process #ayo$t B( Prod$ct #ayo$t C( 6T #ayo$t )( 4Aed poston #ayo$t 7<. ' Lana% system s a#so ca##ed: '( ,ean #ogstcs B( Toyota: Ta@co@ma C( a p$## system )( system )( Japanese MEP =. 5hch of the fo##owng s approprate for sA sgma +$a#ty& '( )efect per h$ndred B( )efect far tho$sand C( )efects per #acks
)( )efects per m##on.
1. 0ffcent#y 0ffcent#y sched$#ng matera# matera# and #a%or s an eAamp#e of ………………… ………………… '( Strategc B( Tactca# C( Operatona# )( Short term.
decson.
*. Techno#ogca# Techno#ogca# change s proceedng at a rapd rate %$t there are many cha##enges s$ch as: '( Eo%ots ha!e not pro!en $sef$# n man$fact$rng. man$fact$rng. B( The nternet s too too dffc$#t to $se. C( 0mp#oyees may resst techno#ogca# change f t not managed we##. )( Techno#ogy Techno#ogy cannot pro!de a compett!e ad!antage. -. The fo##owng are characterstcs of a ser!ce %#$eprnt. '( ' f#ow chart that dentfes hgh c$stomer contact step. B( Benchmarkng C( ' hstogram )( ' Check#st. . ' ma>or s$pp#er to an a$to man$fact$rer wo$#d most #ke#y adopt whch prod$cton and n!entory n!entor y strategy& '( 'ssem%#e 'ssem%#e ?to order strategy. strategy. B( Post pa!ement strategy C( Make to order strategy )( )( Make to stock strategy. /. The three f$nctons of %$sness organ;atons Marketng" Operatons and 4nance( a % c d
're 're m$t$ m$t$a# a##y #y eAc# eAc#$s $s! !ee O!er#ap 4$nc 4$nct ton on nd ndep epen ende dent nt#y #y )o not not nte nterf rfac acee wth wth each each other other..
. 5hch of the the fo##owng aspect are not dea#t wth %y an operatons manager& a( 3ow m$ch capacty s s needed n the the p#annng hor;on& %( 5hat #ayo$t s %est for %est for the the man$fact$re of the company prod$cts& c( 3ow to mot!ate emp#oyees& d( 5hch prod$cts K ser!ces sho$#d %e offered& 7. The person who ntrod$ced standard;aton" nterchange a of parts was a % c d
'dom Smth 0# 5htney 5. 0dwar wards )em )emng 3enry 4ord
.
The fe#d fe#d of operatons management management s shaped %y ad!ances n whch of the fo##owng
4e#ds& a % c d
Phy Physcs scs and and che chem mst stry ry Bo#ogy and anatomy Info Inform rmat aton scen cence cess Ind$st Ind $stra ra## eng engneer neerng ng and man managem agement ent sc scence ence
<. S$pp#y chan and #ogstcs a % c d
're same same terms terms and can %e $sed $sed nterc nterchan hangea% gea%#y& #y& 're dfferent terms" s$pp#y chan s a %roader concept than #ogstcs& #ogstcs& 're dff dfferent erent terms" terms" s$pp#y s$pp#y chan chan s a narrower narrower concept concept than #ogstcs #ogstcs&& S$pp#y chan and concept dffer dffer from organ;at organ;aton on to to organ;a organ;aton. ton.
<=. 5hch of the fo##owng statement statement s tr$e& tr$e& a % c d
Tran Transp spor orta tat ton on and and #ogs #ogst tcs cs are are same same Physca# dstr%$ton and #ogstcs are same. S$pp#y S$pp#y cha chan n s s$%> s$%>ect ect of #og #ogst stc css ,ogstcs s a s$%set of s$pp#y chan.
<1. Typca# Typca# dfferences %etween goods and ser!ces do not nc#$de a % c d
Cost per $nt Tmng of prod$cton and cons$mpton C$s C$stomer omer nt nterac eractton Lnow now#edge dge co conten ntentt
<*. 5hch of the fo##owng s not a typca# ser!ce attr%$te& a % c d
Intan ntang g%# %#ee prod prod$c $ctt 3gh c$stomer nteracton Sm$ Sm$#t #tane aneo$ o$ss prod$c prod$ct ton on and and cons$m cons$mpt pton on 0asy to re rese##.
<-. 0#omatc Inda( ,td. Prod$ces act$ators on an assem%#y #ne. If t prod$ced *== act$ators n an eght ho$rs shft" the prod$ct!ty of the #ne s& a % c d
*/ ac actt$a $ato torrs pe perr ho$ ho$r r = act$ators per ho$r *== *== act act$a $attors ors per per ho$ ho$r r 1== 1== act$ act$at ator orss per per ho$r ho$r
<. 5hch +$a#ty g$r$ defned +$a#ty as ftness for the p$rpose& a % c d
Joseph J$ran Ph#p Cros%y 5.0. )e )eemng 4#egen%a$m
Prod$ct desgn
% c d
Operaton S$pp#y ch chan Process de desgn
<. Cyc#e tme the sma##est n a % c d
Jo%% Jo%%ng prod prod$c $ct ton on Pro>ect prod$cton Batch prod$ od$cton Mass Ma ss an and d f#o f#ow w pro prod$ d$ct cto on n
<7. 5ork 5ork n process s hgh n a %
Jo%%ng prod$cton Mass 2 f#ow prod$cton
c( Batch prod$cton d( Contn$o$s prod$cton
<. Most operaton prod$ce a mAt$re of %oth prod$cts of ser!ces whch of the fo##owng %$snesses s s c#osest to prod$ce p$re ser!ces& a % c d
' resta$rant Stee# company 'n agr agrc$ c$##t$ra# $ra# farm farm Co$n Co $nse se#o #orK rKth ther erap aps stt
<<. The %est opport$nty for an ncrease n prod$ct!ty s s pro!ded %y a % c d
,a%o$r Capta# Management '## of a%o!e
1==. 'n operaton manager s not #ke#y to %e n!o#!ed n a( The desgn of prod$cts and ser!ces %( The +$a#ty of prod$cts and ser!ces c( The dentfcaton of c$stomerDs wants and needs d( 5ork 5ork sched$#ng to meet the de#!ery dates promsed to c$stomers 1=1. ' s$ccessf$# s$ccessf$# TQM program ncorporates a## of the fo##owng eAcept a( Contn$o$s mpro!ement %( 0mp#oyment mpro!ement c( Bench maskng d( Centra#;ed decson makng a$thorty 1=*. Basc prncp#e of #ean thnkng s a( Fa#$e Fa#$e
B( Perfecton Perfect on
C( P$##
)('## of the a%o!e
1=-.The three ma>or f$nctons necessary n a ## organ;atons are : . Marketng" 4 4nance" Op Operatons . 'cco$n o$ntng Persona# na#" Oper peratons ons" . . Mar Market ketng ng"" 'cc 'cco$ o$nt ntn ng" g" Oper Operat atons ons !. Mar Market ketng ng"" 3$m 3$man Ees Eeso$r o$rce" ce" Q$a# Q$a#ty
1=.5hch one of the fo##owng wo$#d not genera##y fa## $nder pre!ew of op eratons management& . 5ork methods . Manage n!entores . Prod$cts 2 Ser!ce )e )esgn !. Sec$re 4nanca# Eeso$rces 1=/.The 4ather of scentfc management s : . 3enery 4ord ( 0# 5htney . 4redarch 5. Tay#or !( e#son P+$est 1= .5ho among the fo##owng fo##owng s assocated assocated wth contr%$ton contr%$ton to +$a#ty n Operatons Management& . Char Char#e #ess Ba%% Ba%%ag agee ( 3enr 3enry y 4ord 4ord !( !( 4ran 4rank k 6# 6#%red %redtth . 5.0. )emng 1=7. s the system %y whch organ;atons so$rce" make and de#!er ther p rod$ct or ser!ces accordng to market demand. . S$pp#y chan ( Operatons (Mantenance IF( Matera#s 1=.' encompasses a## act!tes assocated assocated wth the f#ow of transformaton transformaton of goods from raw matera# stage" thro$gh to end $se . Prod Prod$c $ct ton on #ne #ne ( ( Mark Market etn ng g chan channe ne## !( !( 5areho reho$s $see . S$pp#y chan 1=.5hch of the fo##owng wo$#d not %e f$ncton for operatons n a fast food resta$rant& . Mak Makng ng d# d#es es"" dosa dosa"" wada wada"" etc etc ( ( Man Manta tan nn ng g e+$ e+$pm pment ent . 'd!e 'd !errts sn ng g and and Pr Prom omot oto on n !( P$rchasng e+$pment 1=< 1=< . 5hc 5hch h of the the fo# fo##o #ow wng ng ser ser! !ce cess s not not c$s c$sto tom m;e ;ed d to nd nd! !d$ d$a# a# nee needs ds&& . 3ar 3ar )res )ress sng ng ( ()e )ent nta# a# care care . ,ega# Ser!ces !( $rsery 0d$caton 1=7 84tness 84tness for the the P$rpose9 P$rpose9 s a term term $sed n n :@ . S$pp#y S$pp#y Chan Chan Managem Management ent ( ( ,ogst ,ogstcs cs Managem Management ent . Q$a#ty management !( Mantenance Management 1= 8Confrmat 8Confrmaton on to specfcaton specfcaton99 s a noton $sed n . S$pp#y S$pp#y Chan Chan ( ( Eesear Eesearch ch 2 )e!e#op )e!e#opmen mentt . ,ogstcs !( Q$a#ty 1=< . The concept concept of ntern nterna# a# c$stomer c$stomer has has ts orgn orgn n . Operat Operatons ons Managem Management ent ( ( Mater Matera# a# Managem Management ent . S$pp#y chan management !( Tota# Tota# Q$a#ty Management Manage ment 11= Three key factors n se#ecton of the prod$cton process are: . Farety" Fo#$me 2 4#ow . Farety arety " !o#$me and matera# . Fo#$me" Q$antty and Q$a#ty !. Fo#$me" Q$antty Q$antt y and 4#ow 111The #a%o$r force n n mass 2 f#ow prod$cton $s$a##y . Nnsk##ed or sem@sk##ed . Sk##ed n n a specfc tr trade . . Sk# Sk##e #ed d n more more than than one one trad tradee !(3 !(3g gh# h#y y sk# sk##e #ed d 11*6enera# repar shops" speca# machne too# man$fact$rers" %$ #dng contractors" and workshops to man$fact$re >gs 2 fAt$res for other frms are typca# eAamp#es of . Jo Jo%% %%ng ng and and Pro Pro>e >ect ct Pro Prod$ d$ct cto on n ( Batch Prod$cton . Process Prod$cton !( Contn$o$s Prod$cton 11-. 5hat type of process a paper m## s most #ke#y to $se . )rect ( Pro>ect ( Contn$o$s f#ow !( Jo%%ng 11. Ser!ces are . Intang%#e ( Persha%#e
. Inse Insepa para ra%# %#ee !( Cons Consttant ant 11/.. Prod$ct!ty ncreases when ? . Inp$t Inp$t ncr ncrea ease se wh# wh#ee o$t o$tp$ p$ts ts rema reman n the the sam samee .. Inp$t In p$t de decr creas easee wh wh#e #e o$t o$tp$ p$tt rem rema an n the the sa same me . . O$tp$ O$tp$ts ts decre decreas asee wh wh#e #e np$t np$tss rem rema an n the the sam samee !. !. O$t and and np np$t $tss ncr ncreas easee pro propo port rto onat nate#y e#y 11.. 5hch of the fo##owng fo##owng decsons does not fa## wthn scope of operatons management& . 4nanca# 'na#yss ( Q$a#ty management . . ,ocat ,ocato on n of fac fac# #t tes es !( !( )es )esgn gn 2 prod prod$c $ctt 2 ser! ser!c ces es 117.. Process #ayo$t s a#so known as . 6ro$ 6ro$p p #ayo #ayo$t $t ( ( Prod Prod$c $ctt #ayo #ayo$t $t . ,ne #ayo$t !( 4$nctona# #ayo$t 11.. ' s$ccessf$# TQM Program ncorporates a## of the fo##owng eAcept . Cont Contn$o n$o$s $s mpr mpro!e o!eme ment nt ( (0m 0mp# p#oym oyment ent mpr mpro! o!em ement ent . Bench markng !( Centra#;ed decson makng a$thorty 11<. 4re+$ent changes n machne set@$p s a common phenomenon n …………………. '( Mass man$fact$rng B( 4#ow man$fact$rng C( ntermttent f#ow )( '## of the a%o!e 1*= . In ………………. Machnes 2 ser!ces are gro$ped on a f$nctona# %ass and operatons of the same type are performed n the same area . '( Prod$ct #ayo$t B(Process #ayo$t C( Contn$o$s f#ow )( 4Aed poston #ayo$t 1*1. 5hch came #ast n the de!e#opment of o f man$fact$rng techn+$e & '( ,ean Prod$cton B( )!son of ,a%o$r C( Craft prod$cton )( Mass prod$cton 1**. The Person who ntrod$ced company wde +$a#ty +$a#ty contro# system was : '('dam Smth B( 0# 5htney C( 5.0dward 5.0dwardss )emng )( 4.5 4.5.Ta .Tay#or. y#or. 1*-. In whch )ecade S$pp#y Chan management SCM( ph#osophy emerged & '( 1<= B( 1<7= C( 1<= )( 1<<=. 1*. Prmary o%>ect!e of SCM s to f$#f## c$stomer demand thro$gh effcent effcent $se of …………. '( Eoad B( Ea#ways C( Seaways )( Eeso$rces 1*/. 5hch s not tr$e regardng dfferences %etween goods and ser!ces & '( Ser!ces are genera##y prod$ced and cons$med sm$#taneo$s#y " goods are not. B( Ser!ces tend to ha!e #ower c$stomer nteracton than prod$cts. C( Ser!ces tend to %e more know#edge @ Based than prod$cts. )( Ser!ces tend to ha!e more c$stomer nteracton than prod$cts. 1*. Ph#p Cross%y defned Q$a#ty as @ '( Conformance to specfcaton B( Meetng Meetng c$stomerDs c$stomerDs needs C( 4tness for p$rpose )( Q$a#ty s e!ery%ody concern . 1*7.Fo#$me "Farety and 4#ow are three aspects $sed for : '( Prod$ct desgn B( Operaton C( S$pp#y Chan )( )esgn 1*. Ee#at!e great dea# of prod$cton p#annng and contro# efforts are re+$red n B( Batch prod$cton C( prod$cton C( Mass and f#ow prod$cton d(Contn$o$s prod$cton.
'( Jo%%ng prod$cton
1*<. …………………. Prod$cton s character;ed %y man$fact$re of #arge !arety of prod$cts and ser!ce and few prod$cton +$antty. '( Pro>ect B( Batch C(Jo%%ng )( Mass and f#ow.
1-=. Ser!ce sector acco$nts for what approAmate#y what percentage of 6)P & '( *= B(= C( = )( 7* 1-1. ' hgh !o#$me man$fact$rng process typca##y means a## of the fo##owng eAcept @ '( ' #ne or contn$o$s process B( More c$stomer n!o#!ement C( ,ess reso$rce f#eA%#ty )(6reater capta# ntensty. ntensty. 1-*. The $se of 6ro$p Techno#ogy Techno#ogy addresses each of the characterstcs #sted %e#ow eAcept : '( 4am#es 4am#es of parts or prod$cts B( ,ow !o#$me processes processes C( C$stomer Satsfacton )( Eed$cton of >$m%#ed f#ow. 1--.3ow many f#ow n!o#!e n SCM &
'(* B( C(-
1-. S$pp#y chan process cyc#e n!o#!es : c( Man$fact$rng cyc#e )( '## of these.
'( C$stomer cyc#e
)(one of a%o!e
B(Eep#enshment cyc#e
1-/.o$ 1-/.o$ may o$tso$rce o$tso$rce some of yo$r s$pp#y chan act!tes to a!od the the …………………. …………………. Cost of wareho$sng "f#eet operatons operatons and staff mantenance. '( ,ow B(3gh B(3gh C(0+$a# )(Nn@e+$a# 1-. 86#o%a# s$pp#y chan s$r!ey *=1- 8 re!ea#ed that some of the #eadng p#ayers n dfferent sectors o$tso$rce as m$ch as = of ther ………………… and #ogstcs operatons. '( 5areho$sng 5areho$sng B(0mp#oyee C(Cost )(SCM. 1-7. o$ o$ cannot $nderestmate the rea#t#tes of g#o%a# …………… …………… when craftng craftng yo$r s$pp#y chan management strateges. strateges. '( Coo#ng B( 5armng 5armng C( Competton )(6rowth 1-.There are concerns that the transportaton of cargo %y road "sea and ar emt ……………. 6ases to to the atmosphere. '( toAc B( fresh C( good )( hea#th#y 1-<.o …………… …………… can eAst wtho$t at #east one ser!ce or prod$ct . '( process B( prod$ct C(operaton )(Ser!ce. 1=. …………………….. desgn s the se#ecton of the np$ts " reso$rces " work f#ows and methods that transform np$ts nto o$tp$ts. '( E2) B( Process C( Prod$ct )( Method St$dy 11. Process desgn decsons m$st %e made when " 1( gap eAsts %etween compett!e prortes 2 compett!e prortes prortes and compett!e capa%#tes. *( a new ser!ce or prod$ct s %eng offered offered . -(demand for a ser!ce or prod$ct s changng ( new techno#oges are a!a#a%#e . '( '## of a%o!e a%o!e B(On#y 1 C(On#y *
)(On#y -
1*. 5despread 5despread $se of the …………….. has f$ndamenta##y transformed the wor#d nto a g#o%a# !##age. '( ews paper B(Prntng C( T.F T.F )(Internet 1-. ' %rck and mortar approach to %$sness s no #onger the norm as ……………… p#atforms edge towards occ$pyng the centre stage of %$sness proc$rement and s$pp#es strateges. strateges. '( e@commerce B( ra#way C( arway )( seaway 1. Increased access%#ty of nternatona# market comes wth greater cha##enges of managng eApens!e eApens!e ……………. etworks. '( Chan B(,oca# C( 4oregn )( S$pp#y Chan 1/. o$ m$st harness yo$r ………………… capa%#tes to ache!e +$ck t$rnaro$nds n the proc$rement and dstr%$ton of stock tems. '(P#annng B()ecson makng C( S$pp#y Chan )( Prod$cton
1.In Inda we had system of ……………….. craftmen n each !##age !##age known as Bara %a#$tedar n Marath( who s$pported s$pported man#y man#y agrc$#t$ra# economy m$t$a##y. m$t$a##y. '( B( 1* C ( 1/ )(1 17. Before nd$stra# re!o#$ton " the prod$cts were prod$ce d %y nd!d$a#s who had hgh#y de!e#oped sk##s workng wth man#y wood and ron. ron. Ths category of prod$cton s known as 8 ………………….. 8 prod$cton. '( Craft B( Mass C( Batch )( Contn$o$s 1. Ind$stra# re!o#$ton s s s$pposed to ha!e started wth wth ………………………… ………………………… whch remo!ed the restrcton of $sng ether manKanma# power n the nd$stry. nd$stry. '( Before Chrst B(1
|
'('dam Smth 177
1/=. ……………………… ……………………… saw the potenta# %eneft of de!e#opng 8 Interchangea%#e parts9 for the the frearms frearms of the $nted state army n 1=1. '( 0# 5htney 5htney B(4.5.Tay#or C( 4rank 6#%reth )( 6antt 1/1. Char#es Ba%%age 1-*( n hs %ook 8The economy of machnery and man$fact$re9 he p$t forward forward 8…………………………..9 as an addtona# ad!antage of d!son of #a%o$r and assgnment of >o% %y sk##. sk##. '( Tme St$dy B( Moton St$dy C( Speca#saton )( Method 1/*.4rank 6#%reth 1<==( s ca##ed n!entor of ……………….. st$dy of >o%s. '( Moton B(Prod$cton C(Jo% )( 4actory. 1/-. 3enry 4ord 1<1-( ntrod$ced the concept of ………………….. ………………….. prod$cton and organ;ed organ;ed work statons nto a >o% se+$enta# con!eyor %e#t assem%#y #ne. '( Jo% B(Batch C( Mass Mass )(Prod$ct 1/. ……………………… dd not n!ent the a$tomo%#e "%$t he de!e#oped and man$fact$red the frst a$tomo%#e that many mdd#e c#ass "'mercans co$#d afford to %$y. '( 3enry 4ord B( James 5att C( 4.5.T 4.5.Tay#or ay#or )( 6antt 1//.4.5. 1//.4.5.3arrs 3arrs 1<1/( de!e#oped frst economc #ot s;es mode# for ……………….. contro# . '( Q$a#ty B( In!entory C( Speed )( 4eed 1/.0#ton Mayo 1<*7( s known as the 4o$nder of the ………………….. B( Q$a#ty mo!ement C( ,ean mo!ement )( SA SA sgma sgma
'( h$man re#atons mo!ement
1/7. Tota# Tota# Q$a#ty Q$a#ty Management and Contn$o$s mpro!ement trace trace %ack to a former former Be## Te#ephone Te#ephone emp#oyee named …………………… '( 5a#ter Shewart B( 4.5. 4.5.Tay#or Tay#or C(0#ton Mayo )( 4.5. 4.5.3arrs. 3arrs. 1/. ………………………. ………………………. Contro# chart was de!e#oped %y 5a#ter 5a#ter Shewhart . '( SPC B( Q$a#ty C( 6rantt )( 3or;onta# 1/<. 5a#ter 5a#ter Shewhart de!e#oped the sheward cyc#e " ……………………… com%nes %oth creat!e management thnkng wth statstca# ana#yss. '( ,earnng 2 Impro!ement Cyc#e B( B@cyc#e C( Motar cyc#e )( Tr @cyc#e 1=. ………………… s a systematc approach to dentfy waste of prod$ct and process %y ana#yss of the f$ncton" wtho$t affectng "re#a%#ty and ser!ce. '( Fa Fa#$e #$e 'na#yss B( PPC C(Scentfc Management )(TQM
11. The The workng of the economc system %y whch goods and ser!ces are s$pp#ed s$pp#ed to cons$mers n!o#!es fo##owng market f$nctons. 1(Prod$cton *( )str%$ton -(0Achange (Cons$mpton '( '## of the a%o!e B( On#y Prod$cton C( On#y dstr%$ton )( )( On#y eAchange 1*. ……………………….. ……………………….. s the set of act!tes concerned wth effcent mo!ement of fnshed goods from the end of the prod$cton operaton to the cons$mer .'( Physca# dstr%$ton B( dstr%$ton B( PPC C( Operatons Operatons )(Prod$cton 1-.Physca# dstr%$ton s a part of a #arger #arger process ca##ed 8 …………………. 8 whch nc#$des who#esa#e and reta# marketng "as we## the physca# mo!ement of prod$cts. prod$cts. '( )str%$ton B( Marketng C(Se##ng )(Transportaton. 1. Physca# dstr%$ton s s defned as hand#ng "mo!ement and storage of goods from the the pont of ………… to the pont of cons$mpton cons$mpton or $se " !a !aro$s channe#s of dstr%$ton process. process. '( Orgn B( 5a 5areho$ reho$se se C(Market )( Ea#way staton. 1/. The prmary partcpants of the physca# dstr%$ton dstr%$ton process are prod$cer"5ho#esa#er")str%$tors"Eet prod$cer"5ho#esa#er")str%$tors"Eeta#ers a#ers and ……………………….. ……………………….. '( 0nd ?$sers B( ?$sers B( Eaw matera# s$pp#er C(Transporter C(Transporter )( Tr$cks Tr$cks 1.Based on the degree of c$stomer contact " one can !s$a#;e !s$a#;e three types of desIgns for ser!ce processes '( ,ow degree of c$stomer contact : +$as man$fact$rng man$fact$rng . B( Med$m degree of c$stomer c$stomer contact : mAed ser!ce C( 3gh degree of c$stomer contact : P$re ser!ce ser!ce )( '## of the a%o!e ' "B""C 17. Ser!ce …………………. Is a method %y whch the ser!ce de#!ery process s %roken down nto nd!d$a# e#ements thro$gh thro$gh a step ?%y@step mappng mappng of the process. '( %#$eprntng B( %#$eprntng B( red prntng prntng C( ye##ow prntng prntng )( %#ack prntng . 1. Organ;aton ha!e a#ternat!e choces wth respect to C$stomer contact 2 ser!ce comp#eAty. These choces ref#ect n the ser!ce ……………….. '(postonng '(postonng B( B( heght C(matter )( depth 1<. In ser!ce system "the c$stomer drect#y nteracts wth the ……………… pro!der. '(ser!ce '(ser!ce C( process )( p#ace.
B(prod$ct
17=. In ser!ce system "str$ct$ra# mechansms mechansms m$st %e n p#ace to make the process smp#e "easy to $se and conforta%#e for for the the ……………………….. ……………………….. '( c$stomer B( B( pro!der C( Both '2B )( Safety. 171. The appearance of the p#ace where where the ser!ce s pro!ded n n tse#f tse#f nf#$ences the mpresson and the ………….. +$a#ty aspects. '( ser!ce B( pro!der C( %oth '2B )( one of a%o!e '2 B 17*. In ser!ce system "payng caref$# caref$# attenton to the aesthetcs aesthetcs and am%ence of the system system s !ery mportant wh#e dong ……………. P#annng . '(,ayo$t B( Ste C( Prod$ct )( P#ace 17-. '## '## aspects of a ser!ce ser!ce de#!ery system that are n the #ne #ne of !s%#ty of the c$stomer w## %e part of the ………………. Offce. '(4ront B(Back C( ' or B )(' 2 B 17. In ser!ce #ayo$t p#annng " ,ne of ………………….. separates a## the act!tes n whch the c$stomer has to ha!e a drect nteracton wth the ser!ce pro!der as part of the ser!ce creaton 2 de#!ery. '( Fs%#ty B( Interacton C( ' or B )( one of ' 2 B
17/. In ser!ce system "#ne of ……………….. ……………….. nc#$des a## the str$ct$ra# p#annng and nteractona# e#ements of a ser!ce de#!ery process that fa## wthn the eyesght of the c$stomer . '( Fs%#ty Fs%#ty B( B( nteracton C( ' or B )( one of ' or B 17……………… Offce Offce pro!de the c$stomer wth amp#e opport$ntes opport$ntes to dsco!er hs Kher moments moments of tr$th tr$th a%o$t the ser!ce de#!ery process " the +$a#ty " the peop#e 2 a host of other ss$es '( 4ront B( Back C ( 4ront or Back )( one of ' or B 177. '## aspects of a ser!ce de#!ery process that are %ehnd the #ne of !s%#ty constt$te the ………… offce . '( Back B( 4ront C( ' 2 B )( one of ' or B 17. The %ack offce may operate as a s$pport arm for the ………………… #ne staff %y pro!dng them wth data "nformaton "p#annng too#s and processng processng s$pport on se!era# aspect of a ser!ce. '(4ront B( %ack C( 4ront or Back )( one of ' or B 17<. '## the emp#oyees operatng n the front offce re+$re re+$re s$peror comm$ncaton sk##s sk##s " the the rght attt$de 2 temperament n dea#ng wth the ………………. '( c$stomer B(socety C(Peop#e )(Owner 1=. 0mp#oyees n the %ack offce re+$re greater p#annng and …………….. …………….. sk##s than nterpersona# sk##s sk##s . '( technca# B( on@technca# C( ' or B )( 'dmnstrat!e 'dmnstrat!e 11. )esgnng of processes s an mportant mportant and …………… step n operaton management. '( #ate B( down C( $p )( ear#y 1*.The desIgnng of man$fact$rng processes essenta##y conssts conssts of certan choces we make wth respect to the ………………. Of the parts n a man$fact$rng system . '( 4#ow B( #ocaton C( ste )( desgn. 1-. The desgn of ……………….. essenta##y conssts of !aro$s choces that we make wth wth respect to the f#ow of parts n a man$fact$rng system. '( Processes Processes B( Prod$ct C( ' or B )( cyc#e 1. Three mportant aspects ha!e a sgnfcant nf#$ence on the process: Fo#$me" o#$me" ………. 'nd 4#ow. '( P#ace B( Market C( Farety )( Men 1/. ……………….. ……………….. ndcates the a!erage +$antty of prod$cts prod$ced n a man$fact$rng system . '( Fo#$me B( Farety Farety C( 4#ow )( Machne 1. …………………… refers to the n$m%er of a#ternat!e prod$cts and !arents of each prod$ct prod$ced n a man$fact$rng man$fa ct$rng system. '( Fo#$me Fo#$me B( Farety C( ' or B )( Q$a#ty Q$a# ty 17. P#annng 2 Sched$#ng may %ecome ……………….. ……………….. on acco$nt of added choces n the man$fact$rng man$fact$rng system. '( smp#e B( easy C( more comp#eA )( hard 1.The matera# $ndergoes a con!erson process from the raw matera# stage to the fnshed goods stage . ……………….. ndcates the nat$re 2 ntensty ntensty of ths ths phenomenon . '( 4#ow B( Fo#$me Fo#$me C( Farety Farety )('## of a%o!e ' " B "C 1<.Fo# 1<.Fo#$me"Fa $me"Farety rety and 4#ow are …………….. to one another . '(Opposed B(,nked C(Sm#ar )('## '"B"C 1<=.In genera# " Fo# Fo#$me $me and Farety w## ha!e an ……………………… ……………………… re#atonshp. '( n!erse B( nc#ned C( e+$a# )( $pward
1<1. 5hen the !o#$me of prod$cton s !ery hgh " the frm s #ke#y to %e engaged n the man$fact$re of ……………. Faretes Faretes of prod$cts. prod$c ts. '( fewer B( #arger C( ' or B )( one of ' or B 1<*. 4rm caters to a wde range of prod$cts and ser!ces" then the prod$cton !o#$me of each of these !aratons s #ke#y to %e !ery …………………. '( hgh B( #ow C( med$m )( ' or B or C 1<-. Three types of f#ows eAst n man$fact$rng systems : Contn$o$s " ………………. 'nd J$m%#ed. J$m%#ed. '( Contn$o$s B( Intermttent C( Mass )( ,ne 1<. Contn$o$s f#ow s s #arge#y a res$#t of techno#ogca# constrants constrants and a ……………….. !o#$me !o#$me of prod$cton. '( #ow B( hgh C( $nt )( ' or B or C 1orty of >o%s n a man$fact$rng system w## ha!e to tra!e# …………….. dstance %efore comp#etng ther processng re+$rements. '( shorter B( #onger C( $nder gro$nd )( hgh *=/. ' …………………… ,ayo$t ,ayo$t s an arrangement of reso$rces reso$rces on the %ass of the the process characterstcs of the reso$rces a!a#a%#e . '( Process B (Prod$ct C( ,ne )( 6'
*=. ' Prod$ct #ayo$t #ayo$t ………………….. ………………….. Prod$cton P#annng and Contro# pro%#ems. '( ncreases B( decreases C( smp#fes )( comp#cate *=7. ……………….. #ayo$t pro!des an a#ternat!e a#ternat!e method for confg$rng reso$rces n organ;aton that ha!e md@!o#$me " md@!arety prod$ct portfo#os. '( 6ro$p Te Techno#ogy chno#ogy B(,ne C(Prodc$t )(Process *=. ………………. ………………. Is a ph#osophy that seek to eAp#ot commona#ty n man$fact$rng and $ses ths as the %ass for gro$png components and reso$rces. '( 6T B(PT C( 'T )(OT *=<. …………………….. …………………….. #ayo$t are typca##y typca##y emp#oyeed n #arge #arge pro>ect type organ;aton organ;aton . '( 4Aed poston B(Prod$ct C(Process )( 6ro$p Techno#ogy Techno#ogy *1=. Shearng of speca#;ed 2 cost#y e+$pments"more f#eA%#ty "#arge n!entory %$#d $p "eAcess matera# hand#ng 2 operatona# contro# dffc$#t " n ……………….. #ayo$t. '(Process B(Prod$ct C( 4Aed poston )(6T *11. Standard;ed prod$ct Kprocess ro$tng "hgh o$tp$t rate s poss%#e "#ow to#erance for %reakdown "d$p#caton of e+$pment #eadng to hgh hgh cost " #ower f#eA%#ty f#eA%#ty d$e dedcaton of reso$rces n …………. ,ayo$t. '( Process B( Prod$ct Prod$ct C( fAed poston )( 6T *1*. Q$a#ty s ……………. Proportona# to !ara%#ty. '( drect#y B(n!erse#y B(n!erse#y C(0+$a##y )( not *1-. Q$a#ty s …………………. …………………. Perce!ed %y the c$stomer .'(goods .'(goods B(ser!ce C(!a#$e )( goods or ser!ce *1.6ench Tag$ch Tag$ch defnes +$a#ty +$a#ty s the the ………………… mparted to to socety from the tme the prod$ct s shpped. '( proft B( ser!ce C( goods )( #oss *1/. 6ench Tag$ch Tag$ch defnes +$a#ty n a …………………… manner. '( post!e B(negat!e B(negat!e C( C( ;ero )( sng#e dgt *1.Q$a#ty s the degree to whch a specfed prod$ct s preferred o!er competng prod$cts of e+$!a#ent grade "%ased on comparat!e test %y c$stomers" norma##y norma##y ca##ed …………. . '(c$stomerDs preference B(Q$a#ty prod$ct C(Brand )(Prod$ct feat$re *17.' ………………. Is the network of organ;aton that are n!o#!ed thro$gh $pstream and downstream #nkages n the dfferent processes and act!tes that prod$ce !a#$e n the form of prod$cts and ser!ces n the hands of $#tmate $#tmate c$stomers. It s s a#so ca##ed as a !a#$e chan. '( Process B(S$pp#y chan C(4#ow )(Capacty p#an *1. Fo Fo#$me "Farety "Farety and 4#ow are three aspect whch m$st %e consdered n n the process of ……………… ……………… '(operatons B(process desgn C( prod$ct desgn )(#ogstcs. *1<.' ……………… f#ow system s character;ed %y a stream#ned f#ow of prod$cts n the operatng system. '( Intermttent B( Contn$o$s C(J$m%#ed )( ntermttent or >$m%#ed **=. ……………… prod$cton he#ps ens$re that the prod$ct or ser!ce matches the c$stomerDs eAact needs" as c#ose#y as the frm frm s a%#e "%eca$se t s #tera##y C$stom C$stom ?madeD . '( 4#ow B( Mass C( Jo% )(Batch Jo% )(Batch **1. Interna# c$stomers are
…………….. '( C$stomers B( s$pp#ers C( emp#oyees )( !endors
***. 'ccordng to the the man$fact$rng ?%ased defnton defnton of +$a#ty '( Q$a#ty s the degree of eAce##ence at an accepta%#e prce and the contro# of !ara%#ty at an accepta%#e cost. B( ' process of +$a#ty depends on how we## the prod$ct %ts patterns of cons$mers preferences. C(Q$a#ty s the degree to whch a specfc p rod$ct conforms to standards. )( standards. )( e!en thro$gh +$a#ty cannot %e defned "yo$ know what t s . **-. 0EP means ……………………….. '( 0thca# and Eemote p#annng B( 0#ectronc reso$rce p#annng C( 0Achange reso$rce p#annng )( 0nterprse Eeso$rce P#annng **. 5hch opton s not s$ta%#e ad!antage of e#ectronc data nterchange '(Ca%#e operator fa$#ty B( Q$ck process to nformaton C( Increased prod$ct!ty )( mpro!ed %##ng. **/. 0#ectronc commerce draws on techno#oges techno#oges and n!o#!es s$ch as @ transacton C( one of '2 B )( Both ' 2 B
'( e#ectronc f$nds B( on#ne
**. whch s not perspect!e perspect!e of +$a#ty : '(C$stomers !ew !ew B( Man$fact$re !ew C(Prod$cton !ew )( Prod$ct !ew . **7. …………………….. s an n!entory management and man$fact$rng strategy strategy that companes mp#ement to red$ce costs"ncrease prod$ct!ty and gan a compett!e ad!antage . '(SA sgma B(,ean management C( Poka yoka )( 4sh fone dagram **. ……………. Is a method %y whch management and emp#oyees can %ecome n!o#!ed n the the contn$o$s mpro!ement of the the prod$cton of goods and ser!ces. It s a com%naton a +$a#ty and management management too#s amed at ncreasng %$sness and red$cng #osses d$e to wastef$# practces. '( SCM B( TQM C( ,ogstc )( Poka yoka **<. )$ra%#ty "Percepton and re#a%#ty are dmenson of '( SCM B(Q$a#ty C(Operaton )(Mantenance *-=. 5hch s not type of +$a#ty & )( Q$a#ty of performance .
'( Q$a#ty of desgn B(Q$a#ty of Str$ct$re C( Q$a#ty of Conformance
*-1. SQC stands for …………… '( Statstca# Q$a#ty Contro# B( Strategc Q$a#ty Contro# C( Str$ct$ra# Q$a#ty Contro# )( one of ' "B C *-*. contn$o$s f#ow f#ow system s the speca#;ed man$fact$re of C( Farety Farety of prod$cts )( 0+$pments
'( '$tomatc Prod$ct B( Identca# prod$cts
*--. The a!erage +$antty of the prod$cts prod$ced n a man$fact$rng system system s ca##ed : '( 4#ow B( Contn$o$s f#ow C( Fo#$me )( Farety Farety *-. Co!ers the process of transformng transformng reso$rce or np$ts nto the fnshed o$tp$ts. '( Operaton system system B(4ac#ty #ayo$t C(Mass prod$cton )(Fo#$me *-/.One of the mportant mportant f$nctons of operatons management s : '( ,arger n!estment n!estment B( To To arrange or assem%#e C(To man$fact$rng 2 ser!ce sectors sectors )( Prod$ct se#ecton 2 desgn *-.In an organ;aton "genera##y the operaton management s a ……………….. ……………….. '( ,ne f$ncton B( Staff f$ncton C( ,ne 2 staff f$ncton )( one of these .
*-7. 5hch of the fo##owng wo$#d not %e norma##y consdered as a key feat$re of operatons management & '( 'n operaton s the part of an organ;aton whch creates wea#th thro$gh the manag ement of the transformaton process. B( 5or#d 5or#d c#ass operatons can g!e an organ;aton organ;aton compett!e ad!antage C( Most new techno#ogy s mp#emented n operaton areas. )( Operatons are the area of a %$sness where most peop#e work . *-. S$pp#y chan s network of :
'( S$pp#er B( )str%$tor C( Man$fact$rer )( '## '"B"C"
*-<. SCM dea#s wth : '(P#annng of s$pp#y chan act!tes B(Montorng of s$pp#y chan act!tes C( 0Aec$ton of s$pp#y chan )( '## of the a%o!e *=. 3ow many f#ows n!o#!e n SCM & '(* B(
C(-
)(none of '"B"C
*1.S$pp#y chan process cyc#e n!o#!es : '( C$stomer C$stomer order B( Eep#enshment cyc#e C(Man$fact$rng cyc#e )( '## '## of a%o!e ' "B"C **. 5hch s not perspect!e of +$a#ty & )(Prod$ct !ew
'(C$stomers !ew B(Man$fact$re !ew C(Prod$cton !ew
*-. The eght +$a#ty management prncp#es prncp#es are defned n : '( ISO <=== : *==/ B( ISO 1<=11: *=11 C( ISO <== : *=== )(ISO <== : *==< *. The scope of SCM s :
'(4$nctona# scope B( Organsatona# scope C( Both ' 2 B B )( !ertca#
*/. 8Q$a#ty s an asset whch may %e offered to the potenta# c$stomer of a prod$ct or ser!ce ser!ce 8. )efnaton g!en %y '( C.).,ews B(0dwards )emng C(C.5. C(C.5.Lennedy Lennedy )( ISO =* *. 4$ncton of SCM SCM : '(Strategc f$nctons B( Tactca# Tactca# f$nctons C( Operatona# Operatona# f$nctons f$nctons )(',, '"B"C *7. Tota# Tota# Q$a#ty Management emphas;es : '( The respons%#ty of the +$a#ty contro# staff to dentfy and so#!e a## +$a#ty re#ated pro%#ems. B( ' commtment to +$a#ty that goes %eyond nterna# company ss$es to s$pp#ers 2 c$stomers c$stomers.. C( ' system where strong managers are the on#y decson makers . )( ' process where most#y statstcans get n!o#!ed. *. Contn$o$s f#ow f#ow system s the the speca#;ed man$fact$re of : '( '$tomatc prod$ct B(Identca# prod$cts C( Farety Farety of prod$cts )( 0+$pments *<. Characterstcs of >o% prod$cton nc#$des : '( The prod$ct man$fact$red s c$stom made . B( Fo Fo#$me of o$tp$t s genera##y sma##. C( Machnes and e+$pments are arranged at one p#ace. )( ',, of a%o!e '"B"C */=. 3gh#y speca#sed peop#e and machne a##ow hgh rtaes of thro$ghp$t and #ow $nt cost n '( 'ssem%#y #ne B(Batch prod$cton C(Pro>ect )(Jo% )(Jo% prod$cton */1.Process #ayo$t s a#so ca##ed : )(Jo% shop #ayo$t
'( Processng #ayo$t
B(Straght@#ne #ayo$t
C(4#ow #ne #ayo$t
*/*. Prod$ct #ayo$t s $sef$# $nder : '(Smp#e and repett!e man$fact$rng process B( Capta# n!estment C(Ser!ce fac#tes )(Q$a#ty contro#.
*/-. The process n whch cons$mers partcpate and thro$gh whch the prod$ct s created and de#!ered to c$stomers s ca##ed : '( Spata# #ayo$t B(Ser!ce comp#eAty C(Ser!ce system desgn )( desgn )( Ser!cecape */. The phase of a ser!ce system where c$stomers are present s referred referred to as the : '(Jo% desgn B(4ront offce C(Back offce C(Back offce )( Off stage *//. ………………… refers to the arrangement of machnery e+$pment and other nd$stra# fac#tes '( Ce##$#ar #ayo$t B(4Aed poston #ayo$t C(4ac#ty #ayo$t )( Prod$ct #ayo$t. */.4actors affectng fac#ty #ayo$t changes nc#$des : '(Impro!ed +$a#ty contro# B('!odance B('!odance of %ott#enacks C(0conomes n hand#ng )(one of these . */7.The ma>or prod$ct %eng prod$ced fAed at one #ocaton s ca##ed : '( 4Aed poston #ayo$t B(Process #ayo$t C( 3y%rd 3y%rd #ayo$t )( Prod$ct #ayo$t #ayo$t */. The term ………………….s ………………….s Nsed to renforce the dea that ser!ces need to %e caref$##y desgned wth a %#$e prnt of ts own . '( Ser!ce specfcaton B()e#!ery B()e#!ery specfcatons C(ser!ce %#$eprntng %#$eprntng )()esgn specfcatons. */<. Ser!cecapes desgn nc#$de : '(The space and f$ncton where the ser!ce takes p#ace. B(The am%ent condtons "s$ch as m$sc "temperat$re "dRcor and nose. C(Sgns"sym%o#s and artefacts. )('## of the a%o!e *=. The factors whch mo!e the goods go ods from one prod$cton pont to other are part of ………………. '( Capacty B(Prod$cton C( Process )(,ogstcs. *1. 5hch 5hch of the fo##owng s tr$e statement statement : '(Tota# '(Tota# +$a#ty management management 2 #ean are the same same concept. B( ,ean management s part of Tota# +$a#ty management C(To C(Tota# ta# +$a#ty management s part of #ean management )( TQM s not re#ated to #ean management at a##. **. ,ean management s systematc systematc approach of : '( Identfcaton Identfcaton of waste n the system B(0##mnaton B(0##mnaton of waste n the system system C(Most optm$m $se $se of a!a#a%#e reso$rces )('## of a%o!e. *-. The mass prod$cton system n dscrete man$fact$rng man$fact$rng nd$stry s an eAamp#e of : '( Intermttant Intermttant f#ow system B( B( Contn$o$s f#ow system C( system C( J$m%#ed f#ow system )( Start ?stop f#ow system. *. )esgnng operaton system nc#$de decson re#atng to : 4ac#ty #ayo$t )( ',, a%o!e '"B"C */. The c$stomerDs !ew of +$a#ty means : )ong t rght 2 on tme )( 4tness for $se.
'( 4ac#ty #ocaton B(techno#ogy C(
'( )ong t n a rght way B( )ong t rght rght the frst tme C( C(
*. 8 Q$a#ty Q$a#ty s defned %y c$stomer9 c$stomer9 s : '( an $nrea#stc defnton defnton of +$a#ty B( a $ser@%ased $ser@%ased defnton of +$a#ty C( a man$fact$rng ?%ased defnton defnton of +$a#ty )( a prod$ct %ased defnton of +$a#ty *7. 5hch of the the fo##owng fo##owng s the ma>or categores of cost assocated wth +$a#ty & B('pprasa# cost C(Interna# 2 eAterna# fa#$re cost )( '## of the a%o!e '"B"C
'( Pre!enton cost
*. '## '## of the fo##owng costs are #ke#y to decrease as a res$#t of %etter +$a#ty contro# eAcept : '(c$stomer satsfacton B( npecton cost C( warranty 2 ser!ce cost )(mantenance cost
*<.Inspecton "scrap and repar are eAamp#es eAa mp#es of : '(nterna# costs B(eAterna# costs B(eAterna# costs C(costs of dssatsfacton )(soceta# costs. *7=. ISO <=== seeks standard;aton n n terms of : '(Prod$cts B(PEO)NCTIO PEOC0)NE0S C( S$pp#ers specfcaton )(Proced$res to manage +$a#ty *71. 5hch of the fo##owng s tr$e a%o$t ISO1=== certfcaton certfcaton : '( t s a prere+$ste prere+$ste for ISO<=== certfcaton B( t ndcates a hgher #e!e# of adherence to standards than ISO<=== . c( t s on#y taken %y companes eAportng ther goods. )( t dea#s wth en!ronmenta# management. *7*. 8La;en9 s a Japanese term meanng : '( a foo# foo# proof mechansm B( J$st n tme tme @JIT C( a fsh%one dagram )( Contn$o$s mpro!ement. *7-. Based on 1 ponts ")emng s a strong proponent of : '(Inspecton at the end of the prod$cton process . B( 'n 'n ncreasng n$merca# +$otas to %oost prod$ct!ty C( ,ookng for the cheapest s$pp#er )( tranng and know#edge. *7. The ph#osophy of ;ero defect s : '($nrea#stc '($nrea#stc B(Proh%t!e#y cost#y C(an C(an $#tmate goa#" n practce 1 to * defect s accepta%#e. )( Consstent wth the commtment to contn$o$s mpro!ement. *7/. Q$a#ty crc#e mem%ers are '( Pad accordng to ther contr%$ton to +$a#ty B(0Aterna# cons$#tants desgned to pro!de tranng n the $se of Q$a#ty too#s C( a#ways mKc operators )( one of a%o!e *7.The process of dentfyng other organ;atons that are %est at some facet of yo$r operatons and then mode#ng yo$r yo$r organ;aton organ;aton after after them s known as : '( Contn$o$s mpro!ement mpro!ement B( 0mp#oyee empowerment C( Benchmarkng Benchmarkng )(Copycattng *77. Cost of dssatsfacton "Eepar costs and warranty are e#ements of cost n the : B( Tag$ch #oss f$ncton C( ISO<=== Q$a#ty cost ca#c$#ator )(Process chart
'( Pareto charts
*. ' Q$a#ty #oss f$ncton $t#;es a## of the fo##owng eAcept : '( The cost of scrap and repar B( The cost of c$stomer dssatsfacton dssatsfacton C( nspecton "warranty "ser!ce cost and cost to socety socety )(Sa#es costs *<. Pareto chart s $sed to : '( Identfy nspecton ponts n a process B(O$t#ne prod$cton sched$#es C(Organ;e errors"pro%#ems or defects. )( Show matera# f#ow f#ow *<=. 'mong the too#s of TQM " the too# ordnar#y ordnar#y $sed to ad n $nderstandng the se+$ence of e!ents thro$gh whch a prod$ct tra!e#s tra!e#s s a : '(Pareto chart B(4#ow chart C(Check sheet )( Tag$ch Tag$ch map *<1. The process mpro!ement mpro!ement techn+$e that sorts the 8Fta# 8Fta# few9 from the 8tr!a# many many 8 s : '( Tag$ch ana#yss B(Pareto ana#yss C( Benchmarkng )( ero defect *<*. ' 4sh%one dagram s a#so known as : dagram )(Tag$ch )(Tag$ch dagram
'( Poka ?yoke dagram B( Ca$se 2 effect dagram C( La;en
*<-. 8Poka@yoke9 s the Japanese term for : '(Card B(4oo#proof C(Contn$o$s mpro!ement )(JIT *<. 5hch of the fo##owng s an mp#caton of #ow !arety & comp#eAty )( Matchng c$stomer needs.
'(,ow $nt cost B( 4#eA%#ty C( 3gh
*or decson decson !ara%#es n e+$pment se#ecton are : '(4#eA%#ty B(,a%o$r re+$rement re+$rement C(Man$fact$rer )( Both ' 2 B -=1. The Prod$ct process matrA : '( Shows as !o#$me decrease " 'ssem%#y #ne s the the so#$ton . B( Shows as Fo#$me ncrease speca#;ed e+$pment %ecome cost effect!e . C( a##ows a manager to >$stfy >$stfy %$yng new e+$pment )(one of these. -=*. 5ho 5ho frst ntrod$ced a Prod$ct Process MatrA & C( 0#ton Mayo )( 4.5 4.5.Ta .Tay#or y#or
'( Eo%ert 3ayes 2 Ste!en 5hee#wrght B( Lot#er
-=-. The prod$ct ?process matrA s a too# for ana#y;ng the re#atonshp %etween the the prod$ct #fe cyc#e and the …………………… #fe cyc#e '(process B(techno#ogca# B(techno#ogca# C(p#ace )( prce -=. The re#atonshp %etween prod$cton system system and prod$ct characterstcs s s depcted on a prod$ct@process matrA and forms the % %ass ass for se#ecton of the ………………………… ………………………….. '( Ste B(Market C( Matera# )( Prod$cton process. -=/. ' pro>ect process s %ased on a …………….. f#ow strategy .
'( rgd B( ,ne C( #near )( f#eA%#e
-=. ' pro>ect process #es at the …………….. 2 ……………… end of the process process choce contn$$m. contn$$m. '( ,ow ?c$stom;aton ?c$stom;aton and #ow !o#$me B( hgh@c$stom;aton and #ow !o#$me C(one !o#$me C(one of ' or B )( Both '2B '2B -=7. In Jo% shop process process $se …………….. f#ow strategy. '( rgd B( ,ne C( #near )( f#eA%#e -=. Fo#$me o#$me of prod$cton s mnm$m n : '( Jo% prod$cton B(Batch prod$cton prod$cton C( ,ne prod$cton )(Pro>ect -=<. CE'4T means : '( Common Eoom '##ocated 4or Too#s Too#s B( Comp$ter;ed Ee#at!e '##ocaton of 4ac#tes Techn+$e. Techn+$e. C( one of ' or B )( Both ' 2 B -1=. The ser!ce matrA was der!ed %y …………………… n 1<. 1<. 0#ton Mayo )( 6#%reth
'( Eoger Schmenner B( Lot#er C(
-11……………………….. -11……………………….. refers to need and a%#ty to a#ter the ser!ce n order to p#ease the nd!d$a# c$stomerDs partc$#ar preferances. '( C$stom;aton B( Q$a#ty Q$a#ty C( TQM )( ero ero defect -1*.B#$eprntng has g!en rse to other methodo#oges #ke : st$dy )(tme st$dy. -1-. ,0' Man$fact$rng ph#osophy s ca##ed : C(Pro>ect )( 4#eA%#e f#ow
'( ser!$cton B( moton st$dy C(method
'( TPS @ Toy Toyota ota Prod$cton System B( TQM
-1. ,ean man$fact$rng dentfed how many waste & '( * B(
C( )(7
-1/. ,ean waste dentfed : 1. 5aste from o!erprod$cton *. 5a 5aste ste of watng -. Transportaton Transportaton waste (Processng waste /( In!entory waste (5aste (5aste of moton 7( 5aste 5aste from prod$ct defect . '( '## a%o!e B( one of a%o!e C( on#y sr.no sr.no 1"*"-"
)( On#y sr.no sr.no /""7
-1. 5hch of the fo##owng s correct cyc#e for mp#ementaton of sA sgma +$ a#ty mpro!ement programme & '( )esgn"Montor "'na#y;e"Contro#"Impro!e B( )efne "Meas$re"'na#y;e"Impro!e"Contro# C( none of ' or B )( ether ' or B -17. 4$nctons of SCM re#ated to prod$cton"P$rchasng decson "n!entory comes $nder : f$nctons B( Tactca# f$nctons C( Operatona# f$nctons )( '## of these. these.
'( Strategc
-1. 5hch 5hch of these are are not the $#tmate $#tmate o%>ect!e of operatons management management . '( Pre ?esta%#shed ?esta%#shed cost B( Eght tme C( Integraton of process )(Eght Q$a#ty -1<. Prod$ct!ty s rato of :
'( o$tp$tKnp$t
B( np$tKo$tp$t
C( %oth '2B
)(one ' 2 B
-*=. 5hat are the set set of factors that nf#$ence an operatons manager to se#ect a process : '( 4eed%ack ana#yss"Fa ana#yss"Farety "Fo#$me "Fo#$me B( Fo#$me o#$me "0n!ronment "4eed%ack ana#yss C( Fo#$me "Farety "4#ow )( Contro#"0conomy Co ntro#"0conomy "Fo#$me "Fo#$me -*1. Of the process se#ecton aspects what ndcates " nat$re 2 ntensty of con!erson process of np$ts to o$tp$t and how con!erson takes p#ace. '(Fo# '(Fo#$me $me ?!arety re#aton B( Con!erson ndeA C( 4#ow -**. 5hch f#ow system s character;ed %y #ong prod$cton r$ns of dentca# dentca# or sm#ar dscrete tems thro$gh same se+$ence of operaton . '( Intermttent Intermttent f#ow B( Contn$o$s f#ow C( Batch man$fact$rng )( Jo% man$fact$rng f#ow. -*-. 4re+$ent changes n machne set@$p s a common phenomenon n : B( 4#ow man$fact$rng C( Intermttent f#ow )( '## of the a%o!e
'( Mass man$fact$rng
-*. The machnes are f$##y a$tomatc 2 cost#y n : '( Contn$o$s f#ow system B('na#ytca# 4#ow C(Jo% man$fact$rng )( Batch man$fact$rng -*/.Man$fact$rng of dr$gs "pharmace$tca#s "med$m 2 hea!y machnes comes n : '( >o% Prod$cton B( Batch Prod$cton C(Mass prod$cton )( 4#ow prod$cton -*.Man$fact$rng of cement : '( >o% Prod$cton B( Batch Prod$cton C(Mass prod$cton )( 4#ow prod$cton
-*7. 5hch process s s approprate d$rng a prod$ct ntrod$ctary stage stage " when prod$cton !o#$mes are #ow and prod$ct often c$stom;ed . '( Eepett!e %atch B( Intermttent %atch C(Jo% shop )( Contn$o$s f#ow -*. Prod$ct #ayo$t s a#so known as : '( straght ,ne #ayo$t prod$cts C( 4#ow #ne #ayo$t )( '## of a%o!e '"B"C
B( 4#ow #ne for speca#;ed
-*<. …………………………… s the process of recordng n graphca# form the act!tes and nteractons nteractons n ser!ce process. '( Ser!ce Spec#;aton B( Ser!ce %#$eprnt C( Ser!ce package )('## of the a%o!e --=. 5hch of the fo##owng wo$#d %e an eAamp#e of a 8 hy%rd h y%rd ser!ces9 & '( Nn!ersty B( Professor C( Eesta$rant )( 'r#ne --1. 5hch of the fo##owng wo$#d %e an eAamp#e of a 8P$re ser!ce9& '( 'r#nes B( Ins$rance C( Car dea#er )( Coper company --*.Nn#ke Physca# goods "Ser!ce are prod$ced and ………………. Sm$#taneo$s#y . '( ,a$nched B(Cons$med C( Created )( MaAm;ed ---. The f!e determnants of Ser!ce +$a#ty nc#$de a## of the fo##owng 0C0PT ………………… '( 0mpathy B( 'ss$rance C(Eespons!eness and Ee#a%#ty Ee#a%#ty )( Eep$taton. --. Ser!ce market market fre+$ent#y comp#an a%o$t the dffc$#ty dffc$#ty of ……………… ther ser!ce ser!ce & '( Marketng B(dff$sng C(dfferentatng )( de!e#opng --/. Ser!ces !ary as to whether they are 0+$pment@%ased or …………………… '( Ser!ce %ased B(Peop#e %ased C( Process %ased )(3storca# %ased --. Ser!ces can %e hgh n each +$a#tes .5hch one of o f the fo##owng s OT seen as hgh n search +$ a#ty & '( )ecoratng B( ' resta$rant C( ' harc$t )( ' medca# dagnoss. --7. ' ser!ce enco$nter nc#$des : %$#dng C( C$stomers 2 'd!ertsng 'd!ertsng
'( 4ace to face nteracton )( '## of the a%o!e
B( C$stomers and a
--. 5hch of the fo##owng s prmar#y a s$pp#y chan manage ment decson & '( 4rom 5hom to P$rchase matera#s B( 3ow many of each tem tem sho$#d %e prod$ced . C( The mA of #a%o$r sk## and a$tomaton a$tomaton . )( P#ant #ocaton. --<. 5hch of the fo##owng s OT a trend n Operatons management & '( Increased $se of e#ectronc commerce B( Increased g#o%a#;aton C()ecreased de#!ery tmes )( )ecreased c$stom;aton -=. Inp$t to a transformaton process nc#$de a## of the fo##owng eAcept : '( Matera#s B( Peop#e C( 'ssem%#y )( Informaton -1. Man p$rpose of #ogstcs can %e s$mmar;ed as : '( Transportng Transportng matera#s B(Storng matera#s C( Both ' 2 B
)( ether ' nor B
-*. 5hch of the fo##owng wo$#d not norma##y %e consdered a genera# characterstc of a ser!ce & '(Prod$cton 2 Cons$mpton can a#ways %e spata##y separated . B( Many ser!ces n!o#!ed %oth tang%#e and ntang%#e o$tp$ts. C( Prod$cton and Cons$pton are sm$#taneo$s . )( Prod$cton 2 Sa#es cannot eas#y %e separated f$nctona##y.
--. The Specfc concerns of tota# +$a#ty manage ment TQM( nc#$de a n$m%er of aspects . 5hch s not norma##y assocated wth TQM & '( Inc#$son of e!ery person n the organ;aton . B( Co!erng a## parts of the organ;aton . C( Meetng the needs and eApectatons of c$stomers. )( Prmar#y a 85orker 85orker rather than a management act!ty9. -. The c$stomer !ew of +$a#ty means : '( Meetng re+$rement C(dong t rght rght at the frst frst tme )( 4t for $se. -/. ' ser!ce s ………………………… Satsfes wants )( '## of the a%o!e
B( dong n the rght way .
'( ' >o% yo$ do for others B( Pad for %y a cons$mer C(
-. ,ogstcs s an ntegra# part of s$pp#y chan management . 5hch eAp#anaton %est represents represents o$t%o$nd #ogstcs & '( ' s$pp#y chan that emphas;es dstr%$ton of a prod$ct to pass!e c$stomers. B( The management of reso$rces s$pp#ed from an organ;aton from ts s$pp#ers and ntermedares. C( The management of matera# reso$rces enterng an organ;aton from ts s$pp#ers 2 other partners. )( one of a%o!e '"B"C -7. Intermedares p#ay an mportant ro#e n matchng : '( )ea#er wth C$stomer B( Man$fact$rer to Prod$ct C( Informaton 2 Promoton )( S$pp#y 2 )emand -. ………………………….. ………………………….. Management s an area area of management concerned wth wth o!erseeng"desgnng and contro##ng the process of prod$cton and redesgnng %$sness operatons n the prod$cton of goods or ser!ces. '(S$pp#y Chan B(Opeartons B(Opeartons C(Q$a#ty )( )esgn -<. ' …………………………. Is a system of organ;aton "peop#e " act!tes "nformaton and reso$rces n!o#!ed n mo!ng a prod$ct or ser!ce from s$pp#er to c$stomer . '( Physca# dstr%$ton B( )str%$ton channe# C( S$pp#y chan )( ,ogstcs -/=. 3gher the +$a#ty "greater s the ……………………… '( ,oss
B(Proft
C( Sa#e
)( Prce
-/1. The concept of …………….has de!e#oped o$t of a need to %$#d +$a#ty nto the prod$ct rather than nspect the prod$ct for +$a#ty. '( Physca# Physca# dstr%$ton dstr%$ton B(SA Sgma C(Interna# c$stomer )(Poka yoke -/*. ……………………… ……………………… s an n!entory management management and man$fact$rng strategy that companes mp#ement to red$ce cost" ncrease prod$ct!ty and gan a compett!e ad!antage . '( SA Sgma B( ,ean Management Management C( Poke oke )( J$ran -/-. ……………………. ……………………. Prod$cton he#p ens$re that the prod$ct or ser!ce matches the c$stomerDs eAact needs "as the frm frm s s a%#e a%#e " %eca$se t s #tera##y 8C$stom made9. made9. '( Batch B(Mass C(Jo% )( 4#ow -/. ……………….. Prod$cton s the method poneered %y 3enry 4ord 4or hs Mode# T Car " and the effcences he ganed ena%#ed hm to prod$ce #arge n$m%ers of cars at #ow cost. '( 4#ow B( Mass C( Jo% )( Batch -//. )esgnng operaton system nc#$de makng choce wth respect to : Techno#ogy Techno#ogy C( Capacty )( '## of a%o!e '"B"C
'(,ocaton 2 ,'ONT ,'ONT B(
-/. 4or s$ccessf$##y desgnng desgnng the process app#ca%#e n any knd of organ;aton"the mportant mportant too# $sed to map the f#ow of a process s ……………. . '( Batch Batch prod$cton B( Mass Mass prod$cton C( Process Process f#ow )(Process f#ow chartng -/7. Ntmost know#edge of …………. …………. Pro!des !ta# c#$es to the the operatons manager a%o$t prod$cton p#annng and contro# ss$es that need to %e addressed . It a#so pro!des $sef$# nformaton a%o$t the co mp#eAtes of operaton management n an operaton system. '( Far Farety ety B(4#ow C( Fo#$me )(Market -/. ……………………. Prod$cton Process s a type of Contn$o$s and stream#ned f#ow f#ow system. system. ' ( Jo% B( Shop C( Mass )( 'ct!e -/<. ' %akery s s an eAamp#e of ………………. . '( Jo% prod$cton prod$cton B(Mass prod$cton C( 4#ow prod$cton )( %atch prod$cton. -=. 5hen !arety ncreases" the !o#$me of prod$cton prod$cton for each !araton w## %e #ess compared to a mass mass prod$cton system. Therefore "dedcaton of man$fact$rng reso$rces for each !araton may not %e a feas%#e opton .' ……………….. system s prefera%#e prefera%#e n s$ch cases. '( contn$o$s B(Jo% C(4#ow )( ntermttent -1. …………….. contact sgnfes the eAtent to whch the c$stomer partcpates n the preparaton and cons$mpton of a ser!ce. It a#so ndcates the #e!e# of eApos$re that the c$stomer has to the !aro$s !aro$s facets of the ser!ce wh#e rece!ng the ser!ce. '( C$stomer B( Owner C(0mp#oyee )( '## of a%o!e '"B"C -*. …………….. p#annng ena%#es the operaton operaton manager to con!enent#y #ocate the reso$rces reso$rces n a shop so that >o%s tra!e# sma##er dstances " are not hand#ed too fre+$ent#y and spend #ess tme n the system %efore t s comp#eted. '( ,ayo$t ,ayo$t B(,ean C( SA sgma )( TQM --. ………………… s a method %y whch the ser!ce de#!ery process s %roken %roken down nto nd!d$a# nd!d$a# e#ements thro$gh a step@%y@step mappng of the process. It he #ps organ;aton desgn"montor"contro# desgn"montor"contro# and mpro!e processes and the ser!ce de#!ery system on an ongong %ass. '( Ser!ce %#$eprntng B(Process )esgn C(Prod$cton P#annng )( TQM -. Intermedares p#ay an mportant mportant ro#e n matchng …………………….. '( )ea#er wth c$stomer B( Informaton Informaton 2 Promoton Promoton C( Man$fact$re to Prod$ct )( S$pp#y 2 )emand -/. 5hch of the fo##owng s not a typca# s$pp#y chan mem%er . '( 5ho#esa#er B( Eeta#er C( C$stomer )( Prod$cer -.Companes manage ther s$pp#y chan thro$gh : '( Informaton B( Transportaton Transportaton C(Compettors )( Sk##ed operator -7. Today " a growng no. of frms o$tso$rce some or o r a## of ther #ogstcs to ………………………. Intermedares. '( Compettor B(Thrd party #ogstc pro!der C( C( Channe# mem%ers mem%ers )( Cross f$nctona# teams -. The S$pp#y Chan Concept orgnated n what dscp#ne & '( Marketng B( ,ogstcs C( Operaton )( Prod$cton -<. Post!e ",ong@term re#atonshp %etween S$pp#y Chan partcpants refer to : '( Co@operaton B(ta#ored #ogstcs C( Partnershp )(S$pp#y Chan Management
-7=. 5hch of the fo##owng s f$ncton of SCM & '( Strategc f$nctons B(Operatons f$nctons C(Tactca# C(Tactca# f$nctons f$nctons )( '## of a%o!e '"B"C -71. S$pp#y Chan Management dea#s wth : '( P#annng of s$pp#y chan act!tes act!tes B(Montorng of S$pp#y Chan act!tes C(0Aec$ton of S$pp#y chan )('## of the a%o!e -7*. Characterstcs of >o% prod$cton nc#$de : '( The prod$ct man$fact$red s c$stom made . B(Fo# B(Fo#$me $me of o$tp$t s genera##y sma## C( Machnes 2 e+$pments are arranged at one p#ace. )('## of the a%o!e '"B"C. -7-. The ma>or prod$ct %eng prod$ced fAed fAed at one #ocaton s ca##ed : '(4Aed poston #ayo$t B(3y%rd #ayo$t B(3y%rd #ayo$t #ayo$t C( Process #ayo$t )(Prod$ct #ayo$t. -7. ' good #ayo$t re+$res determnng : '( Matera# 3and#ng re+$rement re+$rement B( Capacty 2 space space re+$rement C( 0n!ronment 2 aesthetcs )( '## '## of a%o!e '"B"C -7/. The man ss$e n desgnng process orented #ayo$t co ncerns the re#at!e postonng of ………………….. to mnm;e cost of matera# hand#ng. '( work statons statons B(departments C(raw matera# )(4nsh goods B0ST O4 ,NCL 4rom : Prof.Chandrakant Thorat