运营管理考试题

一、TRUE/FALSE (10 points)AB卷判断题FFTFTTTFFTA卷选择BCCBD ABCABB卷选择CBADC BDDAB1. A project process lies at low-customization, high-volume end of the process-choice continuum, is characterized by the release of resources once a project is completed. ( F )2. When defining the service concept, it is not necessary to keep consistency between the front- and back-office elements of the service system. ( F )3. QFD translates customer needs and preferences into operational goals for the firm. ( T )4. One of the principles that total quality management (TQM) stresses is process reengineering. ( F )5. Capacity can be expressed by output or input measures. ( T )6. Facility location is the process of determining a geographic site for a firm's operations. ( T )7. One objective of an aggregate plan is to minimize changes in production rates. ( T )8. Anxiety makes waiting feel shorter. ( F )9. Applying the JIT philosophy lead to unnecessary inventories. ( F )10. In services, an important additional element must be introduced into facilities management: the customer. ( F )二、SINGLE CHOICE (20 points)1. Which of the following is the responsibility of operations? ( B )A. Develop new products and servicesB. T ransform inputs into new products and servicesC. Transport inputs and outputsD. I nterpret financial information2．( C ) is a technique where mystery shoppers, independent advisers or consultant-customers walk through the actual process to assess how real customers might assess each transaction.A. ISO 9000B. Control chartsC. Service Transaction Analysis (STA)D. Quality function deployment (QFD) 3．Management consultancy belongs to the ( C )A. Mass serviceB. Service shopC. Professional serviceD. Continuous process 4．Services have four characteristics. ( B ) means that realization of a service implies the presence of provider as well as customer. Production and comsumption are interwined. Customers participate in production.A. IntangibilityB. SimultaneityC. HeterogeneityD. Perishability5．In Maister’s framework: ( D ) combines the high degree of customer interaction with a high degree of customization.A. NurseB. PharmacistC. Brain SurgeonD. Psychotherapist6． A product has three components with individual reliabilities of 0.85, 0.92, and 0.95. What is the reliability of the product? ( A )A. Less than or equal to 0.75B. Greater than 0.75 but less than or equal to 0.80C. Greater than 0.80 but less than or equal to 0.85D. Greater than 0.857．In a supermarket, the demand for sugar is not (directly) dependent on the demand for any other item. This demand item is ( B ).A. Dependent demand itemB. Independent demand itemC. Pseudo-dependent demand itemD. Pseudo-independent demand item 8．McKenna Restaurant wishes to open a new store. Based on the following subjective criteria, where should the new store be located?( C )A. AB. BC. CD. D9．Service blueprinting is an analytical tool for process design and mapping. On the chart, front- and back-office activities are separated in this approach by ( A ), indicating where the customer intervenes in the service delivery process.A. A line of visibility;B. Potential fail points;C. Decision points;D. Standard execution times10．As for car assembly, which process type is fit for? ( B )A. Project processB. Line production processC. Job shop processD. Continuous process三、SHORT ANSWERS (40 points)1.How to understand the yield management? What are the circumstances that yield management can be appied? (10 points)The process of allocating the right type of capacity to the right type of customer at the right price so as to maximize revenue or yield.When the organization is operating with a relatively fixed capacity.When it is possible to segment markets.When the capacity is perishable.2.What are the characteristics of service? (10 points)Intangibility, simultaneity, perishability, heterogeneityAn activity or processIntangibleSimultaneous production and consumptionHeterogeneousPerishable: cannot be kept in stock3.How to Manage dependent demand items ?What are the key elements of MRP (10point) Management of dependent demand items using the MRP logicWhen managing a dependent demand item, an approach called ‘service resources requirements planning’, analogous to the manufacturing resources planning apporch utilized in manufacturing organizations, can be used.Master scheduleBill of resourcesData file on availability resources4.what are the distinction between back-office and front-office?(10 point)Location:Back office-operations may be placed near the supply of skilled or cheap resources and facilities.Front office-operations must be near the customer.Process design：Back office-focus on efficiency through economies of scale; support of a smooth service delivery process.Front office-focus on the needs and wants of the customer; use the customer as co-producer. Design of the physical setting:Back office-make the factory appealing to the employees.Front office-make the factory appealing to the customer and the employees.Operations strategy:Back office-Low-cost strategy.Front office-differentiation strategy.四、PROBLEMS（choose 3 from 4）(30 point)1. consider the following project information.（10 points）a. Draw the network diagram for this project.b. Specify the critical path，and the project completion time.c. Calculate the total slack for activities A and D.d. What happens to the slack for D if A takes five weeks.2. In the St. Luke’s hospital there are 4 lifts for visitors. While the average capacity of the 4 lifts is sufficient to transport the visitors during the day, visitors have to wait 3 minutes on the average to get in the lift. Installing a fifth lift would reduce the waiting time to 1 minute 30 seconds. Knowing that the yearly depreciation and oprational coats of a 5th lift is 30,000 Euro and knowing that there are about 70, 000 visitors a year, would you recommend the hospital to install the fifth lift? （10 points）3. the demand at that location is normally distributed with an average of 300 rooms per night and a standard deviation of 100.(1)If on a particular day the hotel has to turn away a customer because it is fully booked,it loses the gross margin on the room of 10 euro(Cs is therefore 10 euro).(2) if the hotel has one room unoccupied on a particular day, it has a cost which is equal to the depreciation of the capital invested in the room per day and the cost of the upkeeping of that room(cleaning,heating,etc.). This cost is estimated to be 5 euro(Co in this case is therefore 5 euro).How much is the optimal capacity? （10 points）4.Imagine that you are the manager of a popular chain of clothing stores. You are thinking of opening a new store near a university campus, which you consider to be your prime market. There are already two similar stores in the vicinity (B and D) and you have a choice of two possible sites(A and C). (Figher 1)the size of the facility A,B,C,D are S A =800 square footage, S B =1000 square footage, S C =300 square footage, S D =1500 square footage;the travel time (or distance) from the university campus（O）to A,B,C,D are: T OA=2h, T OB=3h, T OC=1h, T OD=4h;the effect of travel time or distance on the shopping likelihood for various types of facilities: b A= b B=b C=2;b D=1.If we assume that the university has 10 000 students, each spending an average of $400 a year on clothes, Which one would you choose? （10 points）Figher 1 Location model according to Huff。