課程名稱︰作業管理
課程性質︰必帶
課程教師︰郭佳瑋
開課學院：管理學院
開課系所︰工商管理學系
考試日期（年月日）︰2010.04.19
考試時限（分鐘）：180 mins.
是否需發放獎勵金：是
（如未明確表示，則不予發放）
試題 :
A. True / False (15%)
1. All organizations, including service firm such as banks and hospitals, have
a production function.
2. Manufacturing now constitutes the largest economic sector in postindustrial
societies.
3. The multidomestic OM strategy maximizes local responsiveness while achieving
a significant cost advantage.
4. SWOT analysis identifies those activities that make a difference between
having and not having a competitive advantage.
5. In PERT analysis, the identification of the critical path can be incorrect
if a noncritical activity takes substantially more than its expected time.
6. The standard deviation of project duration is the average of the standard
deviation of all activities on the critical path.
7. The moment-of-truth is the crucial moment between the service provider and
the customer that exemplifies, enhances, or detracts from the customer's
expectation.
8. Quality function deployment refers to first, determining what will satisfy
the customer, and second, translating the customers' desires into a target
design.
9. Quality circles empower employees to improve productivity by finding
solutions to work-related problems in their work area.
10. The quality loss function indicates that costs related to poor quality are
low as long as the product is within acceptable specification limits.
11. Service blueprinting is a process analysis technique that focuses on the
customer and the provider's interaction with the customer.
12. Process maps use distance, but not time, to show the movement of material,
product, or people through a process.
13. The location decisions of goods-producing firms will generally pay more
attention to parking, access, and traffic counts than will service location
decisions.
14. An operation manager's most ethical activities is to enhance productivity
while delivering desired goods and services. Unfortunately, this activity
is not enviromentally sound.
15. Benchmarking requires the comparison of your firm to other organizations;
it is not appropriate to benchmark by comparing one of your divisions to
another of your divisions.
B. Multiple Choice (20%)
1. Which of the following statements about trends in operations management is
false?
a. Job specialization is giving way to empowered employees.
b. Local or national focus is giving way to global focus.
c. Enviromentally-sensitive production is giving way to low-cost focus.
d. Rapid product development is partly the result of shorter product cycle.
e. All of the above statements are true.
2. Which of the following statements best characterizes delivery reliability?
a. a company that always delivers on the same day of the week
b. a company that always delivers at the promised time
c. a company that delivers more frequently than its competitor
d. a company that delivers faster than its competitor
e. a company that has a computerized delivery scheduling system
3. Which of the following is the best example of competing on low-cost
leadership?
a. A firm produces its product with less raw material waste than its
competitors.
b. A firm offers more reliable products than its competitors.
c. A firm's products are introduced into the market faster than its
competitors' products.
d. A firm's research and development department generates many ideas for new
products.
e. A firm advertises more than its competitors.
4. The critical path for the network activities shown below is ______ with
duration ____.
┌────┬────┬───────────┐
│Activity│Duration│Immediate Predecessors│
├────┼────┼───────────┤
│ Ａ │ ２ │ -- │
├────┼────┼───────────┤
│ Ｂ │ ４ │ -- │
├────┼────┼───────────┤
│ Ｃ │ ６ │ Ａ，Ｂ │
├────┼────┼───────────┤
│ Ｄ │ １ │ Ａ，Ｂ │
├────┼────┼───────────┤
│ Ｅ │ ２ │ Ｂ，Ｃ，Ｄ │
└────┴────┴───────────┘
a. A-D-E; 5
b. B-E; 6
c. B-D-E; 7
d. A-C-E; 10
e. B-C-E; 12
5. For a full-time college student, which of the following moments of truth
exemplifies the customers' standard expectations?
a. Your advisor made you wait, even though you had a appointment.
b. You had to visit more than once to reach your academic advisor.
c. Your advisor was competent, helpful, and understanding.
d. Your advisor failed to keep her appointment with you.
e. Your advisor offered to work with you after regular work hours.
6. Which of the following scenarios illustrates a moment that meets the
customer's expectations?
a. a sale clerk that called you by your name on your second visit to the
store
b. an express mail service that guarantees same day delivery
c. a flight attendant that responds shortly after being called
d. a professor that contacts people in several companies to find you a job
e. a sales clerk at the clothing store that asked you to wait for a minute
as soon as a wealthy looking customer entered the store
7. Which of the following statements regarding Arnold Palmer Hospital is false?
a. The hospital uses a wide range of quality management techniques.
b. The culture of quality at the hospital includes employees at all levels.
c. The hospital scores very highly in national studies of patient
satisfaction.
d. The hospital's high quality is measured by low readmission rates, not
patient satisfaction.
e. The design of patient room, even wall colors, reflects the hospital's
culture of quality.
8. Which of the following phrases best describes product focus?
a. low volume, high variety
b. finished goods are usually made to order
c. processes are designed to perform a wide variety of activities
d. high fixed costs, low variable costs
e. raw material inventories are low relative to the value of the product
9. Which of the following statements regarding ethical and enviromentally
friendly processes is true?
a. Operations managers can be enviromentally sensitive, but they must avoid
following a low cost strategy.
b. Processes can be enviromentally friendly or socially responsible, but not
both.
c. Operations managers can be enviromentally sensitive and still follow a
low cost strategy.
d. Using energy-efficient lighting saves so little that it should not be
labeled enviromentally friendly.
e. The only business strategy consistent with ethical and enviromentally
sensitive management is the defferentiation strategy.
10. A full-service restaurant is considering opening a new facility in a
specific city. The table below shows its ratings of four factors at each of
two potential sites.
┌───────────────┬───┬─────┬─────┐
│ Factor │Weight│Gary Mall │Belt Line │
├───────────────┼───┼─────┼─────┤
│Affluence of local population │ .20 │ 30 │ 30 │
├───────────────┼───┼─────┼─────┤
│Traffic flow │ .40 │ 50 │ 20 │
├───────────────┼───┼─────┼─────┤
│Parking availabity │ .20 │ 30 │ 40 │
├───────────────┼───┼─────┼─────┤
│Growth potential │ .20 │ 10 │ 30 │
└───────────────┴───┴─────┴─────┘
The score for Gary Mall is ____ and the score for Belt Line is ____.
a. 120; 120
b. 22; 24
c. 18; 120
d. 34; 28
e. none of the above
C. Problems (65%)
1. (12 points) A network consists of the following list. Times are given in
weeks.
┌────┬─────┬─────┬────┬──────┐
│Activity│Preceding │Optimistic│Probable│Pessimistic │
├────┼─────┼─────┼────┼──────┤
│ Ａ │ -- │ ５ │ １１ │ １４ │
├────┼─────┼─────┼────┼──────┤
│ Ｂ │ -- │ ３ │ ３ │ ９ │
├────┼─────┼─────┼────┼──────┤
│ Ｃ │ -- │ ６ │ １０ │ １４ │
├────┼─────┼─────┼────┼──────┤
│ Ｄ │ Ａ，Ｂ │ ３ │ ５ │ ７ │
├────┼─────┼─────┼────┼──────┤
│ Ｅ │ Ｂ │ ４ │ ６ │ １１ │
├────┼─────┼─────┼────┼──────┤
│ Ｆ │ Ｃ │ ６ │ ８ │ １３ │
├────┼─────┼─────┼────┼──────┤
│ Ｇ │ Ｄ，Ｅ │ ２ │ ４ │ ６ │
├────┼─────┼─────┼────┼──────┤
│ Ｈ │ Ｆ │ ３ │ ３ │ ９ │
└────┴─────┴─────┴────┴──────┘
a. Draw the network diagram.
b. Calculate the expected duration and the variance of each activity.
c. Calculate the expected duration and the variance of the critical path.
d. Calculate the probabilty that the project will be completed in less than
28 weeks.
2. (12 points) Three activities are candidates for crashing on a CPM network.
Activity details are in the table below.
┌────┬──────┬──────┬───────┬─────┐
│Activity│Normal Time │Normal Cost │Crash Duration│Crash Cost│
├────┼──────┼──────┼───────┼─────┤
│X │8 days │$6,000 │6 days │$8,000 │
├────┼──────┼──────┼───────┼─────┤
│Y │3 days │$1,800 │2 days │$2,400 │
├────┼──────┼──────┼───────┼─────┤
│Z │12 days │$5,000 │9 days │$7,700 │
└────┴──────┴──────┴───────┴─────┘
a. What is the crash cost per unit time for each of the three activities?
b. Which activity should be crashed first to cut one day from the project's
duration; how much is added to project cost?
c. Which activity should be the next activity crashed to cut a second day
from the project's duration; how much is added to project cost?
3. (12 points) A company manufactures specialty pollution-sensing devices for
the offshore oil industry. One particular device has reached maturity, and
the company is considering whether to replace it with a newer model.
Technologies have not changed dramatically, so the new device would have
similar functionality to the existing one, but would be smaller and lighter
in weight. The firm's three choices are: keep the old model; design a
replacement device with internal resources; and purchase a new design from a
firm that is one of its suppliers. The market for these devices will be
either "receptive" or "neutral" of the replacement model. The financial
estimates are as follows: Keeping the old design will yield a profit of $6
million dollars. Designing the replacement internally will yield $10 million
if the market is "receptive," but a $3 million loss if the market is
"neutral." Acquiring the new design from the supplier will profit $4 million
under "receptive," $1 million under "neutral." The company feels that the
market has a 70 percent chance of being "receptive" and a 30 percent chance
of being "neutral." Draw the appropriate decision tree. Calculate expected
value for all courses of action. What action yeilds the highest expected
value?
4. (12 points) A highway contractor needs to locate a single supply point to
provide road building materials to four projects. The four projects, which
are all approximately the same magnitude, are located at the following
coordinates. Coordinate units are in miles.
┌─────┬────┬────┐
│ │X(East) │Y(North)│
├─────┼────┼────┤
│Project A │ 50 │ 10 │
├─────┼────┼────┤
│Project B │ 15 │ 60 │
├─────┼────┼────┤
│Project C │ 40 │ 60 │
├─────┼────┼────┤
│Project D │ 30 │ 20 │
└─────┴────┴────┘
a. On the grid below, plot the locations of the four road-building sites.
Properly label all points.
b. What is the center of gravity?
c. If a single truck were sent from center to each project and back (four
round trips), how many miles would be traveled? (Hint: use the
＿＿＿＿
Pythagorean Theorem C＝√A^2＋B^2).
d. Add the calculated center of gravity to the grid.
┌─┬─┬─┬─┬─┬─┬─┬─┬─┬─┐
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┤
│ │ │ │ │ │ │ │ │ │ │
└─┴─┴─┴─┴─┴─┴─┴─┴─┴─┘
5. (7 points) Perform a Pareto analysis on the following information:
─────────────────────┬─────
Reason for unsatisfying check-out at store│Frequency
─────────────────────┼─────
Unfriendly cashier │ 27
Incorrect change │ 4
Cashier too slow │ 9
Price check │ 34
Poorly bagged merchandise │ 2
Slow receiving check appoval │ 3
─────────────────────┴─────
6. (10 points) The owner of a millwork shop is considering three alternative
locations for a new plant for building embossed-and-clad steel exterior
doors for residences. Fixed and variable costs follow. Since the plant ships
nationwide, revenue is assumed the same regardless of plant location. Plot
the total cost lines in the chart provided below, and identify the range
over which each location is best.
╴╴╴╴╴╴Location╴╴╴╴╴╴
Costs A B C
Fixed $700,000 $1,000,000 $1,100,000
Variable $28 $18 $20
Total Cost
2500000
│ │ │ │ │ │ │ │ │ │ │ │ │ │
2000000├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┼ ┼─┼─┼
│ │ │ │ │ │ │ │ │ │ │ │ │ │
1500000├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┼ ┼─┼─┼
│ │ │ │ │ │ │ │ │ │ │ │ │ │
1000000├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┼ ┼─┼─┼
│ │ │ │ │ │ │ │ │ │ │ │ │ │
500000├─┼─┼─┼─┼─┼─┼─┼─┼─┼─┼ ┼─┼─┼
│ │ │ │ │ │ │ │ │ │ │ ........... │ │ │
0└─┴─┴─┴─┴─┴─┴─┴─┴─┴─┴ ┴─┴─┴
4000 8000 12000 16000 20000 44000 48000
Quantity
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