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STUDENT IDENTIFICATION NO

MULTIMEDIA UNIVERSITY

SECOND TRIMESTER FINAL EXAMINATION, 2009/2010 SESSION

BOM 2O64 – QUALITY AND OPERATIONS MANAGEMENT
(All Sections / Groups)

DECEMBER 2009 a.m. – a.m. (2 Hours)

INSTRUCTIONS TO STUDENT 1. This Question paper consists of 9 pages with TWO SECTIONS. 2. Attempt ALL questions in Section A and B. The marks for each question are given. 3. Answer Section A in the OMR Form provided, and answer Section B in the Answer Booklet provided.

BOM 2064

QUALITY AND OPERATIONS MANAGEMENT

DECEMBER 2009

SECTION A Answer ALL questions in this section. (40 Marks) 1. Manufacturing work sent to other countries is called: __________________. A) downsized B) outsourced C) internationalization D) vertical integration E) entrepreneurial ship 2. Production systems with customized outputs typically have relatively: ____________. A) high volumes of output B) low unit costs C) high amount of specialized equipment D) fast work movement E) skilled workers 3. Which of the following is not emphasized in a lean production system? A) falling prices B) high quality C) worker involvement D) continual improvement E) customer satisfaction 4. Which of the following is not a benefit of using models in decision making? A) They provide a standardized format for analyzing a problem. B) They serve as a consistent tool for evaluation. C) They are easy to use and less expensive than dealing with the actual situation. D) All of the above are benefits. E) None of the above is a benefit. 5. Which of the following is not an ongoing trend in manufacturing competition? A) globalization B) quality improvement C) flexibility and agility D) mass production for economies of scale E) technological advances

6. Product design and choice of location are examples of ______________ decisions. A) strategic B) tactical C) operational D) customer focused E) design Continued… TPK page 1 of 9

BOM 2064

QUALITY AND OPERATIONS MANAGEMENT

DECEMBER 2009

7. A productivity increase in one operation that doesn’t improve overall productivity of the business isn’t:__________________. A) effective B) efficient C) politically justified D) productive E) financially justified 8. Which of the following is true? A) Corporate strategy is shaped by functional strategies. B) Corporate mission is shaped by corporate strategy. C) Functional strategies are shaped by corporate strategy. D) External conditions are shaped by corporate mission. E) Corporate mission is shaped by functional strategies. 9. The external elements of SWOT analysis are: ___________________. A) strengths and weaknesses B) strengths and threats C) opportunities and threats D) weaknesses and opportunities E) strengths and opportunities 10. For an organization to grow their market share, they must: _______________. A) advertise using multi-media B) lower their prices C) meet minimum standards of acceptability for their products or services D) establish an internet website E) broaden their mission statement 11. A disadvantage of global teams for product design is that:_______________. A) Customers may have different needs in different countries B) The product designed may have increased marketability and utility C) The diversity of an international team may be a detriment D) Ease of face to face meetings is absent since members are located everywhere E) Technology allows constant contact with team members 12. One step that isn’t part of service blueprinting is: _______________. A) Eliminate boundaries for the service and decide on the level of interaction needed B) Identify and determine the sequence of customer and service actions and interactions C) Develop time estimates for each phase of the process D) Understand the time variability involved E) Identify potential failure points and develop a plan to minimize them Continued… TPK page 2 of 9

BOM 2064

QUALITY AND OPERATIONS MANAGEMENT

DECEMBER 2009

13. The process of dismantling and inspecting a...
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