Operations & Supply Chain Management – Exam Prep

Fill-in-the-blank flashcards covering key concepts from Service Processes, Queuing, Quality Management, Six Sigma, Inventory, Sourcing, Logistics, and Location methods.

A service package is defined as a bundle of goods and services provided in some __.

environment

In a service package, a golf course or ski lift is an example of the __ facility element.

supporting

Material purchased by the customer, such as food in a restaurant, is called __ goods.

facilitating

Air-conditioning in a hotel room is classified as an __ service.

explicit

Psychological benefits such as the privacy of a loan office are called __ services.

implicit

Customer contact refers to the physical __ of the customer in the system.

presence

The line that separates what the customer can see from what they cannot in a service blueprint is called the line of __.

visibility

The Japanese term for mistake-proofing devices used to prevent errors is __.

poka-yoke

The three T’s used when designing poka-yokes stand for Task, Treatment of the customer, and __ features.

tangible

The mathematical study of waiting lines is known as __ theory.

queuing

Leaving a queue after waiting some time without service is called __.

reneging

In a single-server, exponential arrival/Poisson service system, the utilisation rate (ρ) equals λ divided by __.

μ (service rate)

Total Quality Management (TQM) pursues two fundamental goals: careful product/service design and assurance that the firm can consistently __ that design.

produce

The degree to which a product meets its design specifications is termed __ quality.

conformance

Making the worker responsible for meeting quality specifications is known as quality at the __.

source

Costs incurred to detect defective output through inspection and testing are called __ costs.

appraisal

The Six Sigma quality goal corresponds to no more than __ defects per million opportunities.

3.4

The first phase of DMAIC, where customers and their priorities are identified, is __.

Define

A visual tool that breaks a problem into categories such as machine, method, material, and man is a __ diagram.

cause-and-effect (fishbone)

Variation inherent in a process that cannot be easily traced to a specific cause is called __ variation.

common

Inventory held to protect against stock-outs is known as __ stock.

safety

Costs for storage, insurance, depreciation, and opportunity cost are collectively called __ costs.

holding (carrying)

A one-time purchase situation such as concert T-shirts is modelled by the __-period inventory model.

single

Ordering a fixed quantity Q whenever the inventory position falls to the reorder point R describes the __ model.

fixed-order-quantity (Q-model / EOQ)

The EOQ formula is Qopt = √(2DS / __).

H

Classifying inventory into A, B, and C groups by annual dollar volume applies the __ principle.

Pareto

The magnification of demand variability upstream in the supply chain is known as the __ effect.

bullwhip

Pooling and sharing resources to hedge against supply risk characterises a __-hedging supply chain.

risk

Moving internal activities to external providers for strategic reasons is called __.

outsourcing

The estimate of all costs associated with acquisition, use, and disposal of an item is the total __ of ownership.

cost

High capacity but slow transportation with low operating cost is provided by the __ mode.

water (ship)

Breaking large shipments into smaller local ones for rapid distribution is called __-docking.

cross

Selecting a facility location by assigning weights and scores to decision factors uses the __-rating system.

factor

Locating a single facility by minimising total transport cost based on coordinates and volumes uses the __ method.

centroid

A third-party logistics company is an external firm hired to manage some or all of another company’s __ operations.

delivery (logistics)

In a queuing system, the rule that determines the order in which customers are served is called the queue __.

discipline

Customers who decide not to join the queue after seeing its length exhibit __.

balking

In service design, excess capacity leads to high costs, whereas too little capacity results in __ customers.

lost

The structured tool FMEA assigns a __ Priority Number to rank failure modes for improvement.

Risk

The logistics metric calculated as (average inventory value ÷ cost of goods sold) × 52 is called __ of supply.

weeks