1、一、TRUE/FALSE (10 points)1. 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
2、 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.
3、( T )6. Facility location is the process of determining a geographic site for a firms 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. (
4、F )10. In services, an important additional element must be introduced into facilities management: the customer. ( T )二、SINGLE CHOICE (20 points)1. Which of the following is the responsibility of operations? ( A )A.Develop new products and services B.Transform inputs into new products and services C
5、.Transport inputs and outputs D.Interpret financial information 2( 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 9000 B. Control chartsC. Service Transaction An
6、alysis (STA) D. Quality function deployment (QFD)3 Management consultancy belongs to the ( C )A. Mass service B. Service shop C. Professional service D. Continuous process4 Services have four characteristics. ( B ) means that realization of a service implies the presence of provider as well as custo
7、mer. Production and comsumption are interwined. Customers participate in production.A. Intangibility B. Simultaneity C. Heterogeneity D. Perishability5 In Maisters framework: ( D ) combines the high degree of customer interaction with a high degree of customization.A. Nurse B. Pharmacist C. Brain Su
8、rgeon D. 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 0.75 B.Greater than 0.75 but less than or equal to 0.80 C.Greater than 0.80 but less than or equal to 0.85 D.Greater th
9、an 0.85 7 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 item B. Independent demand item C. Pseudo-dependent demand item D. Pseudo-independent demand item8 McKenna Restaurant wishes to open a new sto
10、re. Based on the following subjective criteria, where should the new store be located?( C ) A.A B.B C.C D.D 9 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 custom
11、er 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 process B. Line production processC. Job shop process D. Continuous process三、SHORT AN
12、SWERS (40 points)1. How to understand the yield management?. What are the circumstances that yield management can be appied? (10 points) Yield management is the process of allocating the right type of capacity to the right kind of customer at the right price so as to maximize revenue (or yield)（P304
13、） 2. What are the characteristics of service? (10 points)（P11）3. How to Manage dependent demand items ?What are the key elements of MRP (10point) The master schedule：the know or forecast demand for so-called and products Bill of resources （product structure） a projection of the amount and timing of
14、resources that will the censured by this type of patient during his or her stay in hospital The date file on availability of resources4. what are the distinction between back-office and front-office?(10 point) （P321）四、PROBLEMS（choose 3 from 4）(30 point)1. consider the following project information.（
15、10 points）activityActivity time (wk)Immediate predecessor(s)A4B3C5D3A,BE6BF4D,CG8E,CH12F,Ga. 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 w
16、eeks.（建议放弃的那一个题）?2. In the St. Lukes 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
17、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）（P290）3. the demand at that location is normally distributed wi
18、th 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 h
19、as 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）（290）z.00.04.0.5000.5160.4.
20、6554.67004. 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
21、(A and C). (Figher 1)the size of the facility A,B,C,D are SA =800 square footage, SB =1000 square footage, SC =300 square footage, SD =1500 square footage;the travel time (or distance) from the university campus（O） to A,B,C,D are: TOA=2h, TOB=3h, TOC=1h, TOD=4h;the effect of travel time or distance
22、on the shopping likelihood for various types of facilities: bA= bB=bC=2; bD=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）（P332）Figher 1 Location model according to Huff 一、TRUE/FALSE (10 points)1. A
23、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
24、service system. P30 ( F )4. One of the principles that total quality management (TQM) stresses is process reengineering. ( F )6. Facility location is the process of determining a geographic site for a firms operations. ( T )7. One objective of an aggregate plan is to minimize changes in production r
25、ates. ( T )8. Anxiety makes waiting feel shorter. P309 ( F )PS：B卷答案：1，F2，F 服务管理和制造环境没有关系4，F 服务蓝图可以用在服务流程的监管中6，T 见书P2687，T, 8，F， 见书P309 二、SINGLE CHOICE (20 points)1. Which of the following is the responsibility of operations? ( B )A.Develop new products and services B.Transform inputs into new produc
26、ts and services C.Transport inputs and outputs D.Interpret financial information 2( 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. P269A. ISO 9000 B. Control chartsC.
27、Service Transaction Analysis (STA) D. Quality function deployment (QFD)3 Management consultancy belongs to the ( C ) A. Mass service B. Service shop C. Professional service D. Continuous process4 Services have four characteristics. ( B ) means that realization of a service implies the presence of pr
28、ovider as well as customer. Production and comsumption are interwined. Customers participate in production. P14A. Intangibility B. Simultaneity C. Heterogeneity D. Perishability5 In Maisters framework: ( D ) combines the high degree of customer interaction with a high degree of customization. P20A.
29、Nurse B. Pharmacist C. Brain Surgeon D. 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 0.75 B.Greater than 0.75 but less than or equal to 0.80 C.Greater than 0.80 but less than or equal to 0.85 D.Greater than 0.85 7 In a supermarket, the demand for sugar is n
