Q&A Hero

Q: Customer accessibility is vital in industries in which the cost of shipping the final product is high relative to the product's value. a. True b. False

Q: Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels? A) 2 B) 3 C) 4 D) 5 E) None of the above because quality has no impact on productivity (units/labor hr.).

Q: Because B2B success stories generally receive more publicity than B2C ventures, the potential for B2C opportunities are overlooked. a. True b. False

Q: Arnold Palmer Hospital uses which of the following quality management techniques? A) Pareto charts B) flowcharts C) benchmarking D) just-in-time E) The hospital uses all of the above techniques.

Q: Canning machines and auto assembly line machinery are examples of special-purpose equipment. a. True b. False

Q: Which of the following statements regarding ArnoldPalmerHospital 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 rooms, even wall colors, reflects the hospital's culture of quality.

Q: Blogs and podcasts are among the emerging options for an online presence. a. True b. False

Q: An improvement in quality must necessarily increase costs.

Q: For many entrepreneurs, choosing a location for a small business is a one-time decisionmade only when the business is first established or purchased. a. True b. False

Q: Managers at ArnoldPalmerHospital take quality so seriously that the hospital typically is a national leader in several quality areasso that continuous improvement is no longer necessary.

Q: A home location is still almost always considered a temporary situation until the business grows. a. True b. False

Q: Identify the ten determinants of service quality. Describe two of them in a sentence or two each.

Q: A content-based website provides only the history of an organization along with a physical address and phone numbers. a. True b. False

Q: Which of the determinants of service quality involves performing the service right the first time? A) access B) courtesy C) credibility D) reliability E) responsiveness

Q: A business based in the owner's home does not need to consider local zoning ordinances because owners can do whatever they want with their property. a. True b. False

Q: Which of the determinants of service quality involves having the customer's best interests at heart? A) access B) courtesy C) credibility D) responsiveness E) tangibles

Q: It is possible for an entrepreneur to do business over the Internet without either a website or storefront. a. True b. False

Q: Marketing issues such as advertising, image, and promotion are important to quality because: A) they define for consumers the tangible elements of a service. B) the intangible attributes of a product (including any accompanying service) may not be defined by the consumer. C) they educate consumers on how to use the product. D) they make the product seem more valuable than it really is. E) they raise expenses and therefore decrease profitability.

Q: The role of a website can range from merely offering content and information to enabling complex business transactions. a. True b. False

Q: The Internet has impacted small firms using an e-commerce business model by bringing new technology to the management of customer service. a. True b. False

Q: A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? A) communication, courtesy, and credibility B) competence, courtesy, and security C) competence, responsiveness, and reliability D) communication, responsiveness, and reliability E) understanding/knowing customer, responsiveness, and reliability

Q: What refers to training and empowering frontline workers to solve a problem immediately? A) just-in-time B) poka-yoke C) benchmarking D) kaizen E) service recovery

Q: One advantage B2C businesses have over traditional retailers is that they can quickly change product mixes and prices, as well as the appearance of the online store. a. True b. False

Q: Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.

Q: A person who is selling product on eBay is using a B2C model. a. True b. False

Q: If the cost of shipping the finished product is high, the factory should probably be located near a source of raw materials. a. True b. False

Q: Security is the determinant of service quality that means freedom from danger, risk, or doubt.

Q: The transaction based model is the least complex type of website a. True b. False

Q: What is a poka-yoke? Give an example.

Q: B2C startups offer two advantages over brick-and-mortar retailingspeed of access and of the transaction. a. True b. False

Q: How is source inspection related to employee empowerment?

Q: A(n) ________ is a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.

Q: The primary factor in determining the location for a sawmill would probably be proximity to the market. a. True b. False

Q: Manufacturing equipment can be categorized as general-purpose and special-purpose. a. True b. False

Q: ________ is doing the job properly with the operator ensuring that this is so.

Q: Purchasing used equipment is acceptable as long its use does not send the wrong message to a customer. a. True b. False

Q: A checklist is a type of: A) poka-yoke. B) kaizen. C) kanban. D) Pareto chart E) flowchart

Q: In his book, Safe Patients, SmartHospitals, Dr. Peter Pronovost emphasizes the use of what tool to reduce catheter infections? A) a Pareto chart B) a flowchart C) a cause-and-effect diagram D) a checklist E) a statistical process control chart

Q: Sometimes an attorney can insert special clauses into a lease agreement that will allow the lessee to exit the agreement under certain circumstances. a. True b. False

Q: E-commerce can provide a benefit to small firms by compressing the sales cycle and easing cash flow difficulties. a. True b. False

Q: Poka-yoke is the Japanese term for: A) card. B) foolproof. C) continuous improvement. D) fishbone diagram. E) just-in-time production.

Q: Many entrepreneurs recognize the value of talking to local realtors to determine site availability and appropriateness. a. True b. False

Q: A good description of source inspection is inspecting: A) materials upon delivery by the supplier. B) the goods at the production facility before they reach the customer. C) the design specifications. D) goods at the supplier's plant. E) one's own work.

Q: Many entrepreneurs start their online businesses as a part-time venture. a. True b. False

Q: Which of the following is not a typical inspection point? A) upon receipt of goods from your supplier B) when production or service is complete C) before the product is shipped to the customer D) at the supplier's plant while the supplier is producing E) after a costly process

Q: All other factors being equal, retail and services businesses will find little advantage in selecting a location near the center of the market. a. True b. False

Q: The goal of inspection is to: A) detect a bad process immediately. B) add value to a product or service. C) correct deficiencies in products. D) correct system deficiencies. E) all of the above

Q: Describe the critical resource considerations that should guide the location decision.

Q: A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

Q: Source inspection is inferior to inspection before costly operations.

Q: Discuss the legal considerations for a home-based business. What professionals should an entrepreneur talk to before starting the business?

Q: The Japanese use the term poka-yoke to refer to continuous improvement.

Q: After identifying the five major factors in deciding the location for a business, summarize the impact each factor has if an entrepreneur was opening a restaurant.

Q: A pizza delivery company wants to improve its response time to gain a competitive advantage. Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Q: List and describe the different e-commerce business models related to the customer type.

Q: Construct a cause-and-effect chart for a missed field goal late in a football game with at least three aspects for each M.

Q: List and explain the attractions and challenges of operating a home-based business.

Q: Create a Pareto chart for the following mistakes made in grading an exam. Cause Frequency Incorrect Sum 35 Question marked wrong was right 3 Question marked right was wrong 4 Partial Credit not consistent 58

Q: Discuss the motivations for starting a home-based business. Are these motivations financial or family based?

Q: A professor teaches two sections of a class, one on MWF for 50 minutes per day and another on T/TH for 75 minutes per day. Use the following information to construct a scatter diagram with test # on the x-axis and score on the y-axis. Should the professor argue for a change in the university's scheduling? MWF Section Test Results Test # T/Th Test Results 75 1 82 70 2 77 65 3 73 65 4 70 70 5 76

Q: List and describe business environment conditions that may impact the location decision.

Q: Construct a cause-and-effect diagram for why students arrive to class late. Include at least three reasons for each of the Ms.

Q: List and discuss the challenges that an entrepreneur faces in designing the new operations physical facilities. Give examples to support the answer.

Q: The buying and selling of products or services over the Internet

Q: A refrigeration and heating companyone that installs and repairs home central air and heating systemshas asked your advice on how to analyze their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overchargedyour labor rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house."5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously."7. "You didn't tighten some of the fittings properlythe system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done morework that I didn't authorize."10. "Your mechanic is just changing partshe doesn't have a clue what's really wrong." 11. "Your bill has only a totalI wanted to see detail billing." 12. "Your testing equipment isn't very neware you sure you've diagnosed the problem?"13. "One of the workmen tracked mud into my living room."

Q: The traditional physical facility from which businesses have historically operated

Q: Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as it should have, and the bride's parents are pretty mad at how things turned out. Use the supplied template to construct a conventional cause-and-effect diagram. Identify twelve sources of defects for the issue "dissatisfied customer of wedding reception caterer." (Your dozen need not be exactly three per main cause, but should be a balanced treatment.) Categorize each cause onto a main cause. Provide brief support for each of your choices.

Q: Machines that serve many functions in the production process

Q: Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria.

Q: A business model based on selling to business customers electronically

Q: 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 approval 3

Q: Machines designed to serve specialized functions in the production process

Q: Perform a Pareto analysis on the following information: Reason for unsatisfying stay at hotel Frequency Unfriendly staff 6 Room not clean 2 Room not ready at check-in 3 No towels at pool 33 No blanket for pull-out sofa 4 Pool water too cold 3 Breakfast of poor quality 16 Elevator too slow or not working 23 Took too long to register 7 Bill incorrect 3 Total 100

Q: A business model usually set up around Internet auction sites that allow individuals and companies to list items available for sale to potential bidders

Q: Management is concerned that workers create more product defects at the very beginning and end of a work shift than at other times of their eight-hour workday. Construct a scatter diagram with the following data collected last week. Is management justified in its belief? Number of Defects Monday Tuesday Wednesday Thursday Friday First hour at work 12 9 6 8 7 Second hour at work 6 5 3 4 5 Third hour at work 5 2 4 3 3 Fourth hour at work 4 0 5 2 3 Fifth hour at work 1 6 2 4 5 Sixth hour at work 4 3 3 2 1 Seventh hour at work 7 4 4 6 3 Eighth hour at work 5 7 8 5 9

Q: Local laws regulating land use

Q: Explain how a Pareto chart can identify the most important causes of errors in a process.

Q: ________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

Q: A business model in which a website charges a fee for access to information but does not offer the ability to buy and sell products and services

Q: A business model in which a website provides a mechanism for buying or selling products or services