BSB10192-5

Year 2011-2012
Student Number .
Operations Management
Closed Boo !"amination
#ate w/c 9
th
January 2012
$ime %llo&ed 2.00 hours
!"am No BSB10192-5
'enue Stoke / Stafford / SURF network
(eig)ted 100%
!"aminer Roy dwards
*nternall+
,eri-ied b+.
Ste!hen "e##y
Session 2011-12
$arks
F%rst $arker Second $arker

*nstru/tions to /andidates.
Page 1 of 18
BSB10192-5
Year 2011-2012
Sect%on & 2' $u#t%!#e cho%ce (uest%ons ) 2% each * 5+%
, -es/.o (uest%ons ) 1% each * ,%
Sect%on B 5 Short answer (uest%ons ) /% each * +0%
You s)ould ans&er all 0uestions
Se/tion B 1 S)ort ans&er 0uestions 0+0%1 Sect%on B of the e2a3%nat%on
!a!er w%## conta%n on#y 5 (uest%ons. 4hese (uest%ons w%## 5e se#ected6 5y us6
fro3 the !re-!u5#%shed #%st of / !oss%5#e (uest%ons 7%8en 5e#ow. -ou w%## 5e
re(u%red to wr%te answers to a## 5 of these (uest%ons. -ou w%## .94 ".9:
:;<=; 5 (uest%ons ha8e 5een se#ected for the !a!er unt%# you s%t the e2a3.
<t %s e2!ected that your res!onse to each (uest%on wou#d 5e no more t)an
150 &ords2 4h%s e2a3 !a!er has the re(u%s%te s!aced #%nes for each of the
wr%tten answers. 9n#y %n e2ce!t%ona# c%rcu3stances w%## add%t%ona# answer
5ooks 5e acce!ted and these shou#d 5e c#ear#y 3arked %n the usua# way w%th
your student na3e and nu35er.
-ou w%## .94 5e a##owed to take 3ater%a#6 notes6 art%c#es or 5ooks %nto the
e2a3%nat%on w%th you.
>#ease note that h%7her 3arks w%## 5e 7%8en where the e2a3 !a!er as a who#e
ref#ects?
<nde!endent thou7ht and a5%#%ty to a!!#y o!erat%ons conce!ts to !ract%ca#
effect.
& structured a!!roach that ut%#%ses a!!ro!r%ate ter3%no#o7y and re#e8ant
3ode#s and fra3eworks where necessary.
& 7ood 5a#ance 5etween the !ract%ca# and theoret%ca# as!ects.
&ccuracy and c#ar%ty of sty#e %n !resent%n7 answers.
4h%s %s a c#osed 5ook e2a3%nat%on and Staffordsh%re Un%8ers%ty re7u#at%ons for
e2a3%nat%ons a!!#y.
Page 2 of 18
BSB10192-5
Year 2011-2012
Module. Operations Management
3e. Multiple C)oi/e Se/tions 1 Se/tion %
*nstru/tions to students
11 nter student na3e and nu35er at the to! of the answer sheet
21 4h%s test !a!er conta%ns 2' 3u#t%!#e cho%ce (uest%ons6 each carry%n7 e(ua#
3arks ) 2% each !#us , yes/no ty!e (uest%ons ) 1% each
@1 =and%dates 3ust answer a## the (uest%ons on th%s !a!er.
+1 Se#ect the 9. #etter corres!ond%n7 to the $9S4 &>>R9>R<&4 answer
for each (uest%on6 and !#ace an A4A %n the a!!ro!r%ate 5o2 on the answer
7r%d.
51 Sto! %33ed%ate#y when t%3e %s u!.
,1 -ou 3ay not #ea8e the roo3 5efore the a##ocated t%3e %s u!.
'1 4he answer sheet and the (uest%on 5ook#et 3ust 5e handed %n at the end
of the test.
B2a3!#eC
1. $)e /ommon name -or t)e s+stem &)i/) allo&s emplo+ees to /)oose
t)eir starting time2 -inis)ing time2 and to ,ar+ t)eir lun/)-brea2 &it)in
agreed parameters is
&1 Daryt%3e B1 F#e2%t%3e =1 98ert%3e E1 >ersona# t%3e
<n th%s e2a3!#e6 the correct answer %s AB1 F#e2%t%3eF and shou#d 5e %nd%cated as?
<f you w%sh to chan7e your answer6 the or%7%na# answer 3ust 5e c#ear#y crossed
out so that the des%red answer %s a5so#ute#y c#ear. <f there %s any dou5t as to
your des%red answer6 that res!onse w%## rece%8e no 3arks.
.ote? <n (uest%ons where the word GNO$H %s e3!has%sed6 the correct answer
%s the state3ent that %s not true %n the 7%8en conte2t. 4h%s %s often 3ost eas%#y
found 5y f%rst %dent%fy%n7 the true state3ents.
Page 3 of 18
% B C # Mar
5uestion
1
"
BSB10192-5
Year 2011-2012
Operations Management - Multiple 0uestion a ns&er S)eet 6e,el 5
7lease &rite student name. 8888_______________________
Student Number. 8888_______________________
#ate o- !"am. w/c 9
th
Jan 2012 %ssessor. 3o+ !d&ards
% B C # Mar % B C # Mar
Iuest%on 1 Iuest%on 1/
Iuest%on 2 Iuest%on 19
Iuest%on @ Iuest%on 20
Iuest%on + Iuest%on 21
Iuest%on 5 Iuest%on 22
Iuest%on , Iuest%on 2@
Iuest%on ' Iuest%on 2+
Iuest%on / Iuest%on 25
Iuest%on 9 Iuest%on 2,
Iuest%on 10 Iuest%on 2'
Iuest%on 11 Score ) 2% each
Iuest%on 12 -es / .o Iuest%ons
Iuest%on 1@
% B
Iuest%on 1+ Iuest%on 2/
Iuest%on 15 Iuest%on 29
Iuest%on 1, Iuest%on @0
Iuest%on 1' Iuest%on @1
Iuest%on @2
Iuest%on @@
Score ) 1% each
$O$%6 SCO3!
Page 4 of 18
BSB10192-5
Year 2011-2012
3!S*$ Operations Management M96$*76! C:O*C! $!S$ S!C$*ON
1 ()i/) o- t)e -ollo&ing statements /on/erning manu-a/turing and
ser,i/e organi;ations is generall+ true<
&1 & ser8%ce fac%#%ty %s 3ore #%ke#y to ser8e nat%ona# or e8en %nternat%ona#
3arkets
B1 $anufactur%n7 or7an%Jat%ons 7enera##y f%nd %t 3ore d%ff%cu#t to 3atch
ca!ac%ty w%th de3and
=1 <n 3any ser8%ce or7an%Jat%ons custo3ers the3se#8es are %n!uts to the
transfor3at%on !rocesses.
E1 $ost ser8%ce or7an%Jat%ons can 5uffer the3se#8es a7a%nst uncerta%n
de3and 5y creat%n7 %n8entor%es and s3ooth%n7 out!ut #e8e#s.
2 Operations t+pi/all+ di--er in terms o- ,olume o- output2 ,ariet+ o-
output2 ,ariation in demand or t)e degree o- =,isibilit+> ?ie2
/ustomer /onta/t@ t)at t)e+ gi,e to /ustomers o- t)e deli,er+
pro/ess. 7lease mat/) t)e -ollo&ing element &it) t)e most
appropriate o- t)e abo,e dimensions. 6o& unit /osts are most
/losel+ mat/)ed to.-
&1 Dar%ety
B1 Dar%at%on
=1 Do#u3e
E1 D%s%5%#%ty
A ()i/) o- t)e -ollo&ing is an impli/ation o- lo& ,ariet+<
&1 Kow un%t cost
B1 F#e2%5%#%ty needed
=1 ;%7h co3!#e2%ty
E1 $atch%n7 custo3ers s!ec%f%c needs
B *n a ser,i/e organisation -a/ed &it) ,ariable demand t)e
Operations Manager /an )elp smoot) demand b+.
&1 us%n7 !art-t%3e he#! dur%n7 !eak hours
B1 schedu#%n7 work sh%fts to 8ary workforce needs accord%n7 to de3and
=1 %ncrease the custo3er se#f-ser8%ce content of the ser8%ce
E1 us%n7 reser8at%ons and a!!o%nt3ents
5 ()en de,eloping t)e operations strateg+ one o- t)e most
important /onsiderations is t)at it.
&1 Re(u%res 3%n%3a# ca!%ta# %n8est3ent
B1 Ut%#%ses as 3uch auto3at%on as !oss%5#e
=1 Ut%#%ses an e(ua# 5a#ance of #a5our and auto3at%on
E1 Su!!orts the o8era## co3!et%t%8e strate7y of the co3!any
C % order 0uali-+ing /)ara/teristi/ /ould be des/ribed as .
&1 & factor wh%ch s%7n%f%cant#y contr%5utes to w%nn%n7 5us%ness
B1 & factor wh%ch 3ay 5e of s%7n%f%cance %n other !arts of the or7an%sat%on
=1 & factor wh%ch %s at a h%7her #e8e# than the standard for the %ndustry
E1 & factor wh%ch has to ach%e8e a !art%cu#ar #e8e# to 5e cons%dered 5y the
custo3er
D !"pansion b+ a/0uisition o- suppliers and /ustomers2 illustrates
&)i/) o- t)e -ollo&ing strategies
Page 5 of 18
BSB10192-5
Year 2011-2012
&1 Dert%ca# %nte7rat%on strate7y
B1 Fac%#%t%es strate7y
=1 >#ann%n7 and contro# syste3s strate7y
E1 Su!!#%er de8e#o!3ent strate7y
E 7ro/ess design or redesign is most important &)en
&1 current !erfor3ance %s ade(uate
B1 you ha8e a s%7n%f%cant co3!et%t%8e ad8anta7e
=1 co3!et%t%8e !r%or%t%es ha8e chan7ed
E1 the cost of %n!uts re3a%n sta5#e
9 Ser,i/e s)ops are /)ara/terised as &)i/) o- t)e -ollo&ing<
&1 So3e custo3er contact6 a de7ree of custo3%sat%on and so3e staff
d%scret%on
B1 >roLect or%entated w%th #%tt#e custo3%sat%on
=1 $any custo3er transact%ons6 %n8o#8%n7 #%3%ted contact t%3e
E1 ;%7h-contact or7an%sat%ons where custo3ers s!end a cons%dera5#e
t%3e %n the ser8%ce !rocess
10 % big ad,antage o- a pro/ess la+out is
&1 <ts f#e2%5%#%ty
B1 <ts #ow cost
=1 4he a5%#%ty to e3!#oy #ow-sk%##ed #a5our
E1 <ts h%7h e(u%!3ent ut%#%Jat%on
11 %s produ/tion s+stems mo,e -rom proFe/ts to bat/) produ/tion to
mass produ/tion to /ontinuous produ/tion
&1 >rocesses 5eco3e 3ore f#e2%5#e
B1 =usto3er %n8o#8e3ent w%th the !rocess %ncreases
=1 >roducts 5eco3e 3ore standard%sed
E1 Ee3and 8o#u3es decrease
12 ()i/) one o- t)e -ollo&ing rea/ti,e alternati,es &ould t+pi/all+ be
best to implement a /)ase strateg+ -or a manu-a/turing -irm<
&1 Use creat%8e !r%c%n7 to 3od%fy de3and
B1 Bu%#d ant%c%!at%on %n8entory to a5sor5 the 8ar%a5%#%ty %n de3and
=1 <ncrease o8ert%3e to sat%sfy !eaks %n de3and
E1 Use !ro3ot%ona# ca3!a%7ns to 5oost de3and
1A Bu--er in,entor+ is re0uired as .
&1 9ne or 3ore sta7es %n the o!erat%on cannot su!!#y a## the %te3s %t
!roduces s%3u#taneous#y
B1 $ater%a# cannot 5e trans!orted %nstantaneous#y 5etween the !o%nt of
su!!#y and the !o%nt of de3and
=1 =o3!ensat%on for the uncerta%nt%es %nherent %n su!!#y and de3and
E1 =o3!ensat%on for d%fferences %n the t%3%n7 of su!!#y and de3and
1B %t a strategi/ le,el2 t)e essential role o- in,entor+ is to support .
&1 Iua#%ty6 de!enda5%#%ty6 f#e2%5%#%ty6 cost and s!eed
B1 F#e2%5%#%ty6 de!enda5%#%ty and (ua#%ty
=1 =ost and s!eed
E1 Ran7e6 s!eed6 f#e2%5%#%ty and de!enda5%#%ty
Page 6 of 18
BSB10192-5
Year 2011-2012
15 ()ere demand is un/ertain2 a e+ pur/)asing obFe/ti,e &ill be .
&1 Fast de#%8ery
B1 ;%7h (ua#%ty
=1 Kow !r%ce
E1 Ee!enda5#e de#%8ery
1C *n lean s+stems2 i- a de-e/ti,e produ/t i- -ound2 &)i/) o- t)e
-ollo&ing is generall+ NO$ done<
&1 4he !roduct%on #%ne %s sto!!ed
B1 4he defect%8e un%t %s !assed on to the ne2t workstat%on
=1 4he defect%8e un%t %s returned to the worker res!ons%5#e for creat%n7 the
defect
E1 4he !roduct%on #%ne %s 3ade aware of the !ro5#e3 w%thout sto!!%n7 the
#%ne
1D ()i/) o- t)e -ollo&ing illustrates an a/ti,it+ t)at does not add
,alue<
&1 4ra%n%n7 e3!#oyees
B1 9rder%n7 !arts fro3 a su!!#%er
=1 &ccu3u#at%n7 !arts %n front of the ne2t work centre
E1 Ee#%8er%n7 the !roduct to the custo3er
1E Gob design does not in,ol,e &)i/) one o- t)e -ollo&ing
/onsiderations .
&1 ;ow 3uch autono3y shou#d 5e 7%8en to %nd%8%dua# e3!#oyeesM
B1 :hat tasks shou#d 5e a##ocatedM
=1 :ho shou#d 5e %n8o#8ed / consu#tedM
E1 <7nor%n7 where the Lo5 %s #ocated
19 (it)in a t+pi/al be)a,ioural model o- Fob design2 &)i/) o- t)e
-ollo&ing &ould be /onsidered as representing /ore Fob
/)ara/teristi/s<
&1 4ask co35%nat%on / task %dent%ty / autono3y
B1 Dert%ca# #oad%n7 / sk%## 8ar%ety / out!ut
=1 4ask %dent%ty / task s%7n%f%cance / autono3y
E1 =u#tura# ad8ance3ent / a5sentee%s3 / nat%ona#%ty
20 ()en a &orer )as a sa+ in t)e &or met)ods t)at )eHs)e &is)es
to utilise in )isH)er Fob is /)ara/terised b+ .
&1 Sk%## 8ar%ety
B1 Jo5 %dent%ty
=1 Jo5 s%7n%f%cance
E1 &utono3y
21 ()i/) o- t)e -ollo&ing is NO$ /onsidered e--e/ti,e in a/)ie,ing
and maintaining ser,i/e 0ualit+<
&1 ncoura7%n7 ser8%ce !ro8%ders to 5e h%7h#y 8%s%5#e %n dea#%n7 w%th
custo3ers
B1 sta5#%sh%n7 !eer 7rou!s a3on7 ser8%ce !ro8%ders to foster tea3work
and a sense of !r%de
=1 <nsta##%n7 syste3 of %ncent%8es that e3!has%ses (ua#%ty
E1 <ncreas%n7 su!er8%s%on of ser8%ce !ro8%ders
22 % 0ualit+ ,ariable
Page 7 of 18
BSB10192-5
Year 2011-2012
&1 takes d%screte 8a#ues
B1 3ay 5e 3easured on a cont%nuous sca#e
=1 %s cont%nua##y chan7%n7
E1 %s h%7h#y undes%ra5#e
2A ()i/) o- t)e -ollo&ing is an indire/t bene-it o- impro,ed 0ualit+<
&1 <3!ro8ed %3a7e
B1 Reduced cost of %ns!ect%on
=1 Reduced scra!
E1 Reduced %n8entory
2B % =moment o- trut)> is NO$
&1 an o!!ortun%ty to %nf#uence a custo3erFs !erce!t%on of the ser8%ce
(ua#%ty
B1 cr%t%ca# %n ach%e8%n7 a re!utat%on for su!er%or (ua#%ty
=1 when the custo3er %s for3%n7 an o!%n%on a5out the eff%c%ency of the
ser8%ce
E1 an %nteract%on 5etween the custo3er and a ser8%ce !ro8%der
25 7roa/ti,e 0ualit+ management in/ludes t)e /on/ept o-
&1 (ua#%ty %3!ro8e3ent costs 3ore
B1 need%n7 to f%nd out who %s res!ons%5#e for the (ua#%ty !ro5#e3
=1 7ett%n7 the ser8%ce to the custo3er as soon as !oss%5#e
E1 h%7h#%7ht%n7 !ro5#e3s to he#! so#8e the3
2C Iero de-e/ts in manu-a/turing
&1 %s an uno5ta%na5#e and 3%s#ead%n7 %dea#
B1 %s the 7oa# of 4I$
=1 %s read%#y ach%e8a5#e %n a## areas
E1 %s a re#e8ant 7oa# on#y %n e#ectron%c asse35#y
2D ()i/) o- t)e -ollo&ing represent reasons -or globalising
operations<
&1 4o 7a%n %3!ro8e3ents %n the su!!#y cha%n
B1 4o %3!ro8e o!erat%ons
=1 4o e2!and a !roductFs #%fe cyc#e
E1 &## of the a5o8e
2E % /ommon di--eren/e bet&een Fobbing and mass operations is
degree o- produ/t standardisation
&1 4rue
B1 Fa#se
29 Companies t)at /ompete based on flexibility o-ten /annot /ompete
based on cost
&1 4rue
B1 Fa#se
A0 $)e design o- produ/ts and ser,i/es is separate and distin/t -rom
t)e design o- pro/esses and t)e+ s)ould be treated 0uite
Page 8 of 18
BSB10192-5
Year 2011-2012
independentl+
&1 4rue
B1 Fa#se
A1 So/ial responsibilit+ is an issue -or e"e/uti,es2 not operation
managers
&1 4rue
B1 Fa#se
A2 *n an %BC in,entor+ s+stem2 Class % items re0uire loose in,entor+
/ontrol be/ause o- t)eir )ig) ,alue
&1 4rue
B1 Fa#se
AA Gobs t)at are designed purel+ on t)e di,ision o- labour2 s/ienti-i/
management or ergonomi/ prin/iples /an alienate t)e people
per-orming t)em.
&1 4rue
B1 Fa#se
Page 9 of 18
BSB10192-5
Year 2011-2012
Se/tion B 1 S)ort ans&er 0uestions 0+0%1 Sect%on B of the e2a3%nat%on
!a!er w%## conta%n on#y 5 (uest%ons. 4hese (uest%ons w%## 5e se#ected6 5y us6
fro3 the !re-!u5#%shed #%st of / !oss%5#e (uest%ons 7%8en 5e#ow. -ou w%## 5e
re(u%red to wr%te answers to a## 5 of these (uest%ons. -ou w%## .94 ".9:
:;<=; 5 (uest%ons ha8e 5een se#ected for the !a!er unt%# you s%t the e2a3.
<t %s e2!ected that your res!onse to each (uest%on wou#d 5e no more t)an
150 &ords2 4h%s e2a3 !a!er has the re(u%s%te s!aced #%nes for each of the
wr%tten answers. 9n#y %n e2ce!t%ona# c%rcu3stances w%## add%t%ona# answer
5ooks 5e acce!ted and these shou#d 5e c#ear#y 3arked %n the usua# way w%th
your student na3e and nu35er.
Page 10 of 18
BSB10192-5
Year 2011-2012
5uestion 1
Br%ef#y descr%5e how a !ro7ress%8e a!!roach to workforce 3ana7e3ent
and Lo5 des%7n o!!ortun%t%es can 5e a!!#%ed %n !ract%ceM
5uestion 2
Page 11 of 18
BSB10192-5
Year 2011-2012
G& 3aLor res!ons%5%#%ty for a## 3ana7ers %n the future w%## 5e the su!!ort
of co3!any 5ased syste3s des%7ned to ensure the (ua#%ty of !roduct or
ser8%cesH. E%scuss why (ua#%ty has 5eco3e such a #%8e %ssue todayM
5uestion A
Us%n7 a restaurant as an e2a3!#e6 what are so3e of the conse(uences
of under-ut%#%sat%on and 5e%n7 o8er-stretched w%th res!ect to the
3ana7e3ent of ca!ac%tyM
Page 12 of 18
BSB10192-5
Year 2011-2012
5uestion B
Br%ef#y out#%ne how o!erat%ons can contr%5ute %n 8ar%ous ways to
%3!#e3ent%n7 and su!!ort%n7 the strate7y of an or7an%sat%on to
u#t%3ate#y dr%8%n7 the co3!et%t%8e success of the 5us%nessM
Page 13 of 18
BSB10192-5
Year 2011-2012
5uestion 5
Br%ef#y e2!#a%n the %3!ortance of cor!orate soc%a# res!ons%5%#%ty6 w%th
so3e e2a3!#es of 8o#untary act%ons a 5us%ness can take to address
%nterests of the 5us%ness and the w%der soc%ety.
Page 14 of 18
BSB10192-5
Year 2011-2012
5uestion C
9!erat%ons transfor3 %n!ut resources %nto out!ut !roducts and ser8%ces6 they
3ay 5e d%fferent%ated 5y the e2tent of 8o#u3e6 8ar%ety6 8ar%at%on and 8%s%5%#%ty.
Br%ef#y descr%5e how the four DFs are used to d%st%n7u%sh 5etween d%fferent
ty!es of !rocess des%7n %n eit)er a !roduct or ser8%ce 5us%nessM
Page 15 of 18
BSB10192-5
Year 2011-2012
5uestion D
Eescr%5e the 8ar%ous ways %n wh%ch o!erat%ons 3ana7e3ent can
contr%5ute to the success of an or7an%sat%on6 us%n7 <"& as an e2a3!#e
Page 16 of 18
BSB10192-5
Year 2011-2012
Page 17 of 18
BSB10192-5
Year 2011-2012
5uestion E
Br%ef#y out#%ne the core !r%nc%!#es of Su!!#y =ha%n $ana7e3ent and why
the conce!t has 5eco3e so %3!ortant for co3!et%t%8enessM
Page 18 of 18