DEBRE BIRHAN UNIVERSTY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MARKETING MSNSGEMENT
Operational Management Individual Assignment

Course code MGMT 4152

Name ID
Argaw Dagne DBUD/521/12

DEBRE BERHAN , ETHIOPIA

NOVEMBER, 2023

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 Operational management

Assignment 1

D 1. Which one of the following is not the aim of operation management?

A. Creating goods and service

B. Adding value during the transformational process

C. Make the organization more profitable

D. None of the above

B 2. Operation management is a________ process

A. Translation

B. Transformation

C. Transaction

D. Transition

C 3. Which of these Managers would be least likely to be considered for an operations

management role within an organization?

A. Production Manager

B. Supply Chain Manager

C. Financial Risk Manager

D. Quality Manager

B 4. An operation manager not be responsible for?

A. Safety and maintenance

B. Sales and marketing

C. Selecting suppliers

D. Recruiting employees

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 A 5. Which one is not characteristic of service operation?

A. Capital intensive

B. Short response time

C. High customer contact

D. Output can't be stored

D 6. ____________ is the main decision area in operation management which deal with
how to produce and deliver the end product/service.

A. Inventory

B. Capacity

C. Quality

D. Process

A 7. Which operation management strategy is focusing on delivering cheaper

products/services to customers?

A. Cost Leadership

B. Differentiation

C. Quick Response

D. None of the above

B 8. Which one is not a true statement

A. proactive strategies involve demand option

B. Reactive strategies involve capacity options

C. Proactive strategy attempt to alter capacity so that it matches demand

D. Mixed strategies involve an element of capacity and demand approaches

A 9. Which one is not a capacity option for variety capacity matching demand?

A. Promotion

B. Overtime work

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 c. inventories

D. Hire and lay off a worker

B 10.________is one of the inputs for MRP, which shows the requirement /inputs for
producing a fished product
A. Inventory record

B. Bill of material

C. Master Schedule

D. Gross requirement

A 11. Which stage of the product life cycle has the highest costs?

A. Introduction

B. Growth

C. Maturity

D. Decline

C 12. Which product life cycle stages are characterized by the highest profit?

A. Growth and Decline

B. Introduction and Maturity

C. Growth and Maturity

D. Introduction and Decline

D 13. Generating marketing ideas by comparing products/services against best-in-class.

A. Reverse engineering

B. Perceptual Maps

C. Market research

D. Benchmarking

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 A 14. In the early stages of design, it is important to identify all the likely failure types
and their consequences for a product (or system). A concept like this known as______.

A. Failure mode and effects analysis

B. Fault tree analysis

C. Value analysis

D. Value chain analysis

15. The utilization of a machine is 80%. The machine has a design capacity of 100
units per hour and an effective capacity of 90 units per hour. Find the efficiency of the
machine.

A. 68.8%

B. 90%

C. 88.8%

D. 87.5%

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 Assignment 2

Part one - Choose the best answers from the given alternatives (1pts each)

B 1. Among marketing Philosophies towards product design one is characterized by

"one should sell what can be made", which one

A. Market-pull philosophy

B. Technology-push strategy

C. Inter-functional strategy

D. Design-specification

C 2. Is a preliminary or first model of the design product

A. Final design

B. Benchmarking

C. Prototypes

D. Blueprint

B 3.________ is a combination of goods and services provided to a customer

A. Service design

B. Service package

C. Product bundle

D. Service business

D 4. If the output quality does not meet the standard, the output rate will be slowed by
inspection & rework activities. Capacity reduction due to this factor is called?

A. Human factors

B. Operational factors

C. Supply chain factors

D. Process factors

C 5. Which one of the following is necessarily true?

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 A. Effective Capacity > Design Capacity > Actual Output

B. Design Capacity > Effective Capacity > Actual Output

C. Design Capacity > Actual Output> Effective Capacity

D. Actual Output> Design Capacity > Effective Capacity

D 6. Capacity decisions are important since,

A. It affects operating costs

B. It involves a long-term commitment

C. It affects the competitiveness

D. All of the above

D 7. Concurrent Design enables, except

A. smoother transition from product design to production

B. decrease product development time

C. increase time to market

D. none of the above

D 8. The primary objective of Product and Service Design is

A. To increase Customer satisfaction

B. To increase Functionality

C. To increase productivity

D. All of the above

A 9. Capacity of transportation service providers and distributors can alert the capacity
of many firms, these factors can be categorized under________?

A. Supply chain factors

B. External factors

C. Process factors

D. Product and service factor

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 B 10._____ is a tool that helps managers evaluate qualitative factors of location
alternatives

A. Load-distance model

B. Factor rating

C. Center of gravity approach

D. Break-even analysis

Part two-discuss the following question in detail (2.5 points each)

1. Write the characteristics of well-designed service systems?

Well-designed service systems exhibit several characteristics that contribute to their

effectiveness and customer satisfaction. Here are some key characteristics of well-
designed service systems:

A. Customer-Centric:

• Focus on understanding and meeting customer needs and expectations.

• Provide a positive and seamless customer experience throughout the service

delivery process.

B. Efficiency:

• Streamlined and efficient processes to minimize waiting times and enhance

overall service delivery speed.

• Use of technology to automate routine tasks and improve operational

efficiency.

C. Flexibility:

• Ability to adapt to changes in demand, customer preferences, and market

conditions.

• Flexibility in service offerings to cater to diverse customer needs.

D. Reliability:

• Consistent and reliable service delivery to build trust with customers.

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 • Dependability in meeting service commitments and deadlines.

E. Communication:

• Clear and transparent communication with customers regarding service

offerings, pricing, and expectations.

• Effective communication channels for customer inquiries, feedback, and issue

resolution.

F. Employee Involvement:

• Well-trained and empowered employees who play a crucial role in delivering

excellent service.

• Employee engagement and satisfaction, as happy employees often lead to

satisfied customers.

G. Innovation:

• Embrace innovation to improve service processes and introduce new offerings.

• Stay updated with industry trends and technologies to remain competitive.

H. Scalability:

• Design systems that can scale to handle increased demand or expansion into
new markets.

• Anticipate future growth and plan for scalability in infrastructure and

processes.

I. Cost-Effectiveness:

• Strive for cost-effectiveness in service delivery without compromising quality.

• Efficient resource utilization to optimize operational costs.

J. Feedback Mechanisms:

• Implement mechanisms for collecting customer feedback and use it for

continuous improvement.

• Regularly assess and monitor service performance through key performance

indicators (KPIs).

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 K. Sustainability:

• Consider the environmental and social impact of service delivery.

• Implement sustainable practices and contribute positively to the community.

L. Risk Management:

• Identify and mitigate potential risks that could impact service delivery.

• Have contingency plans in place for handling unexpected events or

disruptions.

M. Legal and Ethical Compliance:

• Adherence to legal and ethical standards in service delivery.

• Ensure compliance with industry regulations and standards.

Well-designed service systems are dynamic and adaptable, continually evolving to meet
changing customer needs and market conditions. They prioritize customer satisfaction
while maintaining operational efficiency and sustainability.

2. Define quality and discuss its dimension.

Quality Definition:

Quality refers to the degree of excellence or superiority of a product, service, process, or

outcome. It is a multidimensional concept that encompasses various aspects related to
meeting or exceeding customer expectations, adhering to specifications, and delivering
value. Quality is not limited to the absence of defects but includes characteristics that
contribute to the overall satisfaction and performance of a product or service.

Dimensions of Quality: Quality has several dimensions that are often used to assess and
measure different aspects of a product or service. Some commonly recognized
dimensions of quality include:

1. Performance:

Definition: The primary operating characteristics of a product or service. It focuses on

how well a product or service performs its intended function.

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 Example: The speed and reliability of a computer's processor.

2. Features:

Definition: The additional characteristics or attributes that enhance the appeal and
functionality of a product or service.

Example: Extra functionalities in software, additional safety features in a car.

3. Reliability:

Definition: The ability of a product or service to perform consistently without failure over
a specific period.

Example: The reliability of a car engine or the uptime of a computer system.

4. Conformance:

Definition: The degree to which a product or service adheres to specified standards,

requirements, or regulations.

Example: Products meeting industry or safety standards.

5. Durability:

Definition: The lifespan or longevity of a product or service before it deteriorates or

requires replacement or maintenance.

Example: The durability of a smartphone or the lifespan of a building.

6. Serviceability:

Definition: The ease with which a product can be repaired, maintained, or serviced.

Example: Availability of replacement parts for a machine.

7. Aesthetics:

Definition: The visual appeal, design, and sensory characteristics of a product.

Example: The design and appearance of consumer electronics.

8. Perceived Quality:

Definition: The customer's subjective assessment of a product or service based on brand

reputation, word of mouth, or past experiences.

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 Example: Customer reviews and brand image.

9. Cost:

Definition: The price of a product or service in relation to its perceived value and quality.

Example: Offering good value for money.

10. Safety:

Definition: The degree to which a product or service poses no harm or risk to users during
normal usage.

Example: Safety features in automobiles or appliances.

Understanding and managing these dimensions of quality are essential for businesses to
meet customer expectations, differentiate themselves in the market, and build a reputation
for delivering high-quality products or services. Quality management involves continuous
improvement, adherence to standards, and a commitment to customer satisfaction.

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