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ST-1 Answer Paper

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37 views7 pages

ST-1 Answer Paper

Uploaded by

2003vishalkyp
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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1.

Service quality is a measure of a business offering services and meeting


various customer requirements and expectations. It measures how well a service
is delivered, compared to customer expectations. The five service
quality dimensions are tangibility, reliability, responsiveness, assurance, and
empathy. High service quality is important because it positively affects the
impact on customer satisfaction and loyalty. High service quality helps
organizations retain current customers and attract new ones. In addition, high
service quality reduces costs associated with acquiring new customers.
SERVICE QUALITY -------Results 1. Customer Satisfied (Happy)
2. Dissatisfied (Sad)
2. Production is a process in which machines may or may not be used in order
to transform input or intermediated into finished goods or services.
Raw Materials (Input) ____Process(manual & or machine) _____Output
On the other hand,
manufacturing is a process in which a company acquires raw materials and
uses machines and technology in order to produce the finished goods.
3. Efficiency refers to how well something is done, and effectiveness refers
to how useful something is.
A car is a very effective form of transportation, from office to home and is
able to move people across long distances, to specific places, but a car may
not transport people efficiently because of how it uses fuel compared to
other modes of travel. There are a number of factors which will have to be
reviewed such as number of persons, distance, time taken, etc to make
transportation efficient.
Buying defence equipment’s such as aircrafts, tanks or missiles from other
countries is effective in maintaining peace and ensuring deterrence, but it is
not efficient…as weapons, such as missiles are expensive… developing
indigenous missiles is effective in the long term…it looks very inefficient
and ineffective in the short term…but over a period, it is both effective and
efficient…as we become self-reliant and build missiles at lowest cost…it
ensures necessary deterrence in the neighbourhood
The words effective and efficient both mean "capable of producing a
result," but there is an important difference. Effective means "producing a
result that is wanted." Efficient means "capable of producing desired results
without wasting materials, time, or energy".
A typical project may target either efficiency or effectiveness but generally
it ends with achieving both. Initial focus is on effectiveness and once it is
sustained the focus shifts to efficiency. Which is more important? It
depends on your goal.
Efficiency: is about doing things in an optimal way, for example doing it
the fastest or in the least expensive way. Doing things right
Effectiveness: is about doing the right task, completing activities and
achieving goals. Doing the right things.
5. standardization is the process of creation of a good or service based on
the consensus of all the relevant parties in the industry. Manufacturing often
form framework agreements that ensure that the products they produce meet
the same specifications as other businesses in the industry. The
standardization may cover products sold in one geographical location or in
the global arena.
For example, manufacturers of LED and LCD television follow certain
product standardization rules that ensure that the products sold in the market
have similar features. The standards cover specifications such as screen
resolution and size, inputs (HDMI port, USB ports, etc.), internet
connectivity, etc. The standards are continually modified to mirror
advancements in technology.
The standards ensure that goods or services produced in a specific industry
come with consistent quality and are equivalent to other comparable
products or services in the same industry.
Standardization also helps in ensuring the safety, interoperability, and
compatibility of goods produced. Some of the parties involved in the
standardization processes include users, interest groups,
governments, corporations, and standards organizations.
4. Capacity planning in operations management is the process of balancing
the demand for a good or service with the ability of a manufacturer or
organization to produce enough to meet demand. The term capacity in
operations management refers to the highest level of goods or services that a
company can produce to meet demand.

Four primary capacity planning strategies have proven to be effective in


various contexts: the lead strategy- Anticipating Demand, the lag
strategy- is a reactive approach, and the match strategy- combines the lead
and lag approach, Corrective action strategy- damage control.
Section B
6. Labor productivity is simply the ratio of loans to labor-hours:

Productivity is
output (loans)

Input (labor-hrs.)

= 3 officers × 5 loans/day
------------------------------
3 officers × 8 hrs./day = 0.625 loans/labor-hr.

Expenditure Productivity

= 3 officer X 5 loans/day
-------------------------------- = 15/1320 =0.0114
Pay roll cost + overhead

Multifactor productivity measures measure the efficiency of two or more


inputs in the system. Multifactor productivity (MFP) reflects the overall
efficiency with which labour and capital inputs are used together in the
production process

Figure 1: Economic inputs and outputs


7. Refer Notes already given
Operations management is a field of business which deals with how a product is planned,
created & distributed. Operations management focuses on activities like
managing inventory,
capacity planning,
production & process,
supply chain management,
packaging,
distribution, warehousing etc.
All factories, manufacturing plants, construction, agriculture & even service sectors follow the
basic principles of operations management.

8. Roles of Production Manager

Locatio
Solution Weight n
X A XxA B XxB
Land 1 25 25 30 30
Labour 1 40 40 30 30
Pollution 1.1 15 16.5 20 22
Building 1.1 38 41.8 28 30.8
Transport 1.3 32 41.6 40 52
Tax Concession 0.9 30 27 32 28.8
Total 180 191.9 180 193.6

The plant should be located at A


9 Refer Notes given OM2 Unit 2
10.
Sub Division of Work
Time and Motion Study Pioneers: Frank and Lillian Gilbreth
THERBLIG 16 elements of work

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