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BPQ712S - Business Process and Quality Management - 2nd Opp - Nov 2022 |
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nAmlBIA unlVERSITY
OF SCIEnCE Ano TECHnOLOGY
FACULTYOF COMMERCEH, UMAN SCIENCESAND EDUCATION
DEPARTMENT OF GOVERNANCE AND MANAGEMENT SCIENCES
COURSE CODE: BPQ712S
SESSION: JAN/FEB 2023
DURATION: 3 Hours
COURSE NAME: BUSINESS PROCESS & QUALITY
MANAGEMENT
PAPER: THEORY
MARKS: 100
EXAMINER
SECONDOPPORTUNITYEXAMPAPER
DR MOSES WAIGANJO
MODERATOR MR ERNEST MBANGA
INSTRUCTIONS
1. Answer ALL the questions on the answer paper provided.
2. Write clearly and neatly.
3. Number the answers according to the number system used in
this question paper.
4. Calculator is allowed, so long as it's not programmed.
THIS QUESTION PAPER CONSISTS OF 5 PAGES (Including this front page)
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SECTION ONE (40 Marks)
MULTIPLE CHOICE (2 Marks x 15)
1. Databased systems, artificial intelligence programs and voice-recognition software are examples of
a. Hard technology
b. Soft technology
c. Perishable assets
d. Integrated Operating Systems
2. All organizations face common issues regarding technology; which item below does not belong on
the list?
a. The right technology must be selected for the goods that are produced.
b. Labor must be trained to operate the equipment.
c. Work must be scheduled to meet shipping commitments/customer promise dates.
d. CNCvertical machining centers minimize cost.
3. Information technology has significantly affected health care; which of the following is is not
outcome?
a. Cost reduction
b. Revenue enhancement
c. All answers are correct
d. Improved clinical efficiency and patient care
4. Which of the following activities would not be part of a return facilitator's activities?
a. Requesting money back for a customer
b. Repairing goods
c. Being an Internet enabler
d. Invoking the service guarantee
5. ______
consolidate data from across the organization and allow companies to integrate
information into a common database for easy access and analysis.
a. Business Intelligence Systems (BIS)
b. Data warehouses
c. Data mining
d. Neural networks
6. Dell's ability to provide a wide range of customized computer hardware to accommodate customers'
needs best describes ___ _
a. Volume flexibility
b. Design flexibility
c. Cycle time
d. Queue time
7. The number of patent applications and the number of improvement suggestions implemented relate
best to which operational performance measure category?
a. Financial
b. Customer and market
c. Innovation and learning
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d. Productivity
8. The degree to which a process generates outputs with the minimal consumption of inputs, or
generates a maximum amount of output for a given amount of input is called
a. Productivity
b. Value
c. Efficiency
d. Effectiveness
9. Units of output per machine-hour or tons per machine-hour are examples of?
a. Total productivity
b. Multifactor productivity
c. Partial-factor productivity
d. Service productivity
10. Output per non-labor dollar is an example of
a. Total productivity
b. Multifactor productivity
c. Partial-factor productivity
d. Service productivity
11. Which of the following terms is the most encompassing?
a. Value chain
b. Transformation process
c. General management process
d. Operating system
12. Which of the following is not an assumption of break-even analysis?
a. Price depends on cost
b. Time is not a critical variable
c. Cost and price are constant
d. Facilities and equipment have infinite capacities
13. The following terms -- interchangeability of parts, division of labor, highly repetitive tasks -- best
relate to focus on -----
a. Quality
b. Cost and efficiency
c. Quality
d. Time
14. The quality revolution is most related to ...
a. Continuous improvement
b. Mass production
c. Time-based competition
d. Break-even analysis
15. Which of the following does not fit?
a. Globalization
b. Technology
c. Mass customization
d. Mass production
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TRUE/FALSE(1 Mark x 10)
1. In general, the designs of both goods and services follow a similar path. The critical differences lie in
the detailed product and design phase.
2. The design of a service cannot be done independently from the process by which the service is
delivered.
3. An automated teller machine (ATM) is an excellent example of a Robust Process.
4. According to Japan's Genichi Taguchi, the greater the variance about the target value, the better the
product and the lesser the average loss.
5. Value engineering refers to cost avoidance or cost prevention after the good or service is created
6. Product simplicity encourages the use of standard parts and components.
7. Design for Environment (DfE) is the explicit consideration of environmental concerns during the
design of goods and services and processes, and include such practices as designing for recycling and
disassembly.
8. Reliability does not apply to services processes.
9. Redundancy is the use of backup components in a design.
10. A parallel system has no redundancy.
SECTION 2 {40 Marks)
QUESTION 1 (10 Marks)
Unit Selling Price
Total Units Sold
Labor Hours
Labor Cost/Hour
Material Usage (lbs.)
Material Cost/lb.
Other Costs
FIRSTQUARTER
$15.00
12,000
10,000
$8.00
6,000
$12.00
$25,000
SECOND
QUARTER
$17.00
11,500
9,500
$8.00
5,500
$11.50
$23,000
A. Using the information in Exhibit above, determine the total productivity for the First Quarter (use
dollar output per dollar input). (2 Marks)
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B. Using the information above, determine the multifactor productivity, non-labor in this case, for the
Second Quarter. Use units as outputs. (2 Marks)
C. Given the information above, if unit output labor productivity for the First Quarter is 1.20 units per
hour, determine the labor productivity index at the end of the Second Quarter using the First
Quarter as a base. (2 Marks)
D. A computer manufacturer has a 75 percent customer retention rate. Their accounting department
estimates the incremental contribution to profit and overhead as 40 percent. Customers purchase
computers every three years at an average cost of $1,500.00. Determine the average value of a loyal
customer. (4 Marks)
QUESTION 2
Expand and discuss the four performance perspectives of the Balanced Scorecard Model. (10 Marks)
QUESTION 3
a) Define value and three ways to increase it, describe a value chain using input-output
service diagrams. (15 Marks)
or pre- or post-
b) Distinguish between a value chain and supply chain with examples. (5 Marks)
QUESTION 4
Katutura Investments, a supplier of construction materials such as ready-mix concrete, sand, gravel and other
products, conducted a survey of its customers to understand their important wants and needs. The
survey revealed the following:
• Responsive to special needs
• Easyto place orders
• Consistent product quality
• On-time delivery
• Accurate invoices
• Lowest prices
• Attractive credit terms
• Salespeople's skills
• Helpful dispatchers
• Courteous drivers
• Fair and quick problem resolution
A) Draw an example customer benefit package and define the company's strategic mission.
(10 Marks)
B) What elements of operations design choices and infrastructure in Hills strategy framework
would an operations strategy have to address to meet these customer requirements?
(10 Marks)
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