Exam 2: Process Strategy and Analysis

Because a telephone customer service center has experienced several problems, it has begun to analyze the data from customer complaints. The first step was to construct the following table. Use this data to build a Pareto chart to help identify the "vital few" problems.

Develop a fishbone diagram from the perspective of a pizza restaurateur to troubleshoot the pizza delivery process to determine why weekend pizza deliveries are usually late. Make sure your diagram includes at least four bones and ten ribs.

A service blueprint is a flowchart of a service process that shows which of its steps has high customer contact.

The sales team has just finished creating a process chart of the sales-call process. After fifteen minutes of high-fiving, they decide to tape the flowchart to the conference room wall and stand back a safe distance admiring the many symbols on the chart. You join them, and while you don't know much about sales calls, your expertise in process analysis and improvement is well-respected. What would you look for in the chart that would let you know whether their sales-call process was well-conceived?

Scenario 2.4 A company is considering two options for the production of a part needed downstream in the manufacturing process. Particulars are as follows: -Use Scenario 2.4 to answer this question. What is the monthly break-even quantity for choosing between the two automation approaches?

Customer involvement is especially important for service process strategy decisions, particularly if customer contact is high.

Brainstorming sessions must have:

________ data is probably the easiest to obtain compared to other types of benchmarking data.

Create a flowchart that displays the proper sequential use of the major graphical tools in Chapter 2, "Process Strategy and Analysis." Include a note next to each tool that explains how the output of one tool is used as the input for the following tool.

Which statement about economies of scope is not True?

Scenario 2.2 Garman observes a worker assembling peanut valves and records the data displayed in the table. -Use the information in Scenario 2.2. What is the normal time for this job element if the rating factor is 75%?

A(n) ________ is a diagram that relates a key quality problem to its potential causes.

Which of the following statements concerning resource flexibility is best?

A politician conducting a town hall meeting, face-to-face with her constituents, is an example of:

Brainstorming sessions can be effectively conducted on the Internet using software that allows one person to see another's ideas and build on them.

Processes, by their nature, are found only in the operations function of an organization.

A firm that chooses to compete based on delivery speed and variety would most likely have:

Which of the following analyses is best suited for a scatter diagram?

Good process management should include:

The predetermined data approach eliminates the need for time studies.