Question 1

Level 1 of the SCOR model is organized around the five core management processes: plan,source,make,deliver,and return.

Accepted Answer

A) True 
 B)False  True

Question 2

Describe continuous improvement and business process reengineering and compare their advantages and disadvantages in relation to each other.

Accepted Answer

Continuous improvement is the philosophy that small,incremental improvements can add up to significant performance improvements over time.Business process reengineering (BPR)is a procedure that involves the fundamental rethinking and radical redesign of business processes to achieve dramatic organizational improvements in such critical measures of performance as cost,quality,service,and speed.The discrepancy between the two is the magnitude of change in existing processes.Continuous improvement uses the current process as a starting point and allows for an easy transition to the next stage,which is more comfortable for many people and could be sufficient if the existing process is performing well.If a company is suffering due to inadequacy of a process,then continuous improvement may not be fast enough to permit survival in the market.BPR would allow for a quantum leap in process performance as long as all components of an organization are prepared to accept the process changes required.

Question 3

Lisa manages customer service representatives in a call center.The center's computer system tracks a number of metrics for each employee including the total number of customer calls they complete,the amount of time the service representative spends talking to customers,and the total time the service representative was clocked in each day.The work standard developed by the call center is to complete 150 calls in an 8-hour shift.Answer the following questions using the information provided in the table.
a.What is the productivity of employee J?
b.What is the efficiency of employee K?
c.What is the percent value added time for employee M?

Accepted Answer

Employee J's productivity = 165 calls/8 hours = 20.625 calls/hour
Employee K's efficiency = 140/150 = 93.3%
Employee M's percent value added time = 7.333 hours/8 hours = 91.67%

Question 4

Mapping creates a common understanding of process activities,their results,and who performs the steps.

Accepted Answer

A) True 
 B)False

Question 5

A set of logically related tasks or activities performed to achieve a defined business outcome is a:

Accepted Answer

A)  process. 
B)  primary process. 
C)  support process. 
D)  development process. 
A)  process. 
B)  primary process. 
C)  support process. 
D)  development process.

Question 6

An assistant professor designs his fall semester class so that a major homework assignment is due the day his students waltz into class to take their first exam.The results are mixed so he rewrites his exam for the spring semester and repeats the process,again collecting a major homework assignment on exam day and grading and returning both the homework assignments and exams the following class meeting.Use an appropriate tool from the tools for continuous improvement to analyze the data.What conclusions do you draw?

Accepted Answer

The best tool for this occasion would be

Question 7

Mapping does NOT:

Accepted Answer

A)  create a common understanding of the content of a process. 
B)  define the boundaries of a process. 
C)  provide a detailed view of all elements external to the process. 
D)  provide a baseline against which to measure the impact of improvement efforts. 
A)  create a common understanding of the content of a process. 
B)  define the boundaries of a process. 
C)  provide a detailed view of all elements external to the process. 
D)  provide a baseline against which to measure the impact of improvement efforts.

Question 8

________ is a measure of process performance that is a ratio of output to inputs.

Accepted Answer

Multifacto

Question 9

Cycle time is the total time needed to complete a business process.

Accepted Answer

A) True 
 B)False

Question 10

________ is a process improvement philosophy that results in small,incremental changes while ________ is a process improvement philosophy that results in dramatic organizational changes.

Accepted Answer

Continuous improveme

Question 11

A Six Sigma Champion is a full-time Six Sigma expert that is responsible for training,mentoring,deployment,and results.

Accepted Answer

A) True 
 B)False

Question 12

Which of these steps is NOT part of the Six Sigma process sequence?

Accepted Answer

A)  Design 
B)  Measure 
C)  Analyze 
D)  Improve 
A)  Design 
B)  Measure 
C)  Analyze 
D)  Improve

Question 13

Which of the following approaches to process improvement could be described as process benchmarking?

Accepted Answer

A)  Employees at McDonald's ignore the way they have always processed customer orders and design an entirely new way to do so. 
B)  Employees at the campus housing and dining service visit Ritz Carlton to pick up ideas on managing long-term guests. 
C)  Employees at Ford purchase automobiles from an array of car manufacturers and take them apart to get design ideas for their next generation Taurus. 
D)  Employees at XEROX take classes in quality improvement and make small, incremental changes to their order filling processes. 
A)  Employees at McDonald's ignore the way they have always processed customer orders and design an entirely new way to do so. 
B)  Employees at the campus housing and dining service visit Ritz Carlton to pick up ideas on managing long-term guests. 
C)  Employees at Ford purchase automobiles from an array of car manufacturers and take them apart to get design ideas for their next generation Taurus. 
D)  Employees at XEROX take classes in quality improvement and make small, incremental changes to their order filling processes.

Question 14

Which of the continuous improvement tools is used to conduct root-cause analysis?

Accepted Answer

A)  statistical process control (SP
C)  
B)  flow chart 
C)  Ishikawa diagram 
D)  Pareto chart 
A)  statistical process control (SP
C)  
B)  flow chart 
C)  Ishikawa diagram 
D)  Pareto chart

Question 15

A support process performs necessary,value-added activities of an organization.

Accepted Answer

A) True 
 B)False

Question 16

While efficiency can exceed 100%,percent value-added time has a maximum of 100%.

Accepted Answer

A) True 
 B)False

Question 17

After calculating the applicant's credit score,the system required the applicant to provide a health history.This activity would be represented on a process map with which symbol?

Accepted Answer

A)    
B)    
C)    
D)    
A)    
B)    
C)    
D)

Question 18

The magnitude of changes created by a continuous improvement program is generally larger than those created by a business process reengineering program.

Accepted Answer

A) True 
 B)False

Question 19

Which of these statements about the SCOR model is best?

Accepted Answer

A)  The SCOR model consists of four levels that describe supply chain processes in increasing detail. 
B)  The core management processes of the model are Source, Collaborate, Operations, and Return. 
C)  The model makes provisions for different levels of customization. 
D)  The process types detailed in level one are Planning, Execution, and Enable. 
A)  The SCOR model consists of four levels that describe supply chain processes in increasing detail. 
B)  The core management processes of the model are Source, Collaborate, Operations, and Return. 
C)  The model makes provisions for different levels of customization. 
D)  The process types detailed in level one are Planning, Execution, and Enable.

Question 20

Consider a typical cycle of emailing a professor a question about class and waiting for a response.Which of the following statements is correct?

Accepted Answer

A)  The percent value-added time is low. 
B)  The cycle time is impossible to determine with any accuracy. 
C)  The quality of the response is easy to measure. 
D)  The professor's productivity is easy to measure. 
A)  The percent value-added time is low. 
B)  The cycle time is impossible to determine with any accuracy. 
C)  The quality of the response is easy to measure. 
D)  The professor's productivity is easy to measure.

Level 1 of the SCOR model is organized around the five core management processes: plan,source,make,deliver,and return.

Describe continuous improvement and business process reengineering and compare their advantages and disadvantages in relation to each other.

Mapping creates a common understanding of process activities,their results,and who performs the steps.

A set of logically related tasks or activities performed to achieve a defined business outcome is a:

Mapping does NOT:

________ is a measure of process performance that is a ratio of output to inputs.

Cycle time is the total time needed to complete a business process.

is a process improvement philosophy that results in small,incremental changes while is a process improvement philosophy that results in dramatic organizational changes.

A Six Sigma Champion is a full-time Six Sigma expert that is responsible for training,mentoring,deployment,and results.

Which of these steps is NOT part of the Six Sigma process sequence?

Which of the following approaches to process improvement could be described as process benchmarking?

Which of the continuous improvement tools is used to conduct root-cause analysis?

A support process performs necessary,value-added activities of an organization.

While efficiency can exceed 100%,percent value-added time has a maximum of 100%.

After calculating the applicant's credit score,the system required the applicant to provide a health history.This activity would be represented on a process map with which symbol?

The magnitude of changes created by a continuous improvement program is generally larger than those created by a business process reengineering program.

Which of these statements about the SCOR model is best?

Consider a typical cycle of emailing a professor a question about class and waiting for a response.Which of the following statements is correct?

Introduction to Operations and Supply Chain Management

Operations and Supply Chain Strategies

Process Choice and Layout Decisions in Manufacturing and Services

Managing Quality

Managing Capacity

A: Advanced Waiting Line Theory and Simulation Modeling

Supply Management

Logistics

Forecasting

Sales and Operations Planning Aggregate Planning

Managing Inventory Throughout the Supply Chain

Managing Production Across the Supply Chain

A: Supply Chain Information Systems

Jitlean Production

Managing Projects

Developing Products and Services

Filters

Exam 4: Business Processes

Level 1 of the SCOR model is organized around the five core management processes: plan,source,make,deliver,and return.

Describe continuous improvement and business process reengineering and compare their advantages and disadvantages in relation to each other.

Mapping creates a common understanding of process activities,their results,and who performs the steps.

A set of logically related tasks or activities performed to achieve a defined business outcome is a:

Mapping does NOT:

________ is a measure of process performance that is a ratio of output to inputs.

Cycle time is the total time needed to complete a business process.

________ is a process improvement philosophy that results in small,incremental changes while ________ is a process improvement philosophy that results in dramatic organizational changes.

A Six Sigma Champion is a full-time Six Sigma expert that is responsible for training,mentoring,deployment,and results.

Which of these steps is NOT part of the Six Sigma process sequence?

Which of the following approaches to process improvement could be described as process benchmarking?

Which of the continuous improvement tools is used to conduct root-cause analysis?

A support process performs necessary,value-added activities of an organization.

While efficiency can exceed 100%,percent value-added time has a maximum of 100%.

After calculating the applicant's credit score,the system required the applicant to provide a health history.This activity would be represented on a process map with which symbol?

The magnitude of changes created by a continuous improvement program is generally larger than those created by a business process reengineering program.

Which of these statements about the SCOR model is best?

Consider a typical cycle of emailing a professor a question about class and waiting for a response.Which of the following statements is correct?

Introduction to Operations and Supply Chain Management

Operations and Supply Chain Strategies

Process Choice and Layout Decisions in Manufacturing and Services

Managing Quality

Managing Capacity

A: Advanced Waiting Line Theory and Simulation Modeling

Supply Management

Logistics

Forecasting

Sales and Operations Planning Aggregate Planning

Managing Inventory Throughout the Supply Chain

Managing Production Across the Supply Chain

A: Supply Chain Information Systems

Jitlean Production

Managing Projects

Developing Products and Services

Filters

is a process improvement philosophy that results in small,incremental changes while is a process improvement philosophy that results in dramatic organizational changes.