Exam 7: Process Selection, Design, and Analysis

The lowest resource utilization is usually found in

A company is able to process 100 customer statements (bills) per day per processing clerk. It has 250 customer statements to process per day. How many full-time processing clerks are needed if the company wants a processing-clerk utilization rate as close to .80 as possible?

In using the Product-Process Matrix, the most appropriate match between products and processes occurs along the diagonal of the matrix.

Which of the following is not a major activity in designing a goods-producing or service-providing process?

A custom good or service is produced in anticipation of demand.

Little's Law states that Throughput = Flow Time * Work-In-Process.

Differentiate between a customer-routed service and a provider-routed service. Include examples of each.

Process mapping can be characterized as the fundamental rethinking and radical redesign of business processes.

For a Marriott hotel call center the expected service rate was 3.0 minutes per telephone call per customer service representative (CSR). With 3 telephone CSRs on-duty during the 6:30 to 7:00 am time period, and assuming a 90% target CSR labor utilization rate, how many telephone calls can these 3 CSRs handle during this time period?

In a customer-routed service, customers follow a very small number of possible and predetermined pathways through the service system.

Compare and contrast a product-process matrix with a service-positioning matrix.

Explain the concept of hierarchy of work. Why is it useful in process design activities?

A Department of Motor Vehicle (DMV) testing center has six (6) testers who test 50 drivers in total per day. Each tester can test twelve (10) drivers per day. What is the center's utilization?

The service-positioning matrix suggests that services should try to position themselves off the diagonal in order to achieve superior performance.

Which is the correct order of hierarchy?

A company can differentiate itself from its competitors by positioning itself along the diagonal of the Product-Process matrix.

Differentiate among custom, option and standard goods and services. Also give a goods and a service example of each.

The service-positioning matrix focuses on the service encounter level rather than the overall design of the service system.

Job shop processes use flexible, general purpose equipment that is capable of customizing work for individual customers.

The average number of hotel rooms occupied per day during the month of March is 225. Rooms are booked on average for 2.5 days. On average, how many new bookings occur each day?