Exam 7: Process Selection, Design, and Analysis

Which is the correct order of hierarchy of process design?

In using the product-process matrix, the most appropriate match between products and processes occurs along the diagonal of the matrix.

The Department of Motor Vehicle (DMV) testing center currently has six (6) testers who test 68 drivers per day. Each tester can test twelve (12) drivers per day. Testers are complaining about being too busy and the center being understaffed. In order to achieve an average of 80% utilization of the testers, how many testers should be added at the center?

An accounting firm is capable of processing 20 EZ tax forms per day and the average number of forms on hand in the office is 64 forms. What is the average processing time per EZ tax form?

_____ services offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.

Explain why the product-process matrix does not transfer well to services.

The average number of hotel rooms occupied per day during the month of March is 275. Rooms are booked on average for 2.5 days. On average, how many new bookings occur each day?

Make-to-stock goods and services are made according to a fixed design, and the customer has no options from which to choose.

The lowest resource utilization is usually found in a(n) _____ process.

Flow shop processes are more rigid and highly specialized than continuous flow processes.

Subway's sandwich process is best described as:

What are the major activities in designing a goods-producing or service-providing process?

An automobile emission testing center has six (6) inspectors and tests 50 vehicles per hour. Each inspector can inspect twelve (12) vehicles per hour. What would the service rate need to be in order to achieve 90% utilization?

An automobile emission testing center has six (6) inspectors and tests 60 vehicles per hour. Each inspector can inspect thirteen (13) vehicles per hour. What is the center's utilization?

Process mapping is defined as the fundamental rethinking and radical redesign of business processes.

To improve process designs, one must focus on increasing costs through better technology.

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

Service-encounter repeatability provides a measure analogous to product volume for goods-producing firms.

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

A wealth management company is able to process 300 customer statements (bills) per day. The average processing time is six (6) days. What is the average number of statements (bills) the company has in process at any time?