Question 1

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

Accepted Answer

Process maps can be drawn at different l

Question 2

A(n) _____ is a group of tasks needed to create and deliver an intermediate or final output.

Accepted Answer

A)  process 
B)  activity 
C)  value chain 
D)  prototype 
A)  process 
B)  activity 
C)  value chain 
D)  prototype

Question 3

A manufacturer's average work-in-process inventory for Part 1234 is 1,250 parts. The workstation produces parts at the rate of 150 parts per day. What is the average amount of time a part spends at the workstation?

Accepted Answer

A)  More than 4 but less than or equal to 6 days 
B)  More than 6 but less than or equal to 8 days 
C)  More than 8 but less than or equal to 10 days 
D)  More than 10 days 
A)  More than 4 but less than or equal to 6 days 
B)  More than 6 but less than or equal to 8 days 
C)  More than 8 but less than or equal to 10 days 
D)  More than 10 days

Question 4

What is the implied service rate at a bank teller's window if demand is 26 customers per hour, and the bank staffs 3 tellers with an average utilization of 80%?

Accepted Answer

Utilization (U) = Demand Rate/

Question 5

How many computer repair troubleshooters should be on duty from 8:00 p.m. to midnight if total demand during that period is 15 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

Accepted Answer

A)  Two 
B)  Three 
C)  Four 
D)  Five 
A)  Two 
B)  Three 
C)  Four 
D)  Five

Question 6

Explain Little's Law and how it can be used.

Accepted Answer

Little's Law a simple formula that expla

Question 7

A company is able to process 400 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?

Accepted Answer

WIP = R × T = 300(6) = 2,400
T

Question 8

A women's beauty salon specializing in hair coloring is best described as a:

Accepted Answer

A)  project. 
B)  job shop. 
C)  flow shop. 
D)  continuous flow. 
A)  project. 
B)  job shop. 
C)  flow shop. 
D)  continuous flow.

Question 9

A bottleneck is the work activity that effectively limits the throughput of an entire process.

Accepted Answer

A) True 
 B)False

Question 10

A car rental company at a major airport has an average inventory of 48 cars rented. Cars are rented for an average of 3 days. How many rentals are processed each day on average?

Accepted Answer

A)  Less than or equal to 10 
B)  More than 10 but less than or equal to 20 
C)  More than 20 but less than or equal to 30 
D)  More than 30 but less than or equal to 40 
A)  Less than or equal to 10 
B)  More than 10 but less than or equal to 20 
C)  More than 20 but less than or equal to 30 
D)  More than 30 but less than or equal to 40

Question 11

Define reengineering. How does it differ from other approaches to process improvement?

Accepted Answer

Reengineering has been defined as "the f

Question 12

Explain each axis of the product-process matrix. Where is the most appropriate match? Also, discuss the importance of the matrix to a company's life cycle.

Accepted Answer

The vertical axis classifies different p

Question 13

How many computer repair technicians should be on duty from 8:00 p.m. to midnight if the total demand during that period is 60 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

Accepted Answer

Utilization (U) = Demand Rate/

Question 14

All of the following are the phases of a product's life cycle EXCEPT:

Accepted Answer

A)  introduction. 
B)  inception. 
C)  maturity. 
D)  decline. 
A)  introduction. 
B)  inception. 
C)  maturity. 
D)  decline.

Question 15

The work activity that effectively limits throughput of a process is known as a _____.

Accepted Answer

A)  process boundary 
B)  service blueprint 
C)  bottleneck 
D)  process map 
A)  process boundary 
B)  service blueprint 
C)  bottleneck 
D)  process map

Question 16

A company is able to process 100 customer statements (bills) per day per processing clerk. It has to process 270 customer statements per day. How many full-time processing clerks are needed if the company wants a processing clerk utilization rate as close to .90 as possible?

Accepted Answer

0.90 = 270/ (100 × N

Question 17

An accounting firm is capable of processing 30 EZ tax forms per day, and the average number of forms on hand in the office is 74 forms. What is the average processing time per EZ tax form?

Accepted Answer

WIP = R × T => 74 =

Question 18

For a Marriott hotel call center the expected service rate was 2.0 minutes per telephone call per customer service representative (CSR). With 3 telephone CSRs on duty during the 6:30 to 7:00
a.m. time period, and assuming a 90% target CSR labor utilization rate, how many telephone calls can these 3 CSRs handle during this time period?

Accepted Answer

Utilization (U) = Demand Rate/[Service R

Question 19

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service-counter employees are on duty, and their labor utilization is 75%?

Accepted Answer

A)  More than 5 but less than or equal to 10 customers per hour 
B)  More than 10 but less than or equal to 15 customers per hour 
C)  More than 15 but less than or equal to 20 customers per hour 
D)  More than 20 customers per hour 
A)  More than 5 but less than or equal to 10 customers per hour 
B)  More than 10 but less than or equal to 15 customers per hour 
C)  More than 15 but less than or equal to 20 customers per hour 
D)  More than 20 customers per hour

Question 20

Which of the following statements is TRUE about Little's Law?

Accepted Answer

A)  It explains the relationship between waiting time and throughput. 
B)  It takes into account any randomness in arrivals or service times. 
C)  It focuses on finished goods inventory. 
D)  It evaluates average process performance. 
A)  It explains the relationship between waiting time and throughput. 
B)  It takes into account any randomness in arrivals or service times. 
C)  It focuses on finished goods inventory. 
D)  It evaluates average process performance.

Exam 7: Process Selection, Design, and Analysis

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

A(n) _____ is a group of tasks needed to create and deliver an intermediate or final output.

A manufacturer's average work-in-process inventory for Part 1234 is 1,250 parts. The workstation produces parts at the rate of 150 parts per day. What is the average amount of time a part spends at the workstation?

What is the implied service rate at a bank teller's window if demand is 26 customers per hour, and the bank staffs 3 tellers with an average utilization of 80%?

How many computer repair troubleshooters should be on duty from 8:00 p.m. to midnight if total demand during that period is 15 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

Explain Little's Law and how it can be used.

A company is able to process 400 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?

A women's beauty salon specializing in hair coloring is best described as a:

A bottleneck is the work activity that effectively limits the throughput of an entire process.

A car rental company at a major airport has an average inventory of 48 cars rented. Cars are rented for an average of 3 days. How many rentals are processed each day on average?

Define reengineering. How does it differ from other approaches to process improvement?

Explain each axis of the product-process matrix. Where is the most appropriate match? Also, discuss the importance of the matrix to a company's life cycle.

How many computer repair technicians should be on duty from 8:00 p.m. to midnight if the total demand during that period is 60 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

All of the following are the phases of a product's life cycle EXCEPT:

The work activity that effectively limits throughput of a process is known as a _____.

A company is able to process 100 customer statements (bills) per day per processing clerk. It has to process 270 customer statements per day. How many full-time processing clerks are needed if the company wants a processing clerk utilization rate as close to .90 as possible?

An accounting firm is capable of processing 30 EZ tax forms per day, and the average number of forms on hand in the office is 74 forms. What is the average processing time per EZ tax form?

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service-counter employees are on duty, and their labor utilization is 75%?

Which of the following statements is TRUE about Little's Law?

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Facility and Work Designs

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Appendix: Quality Management

Quality Control and Spc

Appendix: Queuing Analysis

Appendix: Modeling Using Linear Programming

Lean Operating Systems

Appendix: Simulation

Project Management

Appendix: Decision Analysis

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