Question 1

Which of the following is not a common process design improvement strategy?

Accepted Answer

A) Increasing revenue 
B) Decreasing agility 
C) Decreasing cost 
D) Decreasing flow time 
A) Increasing revenue 
B) Decreasing agility 
C) Decreasing cost 
D) Decreasing flow time

Question 2

A 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 for there to be 80% utilization of the testers, how many testers should be added at the center?

Accepted Answer

Utilization (U) = Demand Rate/

Question 3

Appliances and iPods are examples of ____ goods.

Accepted Answer

A) Custom 
B) Option 
C) Standard 
D) Assemble to order 
A) Custom 
B) Option 
C) Standard 
D) Assemble to order

Question 4

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

Accepted Answer

A) Process; value chains 
B) Activity; tasks 
C) Task; activities 
D) Activity; processes 
A) Process; value chains 
B) Activity; tasks 
C) Task; activities 
D) Activity; processes

Question 5

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

Accepted Answer

The product-process matrix does not tran

Question 6

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 7

Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except

Accepted Answer

A) Demand volume 
B) Degree of customization 
C) Pathways 
D) Type of good 
A) Demand volume 
B) Degree of customization 
C) Pathways 
D) Type of good

Question 8

Improving process designs nearly always focus on decreasing costs.

Accepted Answer

A) True 
 B)False

Question 9

____ 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.

Accepted Answer

A) Provider-routed pathways 
B) Customer-routed pathways 
C) Highly repeatable service encounter activity sequences 
D) ATMs 
A) Provider-routed pathways 
B) Customer-routed pathways 
C) Highly repeatable service encounter activity sequences 
D) ATMs

Question 10

In service applications, flowcharts generally highlight the points of contact with the customer.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

A car rental company at a major airport has 70% of its fleet of 200 cars rented each day on average.Cars are rented for an average of 4 days.How many rentals are processed each day on average?

Accepted Answer

WIP = R @#LAT-DLM& T

Question 13

Service facilities have a greater range of resource utilization than manufacturing.

Accepted Answer

A) True 
 B)False

Question 14

What type of process would a paper mill most likely use?

Accepted Answer

A) Project 
B) Job shop 
C) Flow shop process 
D) Continuous flow process 
A) Project 
B) Job shop 
C) Flow shop process 
D) Continuous flow process

Question 15

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.

Accepted Answer

Utilization (U) = Demand Rate/

Question 16

Define a value stream map.How does this differ from a regular process map?

Accepted Answer

Value stream refers to all value-added a

Question 17

During which phase of a product's life cycle does low unit cost become a top competitive priority?

Accepted Answer

A) Introduction 
B) Growth 
C) Maturity 
D) Decline 
A) Introduction 
B) Growth 
C) Maturity 
D) Decline

Question 18

Which one of the following major activities is not one of the six major activities to design a goods-producing or service-providing process?

Accepted Answer

A) Define the purpose and objectives of the process. 
B) Create a detailed process or value stream map that baselines current performance. 
C) Use the product life cycle for each good or service to create a future state process map. 
D) Select the appropriate equipment and technology. 
A) Define the purpose and objectives of the process. 
B) Create a detailed process or value stream map that baselines current performance. 
C) Use the product life cycle for each good or service to create a future state process map. 
D) Select the appropriate equipment and technology.

Question 19

In the introduction phase of the product life cycle, operations managers need to quickly standardize their processes.

Accepted Answer

A) True 
 B)False

Question 20

As one moves up the hierarchy of work, the total number of tasks that must be coordinated becomes larger.

Accepted Answer

A) True 
 B)False

Exam 7: Process Selection, Design, and Analysis

Which of the following is not a common process design improvement strategy?

Appliances and iPods are examples of ____ goods.

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

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

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.

Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except

Improving process designs nearly always focus on decreasing costs.

____ 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.

In service applications, flowcharts generally highlight the points of contact with the customer.

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

A car rental company at a major airport has 70% of its fleet of 200 cars rented each day on average.Cars are rented for an average of 4 days.How many rentals are processed each day on average?

Service facilities have a greater range of resource utilization than manufacturing.

What type of process would a paper mill most likely use?

Define a value stream map.How does this differ from a regular process map?

During which phase of a product's life cycle does low unit cost become a top competitive priority?

Which one of the following major activities is not one of the six major activities to design a goods-producing or service-providing process?

In the introduction phase of the product life cycle, operations managers need to quickly standardize their processes.

As one moves up the hierarchy of work, the total number of tasks that must be coordinated becomes larger.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Facility and Work Design

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Quality Management

Quality Control and Spc

Lean Operating Systems

Project Management

Work Measurement, Learning Curves, and Standards

Queuing Analysis

Modeling Using Linear Programming

Simulation

Decision Analysis

Filters

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