Exam 7: Process Selection, Design, and Analysis

A custom machine shop is able to process 25 orders per day.The average processing time is 4 days.What is the average number of orders that are in process at any time?

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

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

Explain how a product's life cycle has important implications in terms of process design and choice.

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

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?

The "line of customer visibility" shows the separation between the back office and front office activities in a service flowchart.

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

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?

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to

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

Because services cannot inventory their output, they must forecast demand more accurately and better manage the resources needed to provide the service.

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

Explain and differentiate the characteristics of a project, job shop, flow shop and continuous flow process.

Give three examples of goods or services associated with each of the process types: project, job shop, flow shop and continuous flow.

A process map (flowchart)

Little's Law

Transferring material between two non-adjacent workstations, waiting for service and requiring multiple approvals are examples of

Configurations of standard parts, subassemblies, or services that can be selected by customers from a limited set are called "make to order" goods and services.

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