Exam 7: Process Selection, Design, and Analysis

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

The lowest resource utilization is usually found in

A legal defense preparation is an example of a project.

The work activity that effectively limits throughput of a process is called a ____.

A process map and a value stream map are two terms for the same thing.

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

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

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

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?

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?

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

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

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

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 is the center's utilization?

A Department of Motor Vehicle DMV) testing center has ten (10) testers who test 75 drivers per day. Each tester can test eight (8) drivers per day. What would the service rate need to be in order to achieve 85% utilization?

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.

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

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

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

Explain the relationship between custom, option and standard goods and services as they relate to project, job shop, flow shop and continuous flow processes.