Exam 7: Process Selection, Design, and Analysis

Process mapping can be characterized as the fundamental rethinking and radical redesign of business processes.

In using the Product-Process Matrix, the most appropriate match between products and processes occurs along the diagonal of the matrix.

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

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

____ 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.

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

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

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

A 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?

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

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?

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

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.

A pathway is a route that a product takes in a job shop.

Which is the correct order of hierarchy?

Ships, weddings and estate planning are examples of ____ goods and services

Dell computers and Subway sandwiches are examples of ____ goods.

Little's Law

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

The customer has no options from which to choose regarding make to stock goods and services.