Exam 7: Process Selection, Design, and Analysis

Compare and contrast a product-process matrix with a service positioning matrix.

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

Flow shop processes are more rigid and specialized than continuous flow processes.

In service operations, significant volume increases can and frequently are made without changes in the service process, as would be expected in manufacturing.

The average number of entities completed per unit time -- the output rate -- from a process is called ____.

A group of tasks needed to create and deliver an intermediate or final output is called a process.

Which one of the following best describes reengineering?

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

The Product-Process Matrix works well for both goods and services.

A company can differentiate itself from its competitors by positioning itself along the diagonal of the Product-Process matrix.

Automobile factories and hospital laboratory work are examples of

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

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%?

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.

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

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

A process map flowchart)

In designing processes, one often starts at the detail level and moves progressively toward the aggregate.

A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.

Improving process designs nearly always focus on decreasing costs.