Question 1

A flowchart created at the strategic level of an organization should show:

Accepted Answer

A) core processes and their linkages. 
B) details of a process as bracketed by its scope. 
C) individual steps that may have been aggregated at a higher level of analysis. 
D) areas that are seen and unseen by the customer. 
A) core processes and their linkages. 
B) details of a process as bracketed by its scope. 
C) individual steps that may have been aggregated at a higher level of analysis. 
D) areas that are seen and unseen by the customer.

Question 2

Which one of the following techniques will help management trace customer complaints directly to the process involved?

Accepted Answer

A) cause-and-effect diagram 
B) quality circles 
C) quality engineering 
D) specification management 
A) cause-and-effect diagram 
B) quality circles 
C) quality engineering 
D) specification management

Question 3

A process troubleshooter has to decide which problem to address first with his or her cause-and-effect diagram.The data analysis tool that will help him decide which problem to tackle first is a:

Accepted Answer

A) scatter diagram. 
B) check sheet. 
C) flowchart. 
D) Pareto chart. 
A) scatter diagram. 
B) check sheet. 
C) flowchart. 
D) Pareto chart.

Question 4

Because a telephone customer service center has experienced several problems,it has begun to analyze the data from customer complaints.The first step was to construct the following table.Use this data to build a Pareto chart to help identify the "vital few" problems.

Accepted Answer

The answer of Because a telephone customer service center has...

Question 5

Scenario 4.2
Garman observes a worker assembling peanut valves and records the data displayed in the table.
  
-Use the information in Scenario 4.2.What is the normal time for this job element if the rating factor is 75%?

Accepted Answer

A) 15.06 seconds 
B) 14.92 seconds 
C) 13.42 seconds 
D) 11.19 seconds 
A) 15.06 seconds 
B) 14.92 seconds 
C) 13.42 seconds 
D) 11.19 seconds

Question 6

Studying and developing a process improvement plan for a business or other process you are familiar with (e.g. ,fast food restaurant,obtaining tickets to a university-sponsored event,dry cleaners,book purchases for next term,and the like)

Accepted Answer

Answers will vary,but should follow the

Question 7

Compare and contrast the method of time study to the method of work sampling.What are the strengths and limitations of each,and for which applications are they best suited?

Accepted Answer

Both are direct observation methods.Howe

Question 8

A flowchart traces the flow of all EXCEPT the following:

Accepted Answer

A) information through a process 
B) customers through a process 
C) equipment through a process 
D) safety regulations through a process 
A) information through a process 
B) customers through a process 
C) equipment through a process 
D) safety regulations through a process

Question 9

Which of the following analyses is best suited for a scatter diagram?

Accepted Answer

A) A professor plots a student's exam score against the number of homework problems the student completed prior to the exam. 
B) A professor determines a student's letter grade based on their final course average. 
C) A professor determines the curve on the most recent exam by categorizing students into groups called A,B,C,etc. 
D) A professor studies his student evaluations and classifies complaints into broad categories such as Assign More Homework and Make Exams More Challenging. 
A) A professor plots a student's exam score against the number of homework problems the student completed prior to the exam. 
B) A professor determines a student's letter grade based on their final course average. 
C) A professor determines the curve on the most recent exam by categorizing students into groups called A,B,C,etc. 
D) A professor studies his student evaluations and classifies complaints into broad categories such as Assign More Homework and Make Exams More Challenging.

Question 10

Which statement regarding learning rates is best?

Accepted Answer

A) A more complicated process offers more room for improvement. 
B) A simpler process has a more pronounced learning rate. 
C) Typically,the effect of each capital addition on the learning curve is significant. 
D) Regardless of output volume,the estimate for the time required to produce the first unit is less important than the estimate of the learning rate. 
A) A more complicated process offers more room for improvement. 
B) A simpler process has a more pronounced learning rate. 
C) Typically,the effect of each capital addition on the learning curve is significant. 
D) Regardless of output volume,the estimate for the time required to produce the first unit is less important than the estimate of the learning rate.

Question 11

Gaps between actual and desired performance are called ________.

Accepted Answer

The answer of Gaps between actual and desired performance are...

Question 12

The first step of the systematic approach to process analysis is ________.

Accepted Answer

identify o

Question 13

A restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table.The data collected from the past week's diners appear in the following table.   Using a classic Pareto analysis,what are the vital few complaints?

Accepted Answer

A) Table/utensils dirty 
B) Slow service 
C) Food taste,food temperature 
D) Food taste,Table/utensils dirty 
A) Table/utensils dirty 
B) Slow service 
C) Food taste,food temperature 
D) Food taste,Table/utensils dirty

Question 14

Consider the four steps in a time study.If an analyst were to make a mistake,during which step would the impact on the standard time be the greatest? Explain your reasoning.

Accepted Answer

The four steps are selecting work elemen

Question 15

A(n)________ means that a department focuses on its own tasks without understanding the role and processes of departments outside its own organizational boundaries.

Accepted Answer

The answer of A(n)________ means that a department focuses on...

Question 16

A pilot work study has been conducted on a new operation with four work elements.The following times,in seconds,were obtained using a time study.   a.What is the normal time for this operation?
b.If an allowance of 20 percent is used,what is the standard time for this task?

Accepted Answer

@#IMG-DLM& a.Normal time = 14.

Question 17

The bursar's office at a large state school sends a team to the bookstore on campus to see how they handle customers and process payments.This is an example of functional benchmarking.

Accepted Answer

A) True 
 B)False

Question 18

Benchmarking studies must have:

Accepted Answer

A) a direct competitor for comparison. 
B) a team composed of at least one member from each department in the organization. 
C) a team composed of at least one member from each department in the organization plus one customer of each process output. 
D) quantitative goals. 
A) a direct competitor for comparison. 
B) a team composed of at least one member from each department in the organization. 
C) a team composed of at least one member from each department in the organization plus one customer of each process output. 
D) quantitative goals.

Question 19

A restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table.The data collected from the past week's diners appear in the following table.   Using a classic Pareto analysis,what categories comprise 80% of the total complaints?

Accepted Answer

A) Table/utensils dirty 
B) Table/utensils dirty,Food taste,Slow service 
C) Food taste,Food temperature,Order mistake,Slow service,Table/utensils dirty 
D) Food taste,Food temperature,Order mistake,Slow service,Too expensive 
A) Table/utensils dirty 
B) Table/utensils dirty,Food taste,Slow service 
C) Food taste,Food temperature,Order mistake,Slow service,Table/utensils dirty 
D) Food taste,Food temperature,Order mistake,Slow service,Too expensive

Question 20

Brainstorming sessions must have:

Accepted Answer

A) all participants together in the same room. 
B) a mechanism for evaluation of the ideas as they are surfaced. 
C) a means of implementing ideas as they are surfaced. 
D) a way for all participants to communicate. 
A) all participants together in the same room. 
B) a mechanism for evaluation of the ideas as they are surfaced. 
C) a means of implementing ideas as they are surfaced. 
D) a way for all participants to communicate.

Exam 4: Process Analysis

A flowchart created at the strategic level of an organization should show:

Which one of the following techniques will help management trace customer complaints directly to the process involved?

A process troubleshooter has to decide which problem to address first with his or her cause-and-effect diagram.The data analysis tool that will help him decide which problem to tackle first is a:

Because a telephone customer service center has experienced several problems,it has begun to analyze the data from customer complaints.The first step was to construct the following table.Use this data to build a Pareto chart to help identify the "vital few" problems.

Scenario 4.2 Garman observes a worker assembling peanut valves and records the data displayed in the table. -Use the information in Scenario 4.2.What is the normal time for this job element if the rating factor is 75%?

Studying and developing a process improvement plan for a business or other process you are familiar with (e.g. ,fast food restaurant,obtaining tickets to a university-sponsored event,dry cleaners,book purchases for next term,and the like)

Compare and contrast the method of time study to the method of work sampling.What are the strengths and limitations of each,and for which applications are they best suited?

A flowchart traces the flow of all EXCEPT the following:

Which of the following analyses is best suited for a scatter diagram?

Which statement regarding learning rates is best?

Gaps between actual and desired performance are called ________.

The first step of the systematic approach to process analysis is ________.

A restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table.The data collected from the past week's diners appear in the following table. Using a classic Pareto analysis,what are the vital few complaints?

Consider the four steps in a time study.If an analyst were to make a mistake,during which step would the impact on the standard time be the greatest? Explain your reasoning.

A(n)________ means that a department focuses on its own tasks without understanding the role and processes of departments outside its own organizational boundaries.

A pilot work study has been conducted on a new operation with four work elements.The following times,in seconds,were obtained using a time study. a.What is the normal time for this operation? b.If an allowance of 20 percent is used,what is the standard time for this task?

The bursar's office at a large state school sends a team to the bookstore on campus to see how they handle customers and process payments.This is an example of functional benchmarking.

Benchmarking studies must have:

A restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table.The data collected from the past week's diners appear in the following table. Using a classic Pareto analysis,what categories comprise 80% of the total complaints?

Brainstorming sessions must have:

Using Operations to Compete

Project Management

Process Strategy

Quality and Performance

Capacity Planning

Constraint Management

Lean Systems

Supply Chain Inventory Management

Supply Chain Design

Supply Chain Location Decisions

Supply Chain Integration

Supply Chain Sustainability and Humanitarian Logistics

Forecasting

Operations Planning and Scheduling

Resource Planning

Decision Making

Waiting Line

Special Inventory Models

Linear Programming

Simulation

Financial Analysis

Acceptance Sampling Plans

Measuring Output Rates

Learning Curve Analysis

Operations Scheduling

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