Exam 4: Process Analysis

Performance measures that are established for a process are known as metrics.

The sales team has just finished creating a process chart of the sales-call process.After fifteen minutes of high-fiving,they decide to tape the flowchart to the conference room wall and stand back a safe distance admiring the many symbols on the chart.You join them,and while you don't know much about sales calls,your expertise in process analysis and improvement is well-respected.What would you look for in the chart that would let you know whether their sales-call process was well-conceived?.

The first unit of production takes 12 hours to produce and the learning rate is expected to be 80 percent.How long will it take to produce the fourth unit?

Which one of the following statements about benchmarking is TRUE?

________ is represented in a process flow chart when an outgoing arrow from one step splits into two or more arrows that lead to different boxes.

________ estimates the proportion of time spent by people or machines on different activities,based on randomized observations over time.

A special feature that service blueprints often use to distinguish steps that are seen by the customer from those that are not seen by the customer is:

Performance measures such as average response times,repair times,and percent defective are referred to as:

The step in process analysis that immediately follows the scope definition phase is the:

Fatigue,rest,or unavoidable delays are factored into a work standard by the performance rating factor.

A systematic approach to process analysis includes the step:

A fishbone diagram identifies which category is most frequently observed out of all the categories for which you have data.

A professor can grade a quiz in 30 seconds.Over the course of an academic year he has 6 sections of a course with an average of 30 students with 10 quizzes in each section.If he is paid $40 an hour,how much is his annual quiz-grading labor cost to the university?

________ is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

A special flowchart of a service process that shows which of its steps have high customer contact is a(n)________.

A task that exhibits no learning effects has a zero percent learning curve.

Which of these questions is not one of the initial round questions typically used to uncover opportunities during a process redesign?

A benchmarking team develops improvement plans and team assignments.Once the plans are implemented it monitors progress and recalibrates benchmarks as improvements are made.This phase of the benchmarking process is called:

A welder can weld 2 angle irons together in 2 minutes.Over the course of an entire year he will assemble 1,000 units,each of which requires 2 such welds (i.e. ,welding two angle irons together is one step,and two such steps are needed per unit).If he is paid $30 an hour,how much is his annual welding labor cost?

________ is the act of reproducing the behavior of a process using a model that describes each step of the process.