Question 1

________ is based on comparison of processes with a direct adversary in industry.

Accepted Answer

Competitiv

Question 2

A learning curve is a line showing the relationship between processing time and the cumulative quantity of a product or service produced.

Accepted Answer

A) True 
 B)False

Question 3

How can flowcharts and process charts be used to study and improve operations? Include descriptions of these two tools,the types of questions that can be addressed with them,and the extent to which teams can be used.

Accepted Answer

Flowcharts trace the flow of information

Question 4

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 about 20% of the total complaints?

Accepted Answer

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

Question 5

Petroleum refineries typically use continuous flow processes.

Accepted Answer

A) True 
 B)False

Question 6

The common denominator for decisions on service processes is primarily customer contact.

Accepted Answer

A) True 
 B)False

Question 7

A process that is primarily back office is:

Accepted Answer

A) a taxi driver. 
B) loan officer at a bank. 
C) the payroll clerk that calculates your paycheck. 
D) the hostess at a restaurant. 
A) a taxi driver. 
B) loan officer at a bank. 
C) the payroll clerk that calculates your paycheck. 
D) the hostess at a restaurant.

Question 8

Which of the following is sometimes called mass production?

Accepted Answer

A) batch process and make-to-order strategy 
B) line process and make-to-stock strategy 
C) continuous flow process and assemble-to-order strategy 
D) job process and make-to-order strategy 
A) batch process and make-to-order strategy 
B) line process and make-to-stock strategy 
C) continuous flow process and assemble-to-order strategy 
D) job process and make-to-order strategy

Question 9

Which of these benchmarking metrics is NOT suitable for a support process?

Accepted Answer

A) average employee turnover rate 
B) total cost of payroll processes per $1,000 revenue 
C) the impression that applicants have as they submit applications 
D) number of accepted jobs as a percent of job offers 
A) average employee turnover rate 
B) total cost of payroll processes per $1,000 revenue 
C) the impression that applicants have as they submit applications 
D) number of accepted jobs as a percent of job offers

Question 10

With a dramatic flourish,the team leader tore the employee orientation guidelines into pieces.He then distributed blank pieces of paper to the team and asked them to envision the perfect orientation process without regard to how it has always been done.This team is probably engaging in process reengineering.

Accepted Answer

A) True 
 B)False

Question 11

Scenario 2.5
A job consists of three distinct work elements that were timed with a highly accurate Swiss watch by a trained industrial engineer wearing a pristine white lab jacket and carrying an official-looking clipboard.Worker ratings were less inflated by the newness of the job elements to the worker than by the overall nervousness of the worker.The engineer recorded ten observations and assigned the performance rating that is recorded in the bottom row of the table under the corresponding work element.All recorded times are in seconds.
  
-The allowance factor assigned is 20% for the data recorded.The rating factor for Element 1 is 10%,for Element 2 is 15%,and for Element 3 is 5%.What is the standard time for the three-element job?

Accepted Answer

The average for Element 1 is 15.1 second

Question 12

A service blueprint is a flowchart of a service process that shows which of its steps has high customer contact.

Accepted Answer

A) True 
 B)False

Question 13

Based on Table 2.15,what time of day should the tax preparer complete the 12th return of the day?

Accepted Answer

A) 4:51 pm 
B) 4:34 pm 
C) 5:18 pm 
D) 5:29 pm 
A) 4:51 pm 
B) 4:34 pm 
C) 5:18 pm 
D) 5:29 pm

Question 14

A(n)________ is a method where a group of people,knowledgeable about the process and its disconnects,propose ideas for change in a rapid-fire manner.

Accepted Answer

brainstorm

Question 15

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?

Accepted Answer

A) $60 
B) $100 
C) $600 
D) $36,000 
A) $60 
B) $100 
C) $600 
D) $36,000

Question 16

When using work sampling,the times of day when the analyst collects the sample data should be selected at random over the length of the study.

Accepted Answer

A) True 
 B)False

Question 17

If a process under analysis is extensive and cuts across several departmental lines,it may benefit from forming a(n):

Accepted Answer

A) brainstorming team. 
B) benchmarking team. 
C) steering team. 
D) implementation team. 
A) brainstorming team. 
B) benchmarking team. 
C) steering team. 
D) implementation team.

Question 18

The learning curve for a process depends on the rate of learning and the actual or estimated time for the first unit processed.

Accepted Answer

A) True 
 B)False

Question 19

A manager of a company producing computer chips knows that in the early stages of production for a new product,the expenditures exceed receipts,whereas in the latter stages,the reverse is true.Give an explanation for this phenomenon.

Accepted Answer

The learning curve theory states that th

Question 20

The first unit of production takes 20 hours to produce and the learning rate is expected to be 90 percent.How long will it take to produce the fourth unit?

Accepted Answer

A) less than or equal to 12.0 hours 
B) greater than 12.0 hours but less than or equal to 15.0 hours 
C) greater than 15.0 but less than or equal to 18.0 hours 
D) greater than 18.0 hours 
A) less than or equal to 12.0 hours 
B) greater than 12.0 hours but less than or equal to 15.0 hours 
C) greater than 15.0 but less than or equal to 18.0 hours 
D) greater than 18.0 hours

Exam 2: Process Strategy and Analysis

________ is based on comparison of processes with a direct adversary in industry.

A learning curve is a line showing the relationship between processing time and the cumulative quantity of a product or service produced.

How can flowcharts and process charts be used to study and improve operations? Include descriptions of these two tools,the types of questions that can be addressed with them,and the extent to which teams can be used.

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 about 20% of the total complaints?

Petroleum refineries typically use continuous flow processes.

The common denominator for decisions on service processes is primarily customer contact.

A process that is primarily back office is:

Which of the following is sometimes called mass production?

Which of these benchmarking metrics is NOT suitable for a support process?

A service blueprint is a flowchart of a service process that shows which of its steps has high customer contact.

Based on Table 2.15,what time of day should the tax preparer complete the 12th return of the day?

A(n)________ is a method where a group of people,knowledgeable about the process and its disconnects,propose ideas for change in a rapid-fire manner.

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?

When using work sampling,the times of day when the analyst collects the sample data should be selected at random over the length of the study.

If a process under analysis is extensive and cuts across several departmental lines,it may benefit from forming a(n):

The learning curve for a process depends on the rate of learning and the actual or estimated time for the first unit processed.

A manager of a company producing computer chips knows that in the early stages of production for a new product,the expenditures exceed receipts,whereas in the latter stages,the reverse is true.Give an explanation for this phenomenon.

The first unit of production takes 20 hours to produce and the learning rate is expected to be 90 percent.How long will it take to produce the fourth unit?

Using Operations to Create Value

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Constraint Management

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Operations Planning and Scheduling

Resource Planning

Supply Chain Design

Supply Chain Logistic Networks

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Decision Making

Waiting Lines

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Linear Programming

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Financial Analysis

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Measuring Output Rates

Learning Curve Analysis

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