Exam 2: Process Strategy and Analysis

Flowcharts,service blueprints,and process charts are effective for documenting and evaluating processes.

The analyst studies Table 2.15 closely,looks at his watch,and then the clock on the wall.He realizes that his watch has been running fast during the day,in fact since he returned from lunch at noon it has actually gained an hour.Hence,it's not really 3:37 pm right now,it's only 2:37 pm.He decides to make the assumption that the watch gained time at a constant rate over the last two hours and thirty-seven minutes.What time of day will the twelfth return be completed?

A politician conducting a town hall meeting is an example of:

Develop a fishbone diagram from the perspective of a pizza restaurateur to troubleshoot the pizza delivery process to determine why weekend pizza deliveries are usually late.Make sure your diagram includes at least four bones and ten ribs.

________ is the documentation and detailed understanding of how work is performed and how it can be redesigned.

Suppose you have owned and operated your own package delivery business for a year.You would like to engage in competitive benchmarking to make sure your business is run as smoothly as possible.What firms and processes would you consider for benchmarking? Defend your choices of these firms and processes.What specific metrics would you focus on and why? How could the data be reliably collected at your own business?

Cross-functional coordination is at particular risk where:

Scenario 2.3 A job consists of three elements.Twenty observations for each element were timed,and the resulting data are shown in the following table.A performance rating has also been assigned for each element,as shown in the table.The job has an allowance of 15% of normal time. -Use the information in Scenario 2.3.What is the normal time for job element #3?

The ________ can be represented by a line called a learning curve.

Which one of the following statements on the concept of focused factories is BEST?

In a line process,there is little variability in the products manufactured,and production and material handling equipment are often specialized.

Customer involvement reflects the ways in which customers become part of the process and the extent of their participation.

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

An existing insurance application process requires manual keying of three different forms by a team of data entry operators.The three forms' input times appear in the following table along with the numbers of each type of form anticipated for the coming year.A proposed refinement in the process would reduce the number of forms but make each slightly longer.This would be combined with a search of public records on the World Wide Web as necessary.These times and quantities appear in the lower half of the table.If the labor rate for the data entry operators is the same,which method is preferable?

A make-to-stock strategy involves holding items in stock for immediate delivery and is feasible for standardized products with high volumes and reasonably accurate forecasts.

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?

Which one of the following statements about process management is BEST?

What are the generic steps in any benchmarking study and what are examples of the three types of benchmarking?

Scenario 2.1 Garman observes a worker assembling peanut valves and records the data displayed in the table. -Use the information in Scenario 2.1 to answer this question.What is the average time for this job element?

Scenario 2.2 Garman observes a worker assembling peanut valves and records the data displayed in the table. -Use the information in Scenario 2.2.What is the normal time for this job element if the rating factor is 75%?