Question 1

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to

Accepted Answer

A) Being below the diagonal 
B) Continuous flow 
C) Customer routed 
D) Provider routed

Question 2

A bottleneck is the work activity that effectively limits throughput of a process.

Accepted Answer

A) True 
 B)False

Question 3

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%?

Accepted Answer

The answer of What is the implied service rate at...

Question 4

What are some management strategies to improve process designs?

Accepted Answer

The answer of What are some management strategies to improve...

Question 5

The customer has no options from which to choose regarding make to stock goods and services.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

The answer of Define reengineering. How does it differ from...

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service counter employees are on duty, and their labor utilization is 75%?

Accepted Answer

The answer of What is the implied service rate per...

Question 9

The "line of customer visibility" shows the separation between the back office and front office activities in a service flowchart.

Accepted Answer

A) True 
 B)False

Exam 7: Process Selection, Design, and Analysis

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to

A bottleneck is the work activity that effectively limits throughput of a process.

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%?

What are some management strategies to improve process designs?

The customer has no options from which to choose regarding make to stock goods and services.

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

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

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service counter employees are on duty, and their labor utilization is 75%?

The "line of customer visibility" shows the separation between the back office and front office activities in a service flowchart.