Question 1

Which is the correct order of hierarchy of process design?

Accepted Answer

A)  Activity, task, process, value chain 
B)  Value chain, process, task, activity 
C)  Process, value chain, activity, task 
D)  Value chain, process, activity, task

Question 2

In using the product-process matrix, the most appropriate match between products and processes occurs along the diagonal of the matrix.

Accepted Answer

A) True 
 B)False

Question 3

The Department of Motor Vehicle (DMV) testing center currently has six (6) testers who test 68 drivers per day. Each tester can test twelve (12) drivers per day. Testers are complaining about being too busy and the center being understaffed. In order to achieve an average of 80% utilization of the testers, how many testers should be added at the center?

Accepted Answer

A)  One 
B)  Two 
C)  Three 
D)  Four

Question 4

An accounting firm is capable of processing 20 EZ tax forms per day and the average number of forms on hand in the office is 64 forms. What is the average processing time per EZ tax form?

Accepted Answer

A)  More than 2 but less than or equal to 3 days 
B)  More than 3 but less than or equal to 4 days 
C)  More than 4 but less than or equal to 5 days 
D)  More than 5 days

Question 5

_____ services offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.

Accepted Answer

A)  Provider-routed 
B)  Customer-routed 
C)  Option-oriented 
D)  Standard

Question 6

Explain why the product-process matrix does not transfer well to services.

Accepted Answer

The answer of Explain why the product-process matrix does not...

Question 7

The average number of hotel rooms occupied per day during the month of March is 275. Rooms are booked on average for 2.5 days. On average, how many new bookings occur each day?

Accepted Answer

The answer of The average number of hotel rooms occupied...

Question 8

Make-to-stock goods and services are made according to a fixed design, and the customer has no options from which to choose.

Accepted Answer

A) True 
 B)False

Question 9

The lowest resource utilization is usually found in a(n) _____ process.

Accepted Answer

A)  job shop 
B)  flow shop 
C)  continuous flow 
D)  assembly line

Question 10

Flow shop processes are more rigid and highly specialized than continuous flow processes.

Accepted Answer

A) True 
 B)False

Question 11

Subway's sandwich process is best described as:

Accepted Answer

A)  custom or make-to-order. 
B)  option or assemble-to-order. 
C)  standard or make-to-stock. 
D)  a value (supply) chain.

Question 12

What are the major activities in designing a goods-producing or service-providing process?

Accepted Answer

The answer of What are the major activities in designing...

Question 13

An automobile emission testing center has six (6) inspectors and tests 50 vehicles per hour. Each inspector can inspect twelve (12) vehicles per hour. What would the service rate need to be in order to achieve 90% utilization?

Accepted Answer

The answer of An automobile emission testing center has six...

Question 14

An automobile emission testing center has six (6) inspectors and tests 60 vehicles per hour. Each inspector can inspect thirteen (13) vehicles per hour. What is the center's utilization?

Accepted Answer

The answer of An automobile emission testing center has six...

Question 15

Process mapping is defined as the fundamental rethinking and radical redesign of business processes.

Accepted Answer

A) True 
 B)False

Question 16

To improve process designs, one must focus on increasing costs through better technology.

Accepted Answer

A) True 
 B)False

Question 17

Differentiate between a customer-routed service and a provider-routed service. Include examples of each.

Accepted Answer

The answer of Differentiate between a customer-routed service and a...

Question 18

Service-encounter repeatability provides a measure analogous to product volume for goods-producing firms.

Accepted Answer

A) True 
 B)False

Question 19

A company can differentiate itself from its competitors by positioning itself along the diagonal of the product-process matrix.

Accepted Answer

A) True 
 B)False

Question 20

A wealth management company is able to process 300 customer statements (bills) per day. The average processing time is six (6) days. What is the average number of statements (bills) the company has in process at any time?

Accepted Answer

A)  More than 500 but less than or equal to 750 
B)  More than 750 but less than or equal to 1000 
C)  More than 1000 but less than or equal to 1250 
D)  More than 1250

Exam 7: Process Selection, Design, and Analysis

Which is the correct order of hierarchy of process design?

In using the product-process matrix, the most appropriate match between products and processes occurs along the diagonal of the matrix.

An accounting firm is capable of processing 20 EZ tax forms per day and the average number of forms on hand in the office is 64 forms. What is the average processing time per EZ tax form?

_____ services offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.

Explain why the product-process matrix does not transfer well to services.

The average number of hotel rooms occupied per day during the month of March is 275. Rooms are booked on average for 2.5 days. On average, how many new bookings occur each day?

Make-to-stock goods and services are made according to a fixed design, and the customer has no options from which to choose.

The lowest resource utilization is usually found in a(n) _____ process.

Flow shop processes are more rigid and highly specialized than continuous flow processes.

Subway's sandwich process is best described as:

What are the major activities in designing a goods-producing or service-providing process?

An automobile emission testing center has six (6) inspectors and tests 50 vehicles per hour. Each inspector can inspect twelve (12) vehicles per hour. What would the service rate need to be in order to achieve 90% utilization?

An automobile emission testing center has six (6) inspectors and tests 60 vehicles per hour. Each inspector can inspect thirteen (13) vehicles per hour. What is the center's utilization?

Process mapping is defined as the fundamental rethinking and radical redesign of business processes.

To improve process designs, one must focus on increasing costs through better technology.

Differentiate between a customer-routed service and a provider-routed service. Include examples of each.

Service-encounter repeatability provides a measure analogous to product volume for goods-producing firms.

A company can differentiate itself from its competitors by positioning itself along the diagonal of the product-process matrix.

A wealth management company is able to process 300 customer statements (bills) per day. The average processing time is six (6) days. What is the average number of statements (bills) the company has in process at any time?