Question 1

What is the average time a loaf of sliced bread stays in an urban sandwich shop if the restaurant uses 46 loaves per day, and they maintain an average inventory of 150 loaves?

Accepted Answer

A) Less than one day 
B) More than one day but less than or equal to two days 
C) More than two days but less than or equal to three days 
D) More than three days

Question 2

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 processes. 
C)  customer-routed services. 
D)  provider-routed services.

Question 3

What type of process would a paper mill most likely use?

Accepted Answer

A)  Project 
B)  Job shop 
C)  Flow shop process 
D)  Continuous flow process

Question 4

An automobile emissions testing center has six (6) inspectors and tests 50 vehicles per hour. Each inspector can inspect twelve (12) vehicles per hour. If the center wants a utilization of 90%, how many inspectors are required?

Accepted Answer

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

Question 5

A pathway is a route that a product takes in a job shop.

Accepted Answer

A) True 
 B)False

Question 6

A manufacturer's average work-in-process inventory for Part 1234 is 1,450 parts. The workstation produces parts at the rate of 170 parts per day. What is the average amount of time a part spends at this workstation?

Accepted Answer

The answer of A manufacturer's average work-in-process inventory for Part...

Question 7

Transferring material between two non-adjacent workstations, waiting for service, and requiring multiple approvals are examples of:

Accepted Answer

A)  a value stream. 
B)  a process map. 
C)  non-value-added activities. 
D)  a service blueprint.

Question 8

An automobile emission testing center has six (6) inspectors and tests 50 vehicles per hour. What should the service rate be in order to achieve 90% utilization?

Accepted Answer

A)  Less than 5 vehicles per hour 
B)  More than 5 but less than or equal to 10 vehicles per hour 
C)  More than 10 but less than or equal to 15 vehicles per hour 
D)  More than 15 but less than or equal to 20 vehicles per hour

Question 9

An order fulfillment process normally operates three shifts a day, five days per week. Under normal conditions, 460 orders can be processed per shift. What is the weekly capacity?

Accepted Answer

The answer of An order fulfillment process normally operates three...

Question 10

What are some management strategies to improve process designs?

Accepted Answer

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

Question 11

The service-positioning matrix suggests that services should try to position themselves off the diagonal in order to achieve superior performance.

Accepted Answer

A) True 
 B)False

Question 12

Projects are often used for standardized products and not for custom goods and services.

Accepted Answer

A) True 
 B)False

Question 13

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

Question 14

An automobile emissions testing center has six (6) inspectors and tests 40 vehicles per hour. Each inspector can inspect ten (10) vehicles per hour. If the center wants a utilization of 95%, how many inspectors are required?

Accepted Answer

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

Question 15

A car rental company at a major airport has 80% of its fleet of 200 cars rented each day on average. Cars are rented for an average of 5 days. How many rentals are processed each day on average?

Accepted Answer

The answer of A car rental company at a major...

Question 16

The Department of Motor Vehicle (DMV) testing center currently has six (6) testers who test 80 drivers per day. Each tester can test fourteen (14) drivers per day. Testers are complaining about being too busy and the center being understaffed. In order to achieve 80% utilization of the testers, how many testers should be added at the center?

Accepted Answer

The answer of The Department of Motor Vehicle (DMV) testing...

Question 17

For a Marriott hotel call center, the expected service rate was 3.0 minutes per telephone call per customer service representative (CSR). With 3 telephone CSRs on-duty during the 6:30 to 7:00A.m. time period, and assuming a 90% target CSR labor utilization rate, how many telephone calls can these 3 CSRs handle during this time period?

Accepted Answer

A)  More than 5 but less than or equal to 10 customers per hour 
B)  More than 10 but less than or equal to 15 customers per hour 
C)  More than 15 but less than or equal to 20 customers per hour 
D)  More than 20 customers per hour

Question 18

Which one of the following major activities is NOT one of the six major activities to design a goods-producing or service-providing process?

Accepted Answer

A)  Define the purpose and objectives of the process. 
B)  Create a detailed process or value stream map that baselines current performance. 
C)  Use the product life cycle for each good or service to create a future state process map. 
D)  Select the appropriate equipment and technology.

Question 19

A big city automobile quick oil change store can process 20 vehicles per hour over its multiple bays. Each mechanic can change the oil and do other related tasks at a rate of one car every 20 minutes. If the center wanted a target labor utilization of 90%, how many mechanics would they require?

Accepted Answer

A)  More than 4 but less than or equal to 6 
B)  More than 6 but less than or equal to 8 
C)  More than 8 but less than or equal to 10 
D)  More than 10

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 7: Process Selection, Design, and Analysis

What is the average time a loaf of sliced bread stays in an urban sandwich shop if the restaurant uses 46 loaves per day, and they maintain an average inventory of 150 loaves?

Using the service-positioning matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to:

What type of process would a paper mill most likely use?

An automobile emissions testing center has six (6) inspectors and tests 50 vehicles per hour. Each inspector can inspect twelve (12) vehicles per hour. If the center wants a utilization of 90%, how many inspectors are required?

A pathway is a route that a product takes in a job shop.

A manufacturer's average work-in-process inventory for Part 1234 is 1,450 parts. The workstation produces parts at the rate of 170 parts per day. What is the average amount of time a part spends at this workstation?

Transferring material between two non-adjacent workstations, waiting for service, and requiring multiple approvals are examples of:

An automobile emission testing center has six (6) inspectors and tests 50 vehicles per hour. What should the service rate be in order to achieve 90% utilization?

An order fulfillment process normally operates three shifts a day, five days per week. Under normal conditions, 460 orders can be processed per shift. What is the weekly capacity?

What are some management strategies to improve process designs?

The service-positioning matrix suggests that services should try to position themselves off the diagonal in order to achieve superior performance.

Projects are often used for standardized products and not for custom goods and services.

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

An automobile emissions testing center has six (6) inspectors and tests 40 vehicles per hour. Each inspector can inspect ten (10) vehicles per hour. If the center wants a utilization of 95%, how many inspectors are required?

A car rental company at a major airport has 80% of its fleet of 200 cars rented each day on average. Cars are rented for an average of 5 days. How many rentals are processed each day on average?

Which one of the following major activities is NOT one of the six major activities to design a goods-producing or service-providing process?

A big city automobile quick oil change store can process 20 vehicles per hour over its multiple bays. Each mechanic can change the oil and do other related tasks at a rate of one car every 20 minutes. If the center wanted a target labor utilization of 90%, how many mechanics would they require?

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