Question 1

_____ are organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers.

Accepted Answer

A)   Assembly line processes
B)   Flow shop processes
C)   Continuous flow processes
D)   Job shop processes

Question 2

Utilization is the average time taken to complete one cycle of a process.

Accepted Answer

A) True 
 B)False

Question 3

An automobile emissions testing center has six inspectors and tests 50 vehicles per hour.Each inspector can inspect 12 vehicles per hour.How many inspectors would the center require to have a target utilization of 90 percent?

Accepted Answer

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

Question 4

An automobile emissions testing center has three inspectors and tests 35 vehicles per hour.What should the service rate be in order to achieve a target utilization of 95 percent?

Accepted Answer

A)   More than 1 but less than or equal to 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 5

Which of the following statements is true of a process map?

Accepted Answer

A)   It distorts the boundaries of a process.
B)   Including non-value-added activities in a process map is one of the important responsibilities of operations managers.
C)   It documents how work either is or should be accomplished.
D)   Adding multiple approval requirements for all transactions in a process map is a crucial part in the creation of the process map. C

Question 6

_____ are large-scale,customized initiatives that consist of many smaller tasks and activities that must be coordinated and completed to finish on time and within budget.

Accepted Answer

A)   Projects
B)   Flow shops
C)   Continuous flow processes
D)   Assembly line processes

Question 7

Which of the following is true of reengineering?

Accepted Answer

A)   Reengineering increases the number of non-value-added activities in a process design.
B)   Reengineering decreases throughput by adding process bottlenecks.
C)   The goal of reengineering is to achieve quantum leaps in performance.
D)   The aim of reengineering is to focus on quality by adding multiple approval requirements for all transactions.

Question 8

In a process design,an activity refers to a group of tasks needed to create and deliver an intermediate or final output.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A)   150
B)   200
C)   450
D)   600

Question 10

A _____ is a characterization of product growth,maturity,and decline over time.

Accepted Answer

A)   product life cycle
B)   service blueprint
C)   value stream map
D)   product-process matrix

Question 11

Management strategies to improve process designs of services focus on:

Accepted Answer

A)   decreasing process costs by adding multiple approval requirements for all transactions.
B)   decreasing process bottlenecks by adding non-value-added activities to a process.
C)   increasing product and service quality by reducing defects and service upsets.
D)   increasing agility by making service processes mechanistic and controlled.

Question 12

_____ goods are generally produced and delivered as one of a kind or in small quantities,and are designed to meet specific customers' specifications.

Accepted Answer

A)   Fixed
B)   Make-to-order
C)   Make-to-stock
D)   Standard

Question 13

A process _____ is the beginning or end of a process.

Accepted Answer

A)   design
B)   map
C)   boundary
D)   bottleneck

Question 14

Which of the following statements is true of the service-positioning matrix (SPM) ?

Accepted Answer

A)   The horizontal axis of the SPM reflects the number of pathways built into a service system design by management.
B)   The SPM mainly focuses on the alignment of process choice with the characteristics of the manufactured good.
C)   The SPM helps management design a service system that best meets the technical and behavioral needs of customers.
D)   The vertical axis of the SPM denotes the repeatability of a customer's service-encounter activity sequence.

Question 15

Continuous flow processes are used to create custom goods and services.

Accepted Answer

A) True 
 B)False

Question 16

A manufacturer's average work-in-process inventory for Part #1234 of a particular car model is 1,250 parts.The workstation produces parts at the rate of 150 parts per day.What is the average time a part spends at the workstation?

Accepted Answer

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

Question 17

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 the labor utilization is 75 percent?

Accepted Answer

A)   18 customers per hour
B)   26 customers per hour
C)   20 customers per hour
D)   24 customers per hour

Question 18

A _____ is a symbol used in process maps to denote an input or arrival into a process.

Accepted Answer

A)   diamond
B)   bold-dashed line
C)   double-headed arrow
D)   rectangle

Question 19

Which of the following is a difference between flow shops and job shops?

Accepted Answer

A)   Unlike flow shops,job shops require little or no setup time.
B)   Unlike flow shops,job shops are organized around a fixed sequence of process steps.
C)   Unlike flow shops,job shops require frequent machine changeovers and delays.
D)   Unlike flow shops,job shops produce many large-volume goods and services.

Question 20

In the context of process design,_____ is defined as the ability to produce the right types and amounts of products as customer demand or preferences change.

Accepted Answer

A)   flexibility
B)   outsourcing
C)   throughput
D)   utilization

Exam 7: Process Selection,design,and Improvement

_____ are organized around particular types of general-purpose equipment that are flexible and capable of customizing work for individual customers.

Correct AnswerverifiedShow Answer

Utilization is the average time taken to complete one cycle of a process.

Correct AnswerverifiedShow Answer

An automobile emissions testing center has six inspectors and tests 50 vehicles per hour.Each inspector can inspect 12 vehicles per hour.How many inspectors would the center require to have a target utilization of 90 percent?

Correct AnswerverifiedD

An automobile emissions testing center has three inspectors and tests 35 vehicles per hour.What should the service rate be in order to achieve a target utilization of 95 percent?

Correct AnswerverifiedShow Answer

Which of the following statements is true of a process map?

Correct AnswerverifiedC

_____ are large-scale,customized initiatives that consist of many smaller tasks and activities that must be coordinated and completed to finish on time and within budget.

Correct AnswerverifiedShow Answer

Which of the following is true of reengineering?

Correct AnswerverifiedShow Answer

In a process design,an activity refers to a group of tasks needed to create and deliver an intermediate or final output.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A _____ is a characterization of product growth,maturity,and decline over time.

Correct AnswerverifiedShow Answer

Management strategies to improve process designs of services focus on:

Correct AnswerverifiedShow Answer

_____ goods are generally produced and delivered as one of a kind or in small quantities,and are designed to meet specific customers' specifications.

Correct AnswerverifiedShow Answer

A process _____ is the beginning or end of a process.

Correct AnswerverifiedShow Answer

Which of the following statements is true of the service-positioning matrix (SPM) ?

Correct AnswerverifiedShow Answer

Continuous flow processes are used to create custom goods and services.

Correct AnswerverifiedShow Answer

A manufacturer's average work-in-process inventory for Part #1234 of a particular car model is 1,250 parts.The workstation produces parts at the rate of 150 parts per day.What is the average time a part spends at the workstation?

Correct AnswerverifiedC

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 the labor utilization is 75 percent?

Correct AnswerverifiedShow Answer

A _____ is a symbol used in process maps to denote an input or arrival into a process.

Correct AnswerverifiedShow Answer

Which of the following is a difference between flow shops and job shops?

Correct AnswerverifiedShow Answer

In the context of process design,_____ is defined as the ability to produce the right types and amounts of products as customer demand or preferences change.

Correct AnswerverifiedShow Answer

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C

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