QUESTION 1 1. A manager attempting to implement the lean philosophy should strive to ________. respond to demand variability by increasing inventory levels maximize production capacity to satisfy customer demand focus on activities which produce value for the customer create processes with high flow capacity 0.4 points QUESTION 2 1. In May, four bank tellers were observed as they served a customer at the main counter. The time required to complete the service was measured on each of three days and the results are shown in the table below. Using the table below, determine the upper and lower control limits for an X-chart (control chart). Upper limit is about 205 and Lower limit is about 60 Upper limit is about 195 and Lower limit is about 60 Upper limit is about 180 and Lower limit is about 75 Upper limit is about 160 and Lower limit is about 70 QUESTION 3 1. When Juan is planning the location and style of merchandise tables in his retail store, he is considering the ________ dimension of service facility design. aesthetics community and environment nature and objectives flexibility 0.4 points QUESTION 4 1. In May, four bank tellers were observed as they served a customer at the main counter. The time required to complete the service was measured on each of three days and the results were used to create upper and lower control limits for an X-chart (control chart). The Upper Control Limit was calculated as 215 seconds and the Lower Control Limit was calculated as 70 seconds. In June, four tellers were again observed and the service times are shown in the table below. What can you conclude from the June observations? The process is out of control The process is in control Nothing can be concluded from these observations None of the above QUESTION 5 1. Harrys Sandwich Shop makes great deli sandwiches. Harry employs 3 workers in addition to himself. Allen takes orders and prepares the bread. Barry builds the sandwich with meats and vegetables. Charlie prepares the drink and adds pickles, chips and wraps the sandwich. Finally, Harry operates the cash register. The average cycle time for each activity is show in the table below. If Harry hires a new worker and assigns the worker to help Barry, which of the following statements is true? Charlie is a bottleneck Barry and the new worker are bottlenecks Allen is a bottleneck Harry is a bottleneck 0.4 points QUESTION 6 1. Poka-yoke is a Japanese term that means "mistake-proofing". True False QUESTION 7 1. In May, four bank tellers were observed as they served a customer at the main counter. The time required to complete the service was measured on each of three days and the results are shown in the table below. Using the table below, determine the upper and lower control limits for an R-chart (control chart). Upper limit is about 185 and Lower limit is about 20 Upper limit is about 215 and Lower limit is zero Upper limit is about 165 and Lower limit is zero Upper limit is about 120 and lower limit is zero 0.4 points QUESTION 8 1. Interpersonal services tend to be the most challenging type of servicescape to design. True False QUESTION 9 1. Which of the following is NOT one of Deming's 14 points? Cease dependence on mass inspection Minimize process variability Eliminate numerical goals for the workforce Drive out fear 0.4 points QUESTION 10 1. Harrys Sandwich Shop makes great deli sandwiches. Harry employs 3 workers in addition to himself. Allen takes orders and prepares the bread. Barry builds the sandwich with meats and vegetables. Charlie prepares the drink and adds pickles, chips and wraps the sandwich. Finally, Harry operates the cash register. The average cycle time for each activity is show in the table below. Which worker(s) is(are) the bottleneck in this process? Both Charlie and Harry Allen Allen and Barry None of the above QUESTION 11 1. A poka-yoke can be used to avoid errors being made by ________. servers customers managers servers & customers 0.4 points QUESTION 12 1. Clerks at a large mortgage processing company have historically been observed to experience a 4% defect rate on the mortgages that they process. Using p-chart formulas, what are the upper and lower control limits for the defect rate that would be obtained by observing a sample of 100 mortgages. Upper limit is about 10% and Lower limit is about 2% Upper limit is about 10% and Lower limit is zero Upper limit is about 8% and Lower limit is zero Upper limit is about 8% and Lower limit is about 2% 0.4 points QUESTION 13 1. Sam uses a control chart to measure his customer processing times. A measurement was found to be above the upper control limit (assuming control limits set at 3 sigma). Which of the following is NOT true regarding this process? there was a 0.3 percent chance of this situation occurring the process is now considered to be out of control the center line of the control chart must be adjusted the process should be evaluated QUESTION 14 1. Harrys Sandwich Shop makes great deli sandwiches. Harry employs 3 workers in addition to himself. Allen takes orders and prepares the bread. Barry builds the sandwich with meats and vegetables. Charlie prepares the drink and adds pickles, chips and wraps the sandwich. Finally, Harry operates the cash register. The average cycle time for each activity is show in the table below. What is the overall capacity of this process? about 3 orders per minute about 5 orders per minute about 90 orders per hour about 105 orders per hour 0.4 points QUESTION 15 1. The ________ and ________ of a service process are compared in the Service Quality Gap Model. expectations; perceptions perceptions; capabilities cost; quality effort; capability QUESTION 16 1. Harrys Sandwich Shop makes great deli sandwiches. Harry employs 3 workers in addition to himself. Allen takes orders and prepares the bread. Barry builds the sandwich with meats and vegetables. Charlie prepares the drink and adds pickles, chips and wraps the sandwich. Finally, Harry operates the cash register. In this situation, a bottleneck analysis would be most useful in ______ addressing customer complaints that they are waiting too long making a decision about wages and overtime pay identifying improvements in the supplier relationship reorganizing the facility layout and servicescape
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