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1A run chart can be used for all of the following EXCEPT ________. tracking performance trends identifying performance shifts comparing performance before and after the implementation of a process change identifying an out of control process 0.4 points Question 2 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 200 seconds and the Lower Control Limit was calculated as 50 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? 113.3.png The process is out of control The process is in control Nothing can be concluded from these observations None of the above 0.4 points Question 3 Remote services tend to be the most challenging type of servicescape to design. True False 0.4 points Question 4 All of the following describe a lean process EXCEPT ________. Has a flow capable of satisfying customers with as little waste as possible Has a flow capable of adding value to all process steps while minimizing waste and variability Has a flow capable of low volume and high variety, responsive to pull Has a flow capable of responding to customer demand pull with substantial inventory 0.4 points Question 5 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 0.4 points Question 6 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 0.4 points Question 7 The gap referenced in the Service Quality Gap Model refers to the gap between ________ and ________. effort; capability cost; quality expectations; perceptions perceptions; capabilities 0.4 points Question 8 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). 112.1.png Upper limit is about 215 and Lower limit is about 60 Upper limit is about 180 and Lower limit is about 60 Upper limit is about 190 and Lower limit is about 75 Upper limit is about 225 and Lower limit is about 70 0.4 points Question 9 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? 103.1.png about 3 orders per minute about 5 orders per minute about 90 orders per hour about 105 orders per hour 0.4 points Question 10 Mistakes made by ________ can be prevented by using poka-yokes. managers servers customers servers & customers 0.4 points Question 11 All of the following are on the list of Deming's 14 points EXCEPT ________. end the practice of awarding business on price tag alone constantly and forever improve the system of production and service eliminate numerical goals for the workforce waste is the enemy 0.4 points Question 12 Clerks at a large mortgage processing company have historically been observed to experience a 12% 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 22% and Lower limit is about 2% Upper limit is about 24% and Lower limit is about 1% Upper limit is about 16% and Lower limit is zero Upper limit is about 18% and Lower limit is zero 0.4 points Question 13 Elements such as the location of clothing racks and the color of fitting room stalls in a retail store represent the ________ dimension of service facility design. flexibility community and environment nature and objectives aesthetics 0.4 points Question 14 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? 104.1.png Charlie is a bottleneck Barry and the new worker are bottlenecks Allen is a bottleneck Harry is not a bottleneck 0.4 points Question 15 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). 111.1.png Upper limit is about 215 and Lower limit is about 20 Upper limit is about 185 and Lower limit is zero Upper limit is about 245 and Lower limit is zero Upper limit is about 260 and lower limit is zero 0.4 points Question 16 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? 102.3.png Both Charlie and Harry Allen Allen and Barry None of the above
a major producer of passenger tires has launched an advertising campaign in which it is trying to market windshield
What waiting line model would you use to determine the queuing characteristics of buying a ticket for college football game where there are multiple windows to buy the tickets? Explain your answer.
Analyze the flow chart drawn above utilizing the basic question. Suggest improvements for increasing the efficiency or effectiveness of the above chosen function.
What are four identifying principles of Boulwarism? What are the reasons for its success and failures during the years from 1940 to 1970?
descirbe millennium development goals (MDGs) current degree of progress/achievment in the USA or any other country ?
of the five management functions which do you expect will experience the most dramatic changes in the next decade?
Wholemark is an internet order business that sells the popular New York greeting cardonce a year. The cost of paper on which the card printed is $0.05 per card, and the cost of printing is $0.15 per card.
The following is a table of activities associated with a project , their duration and what activities each must precede: Activity duration(weeks) precedes A start 1 B,C B 1 E C 4 F E 2 F F end 2 - .
The target process capability ratio is 1.33. The production manager has just learned that the packet-filling process average weight has dropped down to 85.0 grams. Is the packaging process capable? Is an adjustment needed?
What is the purpose of a WBS? Can a WBS be used for determining a project's schedule.
To determine when it is time to re-evaluate the usefulness of the exponential smoothing model you compute tracking signals. What is the tracking signal? What does the tracking signal tells you?
Allen estimates that the probability of a good market is 0.4, the probability of a fair market is 0.4, and the probability of a bad market is 0.2, and he wishes to maximize his long-run average return. (a) Develop a decision table for this problem..
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