Deck 5: Focus on Service Processes

Question 1

The major goal of the plant-within-a-plant-concept is to:

A) produce a variety of services in one location
B) reduce operating costs
C) provider quicker response times to market demand
D) break up large, unfocused plants into smaller units buffered fromone another so that each can be focused separately.
E) none of the above

Answer 1

break up large, unfocused plants into smaller units buffered fromone another so that each can be focused separately.

Question 2

Which of the following strategy is not on the list regarding overcoming some of the problems of service operations?

A) isolating the technical core
B) production-lining the whole system
C) creating flexible capacity
D) increasing customer participation
E) maximizing the servuction system

Answer 2

maximizing the servuction system

Question 3

With regards to the concept of "production-lining", the rules, regulations, and procedures that facilitate the production of a standardized product are called:

A) guidelines
B) specifications
C) soft technologies
D) organizational standards
E) codes of conduct

Answer 3

soft technologies

Question 4

An Automatic Teller Machine (ATM) is an example of:

A) hard technology
B) soft technology
C) the perfect-world-model
D) complexity
E) divergence

Question 5

One of the most common techniques used to analyze and manage complex processes is:

A) CAD analysis
B) blueprinting
C) sequencing
D) process analysis
E) decoupling

Question 6

Blueprints identify all of the following process steps except:

A) the direction in which processes flow,
B) the time it takes to move from one process to the next
C) the costs involved with each process site
D) the amount of inventory build-up at each step
E) all the above are identified in a flowchart

Question 7

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-What is the activity time for Counter C?

A) 10 seconds
B) 20 seconds
C) 30 seconds
D) 45 seconds
E) 60 seconds

Question 8

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-What is the process time for Counter E?

A) 10 seconds
B) 15 seconds
C) 20 seconds
D) 30 seconds
E) 60 seconds

Question 9

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-How many customer can this cafeteria process in an hour?

A) 360
B) 120
C) 90
D) 240
E) 180

Question 10

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-Based on its current configuration, the cafeteria's service cost per meal is:

A) $42.00
B) $ .11
C) $ .46
D) $ 2.14
E) $ .62

Question 11

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-Where is the bottleneck located in this example?

A) Counter A
B) Counter B
C) Counter C
D) Counter D
E) Counter E

Question 12

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-If an extra counter is added at the bottleneck location, how many customers can the cafeteria process in an hour?

A) 360
B) 120
C) 90
D) 240
E) 180

Question 13

The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
INFORMATION TABLE


-If an extra counter is located at the bottleneck location, what is the new service cost per meal?

A) $49.00
B) $ .52
C) $ .46
D) $2.14
E) $1.90

Question 14

INFORMATION TABLE Based on the above cafeteria flowchart and the information provided in the table: (a) What is the service cost per meal?; (b) If you were to add another station to fix the current bottleneck, where would you add it?; and (c) How does this affect the service cost per meal?