Deck 4: Process Analysis

Question 1

Elemental standard time data can help managers develop time standards for new work before production begins.

Answer 1

True

Question 2

Fatigue,rest,or unavoidable delays are factored into a work standard by the performance rating factor.

Answer 2

False

Question 3

Process improvement teams that focus on processes that cut across departmental boundaries have the silo mentality.

Answer 3

False

Question 4

The four core processes that merit thorough analysis are supplier relationship,new service/product development,order fulfillment,and service/product recovery.

Question 5

A task that exhibits no learning effects has a zero percent learning curve.

Question 6

Flowcharts,service blueprints,and process charts are effective for documenting and evaluating processes.

Question 7

Formal work measurement techniques estimate average times for each step in a process by relying on the judgment of skilled observers.

Question 8

A learning curve is a line showing the relationship between processing time and the cumulative quantity of a product or service produced.

Question 9

An employee suggestion system can be an effective method for identifying processes that need improvement.

Question 10

Performance measures that are established for a process are known as metrics.

Question 11

In a swim lane flowchart,the line of visibility is used to separate the process steps in view of the customer from those hidden from view of the customer.

Question 12

Process analysis is the documentation and detailed understanding of how work is performed and how it can be redesigned.

Question 13

The learning curve for a process depends on the rate of learning and the actual or estimated time for the first unit processed.

Question 14

The predetermined data approach assumes that a sequence of motions will take the same amount of time regardless of the order in which they are performed.

Question 15

A swim lane flowchart has a separate area of the flow chart dedicated to each type of customer in the process.

Question 16

The predetermined data approach eliminates the need for time studies.

Question 17

When using work sampling,the times of day when the analyst collects the sample data should be selected at random over the length of the study.

Question 18

A service blueprint is a flowchart of a service process that shows which of its steps has high customer contact.

Question 19

Work sampling can be used to estimate the proportion of time spent by people or machines on activities.

Question 20

A predetermined data approach to time standards can be completed before actual production begins.

Question 21

A voluntary system by which employees submit their ideas on process improvements is used in the:

A)scope definition phase of process analysis.
B)process redesign phase of process analysis.
C)performance evaluation phase of process analysis.
D)opportunity identification phase of process analysis.

Question 22

Benchmarking is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

Question 23

The step in process analysis that immediately follows the performance evaluation phase is the:

A)document process phase.
B)define scope phase.
C)redesign process phase.
D)implement changes phase.

Question 24

All forms of benchmarking are best applied in situations where long-term continuous improvement is desired.

Question 25

A group of people,who are knowledgeable about the process and its disconnects,meets to propose ideas for change in a rapid-fire manner.Such a session is called a brainstorming session.

Question 26

A great job of flowcharting and benchmarking a process is of only academic interest if the proposed changes are not implemented.

Question 27

Benchmarking by tracking the performance of a process over time is always available.

Question 28

Process analysis focuses on:

A)how work is actually done.
B)who is responsible for the customer.
C)the customer's needs.
D)the number of steps in between supplier and customer.

Question 29

Which of these is NOT a core process that managers would focus on for improvement opportunities?

A)supplier relationships
B)new product/service development
C)order fulfillment
D)employee training

Question 30

The general principle that 80% of a company's revenue is generated by 20% of its customers is known as the Pareto concept.

Question 31

The best data analysis tool for recording which gas pump most customers use would be a checklist.

Question 32

The only people who can provide input to a brainstorming session are members of the design team.

Question 33

A histogram is a summarization of data measured on a yes-or-no basis.

Question 34

A systematic approach to process analysis includes the step:

A)reengineering.
B)integration.
C)order fulfillment.
D)define scope.

Question 35

The head of a fishbone diagram represents the cause of the problem being analyzed.

Question 36

A fishbone diagram identifies which category is most frequently observed out of all the categories for which you have data.

Question 37

A scatter diagram is a graphical technique that shows whether two variables may be related.

Question 38

Brainstorming sessions can be effectively conducted on the Internet using software that allows one person to see another's ideas and build on them.

Question 39

The bursar's office at a large state school sends a team to the bookstore on campus to see how they handle customers and process payments.This is an example of functional benchmarking.

Question 40

The step in process analysis that immediately follows the scope definition phase is the:

A)document process phase.
B)evaluate performance phase.
C)redesign process phase.
D)implement changes phase.

Question 41

If a process under analysis is extensive and cuts across several departmental lines,it may benefit from forming a(n):

A)brainstorming team.
B)benchmarking team.
C)steering team.
D)implementation team.

Question 42

Cross-functional coordination is at particular risk where:

A)there is low process divergence.
B)there are handoffs in the process.
C)functional silos exist.
D)it is not possible to create a flowchart.

Question 43

An examination of strategic issues such as possible gaps between a process's competitive priorities and current competitive capabilities falls in the:

A)document process phase of process analysis.
B)evaluate performance phase of process analysis.
C)redesign process phase of process analysis.
D)identify opportunities phase of process analysis.

Question 44

Widespread participation in process analysis is essential not only because of the work involved but also because:

A)employees tend to neglect their regular work duties,thus no one falls too far behind.
B)it builds commitment.
C)no one can analyze a process by himself.
D)a silo mentality should prevail and this requires large numbers of workers.

Question 45

An effective tool for showing steps of a service process with a high level of customer contact is a:

A)Pareto chart.
B)flowchart.
C)service blueprint.
D)check sheet.

Question 46

Which one of the following statements concerning flowcharts is NOT true?

A)Flowcharts can take many forms.
B)It is helpful on flowcharts to label each step with process measurements such as cost,capacity,or total elapsed time.
C)Flowcharts trace the flow of information,customers,equipment,employees,or materials through a process.
D)The dotted line of visibility separates activities subcontracted from those done in-house.

Question 47

Performance measures such as average response times,repair times,and percent defective are referred to as:

A)benchmarks.
B)metrics.
C)targets.
D)tactics.

Question 48

A flowchart traces the flow of all EXCEPT the following:

A)information through a process
B)customers through a process
C)equipment through a process
D)safety regulations through a process

Question 49

When a process is high in divergence,it is likely to have:

A)few rectangle-shaped symbols.
B)many rectangle-shaped symbols.
C)few diamond-shaped symbols.
D)many diamond-shaped symbols.

Question 50

A process chart activity that occurs when something is put away until a later time is a(n):

A)storage.
B)transportation.
C)inspection.
D)delay.

Question 51

A special feature that service blueprints often use to distinguish steps that are seen by the customer from those that are not seen by the customer is:

A)separation using different pages.
B)a line of visibility.
C)a Pareto-type analysis.
D)a separating using different pages.

Question 52

A swim lane flowchart is an appropriate tool to use when:

A)the process features only intangible outputs.
B)the process involves more than one department.
C)the process scope is difficult to define.
D)the process has a person or group of people at a workstation or with a customer.

Question 53

Gaps between actual and desired performance are termed:

A)faults.
B)metrics.
C)opportunities.
D)disconnects.

Question 54

A process chart activity that checks or verifies something but does not change it is a(n):

A)operation.
B)transportation.
C)inspection.
D)delay.

Question 55

A yes-no decision point in a process is represented in the flowchart by a:

A)node.
B)square.
C)circle.
D)diamond.

Question 56

A flowchart created at the strategic level of an organization should show:

A)core processes and their linkages.
B)details of a process as bracketed by its scope.
C)individual steps that may have been aggregated at a higher level of analysis.
D)areas that are seen and unseen by the customer.

Question 57

The five categories of activities (operation,transportation,inspection,delay,and storage)are used in which of the following methods of process analysis?

A)multiple-activity chart
B)process chart
C)capital budgeting
D)flow diagram

Question 58

Which one of the following groups of activities is likely to be shown on a process chart?

A)operation,inspection,delay
B)operation,capital intensity,flow strategy
C)transportation,material flow,physical layout
D)storage,delay,personnel involved

Question 59

A process chart activity that changes,creates,or adds something is a(n):

A)operation.
B)transportation.
C)inspection.
D)delay.

Question 60

An effective tool for showing steps of a service process when the business process spans multiple department boundaries is a:

A)check sheet.
B)check list.
C)service blueprint.
D)swim lane flowchart.

Question 61

A professor can grade a quiz in 30 seconds.Over the course of an academic year he has 6 sections of a course with an average of 30 students with 10 quizzes in each section.If he is paid $40 an hour,how much is his annual quiz-grading labor cost to the university?

A)$60
B)$100
C)$600
D)$36,000

Question 62

Scenario 4.2
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.2.What is the average time for this job element?

A)15.06 seconds
B)14.92 seconds
C)13.42 seconds
D)11.19 seconds

Question 63

Scenario 4.2
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.2.What is the standard time for this job element if the allowance for the process is 20%?

A)15.06 seconds
B)14.92 seconds
C)13.42 seconds
D)11.19 seconds

Question 64

Scenario 4.3
A job consists of three elements.Twenty observations for each element were timed,and the resulting data are shown in the following table.A performance rating has also been assigned for each element,as shown in the table.The job has an allowance of 15% of normal time.

Use the information in Scenario 4.3.What is the normal time for job element #2?

A)greater than or equal to 3 minutes
B)less than 3 minutes but greater than or equal to 2.6 minutes
C)less than 2.6 minutes but greater than or equal to 2.2 minutes
D)less than 2.2 minutes

Question 65

________ uses a published database of normal times for a full array of micromotions that make up the elements of task being studied.

A)The time study method
B)The elemental standard data approach
C)The predetermined data approach
D)The work sampling method

Question 66

Scenario 4.1
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.1.What is the average time for this job element?

A)15 seconds
B)20 seconds
C)25 seconds
D)30 seconds

Question 67

A professor's graduate assistant can grade a quiz in 40 seconds.Over the course of an academic year he assists with 6 sections of a course with an average of 30 students with 10 quizzes in each section.If he is paid $8 an hour,how much is his annual quiz-grading labor cost to the university?

A)$60
B)$160
C)$576
D)$576,000

Question 68

A professor can grade a quiz in 2 minutes.Over the course of an academic year he has 6 sections of a course with an average of 25 students with 10 quizzes in each section.If he is paid $40 an hour,how much is his annual quiz-grading labor cost to the university?

A)$250
B)$500
C)$1000
D)$2,000

Question 69

Scenario 4.2
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.2.What is the normal time for this job element if the rating factor is 75%?

A)15.06 seconds
B)14.92 seconds
C)13.42 seconds
D)11.19 seconds

Question 70

Garman observes a worker assembling peanut valves and records the data displayed in the table.What is the normal time for this job element if the worker is rated at 80%?

A)less than 23 seconds
B)greater than or equal to 23 seconds but less than 26 seconds
C)greater than or equal to 26 seconds but less than 29 seconds
D)greater than or equal to 29 seconds

Question 71

Scenario 4.3
A job consists of three elements.Twenty observations for each element were timed,and the resulting data are shown in the following table.A performance rating has also been assigned for each element,as shown in the table.The job has an allowance of 15% of normal time.

Use the information in Scenario 4.3.What is the normal time for the entire job?

A)greater than or equal to 10.0 minutes
B)less than 10.0 minutes but greater than or equal to 8.5 minutes
C)less than 8.5 minutes but greater than or equal to 7.0 minutes
D)less than 7.0 minutes

Question 72

Scenario 4.1
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.1.What is the normal time for this job element if the rating factor is 80%?

A)15 seconds
B)20 seconds
C)25 seconds
D)30 seconds

Question 73

Highly customized job processes and processes that are highly divergent require the use of:

A)the time study method.
B)the elemental standard data approach.
C)the predetermined data approach.
D)the work sampling method.

Question 74

Keith assembles peanut valves and the recorded data is displayed in the table.What is the normal time for this job element if he is rated at 75%?

A)greater than or equal to 3 minutes
B)less than 3 minutes but greater than or equal to 2.6 minutes
C)less than 2.6 minutes but greater than or equal to 2.2 minutes
D)less than 2.2 minutes

Question 75

Scenario 4.3
A job consists of three elements.Twenty observations for each element were timed,and the resulting data are shown in the following table.A performance rating has also been assigned for each element,as shown in the table.The job has an allowance of 15% of normal time.

Use the information in Scenario 4.3.What is the normal time for job element #3?

A)greater than or equal to 3 minutes
B)less than 3 minutes but greater than or equal to 2.6 minutes
C)less than 2.6 minutes but greater than or equal to 2.2 minutes
D)less than 2.2 minutes

Question 76

A welder can weld 2 angle irons together in 2 minutes.Over the course of an entire year she will assemble 1,000 units,each of which requires 3 such welds (i.e. ,welding two angle irons together is one step,and three such steps are needed per unit).If she is paid $25 an hour,how much is her annual welding labor cost?

A)$1,000
B)$1,250
C)$2,500
D)$3,000

Question 77

Scenario 4.1
Garman observes a worker assembling peanut valves and records the data displayed in the table.

Use the information in Scenario 4.1.What is the standard time for this job element if the allowance for the process is 25%?

A)15 seconds
B)20 seconds
C)25 seconds
D)30 seconds

Question 78

Scenario 4.3
A job consists of three elements.Twenty observations for each element were timed,and the resulting data are shown in the following table.A performance rating has also been assigned for each element,as shown in the table.The job has an allowance of 15% of normal time.

Use the information in Scenario 4.3.What is the normal time for job element #1?

A)greater than or equal to 3 minutes
B)less than 3 minutes but greater than or equal to 2.6 minutes
C)less than 2.6 minutes but greater than or equal to 2.2 minutes
D)less than 2.2 minutes

Question 79

A welder can weld 2 angle irons together in 2 minutes.Over the course of an entire year he will assemble 1,000 units,each of which requires 2 such welds (i.e. ,welding two angle irons together is one step,and two such steps are needed per unit).If he is paid $30 an hour,how much is his annual welding labor cost?

A)$250
B)$500
C)$1,000
D)$2,000

Question 80

________ estimates the proportion of time spent by people or machines on different activities,based on randomized observations over time.

A)The time study method
B)The elemental standard data approach
C)The predetermined data approach
D)The work sampling method