Question 1

Ships, weddings and estate planning are examples of ____ goods and services.
A)Make-to-order
B)Assemble-to-order
C)Make-to-stock
D)Continuous flow

Accepted Answer

Make-to-order goods and services are those that are produced based on specific orders from customers. For example, a shipyard will only begin to build a ship once they have received an order for it. Weddings are also a make-to-order service, as they are customized to the specific wishes of the bride and groom. Estate planning is another example, as lawyers will only create a will or other estate planning documents based on the individual client's needs and requests.

Question 2

The terms, "general purpose equipment," "flexible and capable of customizing work" and "wide variety of goods or services" best relate to
A)Projects
B)Job shops
C)Flow shop processes
D)Continuous flow processes

Accepted Answer

Job shops typically use general purpose equipment that is flexible and capable of customizing work to produce a wide variety of goods or services.

Question 3

In designing processes, one often starts at the detail level and moves progressively toward the aggregate.

Accepted Answer

In designing processes, one often starts at the aggregate level and moves progressively toward the detail. This helps ensure that the overall process is organized and efficient before getting into the individual steps and tasks.

Question 4

Improving process designs nearly always focuses on decreasing costs.

Accepted Answer

Improving process designs can focus on various objectives, such as increasing efficiency, enhancing quality, reducing environmental impact, or improving customer satisfaction, not just decreasing costs.

Question 5

Appliances and iPods are examples of ____ goods.
A)Custom
B)Option
C)Standard
D)Assemble to order

Accepted Answer

Appliances and iPods are standardized goods, meaning they are produced in large quantities with the same specifications and features, and are sold to customers as pre-made products. Custom goods are made specifically to a customer's individual needs or preferences, while option goods allow customers to choose from different combinations of features or components. Assemble-to-order goods are produced in response to a customer's order, but are still customized to a pre-determined set of options or configurations.

Question 6

Little's Law states that Throughput = Flow Time * Work-In-Process.

Accepted Answer

Little's Law states that Work-In-Process = Throughput * Flow Time, not the other way around.

Question 7

Service facilities have a greater range of resource utilization than manufacturing.

Accepted Answer

Service facilities often have flexible resources that can be used for a variety of tasks, while manufacturing facilities typically have specialized resources for specific products or processes. This allows service facilities to have a greater range of resource utilization.

Question 8

Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except
A)Demand volume
B)Degree of customization
C)Pathways
D)Type of good

Accepted Answer

The marketing product characteristics/decisions for the product-process matrix include demand volume, degree of customization, and type of good. However, pathways are not a characteristic/decision in the product-process matrix.

Question 9

A bottleneck is the work activity that effectively limits throughput of a process.

Accepted Answer

This statement is true. A bottleneck refers to the part of a process that slows down or limits the overall output or flow.

Question 10

As one moves up the hierarchy of work, the total number of tasks that must be coordinated becomes larger.

Accepted Answer

As one moves up the hierarchy of work, the number of tasks to be coordinated increase as they have more subordinates and larger responsibilities.

Question 11

Process mapping can be characterized as the fundamental rethinking and radical redesign of business processes.

Accepted Answer

The answer of Process mapping can be characterized as the...

Question 12

A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.
A)project
B)job shop
C)flow shop
D)continuous flow

Accepted Answer

The description fits a continuous flow process which is characterized by high demand, standardized product, and no customization.

Question 13

Automobile factories and hospital laboratory work are examples of
A)Projects
B)Job shop
C)Flow shop processes
D)Continuous flow processes

Accepted Answer

Automobile factories and hospital laboratory work involve flow shop processes, where the process flows in a specific sequence and each product has a similar production route. Job shops have a flexible sequence of operations and produce a wide range of customized products, while continuous flow processes involve large quantities of identical products being produced in a continuous flow, such as in chemical or oil refineries.

Question 14

The "line of customer visibility" shows the separation between the back office and front office activities in a service flowchart.

Accepted Answer

This is a true statement. The line of customer visibility separates the activities that the customer can see or experience (front office) from the activities that are done out of the customer's sight (back office).

Question 15

What type of process would a paper mill most likely use?
A)Project
B)Job shop
C)Flow shop process
D)Continuous flow process

Accepted Answer

A paper mill would most likely use a continuous flow process because it involves the production of large quantities of standardized products with high volumes of output. The process is arranged in a linear manner, with each step being dependent on the previous one. In a paper mill, the raw material (wood pulp) flows through the process continuously, undergoing various stages of production, such as cleaning, refining, and drying, until the final product (paper sheets or rolls) is produced.

Question 16

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to
A)Being below the diagonal
B)Continuous flow
C)Customer routed
D)Provider routed

Accepted Answer

The answer of Using the Service Positioning Matrix, a limited...

Question 17

A process map and a value stream map are two terms for the same thing.

Accepted Answer

Although both process mapping and value stream mapping are tools for visualizing and improving processes, they have different purposes and approaches. Process mapping focuses on the steps in a specific process and their interconnections, while value stream mapping is a higher-level view of the entire value stream, including all processes and activities involved in delivering value to the customer.

Question 18

Dell computers and Subway sandwiches are examples of ____ goods.
A)Custom
B)Option
C)Standard
D)Job shop

Accepted Answer

The answer of Dell computers and Subway sandwiches are examples...

Question 19

____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.
A)Provider-routed pathways
B)Customer-routed pathways
C)Highly repeatable service encounter activity sequences
D)ATMs

Accepted Answer

Customer-routed pathways offer customers the freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system. This approach allows customers to have flexibility in choosing how they want to interact with the service provider and tailor their experience to their specific needs. Provider-routed pathways, on the other hand, are predetermined pathways that are designed and controlled by the service provider, limiting the customer's freedom and flexibility. Highly repeatable service encounter activity sequences refer to standardized and repeatable service delivery processes, while ATMs are self-service machines that provide customers with limited pathway options.

Question 20

A group of tasks needed to create and deliver an intermediate or final output is called a process.

Accepted Answer

The answer of A group of tasks needed to create...

Quiz 7: Process Selection, Design, and Analysis

Ships, weddings and estate planning are examples of ____ goods and services.

The terms, "general purpose equipment," "flexible and capable of customizing work" and "wide variety of goods or services" best relate to

In designing processes, one often starts at the detail level and moves progressively toward the aggregate.

Improving process designs nearly always focuses on decreasing costs.

Appliances and iPods are examples of ____ goods.

Little's Law states that Throughput = Flow Time * Work-In-Process.

Service facilities have a greater range of resource utilization than manufacturing.

Marketing Product Characteristics/Decisions for the Product-Process Matrix include all the following except

A bottleneck is the work activity that effectively limits throughput of a process.

As one moves up the hierarchy of work, the total number of tasks that must be coordinated becomes larger.

Process mapping can be characterized as the fundamental rethinking and radical redesign of business processes.

A manufacturing firm that produces a standardized product, not made of discrete parts, with little-to-no customization, with high demand, is most likely to use this type of process.

Automobile factories and hospital laboratory work are examples of

The "line of customer visibility" shows the separation between the back office and front office activities in a service flowchart.

What type of process would a paper mill most likely use?

Using the Service Positioning Matrix, a limited number of customer pathways and highly repeatable service encounter activity sequences would best relate to

A process map and a value stream map are two terms for the same thing.

Dell computers and Subway sandwiches are examples of ____ goods.

____ offer customers broad freedom to select the pathways that are best suited for their immediate needs and wants from many possible pathways through the service delivery system.

A group of tasks needed to create and deliver an intermediate or final output is called a process.