Question 1

An accounting firm is capable of processing 20 EZ tax forms per day and the average number of forms on-hand in the office is 64 forms. What is the average processing time per EZ tax form?

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Question 2

A custom machine shop is able to process 25 orders per day. The average processing time is 4 days. What is the average number of orders that are in process at any time?

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Question 3

Define reengineering. How does it differ from other approaches to process improvement?

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Question 4

What are some management strategies to improve process designs?

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Question 5

Differentiate between a customer-routed service and a provider-routed service. Include examples of each.

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Question 6

Explain Little's Law and how it can be used.

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Question 7

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. If the center wants a utilization of 90%, how many inspectors are required?

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Question 8

Define a value stream map. How does this differ from a regular process map?

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Question 9

Compare and contrast a product-process matrix with a service-positioning matrix.

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Question 10

Some argue that modern technology invalidates the application of the product-process matrix. Explain their logic.

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Question 11

A company is able to process 100 customer statements (bills) per day per processing clerk. It has 250 customer statements to process per day. How many full-time processing clerks are needed if the company wants a processing-clerk utilization rate as close to .80 as possible?

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Question 12

Explain why the product-process matrix does not transfer well to services.

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Question 13

A company is able to process 300 customer statements (bills) per day. The average processing time is six (6) days. What is the average number of statements (bills) the company has in process at any time?

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Question 14

Explain the concept of hierarchy of work. Why is it useful in process design activities?

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Question 15

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service counter employees are on duty, and their labor utilization is 75%?

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Question 16

How many computer repair troubleshooters should be on duty from 8:00 p.m. to midnight if total demand during that period is 60 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

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Question 17

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. What is the center's utilization?

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Question 18

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. What would the service rate need to be in order to achieve 90% utilization?

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Question 19

What are the major activities in designing a goods-producing or service-providing process?

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Question 20

What is the implied service rate at a bank teller's window if demand is 26 customers per hour and the bank staffs 3 tellers with an average utilization of 80%?

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Quiz 7: Process Selection, Design, and Analysis

An accounting firm is capable of processing 20 EZ tax forms per day and the average number of forms on-hand in the office is 64 forms. What is the average processing time per EZ tax form?

A custom machine shop is able to process 25 orders per day. The average processing time is 4 days. What is the average number of orders that are in process at any time?

Define reengineering. How does it differ from other approaches to process improvement?

What are some management strategies to improve process designs?

Differentiate between a customer-routed service and a provider-routed service. Include examples of each.

Explain Little's Law and how it can be used.

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. If the center wants a utilization of 90%, how many inspectors are required?

Define a value stream map. How does this differ from a regular process map?

Compare and contrast a product-process matrix with a service-positioning matrix.

Some argue that modern technology invalidates the application of the product-process matrix. Explain their logic.

A company is able to process 100 customer statements (bills) per day per processing clerk. It has 250 customer statements to process per day. How many full-time processing clerks are needed if the company wants a processing-clerk utilization rate as close to .80 as possible?

Explain why the product-process matrix does not transfer well to services.

A company is able to process 300 customer statements (bills) per day. The average processing time is six (6) days. What is the average number of statements (bills) the company has in process at any time?

Explain the concept of hierarchy of work. Why is it useful in process design activities?

What is the implied service rate per service-counter employee at an airport automobile rental counter if customer demand is 36 customers per hour, two service counter employees are on duty, and their labor utilization is 75%?

How many computer repair troubleshooters should be on duty from 8:00 p.m. to midnight if total demand during that period is 60 calls? The service rate is five (5) calls per hour and the target utilization is 90%.

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. What is the center's utilization?

An automobile emissions testing center has six (6) inspectors and tests 50 autos per hour. Each inspector can inspect twelve (12) autos per hour. What would the service rate need to be in order to achieve 90% utilization?

What are the major activities in designing a goods-producing or service-providing process?

What is the implied service rate at a bank teller's window if demand is 26 customers per hour and the bank staffs 3 tellers with an average utilization of 80%?