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