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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
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