Graded Homework

QUESTION 1

1. Mistakes made by ________ can be prevented by using poka-yokes.
   

   managers

   servers

   customers

   servers & customers

0.4 points

QUESTION 2

1. Which of the following dimensions of service facility design includes elements such as the style and location of tables and mirrors in a retail store?
   

   Security

   Flexibility

   Aesthetics

   Nature and objectives

0.4 points

QUESTION 3

1. 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 4

1. 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?

   Both Charlie and Harry

   Allen

   Allen and Barry

   None of the above

0.4 points

QUESTION 5

1. 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

1. 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. Which of the following actions is least likely to increase process capacity?

   Hire at least one additional worker

   Assign one of the workers to oversee quality control

   Train the workers on efficient food preparation techniques

   Purchase a new point-of-sale computer

0.4 points

QUESTION 7

1. 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).

   Upper limit is about 195 and Lower limit is zero

   Upper limit is about 185 and Lower limit is zero

   Upper limit is about 165 and Lower limit is zero

   Upper limit is about 220 and lower limit is about 10

0.4 points

QUESTION 8

1. 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?

   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 9

1. A manager attempting to implement the lean philosophy should strive to ________.
   

   respond to demand variability by increasing inventory levels

   maximize production capacity to satisfy customer demand

   focus on activities which produce value for the customer

   create processes with high flow capacity

0.4 points

QUESTION 10

1. Interpersonal services tend to be the most challenging type of servicescape to design.

   True

   False

0.4 points

QUESTION 11

1. 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 12

1. 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?

   Charlie is a bottleneck

   Barry and the new worker are bottlenecks

   Allen is a bottleneck

   Harry is a bottleneck

0.4 points

QUESTION 13

1. 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).

   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 14

1. Poka-yoke is a Japanese term that means “mistake-proofing”.

   True

   False

0.4 points

QUESTION 15

1. Clerks at a large mortgage processing company have historically been observed to experience an 8% 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 10% and Lower limit is about 2%

   Upper limit is about 12% 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 16

1. 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?

   about 3 orders per minute

   about 5 orders per minute

   about 90 orders per hour

   about 105 orders per hour