1. _______ services 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

b. Either provider or customer-routed

c. Option-oriented

d. Standard

e. Customer-routed

2. Which of the following statements is/are considered most accurate about a process map (flowchart)?

a. It does not have boundaries.

b. It does not include information flow.

c. It is often used as a baseline to describe how a process is performed.

d. It must include a line of customer visibility.

e. It normally delineates best-case/worst-case scenarios.

3. The average number of entities completed per unit time (the output rate) from a process is called _____.

a. utilization

b. output

c. service rate

d. work-in-process

e. throughput