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?


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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).


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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?


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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?


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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).


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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?


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Both Charlie and Harry


Allen


Allen and Barry


None of the above