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University of Akron MANAGEMENT 6200 Chapter 4 1)A set of logically related tasks or activities performed to achieve a defined business outcome is a: A)           process

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University of Akron

MANAGEMENT 6200

Chapter 4

1)A set of logically related tasks or activities performed to achieve a defined business outcome is a:

A)           process.

B)            primary process.

C)            support process.

D)           development process.

 

2.            A set of tasks or activities that addresses the main value-added activities of an organization is a:

E)            process.

F)            primary process.

G)           support process.

H)           development process.

 

 

 

 

3.            An arrow in a process map represents a:

 

a.            move activity.

b.            start or finish point.

c.             delay.

d.            creation of a document.

 

4.            Peter prints out a cover for the TPS report he just completed. This activity would be represented on a process map with which symbol?

A)

 

B)

 

C)

 

D)

 

 

 

5.            Every customer that exited the store was subjected to close scrutiny of their shopping cart and receipt by a highly trained inspector. This activity would be represented on a process map with which symbol?

A)

 

B)

 

C)

 

D)

 

 

 

 

 

 

 

 

 

 

 

 

 

6.            Many states have a mandatory 90-day waiting period from the time a divorce is filed to when

 

it can be finalized. This activity would be represented on a process map with which symbol? A)

 

B)

 

C)

 

D)

 

 

 

7.            After calculating the applicant's credit score, the system required the applicant to provide a health history. This activity would be represented on a process map with which symbol?

A)

 

B)

 

C)

 

D)

 

 

 

 

8.            Which tool should be used to track the movement of a customer's complaint from one department to the next until it is resolved?

a.            process map B) swim lane map

C)            entity map

D)           data flow map

 

9.            A car wash services 200 customers in a 4-hour span on a lovely Saturday afternoon. The car wash employs 5 washers at $6 per hour. An appropriate measure of productivity is:

a.            200 cars/hour.

B) 0.6 $/car.

C) 8.3 cars/$. D) 1.7 cars/$.

 

 

10.          A car wash services 200 customers in an hour on a lovely Saturday afternoon. The car wash employs 5 washers at $6 per hour and uses $50 of water and $5 of electricity per hour. An

 

appropriate measure of productivity is:

A) 80%.

B) 2.35 cars/$.

C) 8 cars/$.

D) 0.425 $/car.

 

11.          A car wash services 200 customers in an hour on a lovely Saturday afternoon. The car wash employs 5 washers at $6 per hour and uses $50 of water and $5 of electricity per hour. They charge $10 per car for their standard wash job. Which of these changes would have the greatest positive impact on their productivity?

a.            increasing their service rate so they can process 210 cars per hour

b.            cutting their employee pay by $1 per hour

c.             charging $11 per standard wash job D) introducing a new waterless system

 

12.          A car wash services 200 customers an hour on a lovely Saturday afternoon. The car wash employs 5 washers at $6 per hour and uses $50 of water and $5 of electricity per hour. They charge $10 per car for their standard wash job. Which of these changes would have the greatest positive impact on their productivity?

a.            increasing their service rate by 10%

b.            decreasing wages by 5%

c.             increasing their per-car fee by 20%

d.            decreasing water usage by 10%

 

 

13.          A professor is expected to cover 16 chapters in an operations management text each semester. One semester the professor dismisses class 30 minutes early every Monday and Friday and is able to cover only 12 chapters. What is the professor's efficiency?

A) 75%

B) 4

C) 133%

D) -4

 

 

 

 

 

 

 

 

14.          A professor is expected to cover 16 chapters in an operations management text each semester.

 

The class is scheduled to meet for one hour three times a week for 15 weeks. One semester the professor dismisses class 30 minutes early every Monday and Friday and is able to cover only 12 chapters using two boxes of chalk and case of bourbon. What is the professor's labor productivity?

a.            0.27 chapters per hour

b.            1.25 chapters per week

c.             1.06 chapters per week D) 0.4 chapters per hour

 

15.          A maintenance worker maintains an alibi sheet of all work activities performed in an 8 hour shift. If the work standard is such that 90% efficiency is expected, what is the actual amount of time that should be documented?

a.            8.9 hours

B) 111%

C)            7.2 hours

D)           0.8 hours

 

16.          It takes one day for Peter Gibbons to complete a TPS report and attach the cover sheet. During that day, Peter spends about 15 minutes a day performing actual work and the other 7 hours and 45 minutes spacing out. Which of the following statements is correct?

a.            Peter's cycle time is 7 hours and 30 minutes.

b.            Peter's efficiency is 25%.

c.             Peter's productivity is 8 hours per TPS report. D) Peter's percent value-added time is just over 3%.

 

17.          Consider a typical cycle of emailing a professor a question about class and waiting for a response. Which of the following statements is correct?

a.            The percent value-added time is low.

b.            The cycle time is impossible to determine with any accuracy.

c.             The quality of the response is easy to measure.

d.            The professor's productivity is easy to measure.

 

18.          In statistical terms, a process that achieves Six Sigma quality will generate about:

a.            zero defects per million opportunities.

b.            six defects per million opportunities. C) three defects per million opportunities.

D) thirty-four defects per million opportunities.

 

 

19.          Green Belts have:

a.            more Six Sigma training than Black Belts but less Six Sigma training than Champions.

 

b.            more Six Sigma training than Champions but less Six Sigma training than Team Members.

c.             more Six Sigma training than Black Belts but less Six Sigma training than Master Black Belts.

d.            more Six Sigma training than Team Members but less Six Sigma training than Black Belts.

 

 

20.          Which of these represent the Six Sigma process sequence to create a completely new business process or product?

a.            DMAIC B) DMADV

C)            5W1H

D)           WD40

 

21.          Which of these elements is in the Six Sigma process sequence to create a completely new business process or product but NOT in the Six Sigma process to improve an existing business process?

a.            Define

b.            Derive C) Design

D) Create

 

22.          Which of these steps is NOT part of the Six Sigma process sequence? A) Design

B)            Measure

C)            Analyze

D)           Improve

 

23.          When constructing a fishbone diagram, brainstorming takes place during the:

a.            closed phase.

b.            narrow phase.

c.             wide phase. D) open phase.

 

24.          Which of the continuous improvement tools is used to conduct root-cause analysis?

a.            statistical process control (SPC)

b.            flow chart

c.             Ishikawa diagram

d.            Pareto chart

 

25.          A professor assigns a massive homework set the first day of class that will be due the day the

 

students walk in to take their first exam of the semester. Over the weekend he grades the homework and the exam papers and as he reviews the results, it occurs to him that students that worked more of the 40 problems in the homework assignment appeared to be more successful on the exam. Which of the continuous improvement tools would be most appropriate for displaying this phenomenon?

a.            statistical process control (SPC) B) scatter plot

C)            Ishikawa diagram

D)           Pareto chart

 

26.          Which two continuous improvement tools are most similar in appearance?

a.            scatter plot and check sheet B) Pareto chart and histogram

C)            histogram and fishbone diagram

D)           check sheet and fishbone diagram

 

27.          Which of these continuous improvement tools would be best suited for showing all of the steps required to change your major to operations management?

a.            process map

b.            cause-and-effect diagram

c.             Pareto chart

d.            scatter plot

 

28.          The procedure of rethinking and radical redesign of business processes to achieve dramatic organizational improvements is called:

a.            competitive benchmarking.

b.            continuous improvement.

c.             process benchmarking.

d.            business process reengineering.

 

29.          Which of these SCOR model flows moves in the opposite direction from the others?

a.            Plan B) Return

C)            Source

D)           Make

 

 

 

 

30.          Which of these statements about the SCOR model is best?

a.            The SCOR model consists of four levels that describe supply chain processes in increasing

 

detail.

b.            The core management processes of the model are Source, Collaborate, Operations, and Return.

c.             The model makes provisions for different levels of customization.

d.            The process types detailed in level one are Planning, Execution, and Enable.