Chapter 7: Multiple Choice Flashcards Preview

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Flashcards in Chapter 7: Multiple Choice Deck (17)
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1

Which of the following is not one of the three major types of goods and services?

assemble-to-stock

2

Which of the following is not one of the four principal types of processes used to produce goods and services?

Value Stream

3

Which of the following services is associated with a job shop process?

Beauty Salon

4

Which of the following goods is associated with a continuous flow process?

Steel

5

Which of the following pairings of process and product characteristics is associated with a job shop process?

Many process routes, assemble-to-order

6

Which of the following lists of process characteristics is associated with a continuous flow process?

high investment in equipment, not made from discrete parts, automated

7

The service encounter activity sequence depends on two factors: the degree of customer discretion, freedom, and decision-making power in selecting the service encounter activity sequence, and

the degree of repeatability of the service encounter activity sequence

8

A pathway is

A unique route through a service system

9

The four levels of work, in order of aggregation (disaggregated to aggregated) are

task, activity, process, value chain

10

The sequence of all process activities and tasks necessary to create and deliver a desired output or outcome is described by a

Process map

11

The typical symbol used in a process map to represent waiting is

a triangle

12

The typical symbol used in a process map to represent a decision is

a diamond

13

The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements is the definition of

Reengineering

14

The fraction of time a workstation or individual is busy over the long run is

Utilization

15

A ___________ is the work activity that effectively limits the ___________ of the entire process

Bottleneck, throughput

16

Little's Law states that work-in-process equals

(throughput) x (flow time)

17

Which of the following statements about Little's Law is incorrect?

It is helpful in understanding process performance on a micro level