MGT 302 exam 2
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed. What is the probability that three or more customers are in the cafeteria?
.42
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times. How much time in total does a customer spend at the service desk (waiting plus service times)?
12 minutes
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed. How many customers would you expect to see on average at the cafeteria ?
3
Filing: 20; Initial Meeting: 30; Preparation: 120; Review: 20; Writing : 50, what is the maximum number of statements that can be completed in 8 hours.
4
What term describes the expected number of customers that arrive each period? Arrival rate Survival rate Exit rate Service rate
Arrival Rate
Which of the following describes the layout used when an item is produced through a fixed sequence of workstations? Workcenter Project Assembly line Manufacturing cell
Assembly Line
Which of the following type of work flow is appropriate when production volume is high? Workcenter Assembly line Project layout Manufacturing cell
Assembly Line
Which of the following is variation that is caused by factors that can be clearly identified? Normal variation Common variation Random variation Assignable variation
Assignable variation
The two types of impatient arrivals are:
Balking and Reneging
Which of the following is not an example of a limited line capacity? Loading dock Parking lot Bridge toll booth Gas station
Bridge Toll Booth
When the product or service can have more than one defect per unit, which of the following is the most appropriate chart?
C Chart
Which quality term refers to the degree to which the product or service design specifications are met?
Conformance
Plots of sample ranges indicate that the most recent value is below the lower control limit. What course of action would you recommend?
Consistency (or precision) is not in control; investigate for the assignable cause that created this seemingly desirable condition so that the process can be brought under control.
True or False: The essential issue in satisfying customers in the make-to-stock environment is to balance the cost of the finished item against the willingness of the consumer to pay for it.
False
Which of the following is defined as the difference between the highest and lowest numbers in a sample?
Range
Which of the following is an example of internal failure cost associated with quality? Material inspection Scrap Quality training Customer complaints All of the above
Scrap
Which of the following terms describes the number of customers that can be handled during a given time period? Service time Arrival rate Length Service rate
Service Rate
The quality assurance manager is assessing the capability of a process that puts pressurized grease in an aerosol can. The design specifications call for an upper specification limit of 65 pounds per square inch (psi) and a lower specification limit of 55 psi. The process mean is 61 psi and standard deviation is 2 psi. Which of the following statement is NOT true? Decreasing the standard deviation of the current process would increase Cpk value. The current process is not capable. Shifting the means of the current process to 60 would decrease the Cpk value. All of the above is true.
Shifting the means of the current process to 60 would decrease the Cpk value.
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes? Time Talent Task Teamwork Trust
Task
When managing a line, a manager must consider the trade-off between:
The cost of providing more rapid service and the cost of waiting
What are the three major components of a queuing system?
The source population and the way the customers arrive at the system, the serving systems, and how customers exit the system
The video store manager at Family Video was interested in determining the traffic in his store. He conducted a study and found that on average 6 customers left his store per hour. He also found that on average 2 customers were in his store at any time. (Assuming these findings describe what happen in the steady state.) What can you conclude based upon these findings?
The throughput rate of this system is 6 customers per hour and the Flow Time is 20 minutes
Dell's assembly plant makes computers by combining pre-assembled modules to meet a customer's specifications. Where is the customer order decoupling point in this process?
The work-in-process inventory at the manufacturing site
Which of the following is not a way to control arrivals? Establish specific hours for customers Create short lines Use a faster machine Run a special
Use a faster machine
What do Six Sigma programs seek to reduce in processes?
Variation
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times. What percentage of time is this service desk idle?
.33
The quality assurance manager is assessing the capability of a process that puts pressurized grease in an aerosol can. The design specifications call for an upper specification limit of 65 pounds per square inch (psi) and a lower specification limit of 55 psi. The process mean is 61 psi and standard deviation is 2 psi. What is the Cpk value of this process?
.67
If the lower control limit for the p chart is a negative value, then which of the following becomes the new value?
0
For the 9 weeks you randomly selected in the previous problem, the number of days in each week that the owner received complaint(s) is as follows: 2, 0, 1, 1, 4, 2, 0, 3, and 1 (assuming five days a week). What would be the LCL and UCL of the appropriate control chart? (Assuming z value of 3 is used to construct UCL and LCL).
0 and .93
Red Top Cab Company receives several complaints per day about the behavior of its drivers. You randomly sampled 9 weeks. The overall average number of complaints per week received from irate passengers over the 9 weeks is 6. What would be the LCL and UCL of your quality control chart if your interest is the number of complaints? (Assuming z value of 3 is used to construct UCL and LCL).
0 and 13
In a queuing system, if the average arrival rate for loading trucks is 5 trucks per hour, what is the mean time between arrivals?
0.2 hours
TicketMaster has one service desk. Customers arrive at this service desk at an average of one every six minutes. The service time at the desk is four minutes per customer. Assuming Poisson arrivals and exponential service times. How many customers, on average, are waiting in line in front of the service desk?
1.33
Dell's assembly plant makes computers by combining pre-assembled modules to meet a customer's specifications. Which of the following is NOT one of the major challenges associated with this manufacturing process? Engineering design that enables as much flexibility as possible in combining components, options, modules into finished goods All of the above are the major challenges associated with this process. Define a customer's order in terms of alternative components Balance the finished good inventory against the level of customer service
Balance the finished good inventory against the level of customer service
In the acronym DMAIC, what does the C stand for?
Control
What term refers to the inherent value of the product in the marketplace?
Design quality
True of False: Workcenter layouts allocate dissimilar machines into cells to work on products that have dissimilar processing requirements.
False
True or False: A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.
False
True or False: As long as the average utilization is less than 1, the service company has sufficient capacity to provide quality service.
False
True or False: The "service blueprint" is a classification of services.
False
True or False: The best way to control quality is by inspection.
False
True or False: The closer the customer is to the customer order decoupling point, the longer it takes the customer to receive the product.
False
True or False: Throughput rate is defined as the maximum rate that work can be produced by the entire process.
False
True or Fasle: In a service system, when the average arrival rate is lower than the average service rate no waiting line will be formed.
False
The performance metric that measures the average time for a unit to move through a system is which of the following: Operation time Velocity Efficiency Flow time
Flow Time
Filing: 20; Initial Meeting: 30; Preparation: 120; Review: 20; Writing : 50, In a steady state, on average every two hours one client comes in. A secretary takes over the writing task and reduces the time to write an income tax statement by 50% by using a new word processing system. With this change along with the information provided in Q1, which of the following statement(s) is true? I: Process capacity is increased. II The utilization of this secretary is 20.8%.
II only
In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?
Improve
Which of the following is not an example of when to use a c-chart? Inspecting the diameter of holes drilled into a pipe Inspecting a roll of fabric for snags Inspecting a piece of lumber for knotholes Inspecting a car's paint finish for blemishes
Inspecting the diameter of holes drilled into a pipe
Which type of quality cost deals with scrap, rework and repair?
Internal failure costs
One a service blueprint, the line that shows the distinction between the high customer contact aspects of the service and those activities that the customer does not see is known as the:
Line of Visibility
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following? Low sales opportunity Low production efficiency Low degree of customer/server contact None of the above
Low production efficiency
Family Vision makes customized eyeglasses. Each pair of glasses is uniquely made and carefully fit to individual's eyes. Which of the following best describes the type of manufacturing process in Family Vision? Make to order Project Assembly line Make to stock
Make-to-Order
Which of the following describes the layout used for a dedicated area where a group of similar products are produced? Assembly line Project Workcenter Manufacturing cell
Manufacturing Cell
Expenditures related to achieving product or service quality include all of the following except: Manufacturing costs Failure costs Prevention costs Appraisal costs
Manufacturing costs
You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards?
No
Suppose you are interested in the weight of ipad air produced in a manufacturing process. The CL, UCL, and LCL for the X-bar and R charts are as follows: X-bar chart: CL = 1, UCL = 1.03, and LCL = 0.97 R-chart: CL= 0.05, UCL = 0.08, and LCL = 0.02 A new sample is collected. Assuming the sample size is large enough. The weight for each ipad air in this new sample is: 1.05, 1, 1.01, 0.99, and 0.98. Based on the new sample and the information on the control limits, which of the following conclusion would you be able to make?
No assignable variations have been detected yet and therefore no action should be taken now.
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Pareto Chart
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Pareto Charts
Valley Forge Income Tax Advice (VIF) is a small accounting firm supporting wealthy individuals in their preparation of annual income tax statements. In order to prepare the income tax statement, VIF needs to complete the following set of activities in sequence. Each step (activity) is performed by one person. All of the following activity times are expressed in minutes per income tax statement. Filing: 20; Initial Meeting: 30; Preparation: 120; Review: 20; Writing : 50 Which step is the bottleneck? Filing Review Preparation Initial meeting Writing
Preparation
A process has a Cpk value less than 0. Which of the following conclusion can be made? There is a 0% of chance that this process will produce defective items. There is 50% of chance that this process will produce defective items. There is more than 50% of chance that this process will produce defective items. There is 100% of chance that this process will produce defective items.
There is more than 50% of chance that this process will produce defective items.
According to Little's law, which of the following can be used to estimate work-in-process inventory? Set up time / Throughput rate Throughput rate times Flow time Process velocity / Flow time Value added time / Process velocity Process time / Cycle time
Throughput rate times Flow Time
True or False: A car wash is an example of a single channel, multiphase queuing system.
True
Arrivals at a cafeteria follow a Poisson distribution at the rate of three customers per minute. The service time at the cafeteria is about 15 second per customer, exponentially distributed. True of False: The probability of exactly five arrivals in the next minute is 10.1%
True
True or False: According to the Video of queuing: featuring Disney World, Disney extends park hours during peak time in order to manage queue.
True
True or False: Assembling-to-order means moving the customer order decoupling point from finished goods to components.
True
True or False: Balancing the finished good inventory against the level of customer service is a major challenge associated with a make to stock process.
True
True or False: Due to the variations in the arrival and service processes, a waiting line will be formed even when the average utilization (i.e. arrive rate/service rate) is below one.
True
True or False: Engineer-to-order firms will work with the customer to design the product, and then make it from purchased materials, parts, and components.
True
True or False: Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
True
True or False: Special purpose (i.e. dedicated) equipment is used in assembly line.
True
True or False: The concept of quality at source indicates that the person who does the work should take responsibilities ensuring conformance quality of his or her output.
True
True or False: The customer order decoupling point is where inventory is positioned in the supply chain.
True
True or False: The first step in analyzing the flow of material through a production process is known as process mapping.
True
True or False: The product-process matrix describes production process selection based upon product volume and the level of product standardization.
True
True or False: To provide quality service, the average utilization level cannot be higher than 70%.
True
True or False: Using a faster machine is changing the service rate not controlling arrivals.
True
True or False: When Cpk is less than 0, it means either the process mean is greater than USL or smaller than LSL. In either case, more than 50% chance products will fall outside the specification limits
True
True or False: general purpose (i.e. flexible) equipment rather than special purpose (i.e. dedicated) equipment is used in Caterpillar's production process.
True
Providing customers with a pre-show when they are waiting in line for an amusement park ride is an example of which technique to manage queues?
Trying to divert the customers' attention when waiting
Caterpillar makes more than 20 different types of machinery with low volume. Which of the following best describes Caterpillar's production process? Assembly line Project Workcenter Continuous process
Workcenter