AD605 Quiz Review

The following assumption is made in a M/M/s queuing model: a. Customers will wait a very long time for a service. b. There is a separate queue for each server. c. The queue length is limited to the size of the building. d. Customers will leave the queue if they wait a very long time.

a. Customers will wait a very long time for a service.

Executing production in a push system may be characterized by: a. Determining production quantities determined based on forecasts of future sales b. Delaying production decisions until demand is known c. Waiting until the next operation needs parts before production d. All of the above

a. Determining production quantities determined based on forecasts of future sales

The following would be considered a non-value added activity for a child counseling process: a. Drive to the bank to deposit cash revenues b. Conducting a weekly meeting with the child c. Both of the above d. None of the above (i.e., they are both value-added)

a. Drive to the bank to deposit cash revenues

Value can be added for customers using standard work by: a. Ensuring that the customer's problem is solved completely. b. Reducing the cost of a service. c. Creating innovative approaches.

a. Ensuring that the customer's problem is solved completely.

The following would be considered a value added activity for a personal finance advising process: a. Explaining to a customer how certain investment products work b. Moving money for the customer from one account to another c. both of the above d. none of the above

a. Explaining to a customer how certain investment products work

The visual display of all activities that take place in the business process and how the job proceed through those activities is called: a. Flowchart b. Fishbone diagram c. Pareto chart d. Check sheet

a. Flowchart

The following is true about a performance measurement (metric): a. It should be used to measure performance for exactly one performance dimension. b. It should be used to measure performance for as many performance dimensions as possible.

a. It should be used to measure performance for exactly one performance dimension.

The goal of six sigma is to reduce variation. This could mean: a. Manufacturing processes operate with a smaller standard deviation. b. The number of workers is almost the same throughout the year. c. A service process takes about the same amount of time for each customer.

a. Manufacturing processes operate with a smaller standard deviation.

Consider the design of a flow line with a takt time of 30 minutes. If the flow line is reliable, this means that: a. One product will be produced every thirty minutes. b. The inventory turnover rate (i.e., turns) will be 2 times per hour. c. both of the above d. none of the above

a. One product will be produced every thirty minutes.

The difference between a consumption map and process map is: a. Process maps do not show customer actions before the process begins. b. Consumption maps do not show interactions between customers and service providers c. Process maps include activities after the process ends

a. Process maps do not show customer actions before the process begins.

Adding more value for customers is best accomplished with: a. Random word method b. Process analysis c. Cause-and-Effect diagrams

a. Random word method

A consumption map is NOT useful for: a. Showing the wasteful activities in the process. b. Showing where the customers interact with the process. c. Showing what the customer does after the service is complete.

a. Showing the wasteful activities in the process.

The following is false: a. The M phase of DMAIC is where the improvement ideas are listed. b. The D phase of DMAIC is where the goals for the project are stated. c. The I phase is where innovative ideas are created.

a. The M phase of DMAIC is where the improvement ideas are listed.

The interpretation of a control chart is based on a set of rules that were developed by Walter Shewhart. The basis of these rules is: a. The normal distribution b. Outcomes of a stable process will have a very small level of c. variation. c. Management by objectives d. DMAIC

a. The normal distribution

When customers arrive independently of one another for a service: a. The time between arrivals will follow an exponential distribution. b. Poisson model assumptions apply to arrivals and service times. c. All of the M/M/s model assumptions apply. d. The time between arrivals will follow a normal distribution.

a. The time between arrivals will follow an exponential distribution.

If the 95% confidence interval for the likelihood of a defective product is 0.112 to 0.237: a. There is a 5% chance that the true likelihood of a defective product is less than 0.112 or greater than 0.237 b. If we remain stable the next week will show a defect rate between 0.112 and 0.237 c. We are 100% sure that the true defect rate is between 0.112 to 0.237

a. There is a 5% chance that the true likelihood of a defective product is less than 0.112 or greater than 0.237

The following might be is a good reason to start a Kaizen project at a marketing department in Toyota: a. To lower the number of mistakes in advertisements. b. To increase the salary of the CEO. c. To save money by firing some of the workers in the marketing department.

a. To lower the number of mistakes in advertisements.

When analyzing a consumption map you should focus on: a. Where the customer problem is not solved quickly b. Where the service provider makes a mistake and corrects a calculation c. Where managers review service providers' work.

a. Where the customer problem is not solved quickly

Patients arrive at a clinic at the rate of 120 per hour and independently of one another. Three servers are employed. Data analysis shows that service times at the reception counter are exponentially distributed averaging 1.2 minutes per customer. If all other M/M/s model assumptions apply (an time units are minutes) what would be the average arrival rate (lambda)? a. 40 b. 2 c. 6 d. 50 e. 120 f. 360

b. 2

A cost efficient call center operation would likely be characterized by: a. Large capacity buffers resulting in some idle time of call center operators b. Call center operators who were on the phone with clients almost all of the time c. Very short wait times for callers d. All of the above

b. Call center operators who were on the phone with clients almost all of the time

At a paper company, an efficient supply chain would be best for white paper towels because: a. The use of large capacity buffers in efficient systems will ensure cost minimization b. Demand will be easy to forecast and therefore fast production lead times are not critical c. An efficient supply chain is best for products used primarily in the home d. All of the above

b. Demand will be easy to forecast and therefore fast production lead times are not critical

It is generally true that, for a new product, revising the forecast after some actual sales will tend to: a. Reduce the accuracy of the forecast. b. Improve the accuracy of the forecast. c. None of the above. d. Have no effect on the accuracy of the forecast.

b. Improve the accuracy of the forecast.

Which of the following is a true regarding the comparison of manufacturing and service processes? a. Service activity times tend to be much less variable than manufacturing activity times b. Information is a key flow unit in services while tangible items are the key flow unit in manufacturing c. Operations management is not important in services, but important in manufacturing d. Manufacturing processes tend to cross more functional boundaries than service processes

b. Information is a key flow unit in services while tangible items are the key flow unit in manufacturing

Poka-yoke can be helpful in a hospital's emergency room because: a. It will let administrators know when workers are not working hard. b. It can help reduce the likelihood of medical errors. c. It will tell administrators how many patients are expected in the next week. d. It will list all causes of a patient's incorrect diagnosis.

b. It can help reduce the likelihood of medical errors.

In comparing a batch process and a flow-shop (i.e., a flow line), we typically expect: a. Slower flow times in a flow shop b. Lower inventory levels in a flow shop c. Better visibility to see problems in a batch process d. All of the above

b. Lower inventory levels in a flow shop

Which of the following is NOT a waste category for a troubleshooting service? a. Entering customer data into a software system b. Service providers tells customer how to fix a problem themselves c. Reviewing customer's contract d. Customers pays the service fee

b. Service providers tells customer how to fix a problem themselves

An important measure of production process effectiveness is flow time, defined as: a. The amount of time that a resource is working. b. The amount of time it takes to produce an item, including wait time. c. The length of value-added time during production. d. The amount of time it takes to produce an item, not including wait time.

b. The amount of time it takes to produce an item, including wait time.

For an appliance repair operation, resources would be: a. Telephone system b. Tools used by the repairman c. Appliance owners d. Appliances being repaired

b. Tools used by the repairman

Workers who create many innovative ideas for adding value for customers are probably good at: a. Applying poka-yoke effectively. b. Unlearning what they know about the process. c. Applying lean methods.

b. Unlearning what they know about the process.

Which of following is an application of 5S? a. Schedule board b. Well-organized web site c. Proposal templates d. Kanban

b. Well-organized web site

Consider a machine that makes 5 parts in an hour and operates 10 hours per day. What is the machine utilization if demand for the parts is 8 parts per hour and five machines are available to make the parts? a. 64% b. 12.5% c. 32% d. 62.5%

c. 32%

For a hospital's emergency room, flow units would be: a. Medical Doctors b. Beds c. Patients d. Nurses

c. Patients

Creating lists of words to help create ideas for adding value for customers is called: a. Unlearning b. Root cause analysis c. Random word method

c. Random word method

Arrivals to a queue are random and service time variation is very high. Therefore a 15% capacity buffer is recommended. This means that: a. The planned server utilization will be 15%. b. The arrival rate will be 15% lower than the service rate. c. Servers will be busy serving customers 85% of the time d. The percentage of customers who wait will be 15%.

c. Servers will be busy serving customers 85% of the time

The following is an example of process-oriented thinking: a. Management of objectives b. A color-coded display with red-green-yellow colors that show comparison to goal values. c. Showing process outcomes on a control chart.

c. Showing process outcomes on a control chart.

The following is true: a. Lean was developed at Motorola b. Six Sigma was developed at Toyota c. Six Sigma uses DMAIC for process improvement

c. Six Sigma uses DMAIC for process improvement

Two P Charts (A and B) have the same center line. The sample size for each point plotted on A is 80 and the sample size for each point plotted on B is 40. We would expect: a. Wider control limits on A. b. No differences in control limits because they are based on the target proportion. c. Wider control limits on B.

c. Wider control limits on B.

A call canter expects an average of 560 calls during the 8 AM to 5 PM shift during which full time workers are employed. The average service time is 4 minutes per call. What is the minimum number of workers to achieve a capacity buffer not less than 10%. a. 6 b. more than 6 c. less than 5 d. 5

6. 5

Calculate the LCL for a P Chart with the following conditions: sample size per month is 30; p-bar is 0.7; the P chart shows 20 months of data; the goal (target) proportion is 0.6. a. 0.449 b. 1 c. 0.393 d. 0 e. 0.332 f. 0.271

a. 0.449

Consider a machine that takes 7.5 minutes to make a part and operates 8 hours per day. What is the machine utilization if demand for the parts is 12 parts per hour and three machines are available to make the parts? a. 50% b. 22.2% c. 66.7% d. none of the choices

a. 50%

The task of generating innovative ideas requires: a. A procedure that helps with unlearning b. A creative person c. Thinking about the cost of each idea

a. A procedure that helps with unlearning

When a customer interacts with a service you would expect: a. An emotional reaction by the customer b. Confusion by the service provider c. Long waits for the service

a. An emotional reaction by the customer

When evaluating innovative ideas, which of the following is the least important? a. Consistency with what customers ask for. b. Consideration of technical implementation challenges c. Consideration of the major risks of implementation.

a. Consistency with what customers ask for.

The customer(s) of an environmental health and safety department's internal monthly reports of emissions would likely be: a. The manufacturing department who seek a healthy workplace b. The legal department who litigate environmental lawsuits c. The quality department who maintain data on employee safety d. All of the above

d. All of the above

Uncertainties in a computer network would include the following: a. Downtime occurrences b. Daily user volume c. Periodic power failure d. All of the above

d. All of the above

The following would be a characteristic of a responsive production system: a. Large batch sizes to minimize unit costs b. High inventory levels c. Capacity that may go unused d. Capacity utilizations close to 100%

d. Capacity utilizations close to 100%

An analyst should assume the following about a forecast: a. It will be more accurate if the timeframe of the forecast is longer. b. It will be equal to the actual demand. c. It will be less accurate for product families than for individual products. d. It will not be equal to the actual demand.

d. It will not be equal to the actual demand.

In mass production, the intent will be to: a. Maximize employee productivity (i.e., parts made per shift b. Minimize per unit production costs c. Maximize resource utilization d. all of the above

d. all of the above

The process map for a consulting company service process will likely include: a. Activities for each department involved in delivering the service b. Where contact with the customer must be made c. Creation of management progress reports d. all of the above

d. all of the above

People arrive to a service center at the rate of 636 per day. The service center is opened 12 hours per day. The average service time for a person averages 2.4 minutes. Assume that all M/M/s assumptions apply and 3 servers are used. What is the value of mu (average service rate) if the units are in minutes? a. 0.1389 b. 0.8333 c. 25 d. 53 e. 2.4 f. 0.4167

f. 0.4167