Chapter 6

Question 1

A process will generally have at least one bottleneck.

Answer 1

True

Question 2

If there are multiple resources in series that process each transaction, then the process capacity is the sum of all the individual capacities of the resources.

Answer 2

False

Question 3

A service blueprint is used to analyze and manage the service process because it involves:

Answer 3

The identification of flows, bottlenecks, and customer interaction points

Question 4

The capacity of a process is determined by

Answer 4

The bottleneck

Question 5

Which of the following is NOT one of the four principles of process redesign?

Answer 5

Automate the remaining steps in the process

Question 6

All of the following are one of the four principles of process redesign

Answer 6

Have the people who do the work process their own information.
Eliminate unnecessary steps in the process.
Organize around outcomes, not tasks