Chapter 7: Multiple Choice Flashcards
Which of the following is not one of the three major types of goods and services?
assemble-to-stock
Which of the following is not one of the four principal types of processes used to produce goods and services?
Value Stream
Which of the following services is associated with a job shop process?
Beauty Salon
Which of the following goods is associated with a continuous flow process?
Steel
Which of the following pairings of process and product characteristics is associated with a job shop process?
Many process routes, assemble-to-order
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
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
A pathway is
A unique route through a service system
The four levels of work, in order of aggregation (disaggregated to aggregated) are
task, activity, process, value chain
The sequence of all process activities and tasks necessary to create and deliver a desired output or outcome is described by a
Process map
The typical symbol used in a process map to represent waiting is
a triangle
The typical symbol used in a process map to represent a decision is
a diamond
The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements is the definition of
Reengineering
The fraction of time a workstation or individual is busy over the long run is
Utilization
A ___________ is the work activity that effectively limits the ___________ of the entire process
Bottleneck, throughput
