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Exam 4: Business Processes

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Question 31

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Consider a typical cycle of emailing a professor a question about class and waiting for a response. Which of the following statements is correct?

A) The percent value-added time is low.
B) The cycle time is impossible to determine with any accuracy.
C) The efficiency of the response is easy to measure.
D) The professor's productivity is easy to measure.

E) B) and C)
F) B) and D)

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Question 32

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Describe the constituent activities of Six Sigma's DMAIC process.

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Clarify how improving the process will ...

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Question 33

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________ is the SCOR model process that addresses the movement of defective product from the customer.

Among all approaches to organizing for business process improvement, the Six Sigma methodology arguably best represents current thinking.

Peter prints out a cover for the TPS report he just completed. This activity would be represented on a process map with which symbol?

The Six Sigma process sequence to improve an existing business process consists of the steps ________, ________, ________, ________, ________.

Level 1 of the SCOR model is organized around the five core management processes: plan, source, make, deliver, and return.

The elapsed time needed to complete a business process is called ________.

A Six Sigma Champion is a full-time Six Sigma expert that is responsible for training, mentoring, deployment, and results.

Every customer that exited the store was subjected to close scrutiny of their shopping cart and receipt by a highly trained inspector. This activity would be represented on a process map with which symbol?

Which of these continuous improvement tools would be best suited for showing all of the steps required to change your major to operations management?

The majority of the total operating budget for most organizations is represented by:

Lisa manages customer service representatives in a call center. The center's computer system tracks a number of metrics for each employee including the total number of customer calls they complete, the amount of time the service representative spends talking to customers, and the total time the service representative was clocked in each day. The work standard developed by the call center is to complete 150 calls in an 8-hour shift. Answer the following questions using the information provided in the table. a. What is the productivity of employee J? b. What is the efficiency of employee K? c. What is the percent value added time for employee M? $\begin{array} { | c | c | c | c | } \hline \text { Employee } & \text { \# Calls Completed } & \text { Total Time on Calls } & \text { Total Time Clocked In } \\\hline \mathrm { J } & 165 & 8 \text { hours } & 8 \text { hours } \\\hline \text { K } & 140 & 7 \text { hours } 30 \text { minutes } & 8 \text { hours } \\\hline \mathrm { M } & 135 & 7 \text { hours } 20 \text { minutes } & 8 \text { hours } \\\hline\end{array}$

Describe the process of root cause analysis and include in your description the tools that it uses.

The primary focus of a swim lane process map is to depict flows of objects, information, and money.

A ________ process addresses the main, value-added activities of an organization.

A tenured professor lights a cigar, cradles a snifter of brandy in his claw-like hand, and reviews his student evaluations from the previous semester. The numbers were unspectacular, but he beamed with pride as he read the comments. For the first time in a long time, no one responded to the "What can the professor do to improve the course?" question with the classic response "not teach it anymore." There were a number of comments, and since he took his craft seriously, he set about summarizing and organizing the comments into the alphabetical list you see here. Take this data and analyze it using the appropriate tool for continuous improvement. Then recommend to the professor the next tool (out of the tools for continuous improvement)that he should use to take the next step in this analysis. $\begin{array} { | l | c | } \hline \text { Comment } & \text { Count } \\\hline \text { Can't understand the book } & 2 \\\hline \text { Enjoyed the class } & 5 \\\hline \text { Expect me to remember prerequisites } & 7 \\\hline \text { Need more feedback on homework } & 3 \\\hline \text { Prefer one class night a week } & 7 \\\hline \text { Slow down } & 15 \\\hline \text { Tests too hard } & 9 \\\hline \text { Work more examples } & 14 \\\hline\end{array}$

A car wash services 200 customers in a 4-hour span on a lovely Saturday afternoon. The car wash employs 5 washers at $6 per hour. An appropriate measure of productivity is:

A(n)________ is used to record how frequently a certain event occurs.

A professor assigns a massive homework set the first day of class that will be due the day the students walk in to take their first exam of the semester. Over the weekend he grades the homework and the exam papers and as he reviews the results, it occurs to him that students that worked more of the 40 problems in the homework assignment appeared to be more successful on the exam. Which of the continuous improvement tools would be most appropriate for displaying this phenomenon?