34 Questions
In which type of process are fixed costs low and variable costs high?
Repetitive focus (modular)
What is the characteristic of fixed costs in a product focus process?
High and variable costs low
Which type of process exhibits high fixed costs and low variable costs?
Product focus (high-volume, low-variety)
What is a characteristic of fixed costs in mass customization processes?
Tend to be high and variable costs low
What impact does flexibility of the facility have on fixed costs?
Increases fixed costs
What is the main focus of process charts?
Analyze and record the activities that make up a process
In value-stream mapping, where does the focus lie?
On adding value throughout the entire production process
What does time-function mapping show?
Flows and time frame
What is a key feature of flowcharts?
Showing the movement of materials
What is the purpose of using symbols in value-stream mapping?
To ensure a structured analysis of process activities
What do time frames indicate in 'target' time-function maps?
Flows and time frame
What is the purpose of adding inventory quantities (shown with I) between every step of the entire flow in value-stream mapping?
To visualize where inventory builds up in the process
In service blueprinting, what is the focus of the interaction levels?
Customer and provider interaction
Why is it important to determine total working time and delay in value-stream mapping?
To identify value-added and nonvalue-added time
What is the purpose of standard requests in service blueprinting?
To ensure consistent service delivery
Which aspect of interaction levels in service blueprinting presents different management issues?
Personal Greeting Level #1
What is the significance of adding communication methods with their frequency and direction in value-stream mapping?
To promote efficient information flow
What is one negative effect of interactions with customers on service process design?
Decreased performance
In which type of service, the focus is on human resources and labor involvement is high?
Private banking
Which service type requires tight control to maintain high standards?
Fine-dining restaurants
What technique involves structuring services so customers have to go to specific areas for different services?
Separation
Which technique involves restricting the offerings available to customers?
Customizing at delivery
What is the main focus of the strategy of automation in improving service productivity?
Separating services that can be automated
Which organization would benefit most from using the self-service technique in service productivity?
Automatic teller machines
What is the primary focus of the technique of training in improving service productivity?
Explaining how to avoid problems
In which type of service would the after-sale maintenance personnel benefit most from using the technique of training?
Investment counselor, funeral directors
Which industry would benefit the most from using scheduling as a technique to improve service productivity?
Airlines and aviation industry
What is one of the benefits of implementing Automated Storage and Retrieval Systems (ASRSs) in manufacturing firms?
Reduced changeover time
How do Vision Systems contribute to the manufacturing process?
Improve accuracy and consistency in inspections
What is a key feature of Automated Guided Vehicles (AGVs) in the manufacturing environment?
Electronically guided and controlled carts
What is a primary advantage of Flexible Manufacturing Systems (FMSs) over traditional manufacturing setups?
Enhanced flexibility and reduced waste
Which industry example demonstrates the impact of technology through point-of-sale terminals and e-commerce?
Wholesale/retail trade
How do Computer-Integrated Manufacturing (CIM) systems extend beyond traditional manufacturing processes?
By integrating financial and customer service areas
What is a common feature of technology's impact on both Financial Services and Health care industries?
Online patient-monitoring systems
Test your knowledge on value-stream mapping and service blueprinting. Learn about adding process steps in sequence, communication methods, inventory quantities, and determining working time and delays.
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