21. What activity diagram symbol is this? b. Relationship a. Process/Activity c. Stored Data d. Decision e. Document Question 22 22. What activity diagram symbol is this? c. Stored Data a Process/Activity b. Relationship d. Decision e. Document 23. Black box systems b. The inner workings are hidden, revealing only the inputs and outputs. a. Are built to interact with a variety of external components. c. Tend to be more extensible then white box systems. d. Have no interaction with the outside world. e. Generally are integrated with other systems. Question 24 24. Which of the following statements concerning different types of processes is correct? c. The initial state and system dynamics entirely determine the end state of a deterministic process. a. Both deterministic and stochastic processes are subject to random fluctuations. b. Stochastic processes only occur in closed systems. d. Both answers 'b' and 'c' are correct. 5. To predict the likely future outcomes of a stochastic business process, probability distributions are necessary because c. If we know which distributions govern our process, we can use the properties of these distributions to estimate the probabilities of the stocha outcomes of our process. a. If we know which distributions govern our process, the process becomes deterministic. b. If we know which distributions govem our process, we can assign causes and eliminate them, thereby making our process deterministic. d. If we don't know the probability distribution, there's nothing we can do and our process will forever remain stochastic. Question 26 2 . As discussed in class, processes have both a flow and flow (fill in the blanks) b. Process, information. a. Sequential, directional. c. Stochastic, uniform. d. Managed, unmanaged. Question 27 2 pt -7. In the Service Quality Model, the gap in the customer expectations and management perceptions of the customer experience is which of the following? e. Answers a, b and care correct a. Gap in Understanding the Customer b. Gap 1 c. Gap in Market Research d. Answers a and b are correct Question 28 2 pts 28. Which one of the following is not considered a tool for achieving or maintaining service quality? d. Quality function deployment a. Statistical process control. b. Fishbone analysis. c. Pareto analysis. Question 29 2 pts 29. The 80/20 rule is depicted in a c. Pareto Chart a. Histogram b. Cause & Effect Diagram d. Control Chart Question 30 2 pts 30. Resources spent in improving quality should occur in which of the following? b. Preventing poor quality a. Inspecting and monitoring quality c. Repairing and correcting product/service d. All of the above