41. Modeling systems is important to process improvement since models are representations of reality which can be analyzed and discussed to identify problems and suggest improvements. True False Question 42 2p 42. The most common choice of statistical process control limits is usually + or - 4 standard deviations from the mean value. True False Question 43 2 pts 43. Knowing a process's bottleneck helps determine the process's maximum capacity True False Question 44 2 pts 44. The Total Quality Management view is that the cost of quality must be balanced against the cost of detection and prevention True False Question 45 2 pts 45. Customer feedback from an unconditional service guarantee is rarely helpful because a customer invoking the guarantee is simply trying to get something for free. True False Question 46 2 pts 46. A drawback to increased consumer participation is the fact that service quality is no longer completely under the control of the provider of the service True False 2 pts 47 The time to make beds at a motel should fall into an agreed-on range of times. A sample of four maids was selected, and the time needed to make a bed was observed on three different occasions: NOTE: DO NOT ROUNDOFF YOUR CALCULATIONS UNTIL YOU GET TO THE FINAL RESULT.... The first job is to create the X-bar control chart. Calculate LCL/UCL 47. The first job is to create the X-bar control chart. Calculate LCL/UCL: Service time in seconds Maid Observation 1 Observation 2 Observation 3 Ann 120 90 150 Linda 130 110 140 Marie 200 180 175 Michael 165 155 140 X-bar 153.75 133.75 151.25 R 80 90 35 Maid Observation 1 Observation 2 Observation 3 Ann 120 90 150 Linda 130 110 140 Marie 200 180 175 Michael 165 155 140 X-bar 153.75 133.75 151.25 R 80 90 35 Sample Size R.chart n 2 3 4 (X.chart) A 1.880 1.023 0.729 0.577 0.483 0.419 0.373 5 6 7 8 D 0 0 0 0 0 0.076 0.136 D 3.267 2.574 2.282 2.114 2.004 1.924 1.864 LCL - X[double bar). A2Rx(bar) UCL-X[double bar)+ A2xR(bar) b. 96.43/196.06 a. 76,35/216.15 c. 90.2/2005 d. 99.34/180.44 48. After the control chart was established, the following times were observed: 195 199 205 190 Is corrective action needed? a yes b.no No answer text provided. No answer text provided. Question 49 2 pts 49. The main objective of Business Process Management is to help businesses carefully analyze, document, and continuously assess the efficiency and effectiveness of their business processes to minimize cost and maximize value creation. True False Question 50 2 pts 50. Which of the following statements is not part of Deming's 14-point philosophy? Promote numerical goals for the workforce Create constancy of purpose for improvements of product and service. Constantly and forever improve the system of production and service Cease dependence on mass inspection
