1. Assume a you pull up to a gas station pump to fuel your car.Also assume that you will be purchasing the fuel with a credit card. There is a period of time taken to authorize the charge and move the nozzle to the car before the fuel can be dispensed. In OM terms, the above-mentioned time period before dispensing the fuel is called:

a) wait time

b)queue time

c)step up time

d)move time

2. In the previous example, the drivers of the four cars currently being served are waiting for their service to be completed. In OM terms, their wait time is called:

a) move time

b)setup time

c)process time

d) queue time

3. Assume a customer wants cheese but is not willing to wait for the cheese to age. From that customer's perspective, the time taken to "age" the cheese in a cellar is referred to as:

a) non value-added time

b)queue time

c)process time

d)value-added time

4. Assume that a Media Services employee at an on-campus classroom is replacing the projector bulb during class time. Assume that this has put class discussions/lecture on hold, and that students in the class are not in favor of such an interruption. Then, the students are experiencing:

a. wait time

b. move time

c process time

d non value added time

e. a and d are correct

5. Assume you are at an eating place in an airport, where you pick up your order at counter 1, and pay at counter 2.Assume you are the first customer for the day, with no one ahead of you in the queue. When you are walking from counter 1 to counter 2, you are experiencing:

a. move time

b. wait time

c. process time

6.

The following process model (diagram) is most useful in showing a quick overview of a complex process but does not do the following.It does not differentiate the value-added and non-value-added steps in the process.It does not indicate the actors involved at each step of the process. It does not show the start and finish times of each step in the processand also does not separate the front-office and back-office activities.

a. service blueprint

b. process flow diagram

c. project flow diagram

d. process chat

e. activity diagram

7. Cycle time and non-value-added time are synonyms that mean the same thing.

true or false?

8.Actors are listed on the horizontal x-axis, and timeline is represented in the vertical y-axis, in a:

a. flow chart

b. swim lane or activity diagram

c. process chart

d. process flow diagram

9.The following is(are) advantage(s) of BPR:

a. cycle time reduction

b. effective communication

c.Both 'a' and 'b' (i.e., Cycle time reduction and effective communication are advantages of BPR).

d. laying off employees