Which of the following samuel that shows quality problems and then frequencies descending bar graph? A. Control chart B. Run chart C. Cause-and-effect diagram D. Flowchart E. Pareto chart 15. Six Sigma focuses on reducing variability in process outputs. A. True B. False 16. Which of the following is least relevant to a lean service system? A. Elimination of unnecessary activities B. Use of a pull system for facilitating goods C. Close relationship with suppliers D. Specialized workers E. Organizing problem-solving groups 17. Revenue management is the use of various techniques to maximize revenue from a fixed, perishable resource. A. True B. False 18. Which of the following is not a characteristic of a service firm to be a good candidate for using revenue management? A. Fixed, perishable resource B. Ability to segment its market C. Fluctuating demand D. Low marginal sales costs E. None of the above is the answer 19. Which of the following can be used by service firms as a strategy for managing capacity to match capacity and demand? A. Workshift scheduling B. Increasing customer participation C. Cross-training employees D. Using part-time employees E. All of the above customers. 20. Service failures means any errors in service delivery and can be caused by either servers or A. True B. False