At Barnacle Cleaners, James Stodder stated "On weekday daytimes, we expect 50 customers per hour or 400 customers over the eight-hour time period....

1. At Barnacle Cleaners, James Stodder stated "On weekday daytimes, we expect 50 customers per hour or 400 customers over the eight-hour time period. Since service time per customer average 3.5 minutes, this equates to 1400 minutes of service (3.5 minutes per customer times 400 customers), or about 23 hours of service. Hence, we need to assign 3 servers because each server works eight hours during that period." James's analysis was:

  a. Right, because with three servers, server utilization would be less than 100%.

  b. Wrong, because target utilization of servers should be around 85% or less.

  c. Wrong, because target utilization of servers should be around 50% or less.

2. In Lean operations, 5 S stands for:

  a. Scheme, Structure, Setup, Start, Stop

  b. Space, Site, Status, Specialize, Stand

  c. Sort, Straighten, Shine, Standardize, Sustain

3. Of the list below, the best example of the 55 method applied to a service would be:

  a. Organizing folders on a shared computer network drive.

  b. Strictly specifying the steps that a worker should follow when serving a customer.

  c. Showing the latest company news on a video screen in the company cafeteria.

4. Poka-yoke can be helpful in a surgical procedure because:

  a. It can help reduce the likelihood of mistakes.

  b. Patients will be required to assist in helping the physician prepare for the procedure.

  c. It will tell the physician when the process is unstable.

5. Which of the following is an example of a dimension of performance?

  a. Responsiveness

  b. Poka-yoke

  c. Run Chart

6. A display is used to show the last values for a set of quality metrics with green-red-yellow colors used to show how each metric compares to its target value. We would call this display an example of:

  a. A process (or system) oriented approach to quality management.

  b. An outcome (or results) oriented approach to quality management.

  c. Cannot answer unless we know that action is taken based on the color shown.

7. In a process improvement program based on Six Sigma, projects follow a structured approach called:

  a. SMED

  b. Kaizen

  c. DMAIC