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BUSI 2003 Week 4 Quiz – Question and Answers

1. Which of the following statements concerning the Malcolm Baldrige award is true?
2. Reliability refers to:
3. The measures of quality used in manufacturing processes can be readily transferred to service operations.
4. Customer and Market Focus contribute most of the points of the Baldrige criteria.
5. Service quality is based on the gap between and.
6. Which of the following matches between quality gurus and the guru’s philosophy is incorrect?
7. Little’s Law in a manufacturing process relates to:
8. A bank has an average of 10 customers per hour arriving into the system and it takes an average of 30 minutes for the clerk to complete a transaction with a customer. Determine the average length of the queue in the bank.
9. Symbols used within a typical flow-process chart include all of the following except:
10. Performance Quality means producing a product or delivering a service that meets the required specifications.
11. Elements of a system may include all of the following except:
12. The meaning of quality has evolved greatly over the past century. Which of the following statements best exemplifies the current meaning of quality?
13. The process of constructing a flowchart for service operations is also referred to as service blueprinting. BUSI 2003 Week 4
14. According to Little’s Law, average throughput time equals the average inventory * average flow rate.
15. The four basic principles of BPR include all of the following except: